Company	Effective Date	Last Updated
Oudience LLC – Sharjah Media City Free Zone (SHAMS)	15th November 2025	15th November 2025

 

This Payment & Refund Policy (“Policy”) governs the financial relationship between Oudience LLC, operating the OREYA marketplace (“Oudience LLC,” “we,” “us,” or “our”), and the independent Vendors (“Vendor,” “you”) who list, sell, or provide products, services and/or experiences (collectively “items”) through the OREYA Platform (“Platform”).

This Policy forms an integral part of the Vendor Terms of Service, the Vendor Privacy & Data Protection Policy, and the Vendor Community Guidelines. By registering as a Vendor or receiving payouts through the Platform, you agree to comply fully with this Policy.

This Policy defines:

·      How vendor payments are collected, processed, and settled.

·      How commissions are calculated and deducted.

·      Vendor responsibilities for shipping, returns, cancellations, reservations, and refunds.

·      The dispute resolution process.

·      Ethical and lawful conduct expectations under UAE laws.

Oudience LLC does not sell or own Vendor items.We act solely as a technical payment facilitator, enabling Customers to make secure payments through licensed and regulated payment service providers.

Vendors are the sole sellers in all marketplace transactions and are legally responsible for:

·      The quality of their items

·      Pricing accuracy

·      Shipping, delivery, reservations, and/or execution;

·      Returns, replacements, and/or refunds

·      Compliance with UAE consumer protection and commercial laws.

The contract of sale exists directly between the Vendor and the Customer, not between the Customer and Oudience LLC.

For each successful transaction, Oudience LLC deducts a service commission from the gross transaction value including taxes or surcharges before paying the Vendor. The applicable commission percentage is specified during onboarding or in the Vendor Agreement.

Oudience LLC issues a commission invoice to the Vendor for each transaction, detailing:

·      Transaction amount

·      Commission percentage

·      Commission deducted

·      Payout due to Vendor

Commission rates may be updated by Oudience LLC with notice. Updated rates apply only to future transactions.

All payments are processed through authorized payment service providers operating under UAE Central Bank and international compliance standards.

By accepting this Policy, Vendors also agree to the terms, conditions, fees, settlement rules, and verification requirements of these payment providers.

When a Customer completes a transaction:

·      The customer’s payment is collected by Oudience LLC’s payment partner and they deduct their own commission.

·      Oudience LLC further deducts its own commission.

·      The net balance is automatically routed to the Vendor’s payment provider account that is linked with OREYA’s marketplace.

Oudience LLC does not manually handle cash or store payment credentials.

Vendor payouts are typically processed within the timeframe defined by the payment provider’s settlement schedule (may or may not be subject to weekends, bank holidays, and verification requirements).

Payments are processed in United States Dollars (USD) unless otherwise stated. Vendors are responsible for any currency conversion costs, bank charges, or intermediary fees imposed by financial institutions.

All refunds, returns, exchanges, cancellations, and shipping are handled directly by the Vendor. Oudience LLC does not:

·      Ship products

·      Handle delivery issues

·      Issue refunds on behalf of Vendors

·      Verify inventory or availability

·      Guarantee Vendor Fulfillment

Vendors must clearly display their shipping, delivery, reservations, and return policies on their product or service listings. Failure to disclose such information may result in rejection, suspension or removal.

Where a refund is approved under a Vendor’s own policy, it must be processed through the same payment channel originally used. The Vendor bears full responsibility for refund accuracy, timelines, and any associated transaction costs.

Vendors must ensure that all products and services are delivered professionally, safely, and as described. Any intentional delay, substitution, or deception constitutes a material breach and may result in permanent account termination or referral to UAE authorities under Federal Decree-Law No. 34 of 2021 (Cybercrime Law) and UAE Consumer Protection Law.

Customers may raise disputes regarding non-delivery, product defects, or misrepresentation. Oudience LLC may, at its discretion, facilitate communication between the Customer and the Vendor to achieve amicable resolution.

Where Oudience LLC is requested to intervene formally, a non-refundable dispute review fee may be charged. The fee may be borne by the losing party or shared equally based on Oudience LLC’s assessment.

Oudience LLC’s decision on disputes handled internally shall be final and binding unless superseded by a UAE court or regulatory authority.

In serious or repeated cases of vendor misconduct (e.g., fraud, theft, misrepresentation), Oudience LLC may suspend vendor access, withhold payouts, and report the matter to relevant UAE enforcement agencies.

Vendors must conduct all business on the Platform with truthfulness, fairness, and transparency. Any attempt to defraud Customers, manipulate ratings, or misappropriate funds constitutes a grave breach of trust and may result in legal consequences. All vendor activities must adhere to the moral and commercial principles:

·      Fulfilling promises and safeguarding customer confidence.

·      Accurate representations of products and pricing.

·      Fair treatment in disputes and refunds.

·      Striving for quality, empathy, and professionalism.

·      No unlawful financial gains or speculative pricing practices.

Vendors are encouraged to maintain high professional standards, improve product quality, customer service responsiveness, and operational efficiency.

Oudience LLC reserves the right to withhold or offset payouts in the following circumstances:

·      Unresolved customer complaints or pending disputes.

·      Suspected fraudulent activity or breach of these policies.

·      Chargebacks or reversals initiated by Customers.

·      Legal or regulatory inquiries requiring fund retention.

Oudience LLC also reserves the right to audit Vendor transactions periodically to verify compliance with pricing, commission, and ethical obligations.

Oudience LLC is not liable for:

·      Vendor delays, defective goods, or non-performance.

·      Loss of reputation, indirect damages, or consequential losses.

·      Errors arising from payment provider failures beyond its control.

The maximum cumulative liability of Oudience LLC, whether in contract or tort, shall not exceed the total commission earned by Oudience LLC from the Vendor during 6 months preceding the claim.

·      Governing Law & Jurisdiction:This policy and any non-contractual obligations arising out of or in connection with them are governed by the laws of the United Arab Emirates, as applied in the Emirate of Sharjah, with reference to the principles of Islamic Sharia concerning morality, fairness, and public order. The courts of Sharjah shall have exclusive jurisdiction.

·      Language & Prevailing Version:This policy is drafted in English. Any translation is provided for convenience. In the event of inconsistency or ambiguity, the English version prevails, provided that any Arabic translation required for UAE court submission shall faithfully reflect the English version.

·      Entire Agreement & Updates:This policy, together with the incorporated Vendor Policies, constitute the entire agreement between you and Oudience LLC regarding use of the Platform. We may update these policies or any Vendor Policy by posting a revised version with an updated “Last Updated” date. Your continued use after posting constitutes acceptance of the updated terms.

Thank you for reading our Payments & Refund Policies for Vendors. If you have any further questions, please feel free to contact usby filling out the form available in-app or on our website’s contact page and we shall be happy to answer.