Refund, Return & Cancellation Policy

Mazal deals primarily in digital marketplace and auction services for UAE vehicle number plates. Physical retail returns of goods do not apply in the same way as a conventional e-commerce store.

• Plate ownership transfers are completed through Mazal custody and competent authority processes.
• Eligible refunds are typically returned to the Mazal Wallet or the original payment method where operationally possible.
• Service-specific rules shown at checkout or in Auction terms prevail for that transaction.
• Fraud, abuse or breach of Terms may result in refusal of a refund.

Marketplace plate purchases are settled through escrow after the seller places the plate into Mazal custody.

• Once ownership transfer to the buyer is completed, the purchase is final and the plate cannot be "returned" like a consumer product.
• If a transaction is cancelled before transfer completion under the applicable Platform rules, eligible buyer payments are refunded less any stated penalties.
• If a buyer fails to complete payment after commitment, penalties in the Terms (including any AED 5,000 charge where applicable) may apply.
• Reveal fees and similar unlock fees are non-refundable once the plate code or protected content has been revealed.

Auction participation requires a refundable security deposit that unlocks bidding capacity.

• Unsuccessful bidder deposits remain available in the bidder's Mazal Wallet subject to Auction rules.
• A winning bidder's deposit is returned to the Wallet after successful completion of the purchase, subject to settlement rules.
• If a winning bidder fails to complete the purchase, AED 5,000 (or the amount stated in the Auction terms) may be forfeited and account restrictions may apply.
• Mazal may cancel or re-run an Auction for integrity, technical or legal reasons; eligible deposits are handled under the Auction rules then in force.

Certain Platform fees are charged for services that are delivered immediately or digitally.

• Promotional listing packages are non-refundable once activated.
• Valuation certificate fees are generally non-refundable after the valuation process has started or a certificate has been issued.
• Portfolio subscription fees follow the billing terms shown at purchase; unused time is not automatically refunded unless Mazal states otherwise.
• Where Mazal cancels a paid service before delivery due to its own operational failure, a refund or credit will be offered.

Cancellation rights depend on the journey and the stage of the transaction.

• Sellers may not cancel an Auction after the plate has entered the Auction process except where Mazal expressly permits it.
• Buyers may cancel only where the Platform rules for that journey allow it and any stated penalties are accepted.
• Mazal may cancel transactions required by law, KYC failure, suspected fraud or plate custody issues.

Contact Mazal Support with your account details, transaction reference and reason for the request.

• Email: labaih@mazaldubai.ae
• Phone: +971 4 299 9055
• Or use the Contact Us form on the website.
• Approved refunds are processed within a reasonable period after verification, typically within 7–14 business days depending on the payment channel.