DATALOOM is committed to ensuring a transparent, secure, and customer-focused digital payment experience. This policy defines the terms, rights, and procedures for refund processing, fraud reporting, and complaint resolution for all users and merchants using our platform.
Fraudulent Transactions & Social Engineering Complaints
Reporting Window
Any fraudulent transaction, unauthorized access, or social engineering attack must be reported within 24 hours of occurrence to qualify for consideration.
Required Information
Customers must provide:
- Transaction ID or reference number
- Date and time of transaction
- Account or wallet number used
- Screenshots, audio recordings, or any relevant evidence if social engineering was involved
Action & Liability
- DATALOOM will initiate a tri-party investigation with the acquiring merchant and bank/wallet provider.
- If fraud is confirmed, a full or partial refund will be processed subject to recovery.
- If reported after 24 hours, the claim may be rejected due to risk of delayed detection and lack of data integrity.
Refund Eligibility and Process
KYC and Refund Precondition
All refund requests will be processed only after the customer has completed Know Your Customer (KYC) verification in accordance with DATALOOM’s regulatory compliance obligations.
Valid Reasons for Refund
A refund may be granted under the following conditions:
- Double or incorrect charge due to system or merchant error
- Failure to deliver a promised product or service within the defined delivery window
- Delivery of damaged, faulty, or materially incorrect items
- Fraudulent or unauthorized transactions reported within the defined timeline
Deductions on Refund
Refunds may be subject to deduction of applicable taxes and charges, including but not limited to:
- VAT (Value Added Tax)
- FED (Federal Excise Duty)
- Transaction or gateway processing fees, if already deducted by third-party providers
Refund Method & Timeline
- Refunds will be made via the same payment channel (bank account, mobile wallet, or card) from which the original transaction was made.
- Refunds will only be credited to the same account title and number to ensure anti-fraud compliance.
- Refunds are typically processed within 48 to 72 working hours from final approval.
- In exceptional cases requiring deeper investigation, DATALOOM reserves the right to extend this processing period to 7 working days, with prior notice to the customer.
Product Non-Delivery, Discrepancy & Damage Complaints
Merchant Commitment Window
If the merchant has clearly communicated a delivery timeframe (e.g., 7 or 10 days), customers are expected to wait for that period to expire before raising a non-delivery complaint.
Complaint Scenarios Allowed
- Product was not delivered even after the committed time has passed
- Product or service is substantially different from the advertised listing
- Delivered item is damaged, incomplete, expired, or defective
Evidence Submission
- Customer must submit order receipt/invoice
- Clear images/videos of the received product (if any)
- Any email/SMS/chat records between merchant and customer regarding delivery
Complaint Submission Timeline
- Complaints must be lodged within 72 hours of expected delivery or receipt
- Failure to raise a complaint within this window may render the refund request ineligible
Refund Policy vs. Merchant Policy
Merchant Terms Precedence
- Each merchant integrated with DATALOOM may have its own refund, delivery, and return policy.
- DATALOOM honors those terms unless they contradict consumer protection laws or this platform policy.
Policy Mismatch Resolution
- DATALOOM will mediate between the customer and the merchant
- In case of non-response from the merchant within 3 working days, DATALOOM may take a final decision in the interest of the customer, subject to transaction validation
Non-Refundable Scenarios
- Buyer’s remorse or change of mind after payment
- Disagreement over pricing or merchant terms after acceptance
- Customer failed to review merchant delivery/refund policy
- Order fulfilled exactly as described by the merchant
Legal Disclaimer
- DATALOOM is a technology-based payment aggregator and does not manufacture, store, or directly sell products or services.
- DATALOOM’s role is limited to transaction facilitation between customer and merchant.
- DATALOOM shall not be liable for indirect losses unless due to gross negligence or system failure.
Complaint Registration & Resolution Process
Steps to Lodge a Complaint
Information Required
- Full Name and CNIC
- Transaction Reference ID
- Date of Transaction
- Description of Issue
- Screenshots or supporting documents (if any)
Investigation & Resolution
- Complaints will be acknowledged within 24 hours of receipt
- Standard resolution time is within 7 working days
- Complex cases involving fraud, chargebacks, or cross-border transactions may take longer. Customers will be notified proactively in such cases.
Contact & Escalation
- Email: support@dataloom.biz
- Website: www.dataloom.biz
- WhatsApp: +44 77 0401 0093
- A member of our support team will respond as soon as possible.
- For legal escalations or regulatory queries, please write to:
Email: support@dataloom.biz
Effective Date: 09-10-2024
