📒 Mushanai – Customer Protection Policy

1. Vendor Verification (KYC/KYB)

Every vendor must pass:

• National ID verification
• Business registration checks
• Address verification
• Product authenticity checks (random audits)

Non-compliant vendors are immediately suspended.

2. Buyer Protection Guarantee

You are protected when:

• The product you receive is fake
• The order never arrives
• The vendor sends a wrong or damaged item
• The vendor disappears or refuses to respond
• A fraudulent transaction is suspected

In these cases, Mushanai will:

• Investigate the complaint
• Suspend the vendor if necessary
• Refund you in full once validated

3. Secure Payments Only

4. Dispute Resolution

Customers may open a dispute within:

• 7 days for damaged/wrong items
• 48 hours for failed deliveries
• Immediate reporting for suspected fraud

We respond within 24–48 hours.

5. Return & Refund Rules

Refunds apply when:

• The item is not as described
• The wrong item was delivered
• Delivery failed or exceeded reasonable time
• Vendor misrepresentation was proven

No refunds for:

• Change of mind
• Items damaged by customer misuse

6. Anti-Fraud Monitoring

Mushanai uses:

• IP tracking
• Device fingerprinting
• Suspicious behavior detection
• Manual audits of vendor listings
• Blacklisting of fraudulent accounts

7. Vendor Penalties

For fraud, vendors may face:

• Account termination
• Confiscation of pending payouts
• Reporting to law enforcement
• Platform-wide blacklisting
• BAN of any future accounts

8. Customer Responsibilities

Customers must:

• Provide accurate delivery details
• Verify products on delivery
• Report issues promptly
• Avoid direct payments to vendors