Refund & Dispute Policy

1. Purpose

This Refund & Dispute Policy outlines the responsibilities, limitations, and procedures relating to refunds, complaints, disputes, and commercial transactions conducted through or facilitated by MSP – Medical Supply Portal.

The purpose of this policy is to establish transparency among buyers, suppliers, and marketplace participants.

2. Marketplace Role

MSP primarily operates as:

• A healthcare marketplace.
• A sourcing platform.
• A supplier discovery platform.
• A lead generation and referral platform.

Unless otherwise expressly stated in writing, MSP is not the manufacturer, seller, importer, exporter, distributor, or owner of products listed by independent suppliers.

3. Supplier Responsibility

Suppliers remain solely responsible for:

• Product quality.
• Product specifications.
• Product availability.
• Pricing.
• Packaging.
• Shipping.
• Delivery.
• Product warranties.
• Customer support.

All commercial commitments are the responsibility of the supplier.

4. Buyer Responsibility

Buyers are responsible for:

• Reviewing product details.
• Verifying specifications.
• Confirming commercial terms.
• Conducting reasonable due diligence before purchasing.

Buyers acknowledge that transactions may involve independent suppliers.

5. Refund Requests

Where purchases are completed directly with a supplier:

• Refund requests must be submitted directly to the supplier.
• Refund eligibility shall be governed by the supplier’s policies and applicable laws.
• MSP does not automatically approve, reject, process, or guarantee refunds.

6. Product Complaints

Complaints relating to:

• Product defects
• Product performance
• Product quality
• Product specifications
• Product certifications

…must initially be addressed with the supplier. MSP may, at its discretion, facilitate communication between parties but is not obligated to resolve disputes.

7. Shipping & Delivery Issues

Suppliers remain responsible for:

• Shipment execution
• Delivery performance
• Export documentation
• Customs documentation
• Tracking information

MSP shall not be liable for shipping delays, customs issues, transportation losses, or delivery failures.

8. Commercial Disputes

Commercial disputes may include:

• Payment disputes
• Contract disputes
• Delivery disputes
• Product quality disputes
• Warranty claims

Such disputes shall primarily be resolved between the buyer and supplier. MSP may offer reasonable assistance but shall not act as a court, arbitrator, or guarantor unless separately agreed.

9. Chargebacks and Payment Claims

Where MSP facilitates payment processing, additional payment terms may apply. MSP reserves the right to investigate payment-related complaints and cooperate with payment service providers where necessary.

10. Limitation of Liability

To the maximum extent permitted by law, MSP shall not be liable for:

• Indirect damages
• Consequential losses
• Lost profits
• Product failures
• Supplier misconduct
• Delayed deliveries
• Business interruptions

…arising from transactions between buyers and suppliers.

11. Dispute Escalation

If parties are unable to resolve a dispute directly, they are encouraged to seek:

• Mediation
• Arbitration
• Legal remedies

…in accordance with applicable laws and contractual agreements.

12. Policy Updates

MSP reserves the right to amend this policy at any time. Continued use of the platform constitutes acceptance of such amendments.