1. Cancellation and refund window

You may request cancellation and a refund within 14 calendar days of payment, provided that work has not started and no substantial deliverable or service benefit has been activated or delivered.

2. If work has already started

If you ask us to start, or agree that we may start, work during the 14-day period, any approved refund will normally be limited to the portion of the service that has not yet been performed. We may deduct the value of work already completed and any genuine, non-refundable third-party costs incurred specifically for your order. Any such deductions will be explained clearly.

3. Customised services

If a service has been configured or tailored specifically for you and work has started with your approval, any refund request will be assessed based on the portion of the service that remains unperformed. This does not limit any mandatory rights you may have if the service is defective, not delivered as agreed or otherwise fails to conform to the agreed scope.

4. Defective or non-conforming services

If a service is defective or does not match the agreed scope or specifications, please contact us promptly. We will review the issue and provide an appropriate remedy in line with the agreement and applicable consumer protection laws in the Sultanate of Oman.

5. Third-party charges

Some services may involve fees paid to external providers, such as hosting or other technology providers, that are non-refundable under the provider’s own terms. Where this applies, we will explain the relevant charge before work begins or when your refund request is assessed.

6. How to request a refund

Email admin@panda.om or contact us by WhatsApp or phone on 95117878. Please include your name, invoice or payment reference (if available), payment date and the reason for your request.

7. Refund processing

Once a refund is approved, we will return the funds to the original payment method wherever possible. The time it takes for the refund to appear in your account will depend on your bank or payment service provider.

8. Legal framework

This policy has been prepared with reference to the Consumer Protection Law issued under Royal Decree No. 66/2014, its Executive Regulation issued under Decision No. 77/2017, as amended, and the E-Commerce Regulation issued under Ministerial Decision No. 499/2023. Nothing in this policy is intended to limit or reduce any mandatory consumer right available under applicable law.