Cancellation Policy


Cancellation Policy (Jordan)

1. Overview

This Cancellation Policy explains how order cancellations are handled on eJO (“the Platform”). Because eJO operates as a multi‑vendor ecommerce system, each Vendor manages their own products, shipping, and cancellation rules. By placing an order through the Platform, Customers agree to the terms outlined here and any additional Vendor‑specific cancellation policies.

2. When Customers Can Cancel an Order

Customers may request to cancel an order under the following conditions:

  1. The order has not yet been shipped by the Vendor.
  2. The Vendor’s cancellation policy allows cancellations before dispatch.
  3. The Vendor fails to ship the order within the promised timeframe.
  4. The order was placed by mistake and the Vendor approves the cancellation.

Once an order has been shipped, cancellation is no longer possible, and the Customer must follow the Return Policy instead.

3. Vendor Responsibilities

Vendors are responsible for:

  1. Clearly stating their cancellation rules on product pages or store policies.
  2. Responding promptly to cancellation requests.
  3. Notifying Customers if an order has already been shipped.
  4. Complying with Jordanian Consumer Protection Law No. 7 of 2017 regarding cancellations and delivery obligations.

If a Vendor does not publish a cancellation policy, the default legal standards in Jordan apply.

4. How to Request a Cancellation

Customers should follow these steps:

  1. Contact the Vendor through the Platform’s messaging or support system.
  2. Provide the order number and reason for cancellation.
  3. Wait for the Vendor to confirm whether the order is eligible for cancellation.

The Vendor will approve or decline the request based on the order status and their policy.

5. Cancellation After Shipment

If the order has already been shipped:

  1. The cancellation request will be declined.
  2. The Customer may still return the item after delivery, following the Return Policy.
  3. Return shipping costs may apply depending on the Vendor’s policy and the reason for return.

6. Refunds for Cancelled Orders

If a cancellation is approved:

  1. Refunds are issued through the original payment method whenever possible.
  2. Processing times may vary depending on the payment gateway or bank.
  3. eJO facilitates communication but does not issue refunds directly on behalf of Vendors.

If a cancellation is declined, the Customer may still request a return after receiving the item.

7. Vendor‑Initiated Cancellations

A Vendor may cancel an order if:

  1. The product is out of stock.
  2. The Customer’s payment cannot be verified.
  3. There is an error in pricing or product information.
  4. The Vendor cannot fulfill the order due to unforeseen circumstances.

In such cases, the Customer will receive a full refund.

8. Dispute Resolution

If a Customer and Vendor cannot agree on a cancellation:

  1. eJO may review the case and mediate based on available evidence.
  2. eJO may request additional information from both parties.
  3. Final decisions may be guided by Jordanian consumer protection regulations.

eJO aims to ensure fairness but does not guarantee outcomes.

9. Compliance With Jordanian Law

This policy aligns with:

  1. Consumer Protection Law No. 7 of 2017
  2. Electronic Transactions Law No. 15 of 2015
  3. Cybercrime Law No. 27 of 2015 (and amendments)

Vendors must comply with all legal obligations regarding cancellations, refunds, and customer rights.

10. Policy Updates

We may update this Cancellation Policy from time to time. Continued use of the Platform after updates are posted constitutes acceptance of the revised policy.

11. Contact Information

For questions or assistance regarding cancellations, Customers may contact:

info@700-apps.com

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