Term and Conditions
These terms and conditions outline the rules and regulations for the use of Reliable Gateways’s Website and Services:
1. Acceptance of Terms
By accessing and using our website and services, you accept and agree to be bound by the terms and provision of this agreement. In addition, when using these particular services, you shall be subject to any posted guidelines or rules applicable to such services.
2. Privacy Policy
Our Privacy Policy, which sets out how we will use your information, can be found at Privacy Policy. By using this Website, you consent to the processing described therein and warrant that all data provided by you is accurate.
3. Service Description
Reliable Gateways provides e-commerce services, including but not limited to payment processing, inventory management, and customer engagement tools. We reserve the right to modify or discontinue any service with or without notice to the user.
4. User Account
If you use any part of the site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.
5. Payments
You represent and warrant that if you are purchasing something from us that:
(i) any credit information you supply is true and complete.
(ii) charges incurred by you will be honored by your credit card company.
(iii) you will pay the charges incurred by you at the posted prices, including any applicable taxes.
Accepted Card Types
● Visa
● MasterCard
● UnionPay
Accepted Currencies
● AED (United Arab Emirates Dirham)
● USD (United States Dollar)
6. Refund and Return Policy
At Reliable Gateways, we aim to ensure satisfaction with every transaction. If there’s ever a concern with over-invoicing or if you need to return goods, we’re here to help.
Refund Conditions
● Over-Invoicing: If you’ve been charged more than the agreed amount, please contact us. We’ll review your case and issue a refund for the overcharged amount if confirmed.
● Returned Goods: If you need to return goods, let us know. We handle returns on a case-by-case basis to determine if a refund or replacement is appropriate.
How to Request a Refund or Return
To request a refund or return, please contact us with your transaction details and the issue you’ve encountered. We’ll guide you through the process and work with you to resolve the matter as quickly as possible.
7. Prohibited Activities
You are prohibited from using the site or its content for any unlawful purpose, to solicit others to perform or participate in any unlawful acts, to violate any international regulations, rules, laws, or local ordinances, to infringe upon or violate our intellectual property rights or the intellectual property rights of others.
8. Shipping Policy
Shipping Process and Timing
Once your order is placed, we process and ship your items as quickly as possible. The standard shipping time for items is typically between 3-5 business days. For all shipments, we will provide you with tracking information so you can follow your order’s journey to your doorstep.
Multiple Shipments
If you order multiple items, we may ship them separately depending on their availability and the locations of our suppliers. Each shipment will have its own tracking information
Specific Conditions
● Single Item Orders: If you purchase one item, it will be shipped as soon as it is ready and available.
● Multiple Item Orders: For orders with more than one item, each may be shipped separately. You will receive separate tracking details for each package.
● Items Not in Stock: If an item is not available in the stock, we will inform you of the delay and expected time of arrival. We may offer an alternative item or the option to cancel the order.
● Different Supplier Locations: If items are shipped from different locations of our suppliers, shipping times may vary. We will keep you informed about each part of your order and provide tracking information for each shipment.
Customer Information
We will keep you updated via email or through our website’s customer account interface about the status of your order, including shipping and tracking details.
9. Cancellation and Replacement Policy
Cancellation Policy
Timing for Cancellation: Orders can be canceled within 24 hours of placement unless they have already been dispatched. If your order has been shipped, please refer to our replacement policy. How to Cancel: To cancel an order, please contact our customer service team with your order details. We will guide you through the process and confirm the cancellation.
Replacement Policy
Replacements are available under the following conditions:
● Wrong Product Sent: If you receive a product different from the one you ordered, please contact us within 48 hours of receiving the product to arrange a replacement.
● Defective Product: If the product you received is defective, you may request a replacement within 7 days of receipt. Please provide details and, if necessary photographic evidence of the defect
● Damaged in Shipping: If your product was damaged during shipping, report this to us within 48 hours of delivery. Include photos of the damaged item, if possible, to expedite the process.
● Late Delivery: If the item was not delivered by the agreed time, contact us to find out if you are eligible for a replacement or cancellation
Process for Replacement
To initiate a replacement, contact our customer service with your order number and the specific issue. We may require you to return the original item. We will provide detailed instructions on how to proceed with the return and how your replacement will be handled. Please note: The above policies are subject to items being returned in their original condition, with all packaging and accessories included. Certain types of items may be exempt from being returned due to hygiene concerns or other regulations.
10. Dispute and Resolution Policy
Reasons for Disputes
Disputes may be raised for various reasons, including but not limited to:
● Wrong Product Received: The product delivered is different from what was ordered.
● Product Not As Described: The product does not match the description on the website.
● Damaged or Seal Broken: The product arrived damaged or with a broken seal.
● Part/Accessory Missing: Essential parts or accessories are missing from the order.
● Incompatible Product Number: The product number does not match the one listed or is incompatible with existing systems.
● Incorrect Merchant/Brand Name: The product received is from a different merchant or brand than advertised.
● Defective/Functional Issues: The product has defects or does not function as described.
● Invalid Invoice Claims by Manufacturer: The product is not working, and the manufacturer claims the invoice is invalid
Resolution Process
1. Initiating a Dispute: To initiate a dispute, contact our customer service within 7 days of product delivery. Please provide your order number, details of the issue, and any supporting evidence (photos, descriptions).
2. Investigation: We will investigate the issue by reviewing the order information and communication between buyer and seller. We may contact both parties for further information.
3. Resolution Attempts: We aim to resolve disputes amicably by facilitating communication between the buyer and the seller. If the dispute can be resolved through replacement, refund, or return, we will guide both parties on the necessary steps.
4. Escalation: If the dispute cannot be resolved through direct communication or initial mediation, it may be escalated to a formal review. We may involve legal advisors or external mediators if necessary.
5. Final Resolution: Both parties will be informed of the resolution decision, which must be adhered to as per the terms agreed upon using our platform.
11. Delivery Policy
Delivery Process
● Order Processing: Once you place an order, we will confirm receipt and begin processing. Processing times may vary depending on product availability and specific order requirements.
● Shipping: After processing, your order will be shipped. The shipping method chosen at the time of checkout will determine the speed of delivery.
● Tracking: We will provide you with a tracking number once your order is shipped so you can monitor its progress.
Delivery Timing
● Local Deliveries: For orders within the UAE, expect delivery within 3-5 business days
Conditions
● Address Verification: Ensure that the delivery address is correct at checkout to avoid delays.
● Receiving Deliveries: Someone must be present to receive the delivery and sign for it. If no one is available at your specified delivery address, the order will be returned to the warehouse and you will be contacted for further instructions.
Compliance with Legal Restrictions
Reliable Gateways will NOT deal or provide any services or products to any OFAC (Office of Foreign Assets Control) sanctioned countries in accordance with the law of the UAE.
12. Changes to Terms and Conditions
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms and Conditions by posting updates and changes to our website. It is your responsibility to check our website periodically for changes.