01Subscription Model
Malaz 360 is a business-to-business (B2B) PropTech technology platform serving real estate agencies, developers, property owners, and other business customers. Subscriptions may be offered on a monthly and/or annual basis, with access to paid features provided according to the selected plan.
02General Refund Rule
Subscription payments are generally non-refundable after the subscription has been activated, except for the cases listed in this policy or where a refund is required by applicable law. Customers may cancel a subscription at any time to stop future renewals. Unless otherwise required by law or agreed in writing, cancellation does not refund the current paid period, and access normally continues until that period ends.
03Refund Eligibility
- Duplicate payment: Refund the verified duplicate charge.
- Incorrect charge or overpayment: Correct the billing error and refund any confirmed overpayment.
- Annual subscription not activated: As a proposed commercial exception, a customer may request a refund within seven (7) calendar days of payment if the annual subscription has not been activated and no paid services have been used.
- Significant service disruption: Malaz 360 will investigate and may provide a service extension, account credit, or proportional refund depending on the severity and duration of the disruption.
- Failure to deliver contracted service: Malaz 360 will assess the circumstances and provide an appropriate remedy, including a refund where appropriate or required by applicable law.
- Other legal entitlement: Refunds will be provided where required by applicable law.
04Non-Refundable Situations
- Unused days or partial months after an activated monthly subscription is cancelled.
- Unused months remaining on an activated annual subscription, except where a refund is approved under this policy or required by law.
- Failure to use the platform or use of fewer users, properties, or features than the subscription permits.
- Free trial periods for which no payment has been collected.
05Free Trials and Renewal Disclosure
Where a free trial or promotional period converts to a paid subscription, Malaz 360 will disclose the applicable price, billing date, and renewal terms before the customer agrees to the paid arrangement. Customers may cancel before the renewal date to avoid future subscription charges.
06Refund Request Process
Customers may submit a refund request through Malaz 360’s designated support channel. Requests should include the account or company name, registered email address, subscription plan, payment date, transaction reference, and reason for the request. Malaz 360 may request information needed to verify the payment and assess eligibility.
07Processing of Approved Refunds
Approved refunds will normally be returned through the original payment method where practicable and subject to the payment gateway’s procedures. Malaz 360’s target is to initiate approved refunds within ten (10) business days after approval; actual posting time may depend on the payment provider or issuing bank.
08Suspension, Termination and Exceptions
Where an account is suspended or terminated due to a material breach of the subscription agreement, any refund will be handled under the applicable contract and law. Exceptional refund requests may be escalated to Malaz 360 management. Nothing in this policy excludes rights that cannot lawfully be excluded.
09Policy Status and Compliance Note
This document describes Malaz 360’s proposed operational policy for discussion with the payment gateway provider. Before publication or implementation, Malaz 360 will confirm the final wording, applicable Qatari legal requirements, subscription terms, and any specific refund, dispute, or chargeback rules required by the payment gateway.