Terms & Conditions

Welcome to our platform ("we," "us," or "our"). These Terms and Conditions ("Terms") govern your use of our website and services, including the purchase of products through our platform. By accessing or using our website, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our services.

We are an e-commerce platform operating in Qatar, specializing in electronics, gadgets, smart devices, and educational toys. We are committed to providing quality products and excellent customer service while complying with all applicable laws and regulations in Qatar.

For the purpose of these Terms: • "Customer" or "You" refers to any individual or entity that accesses or uses our website or services. • "Products" refers to any goods, items, or merchandise available for purchase on our platform. • "Order" refers to a request by the Customer to purchase Products from us. • "Platform" refers to our website and any associated mobile applications. • "Account" refers to a registered user profile on our platform.

To make purchases on our platform, you may create an account or checkout as a guest. When creating an account: • You must provide accurate, current, and complete information. • You are responsible for maintaining the confidentiality of your account credentials. • You must be at least 18 years old or have parental/guardian consent. • You are responsible for all activities that occur under your account. • You must notify us immediately of any unauthorized use of your account.

We reserve the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activity.

Order Placement: • All orders are subject to availability and confirmation of the order price. • We reserve the right to refuse or cancel any order for any reason, including pricing errors. • Once an order is placed, you will receive an email confirmation with your order details.

Payment Methods: • Credit/Debit Cards (Visa, Mastercard) • Cash on Delivery (COD) • Bank Transfer

Payment Processing: • Credit and debit cards are charged at the time of order placement. • For Cash on Delivery, payment is collected upon delivery of the products. • Bank transfers must be completed within 24 hours of order placement.

Payment Fees: • There are no additional fees for credit/debit card payments. • Cash on Delivery orders may be subject to a small handling fee as displayed at checkout. • All prices displayed are in Qatari Riyals (QAR) and include applicable taxes unless otherwise stated.

Customer Cancellation Rights: • You may cancel your order before it has been shipped by contacting our customer support. • Orders that have already been shipped cannot be cancelled but may be returned according to our Return Policy.

Cancellation by Us: • We reserve the right to cancel orders due to pricing errors, product unavailability, or suspected fraud. • If we cancel your order, you will receive a full refund.

30-Day Delivery Rule (Qatari Law): • As per Qatari consumer protection law, if your order is not delivered within 30 days of the promised delivery date, you are entitled to cancel the order and receive a full refund. • To exercise this right, please contact our customer support with your order details.

We offer delivery across Qatar:

Delivery: • Fee: QAR 20 • Orders received before 2:00 PM will be delivered on the same day between 3:00 PM and 5:00 PM. • Orders received after 2:00 PM will be delivered the next day between 3:00 PM and 5:00 PM.

Delivery Terms: • Delivery times are estimates and may vary based on location and product availability. • You must provide accurate delivery information; we are not responsible for delays due to incorrect addresses. • Someone must be available to receive the delivery at the specified address.

For complete delivery information, please visit our Delivery Policy page.

Return Policy: • Items may be returned within 7 days of purchase if they are sealed and in original condition. • Opened items cannot be returned unless defective.

Refund Process: • Refunds are processed using the same payment method as the original purchase. • Credit card refunds may take 14-21 business days to appear on your statement.

Exchange Policy: • Items may be exchanged for the same or different product. • An exchange fee of QAR 30 applies (QAR 15 delivery + QAR 15 service fee).

For complete information, please visit our Refund & Return Policy page.

Your Rights: • If you receive a damaged or defective product, you are entitled to a replacement or full refund. • Dead on Arrival (DOA) items are eligible for immediate replacement or refund.

Reporting Process: 1. Contact our customer support within 48 hours of receiving the item. 2. Provide photos of the damage or defect from multiple angles. 3. Keep all original packaging until the issue is resolved. 4. Our team will assess the claim and provide a resolution within 3 business days.

Factory Defects: • Products with factory defects must be inspected by our technical team or authorized dealer. • If confirmed as a factory defect, you will receive a full replacement or refund at no additional cost.

Warranty Coverage: • Many products come with manufacturer warranty as specified on the product page. • Warranty period and terms vary by product and manufacturer.

Warranty Eligibility: • Warranty applies only to manufacturing defects, not damage from misuse or accidents. • Proof of purchase (order confirmation or receipt) is required for warranty claims. • Products must be used according to manufacturer guidelines.

Warranty Claims: • Contact our customer support to initiate a warranty claim. • You may be required to provide the product for inspection. • Warranty repairs or replacements are subject to manufacturer approval.

Note: Warranty terms for each product are displayed on the product page. Some products may not include warranty coverage.

Your privacy is important to us. Our collection, use, and protection of your personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference.

Key Points: • We collect only data necessary for processing orders and improving your experience. • Your data is protected using industry-standard security measures including SSL encryption. • We do not sell your personal information to third parties. • You have the right to access, correct, or delete your personal data.

For complete information, please visit our Privacy Policy page.

All content on our platform, including but not limited to: • Text, graphics, logos, and images • Software, code, and design elements • Product descriptions and photographs • Trademarks and brand names

is our property or that of our licensors and is protected by intellectual property laws. You may not: • Copy, reproduce, or distribute any content without written permission. • Use our trademarks or branding without authorization. • Modify or create derivative works from our content. • Use automated systems to scrape or collect data from our platform.

To the maximum extent permitted by law: • We shall not be liable for any indirect, incidental, special, or consequential damages. • Our total liability for any claim shall not exceed the amount paid for the specific product or service. • We are not liable for delays or failures due to circumstances beyond our control (force majeure). • Product warranties and guarantees are as specified by the manufacturer.

This limitation does not affect your statutory rights as a consumer under Qatari law.

These Terms and Conditions are governed by and construed in accordance with the laws of the State of Qatar.

• Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Qatar. • These Terms are compliant with Qatar's consumer protection regulations and e-commerce laws. • We are committed to meeting the standards set by the Ministry of Transport and Communications for e-commerce businesses in Qatar.

We are committed to resolving any issues you may have with our products or services.

How to File a Complaint: • Email: info@souqq.qa • Phone: Contact our customer support line • Contact Form: Visit our Contact Us page

Response Timeframe: • We acknowledge all complaints within 24 hours. • Most issues are resolved within 3-5 business days. • Complex cases may take up to 14 business days.

Escalation Process: • If you are not satisfied with our initial response, you may request escalation to a senior manager. • For unresolved disputes, you may file a complaint with the Ministry of Commerce and Industry or relevant consumer protection authorities in Qatar.

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to the website.

• We will notify registered users of significant changes via email. • Continued use of our services after changes constitutes acceptance of the modified Terms. • We recommend reviewing these Terms periodically for updates.

Last Updated: December 2024