CANCELLATION POLICY

SouqHub E-Commerce Platform

This Cancellation Policy explains when and how orders may be cancelled on the SouqHub marketplace. It should be read together with the SouqHub Terms and Conditions, Return Policy, Refund Policy, applicable vendor policies, and mandatory consumer rights under the laws of [Insert Country/Jurisdiction].

Because SouqHub is a multi-vendor marketplace, the ability to cancel an order may depend on whether the order has been accepted, prepared, dispatched, delivered, or otherwise completed.

1. Customer Cancellation Before Vendor Acceptance

Customers may request cancellation before the relevant vendor accepts or begins processing the order. Where the cancellation is accepted at this stage, the order will normally be cancelled without a cancellation fee and any payment authorization or collected amount will be released or refunded in accordance with the payment method and applicable law.

2. Cancellation After Acceptance or Preparation

After a vendor accepts, prepares, customizes, packs, or dispatches an order, cancellation may no longer be available or may be subject to specific conditions. If cancellation is still possible, the customer may be responsible for reasonable preparation, handling, delivery, collection, customization, or other disclosed costs where permitted by law.

For customized, made-to-order, perishable, digital, hygiene-sensitive, or otherwise restricted products, cancellation may be unavailable once preparation or processing has started, except where the product is defective, incorrect, not as described, or a mandatory legal right applies.

3. How to Cancel an Order

To request cancellation, the customer should:

1. open the relevant order in the SouqHub account;
2. select the cancellation option where available;
3. choose the reason for cancellation and submit the request;
4. wait for the cancellation status or confirmation before assuming that the order has been cancelled;
5. contact SouqHub Support immediately at [Insert Support Email] if the cancellation option is unavailable or the order is urgent.

A cancellation request is not complete until the customer receives confirmation through the Platform, email, SMS, or another authorized communication channel.

4. Cancellation by SouqHub or a Vendor

SouqHub or the relevant vendor may cancel an order for legitimate reasons, including:

1. the product is unavailable, discontinued, or cannot be sourced;
2. the vendor cannot fulfill the order within the stated or reasonable timeframe;
3. a clear pricing, description, inventory, or technical error occurred;
4. the delivery address is outside the service area or cannot be safely served;
5. payment authorization fails or a transaction appears unauthorized or fraudulent;
6. the order violates applicable law, marketplace rules, vendor terms, or product restrictions;
7. a product-safety, quality, authenticity, security, or operational concern arises;
8. an event outside reasonable control prevents fulfillment or delivery.

If an order is cancelled after payment, the eligible amount will be refunded in accordance with the SouqHub Refund Policy and applicable law. Where appropriate, SouqHub may offer an alternative product, rescheduling, store credit, or another remedy, subject to customer consent and availability.

5. Cancellation by Delivery Partners

A delivery attempt may be cancelled, returned, or rescheduled when the customer is unavailable, the address is inaccurate or inaccessible, delivery instructions cannot be followed, the customer refuses the order, or a safety or operational issue occurs. Additional delivery attempts or charges may apply only where clearly disclosed and permitted by law.

6. Failed Delivery and Customer Unavailability

Customers are responsible for providing an accurate delivery address, reachable contact details, and reasonable access for delivery. If delivery fails because of inaccurate information, repeated unavailability, refusal to receive the order, or failure to follow delivery instructions, the order may be returned to the vendor or cancelled. The applicable refund, delivery charge, or restocking treatment will depend on the circumstances and applicable policy.

7. Payments, Refunds, and Cancellation Fees

When a cancellation is approved, the refund amount and timing depend on when the cancellation occurred, the reason for cancellation, the order status, the payment method, the vendor’s preparation costs, and applicable law. Approved refunds are generally returned to the original payment method. Banks and payment providers may require additional processing time.

Any cancellation fee, preparation cost, delivery fee, restocking fee, or other deduction must be disclosed before it is charged and must be permitted by applicable law. No provision of this Policy limits a customer’s non-waivable statutory rights.

8. Promotional Orders and Commission Offers

If an order was placed using a discount, voucher, free-delivery offer, loyalty credit, vendor promotion, or other incentive, cancellation may affect eligibility for that promotion. Promotional credits may not be refundable in cash. SouqHub may recalculate the refund or reverse the promotional benefit where the promotion’s terms permit it.

9. Cancellation and Returns After Delivery

Once an order has been delivered, it generally cannot be cancelled. The customer may instead submit a return, exchange, defect, damage, or refund request under the applicable SouqHub Return Policy and Refund Policy. A delivered product should not be treated as cancelled merely because the customer has requested a return.

10. Fraud, Abuse, and Repeated Cancellations

SouqHub may review repeated, suspicious, or abusive cancellation activity, including false claims, payment abuse, intentional refusal of deliveries, account misuse, or attempts to avoid disclosed fees. Where permitted by law, we may limit cancellation privileges, require additional verification, suspend an account, decline an order, or take other appropriate action. Legitimate consumer rights remain unaffected.

11. Vendor Responsibilities

Vendors must maintain accurate inventory and processing information, respond promptly to cancellation requests, avoid accepting orders they cannot reasonably fulfill, and cooperate with refunds or customer resolutions. Vendor cancellation practices must comply with applicable consumer, product, payment, and marketplace requirements.

12. Changes to This Policy

We may update this Cancellation Policy to reflect changes in our Platform, vendors, payment methods, delivery operations, or legal requirements. The updated version will be posted with a revised effective date. The policy applicable to an order will generally be the version in effect when the order was placed, unless another version is required by law or provides a more favorable remedy.