Updated Version
Last Updated 01/09/2026
Email sdrd.store@gmail.com
Phone +968 7114 8977
Address Al Kamil wa Al Wafi Ash Sharqiyah South Sultanate of Oman
SdRd operates as a technology intermediary and delivery service connecting customers merchants and couriers
SdRd does not own manufacture store or sell the products displayed by merchants
Merchants remain responsible for the quality ingredients quantity condition preparation packaging expiry and accuracy of the products they offer through the application
SdRd provides the digital platform delivery coordination order management communication tools and other technical services required to facilitate transactions and deliveries between the relevant parties
A customer may submit a refund or compensation request where there is a genuine and verifiable issue relating to the order
Eligible cases may include
Where the customer receives an item that is clearly and materially different from the item ordered through the application
Minor differences in appearance presentation packaging or preparation do not automatically qualify for a refund
Where the product arrives in a clearly damaged condition that makes it unusable or unsuitable for consumption where applicable
Customers may be required to provide photographs or other information showing the condition of the product
Where an order was confirmed but was not delivered to the customer due to an issue attributable to the merchant courier or delivery process
The order status and available information will be reviewed before a decision is made
Where an item confirmed in the order is clearly missing from the delivered order
The case may be reviewed with the merchant and courier before compensation is approved
Where a product is materially inconsistent with its essential description or specifications displayed in the application
Such cases are subject to review based on the order information and available evidence
A customer will generally not be eligible for a refund or compensation where the issue results from incorrect information provided by the customer refusal to accept the order or a change of mind after the order has been prepared or delivered
Non eligible situations may include
Entering an incorrect delivery location
Providing an incorrect address
Failing to respond to the courier after the courier reaches the provided location
Not being present at the specified delivery location
Refusing to accept an order after the merchant has prepared it
Refusing to pay for an order after it has been prepared
Changing the customer's mind after the order has been prepared
Ordering a product and later deciding that the product is no longer wanted
Disliking a product for personal reasons where there is no material defect or error
Products that have been consumed or used fully or partially before a refund request is submitted except where the circumstances establish a legitimate reason for compensation
Perishable products such as food and beverages after they have been accepted by the customer
Orders successfully delivered according to the information and location provided by the customer
Due to the nature of food beverages and other products that may be affected by temperature storage handling or consumption these products generally cannot be returned after acceptance by the customer merely because the customer changed their mind or no longer wants the product
Where a genuine issue exists such as a clearly incorrect item damaged product or missing item the customer should contact SdRd as soon as possible within the applicable reporting period
The customer may be asked to provide photographs or additional information so that the matter can be reviewed
Refund or compensation requests should be submitted within a maximum period of 24 hours from the time the order was received
Customers are encouraged to report any issue as soon as it is discovered so that SdRd can investigate the matter accurately
A request submitted after the applicable period may be rejected unless there is a reasonable circumstance that justifies reviewing the request
Customers may contact customer support or use the communication features available within the application to submit a refund or compensation request
The request should include sufficient information to allow the case to be reviewed such as
Order number
Description of the issue
Affected product
Reason for requesting compensation
Photographs or supporting evidence where requested
Any additional information that may help establish the circumstances of the case
SdRd may request additional information from the customer merchant or courier before making a final decision
After receiving a refund or compensation request SdRd may review the relevant order information and available records
The administration may communicate with
The customer
The merchant
The courier
Or another party directly involved in the order where necessary
The review may consider order records order status communication records available technical information photographs and other relevant evidence
The purpose of the review is to reach a fair and reasonable decision based on the information available
Where a refund or compensation request is approved SdRd may provide compensation through one of the following methods depending on the circumstances
Adding the approved amount to the customer's in application wallet
Refunding the approved amount through the original electronic payment method where technically and operationally possible
Replacing the affected product or arranging a replacement order with the merchant where available and appropriate
The customer is not entitled to compensation exceeding the value of the verified loss or the amount approved following the review of the case
When a customer chooses electronic payment additional charges may apply depending on the electronic payment method used
Such charges may vary according to the payment method and the payment service provider
The applicable fees may include 1 percent when using Mal cards and 2 percent when using Apple Pay according to the fees applicable at the time of the transaction
These payment related charges are displayed to the customer through the electronic payment gateway before the payment is completed
SdRd may also display these charges on the application invoice in the future when this functionality is introduced
In all cases the customer should rely on the final amount displayed by the electronic payment gateway before confirming the transaction as the amount required to complete the electronic payment
Where a refund is approved for an electronically paid order the treatment of electronic payment fees will depend on the nature of the transaction and the refund procedures and policies of the relevant payment service provider
A refund of the product or order value does not automatically mean that every payment related fee is refundable in every circumstance
Delivery fees relate to the delivery service performed by the courier
Where delivery has been successfully completed the delivery fee is generally non refundable merely because the customer is dissatisfied with the product or changes their mind after receiving the order
Where delivery was not completed due to a verified issue attributable to the merchant courier or delivery process the delivery fee may be reviewed for possible refund depending on the circumstances
The final decision will be based on the order details and circumstances of the case
Customers are responsible for providing an accurate delivery location address and any information necessary to complete the delivery
If the customer provides an incorrect location incorrect address or unclear directions and this causes the courier to travel to an incorrect location additional charges may apply where permitted by the applicable delivery system
An incorrect location does not automatically qualify the customer for a refund or compensation
If the customer requests a change of delivery location after delivery has already started additional delivery charges may apply according to the applicable delivery system
Once a merchant begins preparing an order the merchant may incur costs related to ingredients products preparation packaging and other operational expenses
For this reason customers may not cancel an order or refuse to pay for it after preparation has started merely because they changed their mind or no longer wish to receive the order
If a customer refuses to accept or pay for an order after it has been prepared the incident may be recorded in the system and appropriate action may be taken under the SdRd Terms and Conditions
Customers must not use the refund or compensation system fraudulently or improperly
This includes
Providing false information
Claiming that a problem exists when no such problem occurred
Submitting fraudulent refund requests
Creating fake orders
Repeatedly submitting unjustified compensation claims
Attempting to obtain compensation through misleading information
If a pattern of misuse is identified SdRd may take appropriate action
Such action may include
Rejecting unjustified refund requests
Restricting certain services
Suspending the account
Closing the account
Restricting future access to certain services
Taking legal action where appropriate and permitted by law
Merchants are responsible for providing products according to the descriptions prices and information displayed through the application
The product price displayed in SdRd should correspond to the applicable price charged by the merchant
Merchants should not increase product prices solely because the customer is ordering through SdRd
This approach forms part of SdRd's commitment to maintaining reasonable and relatively low merchant commissions and reducing the need for customers to bear unjustified increases in product prices due to the use of the platform
If a complaint is received regarding product quality price quantity description or availability SdRd may review the matter with the merchant and take appropriate action where necessary
Couriers are expected to exercise reasonable care when collecting transporting and delivering orders according to the applicable delivery procedures
If a delivery related problem occurs the order information and available records may be reviewed to determine the circumstances and the party responsible
Couriers are generally not responsible for the quality preparation ingredients or manufacturing of products where the issue originates from the merchant or the product itself
SdRd is not responsible for losses or additional costs resulting from incorrect information provided by the customer
This may include
Incorrect phone number
Incorrect location
Incorrect address
Unclear location description
Incorrect order information
Failure to respond to the courier
In such circumstances the customer may not be eligible for a refund or compensation
Where a refund for an electronically paid order is approved the refund process may be subject to the technical procedures of the payment gateway bank or financial institution involved in the transaction
The time required for the refunded amount to appear in the customer's account may vary depending on the bank payment method and payment service provider
SdRd is not responsible for delays caused by a bank payment provider or financial institution after the refund has been successfully initiated by the relevant system
Refund and compensation decisions are made after reviewing the available information relating to the case
SdRd may request photographs documents order information or other evidence necessary to verify the request
SdRd may reject a request where there is insufficient evidence or where the circumstances do not fall within this Refund and Compensation Policy
Decisions are based on the information available at the time of review and are subject to the applicable SdRd policies Terms and Conditions and laws and regulations of the Sultanate of Oman
SdRd reserves the right to amend or update this Refund and Compensation Policy from time to time
Changes may be made due to
Development of the application
Changes to delivery services
Changes in payment systems
Operational requirements
Changes in applicable laws or regulations
Improvements to customer protection procedures
The latest version published through the application or official SdRd channels will be considered the current version of this policy
Users are encouraged to review this policy periodically
For questions complaints refund requests or compensation requests 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
