Legal
Refund & Cancellation Policy
When a platform charge can be refunded, how to request it, and how subscription cancellation works. This policy is written to be consistent with the refund requirements of our payment provider, Thawani.
What this covers
Fees MachineDown charges for its own platform services: qualified leads, provider subscriptions and paid reports. It does not cover payments for repair work, parts or services ordered directly from a technician or supplier; those are settled between you and the provider, and MachineDown cannot refund them.
Lead fee refunds
A lead fee is refundable when the lead did not meet the published qualification rules: wrong or unreachable customer contact details, equipment outside the provider's declared coverage, a duplicate of a lead already accepted, or a request cancelled by the customer before first contact. Open a dispute from the lead in the technician portal within 14 days, or contact support.
Subscription cancellation
Subscriptions are prepaid periods and never renew automatically unless automatic renewal has been expressly approved by Thawani and clearly disclosed at checkout. You can cancel at any time from your dashboard or by contacting support; cancellation takes effect immediately for future charges and your plan features run to the end of the period you paid for.
Refund eligibility
Refunds are considered case by case where a platform service was not delivered as described, a duplicate or erroneous charge occurred, or the consumer law of your market requires it. Refunds are returned to the original payment method through Thawani.
How to request a refund
Email admoboman@gmail.com or call +968 7225 9505 with your payment reference, or open a support ticket from the help centre choosing "Payment or subscription". No account is required, and every request is answered by a person.
Processing times
Approved refunds are issued through Thawani to the original payment method. Processing typically takes 5 to 10 business days from approval, depending on your bank or card issuer. You receive an email confirmation when the refund is issued.