SHUAFAY Wallet Policy

This Wallet Policy governs every SHUAFAY Wallet top-up, promotional award, balance, redemption, refund, adjustment and related account activity.

It forms part of the SHUAFAY Terms & Conditions . By topping up, receiving, holding, transferring through an approved feature or redeeming Wallet value, you agree to this Policy and the transaction-specific information displayed at the time.

Important definitions

• Paid Top-Up Value means the amount successfully paid and allocated to the Wallet transaction.
• Promotional Value means additional non-cash Wallet value awarded under an eligible promotion.
• Total Wallet Value means the combined paid and promotional value credited through the transaction.
• Available Wallet Balance means the valid balance displayed as available for eligible checkout use after adjustments and pending transactions.
• Eligible Cart Total means the portion of a checkout against which the system permits Wallet redemption.
• Current Offer means the promotional top-up arrangement clearly published and displayed during the relevant transaction.

What the Wallet is

SHUAFAY Wallet is an account-linked customer rewards and closed-store shopping-value feature for eligible purchases within the SHUAFAY ecosystem.

What the Wallet is not

The customer-facing term “Wallet” does not mean that the feature is:

• a bank or savings account;
• an interest-bearing deposit;
• an investment or credit product;
• a general-purpose e-money account;
• a payment method for third-party merchants;
• a cash-withdrawal or remittance service.

Wallet access may require:

• an active SHUAFAY customer account;
• a supported billing country;
• a supported storefront currency;
• an approved payment method;
• successful payment verification;
• any reasonably required account or risk review.

You must provide accurate account, billing and payment information and must be authorized to use the payment method submitted for the top-up.

The Wallet belongs to the account to which the successful top-up or promotional value is credited. SHUAFAY may decline a request to move value between accounts where identity, currency, fraud, technical or legal concerns exist.

Wallet access may be unavailable in a particular country, currency, sales channel or technical environment.

A customer must not create or coordinate multiple accounts to repeat, multiply, transfer or exploit promotional eligibility.

Under the current limited-time offer, an eligible top-up of at least $200 USD equivalent may receive enough promotional value to produce five times the paid top-up amount in total Wallet value.

For a qualifying $200 USD-equivalent transaction:

• Paid Top-Up Value: $200 equivalent.
• Promotional Value: $800 equivalent.
• Total Wallet Value: $1,000 equivalent.

Equivalent amounts in another supported currency depend on the value clearly displayed through the active storefront and Wallet systems.

The top-up confirmation must identify or allow the customer to understand:

• the amount being paid;
• the currency of the transaction;
• the promotional value awarded;
• the total value expected to be credited;
• any campaign-specific restriction.

The offer may be restricted by account, country, currency, transaction, payment method, campaign period or other clearly disclosed eligibility condition.

Unless expressly permitted, the offer cannot be combined with another Wallet top-up promotion or used retrospectively on an earlier top-up.

SHUAFAY may change, suspend or withdraw the offer for future transactions. A validly credited balance remains subject to the terms that applied when it was awarded, together with refund, fraud, error and legal adjustment provisions.

Qualifying customers can begin a new top-up through the official SHUAFAY Wallet Top-Up page .

A top-up request is not final merely because it has been submitted or an on-screen payment message has appeared.

Wallet value is credited only after the associated payment has been successfully:

• authorized;
• authenticated where required;
• received or confirmed;
• matched to the correct account;
• accepted following any necessary review.

Payments may be processed through HBL Pay or another checkout provider made available by SHUAFAY.

SHUAFAY or its payment provider may delay, hold, reject or reverse a top-up where there is a reasonable concern involving:

• unauthorized payment;
• identity or account mismatch;
• payment-gateway failure;
• suspected fraud or unusual activity;
• duplicate payment or credit;
• technical or currency error;
• legal or compliance requirements.

The customer should review the Wallet Dashboard and transaction history after payment and report an incorrect or missing entry promptly.

An order should not be placed in reliance on a pending or disputed credit until the available Wallet balance is confirmed.

Wallet support may be available in the following storefront currencies:

• USD — United States Dollar
• CAD — Canadian Dollar
• SGD — Singapore Dollar
• GBP — Pound Sterling
• EUR — Euro
• AED — United Arab Emirates Dirham
• SAR — Saudi Riyal
• PKR — Pakistani Rupee

The currency displayed and confirmed during the top-up governs the transaction.

A Wallet balance may be maintained separately by currency. A balance credited in one currency is not guaranteed to convert or redeem against an order in another currency.

Where the live checkout permits cross-currency redemption, the rate and usable amount calculated at checkout apply to that transaction.

Supported currencies may change because of:

• storefront configuration;
• payment-gateway availability;
• currency-service compatibility;
• legal or operational requirements;
• technical maintenance.

A customer’s bank, card issuer or payment provider may charge exchange or international transaction fees outside SHUAFAY’s control.

Wallet value must not be used for exchange rate speculation, arbitrage or artificial currency conversion.

Available Wallet value may be applied as partial payment toward a qualifying SHUAFAY order.

Under the current policy, the Wallet may cover up to 20% of the eligible cart total.

“Up to 20%” means that the exact amount may be lower because of:

• the customer’s available balance;
• product eligibility;
• cart and order value;
• selected currency;
• active promotions or coupons;
• checkout and payment compatibility;
• account or transaction restrictions.

The remaining order amount must be paid using an accepted checkout payment method.

Wallet redemption is a payment allocation. It is not an additional 20% coupon unless a separate promotion expressly states otherwise.

Items and amounts normally excluded

Unless the live checkout expressly permits them, Wallet value cannot be used toward:

• another Wallet top-up;
• gift cards or additional store credit;
• taxes, duties and customs charges;
• shipping, courier and remote-area charges;
• payment-gateway or bank fees;
• donations;
• amounts owed because of a chargeback;
• third-party marketplace purchases;
• products or services marked ineligible.

Wallet value cannot be applied retrospectively to an order already completed without it.

Coupons, sales, promotional codes and Wallet value may be combined only where the checkout accepts the combination.

The amount displayed in the final checkout summary governs the redemption applied to the order.

Valid SHUAFAY Wallet value is currently designed to have no expiry.

A balance validly credited during a limited-time promotion may therefore remain available after the promotional top-up period ends.

No inactivity fee is currently charged merely because a valid balance has not been used.

A different expiry term applies only where a specific campaign, compensation credit or credit type clearly discloses that condition before the value is accepted.

“No expiry” does not prevent a reasonable correction, restriction, deduction, freeze or reversal connected with:

• a refunded or cancelled payment;
• a chargeback or payment reversal;
• duplicate or incorrect credit;
• technical or currency error;
• fraud or policy misuse;
• a legal or regulatory requirement.

If SHUAFAY permanently discontinues the Wallet service, valid balances will be handled according to the notice issued, applicable transaction terms and mandatory law.

Unless mandatory law requires otherwise or SHUAFAY expressly introduces an official feature, Wallet value:

• cannot be withdrawn as cash;
• cannot be exchanged for cash;
• does not earn interest;
• cannot be deposited into a bank account;
• cannot be used with third-party merchants;
• cannot be used to buy more Wallet value;
• cannot be resold or commercially traded;
• cannot be transferred outside approved features.

Promotional Wallet value is a non-cash customer benefit and has no independent cash value.

Wallet-to-Wallet transfers are unavailable unless an official transfer function is active for the relevant accounts and currencies.

An approved transfer feature may be subject to:

• identity and account verification;
• currency compatibility;
• minimum or maximum limits;
• fraud and compliance review;
• a clearly disclosed fee;
• reversal where a linked payment fails.

SHUAFAY may refuse or reverse a transfer involving an incorrect account, unauthorized activity, promotional misuse, payment reversal or technical error.

Top-up refunds

A successfully credited Wallet top-up is normally final once the value has been made available, particularly where any part of the Wallet value has been used.

A top-up refund may still be considered where:

• mandatory law provides a valid right;
• the payment was duplicated;
• the wrong amount was charged;
• the Wallet value was not supplied;
• SHUAFAY confirms another payment or technical error.

Where a top-up refund is approved:

• the eligible paid amount normally returns to the original payment method;
• the promotional value connected to that top-up is removed or reversed;
• used promotional value may be offset against the refund or remaining balance where permitted;
• the Wallet may be temporarily restricted until the adjustment is completed.

Refunds for purchased products

When an eligible SHUAFAY order is refunded, the refund normally follows the original payment allocation:

• the Wallet-funded portion returns to the relevant Wallet balance;
• the card, bank or gateway-funded portion returns to the original external payment method;
• promotional value may be restored, reversed or recalculated according to the original transaction;
• discounts and redemption limits may be recalculated after a partial return.

Promotional Wallet value is not converted into cash merely because a related order is returned.

Where a refund, cancellation, payment reversal or chargeback removes the basis for promotional value already used, SHUAFAY may:

• deduct the value from the remaining balance;
• reduce the related refund where permitted;
• place the Wallet under review;
• recover improperly retained value.

Review the Refunds and Returns Policy for product-return eligibility and processing.

Customers should protect:

• their SHUAFAY password;
• email account access;
• device access and login sessions;
• payment and authentication information;
• Wallet dashboard and transaction details.

Do not share login credentials, verification codes or access to the Wallet account.

Report suspected unauthorized activity, account compromise, an incorrect balance or an unknown Wallet transaction promptly through the official SHUAFAY Contact page .

Include the account email, relevant transaction date, amount, currency and any supporting evidence. Do not send a password or full card details.

SHUAFAY may temporarily freeze Wallet redemption, transfers or top-ups while a security concern is reviewed.

Transaction records, account logs, payment responses and customer communications may be used to investigate the issue.

Subject to mandatory law, SHUAFAY is not responsible for loss caused by a customer voluntarily sharing credentials, ignoring reasonable security warnings or permitting another person to use the account.

SHUAFAY may investigate and take proportionate action where there is reasonable evidence of:

• duplicate accounts or bonus farming;
• unauthorized or fraudulent top-ups;
• refund or chargeback abuse;
• false identity or payment information;
• technical manipulation or exploitation;
• automated activity intended to obtain value;
• resale or trading of promotional value;
• currency arbitrage or artificial conversion;
• attempts to bypass redemption limits;
• collusion between connected accounts.

Available action may include:

• requesting additional verification;
• holding a top-up or order;
• freezing Wallet activity temporarily;
• reversing invalid promotional value;
• correcting duplicate credits;
• restricting voluntary Wallet access;
• cancelling affected orders;
• recovering value obtained through misuse;
• closing an account for a serious or repeated breach.

Restrictions should be based on the relevant evidence and do not permit SHUAFAY to remove a legitimate mandatory customer right.

Where legally and operationally appropriate, SHUAFAY may ask the customer for information before making a permanent decision.

Wallet features depend on website, WooCommerce, currency, payment, account, hosting and other technical systems.

Top-up, balance display, checkout redemption or transaction history may be temporarily unavailable because of:

• planned maintenance;
• payment-gateway interruption;
• currency-service failure;
• security review;
• software or hosting issues;
• legal or compliance requirements;
• events outside reasonable control.

Where the dashboard and transaction records temporarily differ, SHUAFAY may review the underlying payment and Wallet logs before confirming the correct balance.

SHUAFAY may correct an obvious:

• duplicate credit;
• incorrect multiplier;
• currency calculation error;
• failed deduction;
• display or synchronization issue.

A correction will aim to restore the value that should reasonably have applied under the confirmed transaction.

Customers should not intentionally spend value they know or reasonably suspect was credited by mistake.

Personal information connected with Wallet access, top-ups, payment verification, redemption, refunds, security and support is handled according to the SHUAFAY Privacy Policy .

SHUAFAY may retain relevant:

• account information;
• top-up and redemption records;
• currency and value calculations;
• payment-gateway responses;
• refund and reversal records;
• security and fraud-review information;
• customer-support correspondence.

These records may be used to administer the Wallet, verify balances, prevent fraud, handle returns and resolve disputes, subject to applicable law.

Wallet transaction, security and policy messages may be sent electronically to the email address connected to the customer account.

Customers are responsible for keeping their contact information current and reviewing relevant transactional communication.

Changes to future transactions

SHUAFAY may update Wallet promotions, eligibility, minimum top-ups, redemption limits, supported currencies, transfer features, technical processes and related rules.

An updated version becomes effective when published with a new “Last updated” date, unless another effective date is clearly stated.

Changes normally apply prospectively to new top-ups, promotions and redemptions.

SHUAFAY will not retroactively remove valid paid top-up value merely because a future promotion changes. Existing balances remain subject to legitimate refund, chargeback, error, fraud, account and legal adjustments.

Applicable documents

This Policy should be read with:

• the SHUAFAY Terms & Conditions ;
• the Refunds and Returns Policy ;
• the Privacy Policy ;
• the live Wallet Top-Up information ;
• the live checkout information;
• any campaign-specific terms displayed before payment.

Where a brief marketing statement conflicts with the complete transaction information, the final amount displayed before payment, this Wallet Policy, the applicable Terms and mandatory law govern.

Mandatory rights

Nothing in this Policy excludes a customer right or remedy that applicable law does not allow SHUAFAY to exclude.

Contact

For a missing credit, incorrect balance, unauthorized transaction, refund issue or Wallet question, use the official SHUAFAY Contact page .