Digital Product of Möglich Company
Last updated: March 2026
This Refund Policy outlines the conditions under which users may request a refund for a product or service purchased through Rafiia, a digital platform developed by Möglich Company.
Rafiia is a technology platform that connects:
users (customers),
partner merchants (supermarkets, restaurants, shops, pharmacies, etc.),
independent delivery partners or service providers.
Rafiia centralizes payments in order to secure transactions before redistributing funds to the relevant partners.
As part of payment and refund management, certain operations may generate technical and financial processing costs.
To speed up refunds and avoid unnecessary financial charges, Rafiia prioritizes refunds through the internal wallet (Rafiia Wallet).
Benefits of refunds through the Wallet include:
instant or very fast refunds
no additional transaction fees
the ability to reuse funds immediately on the platform
Users may then use their wallet balance for future purchases on Rafiia.
If a user requests a refund to the original payment method (Mobile Money, bank card, etc.), technical fees may apply.
These fees correspond to charges imposed by:
payment gateways
financial operators
payment processing providers
In such cases, fees of up to 5% of the total order amount may be deducted from the refund.
These fees help cover:
non-recoverable banking fees
financial operator commissions
technical processing costs related to the refund
Delivery fees are managed by logistics partners and are refundable only under certain conditions.
Product or service not delivered
Possible deduction:
up to 5% transaction fee (if refunded externally)
Delivery fees may also be deducted if a delivery attempt has already been made.
Product delivered but refund requested
Possible deductions:
up to 5% transaction fee
delivery fees, since the delivery service has already been performed.
Incorrect, damaged, or non-compliant product (merchant’s fault)
No fees will be deducted.
The refund will be fully processed.
Order cancelled due to confirmed merchant unavailability
No fees will be deducted.
The refund will be fully processed.
A refund may be granted if:
the product was not received
the delivered product is incorrect
the product is damaged or non-compliant
the order was cancelled within the allowed time period
the merchant confirms stock unavailability or service cancellation
Certain products or services may not be refundable, including:
opened or already used products
customized or made-to-order products
services that have already been fully performed
reservations cancelled outside the permitted cancellation window
Food, beverages, fresh products, or perishable goods may be subject to special refund conditions.
Due to their sensitive nature, food products that have already been delivered generally cannot be returned.
However, a refund may be granted if:
the product is damaged
the product is clearly unfit for consumption
the delivered product is incorrect
In such cases, evidence (photos or detailed descriptions) may be required to evaluate the situation.
To request a refund:
Go to My Account → My Orders
Select the relevant order
Click Request a Refund
Provide the required information or supporting evidence
Rafiia will review the request within 3 to 7 business days.
Once the request is approved, the refund may be issued:
to the Rafiia Wallet (preferred and faster solution)
or to the original payment method
Processing time generally ranges from 5 to 10 business days, depending on financial operators.
To prevent abuse and protect the platform’s balance, Rafiia reserves the right to limit or refuse certain refund requests when a user shows an excessive or unusual number of refund claims.
In such situations, Rafiia may:
conduct additional account verification
request further evidence
temporarily suspend certain account features
Rafiia enforces a strict anti-fraud policy.
Any attempt to commit fraud, manipulate the system, submit false claims, or abuse the refund system may result in:
immediate refusal of the refund
suspension or termination of the user account
referral of the case to the relevant authorities if necessary
Rafiia is not responsible for situations including:
delays caused by logistics partners
incorrect information provided by the user (address, phone number, etc.)
issues related to the use of products or services supplied by partners
For any questions regarding refunds:
📧 contact@rafiia.com
🌐 www.rafiia.com
