Refund and Return Policy

1. Nature of the Mqaad Platform

Mqaad is an electronic marketplace that acts as an intermediary between buyers and sellers in the secondary ticket market.

Mqaad is not the event organizer or the original issuer of the tickets.

Tickets are listed for sale by individual sellers, and resale prices may be higher or lower than the original face value of the ticket.

2. Cancellation by the Buyer

All purchases are considered final once payment has been successfully completed and the order has been confirmed.

Buyers may not cancel an order or request a refund due to a change of mind, inability to attend the event, accidental purchase, or changes in personal circumstances.

If a buyer is unable to attend an event, they may relist the ticket for sale through Mqaad, where this option is available and permitted under the Platform’s terms.

3. Cases Eligible for a Refund

A buyer may be eligible for a refund in the following circumstances:

• The ticket is not delivered within the timeframe specified by Mqaad.
• The ticket is proven to be invalid for entry due to an issue attributable to the seller or the ticket itself.
• The ticket received materially differs from the ticket purchased, such as a different event, category, or quantity.
• The order is cancelled by Mqaad because the seller is unable to fulfill the order.
• Any other situation where Mqaad determines that the buyer did not receive the ticket as agreed.

For eligible cases, the amount will be refunded using the original payment method unless another method is agreed upon.

4. Event Cancellation

If an event is officially cancelled in full and is not rescheduled, the refund request will be handled based on the circumstances of the event, the organizer’s applicable policy, and the process for refunding the original ticket.

Mqaad will review each case and inform affected customers of the applicable procedure once official information regarding the cancellation becomes available.

5. Event Postponement or Rescheduling

If an event is postponed or its date, time, or venue is changed by the event organizer, this does not automatically entitle the buyer to cancel the order or receive a refund, provided that the ticket remains valid for the rescheduled event.

Mqaad is not responsible for changes made by the event organizer.

6. Changes to Performers or Event Details

Changes made by the event organizer to performers, players, participants, schedules, programs, or event start times do not automatically entitle the buyer to a refund unless the event itself is fully cancelled.

7. Invalid Tickets

If a buyer experiences an issue entering the event and the ticket appears to be invalid, the buyer must contact Mqaad Support immediately when the issue occurs and provide the information and evidence necessary to investigate the claim.

Evidence may include:

• A copy or screenshot of the ticket.
• Evidence showing that entry was refused.
• Any communication or confirmation from the event organizer or venue staff.
• The Mqaad order number and any other information requested by Mqaad.

If Mqaad verifies that the buyer was unable to enter the event because the ticket was invalid, the buyer will be entitled to a refund in accordance with the Mqaad Guarantee.

8. Unused Tickets

Failure to use a ticket or attend an event does not entitle the buyer to a refund, provided that the ticket was properly delivered and valid for use.

9. Refund Processing Time

Once a refund has been approved by Mqaad, the refund will be issued to the original payment method used for the purchase.

The time required for the refunded amount to appear in the buyer’s account may vary depending on the bank, card issuer, or payment service provider. Mqaad does not control the processing time required by financial institutions after the refund has been initiated.

10. Service Fees

Where a refund results from failure to fulfill an order or an invalid ticket attributable to the seller, Mqaad will determine the refundable amount based on the order details and the reason for the refund.

For refunds related to event cancellation or changes made by the event organizer, applicable fees and refund procedures may be determined on a case-by-case basis.

11. Abuse of the Refund Policy

Mqaad reserves the right to reject any refund claim that appears to be fraudulent, contains false or misleading information, or involves an attempt to use a ticket and subsequently claim a refund.

Mqaad also reserves the right to suspend or restrict accounts that misuse the refund process, buyer protection program, or Mqaad Guarantee.

12. Contact Us

To request assistance with an order or submit a refund claim, please contact Mqaad Support through the official communication channels provided on the Platform and include your order number and details of the issue.

Email: mqaad.sa@gmail.com