1. Introduction

2. Selling on SouqLebnani

• Sellers can only list handmade, homemade, or crafted products.
• Product descriptions, images, and prices must accurately reflect the actual product.
• Prohibited items include illegal goods, hazardous materials, counterfeit products, and any items that violate Lebanese laws.
• SouqLebnani reserves the right to remove any product that does not comply with its policies.

3. Payment, Commissions & Cash on Delivery (COD) Policy

• Only Cash on Delivery (COD) is accepted as a payment method.
• Before the delivery company transfers funds to sellers, SouqLebnani, as the platform owner, will collect a 5% commission from each transaction.
• Aramex, our current delivery partner, collects the payment from buyers and transfers it to SouqLebnani after deducting service and delivery fees.
• The delivery company deducts 0.5% of the collected amount as a COD service fee.
  • Example: If a buyer pays $100, Aramex deducts $0.50 as a COD fee, and SouqLebnani deducts $5 as a commission. The seller receives $94.50.
• If a buyer refuses to accept an order, the seller may be responsible for return handling.
• SouqLebnani will transfer seller payments using Neo – Digital Banking platform by Bank Audi within one week of receiving the funds from Aramex.
• Sellers must have a Neo account, which is easy to open, to receive their payments.

4. Order Processing & Delivery

• Once an order is placed, SouqLebnani arranges pickup and delivery with the designated delivery company (currently Aramex).
• If any issues arise with the delivery company in the future, SouqLebnani reserves the right to change the provider to ensure the best service for all platform users.
• Sellers must ensure products are available and prepared for collection within the agreed timeframe.
• Shipping Fees:
  • $3.80 for the first 10 kg
  • $0.15 for each additional kg
  • Additional costs may apply for oversized items that require special handling or exceed standard shipping dimensions.
  • Fuel surcharges may apply, based on market rates, according to the following structure:
  • Fuel Price: 15.01 – 15.50 USD → 2% surcharge
  • Fuel Price: 15.51 – 16.00 USD → 4% surcharge
  • Fuel Price: 16.01 – 16.50 USD → 6% surcharge
  • Fuel Price: 16.51 – 17.00 USD → 8% surcharge
  • Fuel Price: 17.01 – 17.50 USD → 10% surcharge
  • Fuel Price: 17.51 – 18.00 USD → 12% surcharge
  • Fuel Price: 18.01 – 18.50 USD → 14% surcharge
  • For every additional 0.50 USD increase in fuel price, an extra 2% surcharge applies.
  • Example: If an order weighs 12 kg, the shipping cost is calculated as follows:
    • First 10 kg: $3.80
    • Additional 2 kg: $0.15 × 2 = $0.30
    • Total shipping cost: $4.10
• Shipping fees are added to the product price when the order is placed, so the buyer pays the total amount, including shipping.
• Delivery time is a maximum of three (3) days, excluding public holidays and exceptional events that may cause delays.
• If the delivery company cannot reach the buyer, three delivery attempts will be made at no additional charge. If the item remains undelivered after these attempts, it will be returned to the seller for free.
• Sellers must use appropriate packaging to prevent damage during delivery.
• SouqLebnani-branded round stickers may be placed on the outer packaging of items. These stickers will not alter or affect the packaging or branding of the seller’s products.

5. Order Cancellations & Returns

• Buyers can cancel an order before shipment at no charge.
• If an order is refused at delivery, the return process will be handled accordingly.
• Returns are only accepted for damaged or incorrect items, and must be reported within 48 hours of receiving the order.
• Refunds, if applicable, are processed after review by SouqLebnani.

6. Seller Responsibilities

• Declare the correct price and value of their products.
• Ensure orders are ready for pickup on time.
• Use secure and proper packaging for safe transportation.
• Comply with all Lebanese laws and regulations.
• Avoid listing restricted or prohibited items.
• Accept that the platform deducts a 5% commission on all sales, along with delivery service charges.

7. Liability & Lost Orders

• Once an order is handed over for delivery, the designated delivery company (currently Aramex) is responsible for transportation.
• The delivery company’s insurance covers items with a minimum protection of $25 and a maximum of $4,000, as per the contract with Aramex.
• If a shipment is undelivered for more than 21 days, it may be returned at an additional charge or disposed of.
• Example: If an order is lost in transit, the delivery company will compensate up to $25, regardless of the order value, unless additional protection has been arranged.
• SouqLebnani is not liable for lost or stolen orders after they are delivered.

8. Account Suspension & Policy Violations

• Repeatedly fail to fulfill orders.
• Engage in fraudulent or illegal activities.
• Receive multiple complaints from buyers.
• Attempt to bypass the platform by arranging sales outside SouqLebnani.

9. Dispute Resolution

• Disputes related to transactions, deliveries, or payments must be reported to SouqLebnani’s support team.
• If a resolution cannot be reached, disputes will be handled under Lebanese law in Lebanese courts.

10. Privacy & Data Protection

• Buyer and seller information is kept confidential and is only used for marketplace operations.
• Personal data will not be shared with third parties without consent, except when required by law.