Sadad is your one-stop destination for all digital payment solutions. We as a player
in the service industry, requires a focused and pinpointed approach to customer
service. Furthermore, the competitive market scenario necessitates that we have a
solid mechanism in place to resolve/address customer complaints in a timely and
effective manner, as well as compensate customers for any financial losses.
To ensure continued customer satisfaction, retention, and sustained growth of
products and services, the SADAD will strive to provide the highest quality of
customer service. A genuine customer complaint may exist, or it may be the result
of a misunderstanding about the product or service. SADAD has put in place an
appropriate mechanism for resolving customer grievances to make it easier for
customers to raise their concerns.
SADAD intends to implement systems, procedures, and a review mechanism to minimize instances of customer dissatisfaction and to ensure prompt redressal of customer complaints and grievances through a comprehensive Customer Grievance Redressal Policy. Furthermore, the following are the policy's primary goals:
SADAD has developed a Complaints Handling and Resolution Process to ensure that customer complaints are properly routed and handled. To ensure a prompt resolution of their issues, the Customer can read and understand the escalation matrix below
Customers can refer to specific queries/issues related to their
grievance on the SADAD Support Page- Support. Customers can fill
out forms for specific issues to report their complaints. Within 4-5
working days, SADAD will respond to the Customer's grievance. If the
customer is unhappy with the response, he or she can escalate to the
next level of escalation.
If a grievance takes more than the prescribed time span, the
Customer can request an update on the status of the grievance by
sending an email to support@sadad.qa, and the Customer will be
kept informed of the status of the grievance.
If the Customer is dissatisfied with the answer and still has a
grievance, the Customer should take his or her complaint to the
Nodal Officer.
7th Floor, Al Khair Tower, Suhaim Bin Hamad Street, Al Sadd, Doha, Qatar
If the Customer does not receive the services/products
within the specified time span, or if the products obtained
are different, faulty, or damaged, the Customer should
review the Merchant's terms and conditions, delivery
policy, refund/exchange/return/cancellation policy, and
contact the Merchant to address the problem.
The Customer can contact the Merchant directly to address
problems with a particular order by using the contact us
(email or phone support) option on the Merchant's
website. The Customer will exchange transaction
information with the Merchant, such as the date of the
transaction, the amount of the transaction, the Order ID
shared by the Merchant, and a summary of the issue.
Customers with questions about order cancellations, refunds, or
returns should contact the Merchant directly and follow the
guidelines outlined in the Merchant's return/refund/cancellation
policy. Please keep in mind that because SADAD is a payment
gateway, it can only help Merchants with online payments. SADAD is
not in charge of distribution or order fulfilment.
If a transaction fails or an order is not generated at the time of
transaction on the Merchant's website, the Customer should receive
a credit in their bank account within 5-7 business days. If the
Customer has not received the amount, the Customer can contact the
Merchant for more information, as refunds are handled by the
Merchant.
If the Merchant refuses to process a refund to the Customer in cases
where the Merchant failed to provide services or goods, the
Customer may contact SADAD for assistance.
With the subject line "Reporting Fraud," the Customer can instantly write to the Nodal Officer about a transaction that was not approved by the Customer or reporting about a fraudulent Merchant. For such an illegal purchase, the Customer can also file a chargeback.
