Updated Version
Effective Date 01/09/2026
Email sdrd.store@gmail.com
Phone +968 7114 8977
Address Al Kamil wa Al Wafi Ash Sharqiyah South Sultanate of Oman
Customers may request cancellation of an order before the merchant begins preparing the order
If the cancellation request is received and accepted before preparation begins the customer may cancel the order without being charged for the order
Once the merchant has started preparing the order the cancellation may no longer be available without charges
If the customer cancels the order after preparation has started the customer may be required to pay the full value of the order excluding delivery fees where delivery has not yet started
If the courier has already collected the order from the merchant the customer will be responsible for the full order value together with the applicable delivery fee
This is because the merchant may already have incurred costs related to preparing the order and the courier may already have started providing the delivery service
Once preparation has started customers should not cancel an order merely because they have changed their mind or no longer wish to receive it
The merchant may have already purchased ingredients prepared products packaged the order or incurred other costs
Accordingly a cancellation after preparation has started may result in the customer being responsible for the applicable order amount
Where the courier has already collected the order the customer will generally be responsible for both the order value and the applicable delivery fee
The final treatment of the cancellation may depend on the circumstances and the status of the order at the time the cancellation request is made
Once the courier has collected the order from the merchant the delivery process is considered to have commenced
If the customer requests cancellation after courier pickup the customer will generally be responsible for
The full value of the prepared order
The applicable delivery fee
Any other applicable charges that have already been incurred in connection with the order where permitted
Customers should therefore carefully review their order before confirming it
A merchant may cancel an order when it is genuinely unable to fulfill the order
Examples may include
The requested product is unavailable
The merchant is temporarily unable to operate
A technical or operational problem prevents the order from being fulfilled
The merchant is unable to prepare the order within the applicable service conditions
Where a merchant cancels an order before delivery has been completed and the customer has already made an electronic payment SdRd may initiate a refund of the eligible amount according to the applicable payment process
The customer will be notified through the application or available communication channels where reasonably possible
If a courier becomes unable to complete a delivery before collecting the order SdRd may attempt to assign the order to another available courier
Where another courier is successfully assigned the order may continue without cancellation
If the delivery cannot reasonably be completed due to courier related circumstances the customer may contact customer support
Depending on the circumstances SdRd may consider
Reassigning the delivery
Arranging another delivery attempt
Refunding or compensating the applicable delivery fee where appropriate
Taking action against the courier where a violation of SdRd policies is identified
Any compensation remains subject to review of the circumstances and available information
Customers are responsible for being available at the delivery location provided through the application
Customers must provide
An accurate delivery location
A valid telephone number
Clear delivery instructions where necessary
Any information required to help the courier locate the destination
If the courier arrives at the provided location and the customer fails to respond to calls messages or other reasonable attempts to contact them the order may be considered undeliverable due to customer unavailability
In such circumstances the customer may remain responsible for the applicable order value and delivery charges
The customer may also be responsible for any additional delivery costs resulting from an incorrect or incomplete location
Customers are fully responsible for the accuracy of the information entered when placing an order
This includes the delivery location telephone number address and any additional instructions provided to the courier
If incorrect information causes the courier to travel to the wrong location or prevents successful delivery the customer may be responsible for any resulting costs
An incorrect location does not automatically entitle the customer to cancel the order or receive a refund
If the customer requests a change of location after the courier has started the delivery additional charges may apply depending on the distance and applicable delivery system
Customers must not create fake orders or intentionally place orders with no genuine intention of receiving or paying for them
Repeated cancellations after merchants have started preparing orders may be treated as misuse of the service
Examples of prohibited behavior may include
Creating orders without intending to receive them
Repeatedly canceling prepared orders
Providing false reasons for cancellation
Refusing payment after preparation
Creating duplicate or fraudulent orders
Using multiple accounts to avoid cancellation restrictions
Attempting to cause financial losses to merchants or couriers
SdRd may monitor order patterns and take appropriate action when repeated or suspicious behavior is identified
Such action may include account restrictions suspension permanent termination or other appropriate measures
If a customer refuses to accept an order after the merchant has prepared it the customer may remain responsible for the full applicable order amount
If the courier has already collected the order the applicable delivery fee may also become payable
Refusal to accept an order does not automatically cancel the customer's payment obligation
The incident may be recorded in the customer's account and repeated incidents may result in restrictions on future orders
When an order is paid electronically the amount displayed through the payment gateway before confirmation represents the final amount required to complete the electronic transaction
Additional payment processing charges may apply depending on the payment method used
The applicable electronic payment fees may include 1 percent for Mal cards and 2 percent for Apple Pay according to the applicable payment charges at the time of the transaction
These charges are displayed through the payment gateway before the customer completes the payment
SdRd may also display these charges within the application invoice in the future when this functionality becomes available
Customers should review the final amount displayed by the payment gateway before confirming the transaction
Where an eligible order is canceled and a refund is approved the treatment of payment processing charges may depend on the payment service provider and the technical processing of the transaction
A refund of the order value does not necessarily mean that all payment processing charges will be refundable
If an electronic payment has been made and the order is canceled under circumstances that qualify for a refund SdRd may process the eligible refund through
The original payment method
The in application wallet
Or another available refund method where appropriate
The actual time required for the refunded amount to appear may depend on the payment gateway bank or financial institution
SdRd cannot guarantee the exact time required by external financial institutions after the refund has been initiated
For cash on delivery orders no electronic payment is processed at the time the order is placed
If the customer cancels before the merchant begins preparation the cancellation may be accepted without a charge where applicable
If preparation has already started the customer may remain responsible for the value of the prepared order
If the courier has collected the order the customer may also be responsible for the applicable delivery fee
Repeated refusal to pay for cash orders may result in account restrictions or suspension
Merchants registered with SdRd are expected to maintain accurate product information and pricing
The price displayed for a product through SdRd should correspond to the applicable merchant price
Merchants should not intentionally increase product prices solely because the customer is ordering through SdRd
SdRd follows a model based on relatively low and reasonable merchant commissions with the objective of helping merchants maintain competitive prices
If a customer identifies a significant and unjustified difference between the applicable merchant price and the price displayed in the application the customer may contact support
SdRd may review the matter with the merchant and take appropriate action where necessary
If a merchant discovers that an ordered product is unavailable after the order has been submitted the merchant may contact the customer where possible
Depending on the circumstances the customer may be offered
A suitable alternative
Removal of the unavailable item
Cancellation of the affected order
Another solution agreed with the merchant where available
Where an eligible electronic payment has already been processed any approved refund will be handled according to the applicable refund process
SdRd may cancel or suspend an order where technical operational security or other circumstances prevent the order from being completed
Examples may include
System failures
Payment processing problems
Service interruptions
Technical errors
Unexpected operational circumstances
Security related concerns
In such cases SdRd will seek to minimize inconvenience to customers merchants and couriers
Where an electronic payment has already been processed the eligible amount may be refunded according to the applicable payment and refund procedures
Delivery fees are associated with the delivery service provided by the courier
If the delivery service has already started or has been completed the applicable delivery fee may not be refundable depending on the circumstances
If the order is canceled before the delivery process begins the delivery fee may not be charged where applicable
If the courier has already collected the order the customer may be responsible for the delivery fee even if the customer subsequently requests cancellation
Each case may be reviewed according to the actual status of the order
SdRd reserves the right to review cancellation requests individually based on
Order status
Preparation status
Courier status
Payment status
Customer information
Merchant information
Communication records
Available technical records
Other relevant circumstances
The cancellation status recorded in the SdRd system may be used as part of the review process
SdRd may request additional information from the customer merchant or courier where necessary
Any attempt to manipulate the cancellation or refund system may result in restrictions on the customer's account
This may include repeated unjustified cancellation requests false claims misleading information or deliberate attempts to avoid payment
Where misuse is identified SdRd may
Reject the cancellation request
Reject future refund requests
Restrict certain services
Temporarily suspend the account
Permanently terminate the account
Take further action where permitted by applicable law
Submitting a cancellation request does not guarantee that the order will be canceled
Once the merchant begins preparing the order or the courier begins the delivery process the ability to cancel may become restricted
Customers are therefore responsible for reviewing the order details before confirming the order
This includes the selected products quantities delivery location contact information payment method and applicable charges
SdRd reserves the right to modify or update this Cancellation Policy from time to time
Changes may be made due to
Changes in services
Changes in payment systems
Operational developments
Changes in applicable laws or regulations
Improvements to customer protection procedures
Updates to the application
The latest version published through the official SdRd application or official communication channels will be considered the current version of the Cancellation Policy
Users are encouraged to review the policy periodically
For cancellation requests complaints questions or support customers may contact SdRd through
Email sdrd.store@gmail.com
Phone +968 7114 8977
Address Al Kamil wa Al Wafi Ash Sharqiyah South Sultanate of Oman
SdRd – An Omani local delivery and digital services platform
