Cancellation and Refund Policy

This policy explains the rules for cancelling bookings and refunding payments on the Malaeb Oman platform. 1. Cancellation by the User - You may cancel your booking from within the application before the cut-off period set by each venue (at least two hours, unless the venue specifies otherwise). - Cancelling within the permitted period: any amount paid online is refunded in full. - Cancelling after the permitted period, or failing to attend: no refund is due, as the slot was reserved for you and withheld from others. 2. Cancellation by the Venue or the Administration If a booking is cancelled by the venue or by the platform's administration for any reason (maintenance, an emergency, a scheduling error, weather conditions), the full amount is refunded with no deductions. 3. How Refunds Are Processed - Online payments are returned to the same card used for the booking, through the Thawani gateway. - Refunds typically take 5 to 10 business days depending on the card-issuing bank's procedures, a period outside the platform's control. - The platform charges no fees for processing a refund. 4. Pay-on-Arrival Bookings Bookings that were not paid online carry no refund; simply cancelling within the permitted period in the application is enough to release the slot. 5. Service Not as Described If you attend at your reserved time and find the venue unusable or materially different from what is presented on the platform, contact us within 24 hours with supporting evidence. The case will be reviewed and the full amount refunded where the complaint is substantiated. 6. Submitting a Refund Request If you have not received your refund after the stated period, contact us through the details published on the platform quoting your booking number, and we will follow up on your behalf. 7. Changes to This Policy This policy may be updated. The version published at the time of booking is the one that applies.