Terms and Conditions

Welcome to KraftSouq ("Platform", "we", "us", or "our"), operated by Unified Systems. By accessing or using our platform at kraftsouq.com, you agree to be bound by these Terms and Conditions ("Terms"). Please read them carefully before using our services.

These Terms govern your use of the KraftSouq marketplace, including all transactions, payments processed via Thawani Pay, and interactions between customers, artisans, and community organizations.

If you do not agree to these Terms, you must not use our Platform.

To use KraftSouq, you must:

• Be at least 18 years of age or the legal age of majority in your jurisdiction.
• Provide accurate, current, and complete registration information.
• Maintain the security of your account credentials.
• Notify us immediately of any unauthorized use of your account.

KraftSouq reserves the right to suspend or terminate accounts that provide false information or violate these Terms.

KraftSouq is a technology-enabled artisan marketplace that connects service consumers ("Customers") with skilled service providers ("Artisans") through a community-verified trust model. Our Platform facilitates:

• Discovery and booking of verified artisan services across multiple categories.
• Secure payment processing via Thawani Pay (Visa and Mastercard accepted).
• A protected payment settlement model where funds are conditionally released upon service confirmation.
• Community-based artisan verification through registered religious and civic organizations.
• Dispute mediation and resolution support.

KraftSouq acts as an intermediary marketplace and is not a party to the service agreement between Customers and Artisans.

All payments on KraftSouq are processed securely through Thawani Pay, a licensed payment gateway in the Sultanate of Oman. By making a payment on our Platform, you agree to Thawani Pay's terms of service in addition to these Terms.

• Accepted Payment Methods: Visa and Mastercard debit/credit cards.
• Currency: All transactions are processed in Omani Rial (OMR).
• Payment Capture: Payment is captured at the time of booking confirmation.
• Protected Settlement: Funds are held in a protected state and released to the Artisan only after the Customer confirms satisfactory service completion.
• Conditional Release: If no dispute is raised within 48 hours of service completion, funds are automatically released to the Artisan.
• Platform Fee: KraftSouq charges a service fee on each transaction. The applicable fee is displayed at checkout before payment confirmation.
• Artisan Listing Fee: Artisans pay a one-time listing fee to create a verified profile on the Platform. This fee is non-refundable.

All payment data is encrypted and processed in accordance with PCI-DSS standards. KraftSouq does not store card details on its servers.

KraftSouq is committed to fair and transparent refund and cancellation practices for all parties on the Platform.

5.1 Customer Cancellations

• Cancellation more than 24 hours before scheduled service: Full refund to the original payment method within 5–7 business days.
• Cancellation within 24 hours of scheduled service: A cancellation fee of up to 20% of the booking value may apply to compensate the Artisan for reserved time.
• No-show by Customer: No refund will be issued. The Artisan will receive their agreed fee.

5.2 Artisan Cancellations

• If an Artisan cancels a confirmed booking, the Customer will receive a full refund within 5–7 business days.
• Repeated Artisan cancellations may result in account suspension or removal from the Platform.

5.3 Refund Process

• Approved refunds are processed back to the original payment method used at checkout.
• Refund processing time is 5–7 business days, subject to your bank's processing times.
• Refunds are processed through Thawani Pay in accordance with their refund policies.

5.4 Dispute-Based Refunds

If a Customer is dissatisfied with a completed service, they may raise a dispute within 48 hours of service completion. KraftSouq will mediate the dispute and may issue a partial or full refund at its sole discretion based on the evidence provided by both parties.

KraftSouq facilitates the booking and delivery of in-person artisan services. The following terms govern service delivery:

• Scheduling: Service appointments are confirmed at the time of booking. Both parties are notified via the Platform and/or email.
• Service Location: Services are delivered at the Customer's specified location within the Artisan's serviceable area.
• Service Standards: Artisans are expected to deliver services as described in their profile and as agreed with the Customer at the time of booking.
• Completion Confirmation: Upon service completion, the Customer will be prompted to confirm completion and provide a rating. This triggers the conditional release of funds to the Artisan.
• Non-Delivery: If an Artisan fails to deliver the agreed service without prior notice, the Customer is entitled to a full refund.
• Delays: Artisans must notify Customers of any delays as soon as possible through the Platform messaging system.

KraftSouq does not guarantee the quality of services provided by Artisans but provides a dispute resolution mechanism to address service quality concerns.

All users of the Platform agree not to:

• Provide false, misleading, or fraudulent information during registration or transactions.
• Circumvent the Platform by arranging off-platform payments to avoid service fees.
• Engage in harassment, abuse, or discriminatory conduct toward other users.
• Use the Platform for any unlawful purpose or in violation of applicable Omani law.
• Attempt to manipulate ratings, reviews, or the verification system.
• Introduce malware, viruses, or any harmful code to the Platform.
• Impersonate another person or entity.

Violation of these obligations may result in immediate account suspension, termination, and/or legal action.

All content on the KraftSouq Platform, including but not limited to text, graphics, logos, icons, images, and software, is the property of Unified Systems or its content suppliers and is protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any content on the Platform without our prior written consent.

By submitting content to the Platform (such as profile information, reviews, or service descriptions), you grant KraftSouq a non-exclusive, royalty-free license to use, display, and distribute such content in connection with the operation of the Platform.

KraftSouq collects and processes personal data in accordance with applicable data protection laws in the Sultanate of Oman. By using our Platform, you consent to the collection and use of your personal data as described in our Privacy Policy.

We implement industry-standard security measures to protect your personal and financial data. Payment information is processed exclusively by Thawani Pay and is never stored on KraftSouq servers.

To the maximum extent permitted by applicable law, KraftSouq and Unified Systems shall not be liable for:

• Any indirect, incidental, special, or consequential damages arising from your use of the Platform.
• The quality, safety, or legality of services provided by Artisans.
• Any loss or damage resulting from unauthorized access to your account.
• Service interruptions, technical failures, or errors on the Platform.
• Actions or omissions of third-party payment processors, including Thawani Pay.

Our total liability to you for any claim arising from your use of the Platform shall not exceed the amount paid by you for the specific transaction giving rise to the claim.

These Terms are governed by and construed in accordance with the laws of the Sultanate of Oman. Any disputes arising from or relating to these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of Muscat, Oman.

Before initiating legal proceedings, both parties agree to attempt to resolve disputes through KraftSouq's internal mediation process. Disputes related to payments processed via Thawani Pay may also be subject to Thawani Pay's dispute resolution procedures.

KraftSouq reserves the right to modify these Terms at any time. We will notify registered users of material changes via email or a prominent notice on the Platform. Your continued use of the Platform after such notification constitutes acceptance of the updated Terms.

We recommend reviewing these Terms periodically to stay informed of any updates.

If you have any questions about these Terms and Conditions, please contact us:

• Company: Unified Systems
• Platform: KraftSouq
• Website: kraftsouq.com
• Email: legal@kraftsouq.com
• Location: Muscat, Sultanate of Oman