Refund Policy
Refund conditions and procedures
Introduction
At Flousafe, customer satisfaction is a priority. This policy describes the refund conditions and procedures applicable to secure transactions via our escrow platform.
General Refund Conditions
Full refund
Full refund of the blocked amount occurs only if the buyer reports non-compliance or non-delivery of the product/service within agreed timeframes.
Claim deadline
The buyer has 7 calendar days after the expected delivery date to file a dispute and request a refund.
Required evidence
The buyer must provide tangible evidence supporting the request (photos, videos, documents, communication with the seller).
Mediation Process
Flousafe analyzes the case with both parties. Mediation is organized to find an amicable agreement. In case of failure, Flousafe will make a fair decision according to contractual terms and Moroccan law.
Specific Cases
- Personalized or custom products: refund not applicable except for major defects
- Digital products: refund possible only if service not provided or defective
Refund Modalities
The refunded amount is released from the escrow platform after dispute resolution.
The refund is made to the buyer's original payment method.
Any fees related to the transaction may be deducted from the refund amount.
Limitations and Exclusions
Flousafe does not assume responsibility for the product/service provided or its intrinsic quality except contractual compliance.
The platform does not refund in case of commercial disputes outside the escrow procedure.
Right of Withdrawal
In accordance with Law 31-08 relating to consumer protection, you have a legal right of withdrawal of 7 days from the subscription to a service or purchase of a product online, except exceptions provided by law (personalized products, perishables, etc.).
Contact and Support
For any refund request or dispute, please contact our customer service via Contact@flousafe.com, indicating your transaction number and relevant information.