Souq by HalalHQ Seller Policy

Overview

HalalHQ is committed to ensuring fair and transparent refund processes for both buyers and sellers. This policy outlines seller responsibilities and procedures for handling refund requests.

Valid Refund Reasons

Buyers may request refunds for the following reasons:

• Defective item: Product arrived damaged or not functioning as described
• Not as described: Product significantly differs from listing description or images
• Not received: Item was not delivered within the specified timeframe
• Wrong item: Incorrect product was shipped
• Other: Legitimate concerns requiring seller review

Seller Responsibilities

As a seller, you must:

• Review refund requests within 48 hours
• Respond professionally and fairly to buyer concerns
• Approve legitimate refund requests promptly
• Provide clear reasons if rejecting a refund request
• Communicate directly with buyers to resolve issues when possible

Refund Process

1. Buyer initiates request: Buyer submits refund request with reason and optional evidence
2. Seller review: You receive notification and review the request in your dashboard
3. Decision: Approve, reject (with reason), or message buyer for clarification
4. Automatic processing: If approved, Stripe processes the refund automatically
5. Admin escalation: If rejected, buyer may escalate to HalalHQ admin for review

Refund Timeframes

• Defective/faulty items: Protected by Australian Consumer Law guarantees (no time limit - buyers can request refunds for a reasonable period based on product type)
• Not as described: Buyers entitled to refund if product differs significantly from listing
• Seller response: Within 48 hours of request
• Refund processing: 5-10 business days via Stripe
• Buyer's card credit: Depends on their financial institution

Partial vs. Full Refunds

Sellers may issue:

• Full refund: For completely defective or wrong items
• Partial refund: For minor defects or missing components (with buyer agreement)

Admin Intervention

HalalHQ admin may intervene if:

• Buyer escalates a rejected refund
• Seller consistently rejects legitimate requests
• Disputes become contentious or unclear
• Policy violations are suspected

Admin decisions are final and must be honored by sellers.

How Payments Work

HalalHQ operates on a trust-based payment system (Amānah) that ensures fairness for both buyers and sellers while complying with Islamic commercial principles and Australian Consumer Law.

Payout Schedule

When a customer purchases your product, the payment is held securely via Stripe until delivery is confirmed. Here's how your payout works:

Why the 3-Day Delay?

Payout Split Explained (Tier-Based)

Your total payout is split into three parts based on your seller tier:

View Your Payout Status

Track all your payouts in real-time through your seller dashboard:

• Early payouts (in transit DELIVERY orders)
• Pending payouts (awaiting 3-day hold)
• Reserve balance (tier-based holdbacks)
• Completed payouts (transaction history)
• Ledger entries (detailed financial records)

Australian Consumer Law (ACL) Compliance

All products sold on HalalHQ are covered by Australian Consumer Law guarantees:

• Consumer guarantees apply automatically - Cannot be excluded or modified
• Defective items: Seller must accept returns, provide refunds/replacements, and cover return shipping
• Not as described: If product differs significantly from listing, buyer entitled to refund
• No time limit: ACL guarantees apply for a reasonable period based on product type
• Platform enforcement: HalalHQ automatically enforces ACL compliance for all refund requests
• Post-payout protection: If defective item claims occur after seller payout, HalalHQ processes refunds and recovers costs from seller's reserve balance (10-20% held for 14 days after main payout)

Seller Policy Pages

You can manage the following policy pages in your seller dashboard to provide transparency to buyers:

• Shipping Policy - Your delivery timeframes, shipping methods, and handling times
• Terms of Service - Your business terms and conditions
• Cancellation Policy - Your pre-fulfillment cancellation terms
• Privacy Policy - How you handle customer data (if collecting beyond HalalHQ)

Policy Display Locations

Policies are displayed to buyers at key touchpoints throughout the shopping experience:

Our Commitment

Souq by HalalHQ is dedicated to serving the global halal community with authentic, halal-compliant products. All sellers must adhere to Islamic principles and ethical standards.

Allowed Products

You may sell a wide range of products, including but not limited to:

• Halal food & beverages: Must have valid halal certification where applicable
• Fashion & clothing: All types of clothing including t-shirts, casual wear, modest fashion, hijabs, abayas, sportswear, etc.
• Books & education: Islamic studies, general books, children's books, educational materials
• Prayer items: Prayer mats, tasbihs, Quran stands, Islamic decor
• Beauty & skincare: Alcohol-free cosmetics, halal-certified products, general skincare
• Home & living: Furniture, kitchenware, home decor, electronics, household items
• Health & wellness: Vitamins, supplements, fitness equipment, health products
• Electronics & gadgets: Phones, accessories, tech products
• Toys & games: Children's toys, educational games (age-appropriate content)
• Arts & crafts: Supplies, handmade items, creative materials

As long as products don't fall into the prohibited categories below, you're welcome to sell them.

Strictly Prohibited Products

The following are absolutely forbidden:

• Alcohol & intoxicants: Any alcoholic beverages or products containing alcohol
• Pork & non-halal meat: Pork products, non-halal slaughtered meat
• Gambling items: Lottery tickets, casino equipment
• Inappropriate imagery: Content violating Islamic modesty standards
• Counterfeit goods: Fake branded items or copyright violations
• Weapons & illegal items: As per Australian law

Halal Certification Requirements

For food and beverage products:

• Provide proof of halal certification from recognized certifying bodies
• Display certification logos clearly on product listings
• Keep certification documents up to date
• For products without formal certification, clearly state ingredients and sourcing

Product Images & Descriptions

All product content must:

• Accurately represent the product being sold
• Not contain inappropriate, sexually suggestive, or offensive imagery
• Use your own images or properly licensed content
• Be appropriate for a general audience including families
• Respect community standards and avoid content that would be considered offensive to halal-conscious customers

Note: Product photography using male models or mannequins to showcase clothing is acceptable. For women's clothing, use mannequins, flat lays, or product-only photography without female models. All imagery should remain family-friendly and appropriate for our halal-conscious community.

Ingredient Transparency

For beauty, skincare, and food products:

• List all major ingredients clearly
• Disclose alcohol content (even if trace amounts)
• Specify animal-derived ingredients (gelatin, collagen, etc.)
• Indicate if products are vegan, vegetarian, or contain animal products

Review & Compliance

HalalHQ reserves the right to:

• Review all product listings before approval
• Request additional documentation for halal claims
• Remove listings that violate these guidelines
• Suspend accounts for repeated violations
• Conduct periodic audits of seller products