Last updated: August 18, 2025
Madad Financial Technologies LLC ("Madad", "we", "our", or "the Company") is a financial technology company based in Qatar. Our objective is to facilitate access to working capital for micro, small, and medium enterprises (MSMEs) operating in Qatar by offering a digital platform that enables invoice financing marketplace. We understand the challenges MSMEs face in accessing timely and affordable financing, and we are committed to offering secure, transparent, and efficient services that meet the regulatory and business needs of our customers.
These Terms and Conditions serve as a comprehensive agreement that governs your registration with and use of the Madad platform. You, the customer or user, by registering on our platform, accessing our services, or interacting with our representatives, confirm your agreement to abide by these Terms in full. These Terms define our respective rights, responsibilities, and expectations, and ensure that our relationship is founded on mutual trust, compliance with applicable laws, and commitment to service quality.
In order to register as a customer on the Madad platform, your business must qualify as a Micro, Small, or Medium Enterprise under the regulatory definitions applicable within the State of Qatar. This determination may be based on factors such as your company's or entity’s annual turnover, number of employees, and sector of operation. You must also be legally established in Qatar with valid and up-to-date commercial registration and operational licenses. The individual completing the registration process must be duly authorised to act on behalf of the business.
As part of registration, you will be required to provide various business and identification documents, including but not limited to your company trade license, ownership documents, and information about the authorised signatory. The information provided must be accurate, current, and complete. Providing misleading or false information may result in immediate suspension of services, legal action, or permanent removal from the platform. Madad reserves the right to reject registration applications based on regulatory risk, internal policy guidelines, or suspicion of non-compliance.
All registered users must undergo a detailed Know Your Customer (KYC), Know Your Business (KYB), and Customer Due Diligence (CDD) process. This process helps Madad verify the identity, legality, and financial credibility of your business.
Madad will conduct CDD whenever required by the circumstances of the relationship with you, including, physical presence requirement at the time of commencing the business relationship, which will be at the time of contract signatures. This will be driven and in line with the Financial Institution’s policy who are the ultimate provider of the credit line / funds.
Madad also performs screenings against international and domestic sanctions lists, politically exposed persons (PEP) databases, and adverse media reports.
You will be required to submit (or enable Madad to fetch) the some or all of the following documents (but not limited to) for the purpose of the verification and CDD:
Madad will verify the identity of ultimate beneficial owners (UBO) of your business to ensure that the Madad knows who they are. The UBOs verification will be conducted with liveness check like checking the 3D depth, facial expression, movements and face match (to the ID) through the camera.
In addition, Madad will screen your business and UBOs to ensure compliance with National Counter Terrorism Committee (NCTC) sanctions, United Nations sanctions, and other applicable sanctions; obtaining sufficient information to understand the purpose and nature of the business relationship; understanding the flow of funds, including their source and ultimate destination.
If Madad suspects that your company or stakeholders are involved in TF or is subject to sanctions, Madad will not maintain any relationship unless ordered to do so by the appropriate competent authority or law enforcement agency.
Upon submission of your registration and supporting documents, Madad undertakes a structured application review process. This involves a thorough examination of the accuracy, completeness, and authenticity of all submitted data. Our system combines automated and manual review steps to assess your eligibility, financial status, business activity, and compliance standing.
The outcome of this review may be one of three possibilities: (i) Approval, allowing you to access the platform’s services immediately; (ii) Rejection, accompanied by reasons and, if applicable, suggestions for reapplication; or (iii) Request for additional information, wherein you will be prompted to submit missing or supplementary documents.
Applications that are rejected due to non-compliance or unverifiable information may be eligible for resubmission after a waiting period of at least 90 days, depending on the nature of the original concerns. Madad reserves the right to revoke previously granted access if information is later found to be inaccurate or fraudulent.
In case of failed or rejected onboarding, you will be:
Madad leverages cutting-edge digital infrastructure to streamline the onboarding process while safeguarding customer data and complying with regulations. Our platform uses secure, technology-driven solutions for eKYC (electronic Know Your Customer) to enable efficient document verification, identity validation, and real-time risk assessment.
The eKYC process includes features such as OCR (Optical Character Recognition) to capture and verify document data, facial recognition with liveness detection for biometric authentication, and automated checks against global watchlists and regulatory databases. Data transmitted during onboarding is encrypted and stored on secure, compliant infrastructure. The platform’s e-KYC interface supports both Arabic and English to ensure accessibility for users across diverse linguistic backgrounds.
Our aim is to provide a paperless, efficient, and highly secure experience that allows you to complete registration with minimal friction while still meeting the highest standards of compliance.
Customer due diligence is not a one-time event. Throughout your engagement with Madad, you will be required to ensure that your business information remains up to date and accurate. You must promptly inform Madad of any material changes to your business, including but not limited to changes in ownership, control, legal structure, authorised signatories, or regulatory status.
In line with our continuing compliance obligations, Madad may request updated documents or initiate periodic reviews of your account. Depending on your risk classification or changes in regulatory requirements, we may request refreshed KYB/KYC information, financial statements, or other forms of verification.
Failure to comply with such update requests in a timely manner may result in the temporary suspension of platform access or permanent deactivation of your account. We encourage customers to be proactive in maintaining their records and cooperating fully with all update and re-verification procedures.
Madad may terminate your account if you fail to meet ongoing compliance requirements, which include but are not limited to:
You have the right to appeal the decision to terminate your account. Appeals must be submitted in writing within fifteen (15) business days from the date of notification, providing any additional information or evidence that may support your case. You may email your complaints to complaints@madadfintech.com, including brief details of the complaint.
Appeals will be reviewed by Madad. The review process will ensure a fair assessment of your concerns and any new information provided. Madad aims to resolve most complaints within five (5) business days after acknowledging the complaint. If the complaint is not resolved within the specified timeframe, Madad will send a copy of the complaints handling procedure and provide regular updates on the status of the complaint until resolution. If you are not satisfied with the initial response, you may email ceo@madadfintech.com, which will be addressed within five (5) business days.
At Madad, we believe that delivering exceptional customer support is fundamental to building long-term, trusted relationships with the MSMEs we serve. We are committed to providing not just technical assistance but a relationship-based approach that prioritizes your success, addresses your concerns promptly, and ensures that every interaction reflects professionalism, transparency, and fairness. This section sets out our approach to customer service, including communication protocols, complaint resolution mechanisms, service-level expectations, and your rights as a valued user of the platform.
Madad is dedicated to delivering services in accordance with the highest standards of professionalism and regulatory compliance. All customer-facing employees are trained to act with integrity, responsiveness, and empathy when dealing with user inquiries, complaints, or escalations. We ensure that interactions with MSMEs are respectful, solution-oriented, and handled within the timelines communicated. Our service standards include multilingual support, adherence to data confidentiality, and transparency in every customer-facing process.
To provide reliable and timely support, Madad offers multiple communication channels through which MSMEs can reach our service team. Customers may contact us via email at support@madadfintech.com or contactus@madadfintech.com, access help through the built-in Help Center on our platform, use the live chat feature for real-time responses (when available), or speak directly with our representatives via phone during business hours. We aim to provide a bilingual customer experience in both Arabic and English, ensuring ease of access to users across Qatar. Madad also periodically reaches out to customers to seek feedback, inform about service updates, and provide educational content on using the platform effectively.
We maintain clearly defined timelines for resolving customer queries, with internal service-level agreements designed to deliver prompt and effective responses. Queries received through email or platform channels are acknowledged within 48 business hours. Simple issues such as technical glitches, account settings, or document re-uploads are usually resolved within 2 business days. More complex issues, including financial disputes, verification problems, or systemic concerns, may take up to 4 business days or longer, depending on the matter’s complexity.
For cases that remain unresolved within the standard timelines or require higher-level intervention, we follow a structured escalation process. Each escalation is tracked by a dedicated team and monitored until closure. Customers are informed of progress at every key stage and may request written documentation of the issue resolution.
We understand that onboarding to a new financial platform can involve questions or require assistance, and Madad is committed to ensuring that your experience is as smooth and transparent as possible. Our support team is trained to help customers through each stage of the onboarding journey and beyond.
You may reach us via several channels including a dedicated Help Center on the platform, email correspondence (contactus@madadfintech.com) and phone lines during standard business hours. All queries are acknowledged within 48 working hours, and we strive to resolve issues within reasonable timeframes based on the complexity of the matter.
As a customer of Madad, you are entitled to a range of rights designed to safeguard your data, choices, and interactions with the platform. These include:
Madad is committed to respecting and upholding these rights, and our customer support team is trained to assist you in exercising them as needed.
With your express consent, Madad may use certain elements of your business identity—such as your business name, logo, and sector of operation—for non-commercial purposes such as public trust-building or showcasing partnerships, preceded by an explicit consent obtained for this purpose. Additionally, during invoice financing transactions, your uploaded invoices may be shared with financiers or buyers for processing and approval. In some cases, aggregated and anonymized data may be used for market analysis, risk modeling, or service improvement. This data will not include any identifiers that can link back to your business or reveal confidential commercial information.
Madad believes that customer feedback is a cornerstone of continuous improvement. As such, we regularly conduct satisfaction surveys, service quality assessments, and post-resolution feedback requests. These activities help us identify trends, measure support effectiveness, and prioritize future improvements to both the platform and the customer journey. Participation in feedback initiatives is entirely voluntary but highly encouraged.
All customer service interactions—whether via phone, chat, or email—may be monitored for training and quality control purposes. Any data collected through feedback mechanisms will be handled in accordance with our data protection policies and will not be used for any commercial purpose without prior consent.
Madad is committed to protecting the privacy and confidentiality of all customer information. All information shared with our customer support or relationship teams is treated as confidential and stored in encrypted systems.
We implement rigorous access controls, conduct regular audits, and ensure that only authorised personnel can access sensitive customer data. Any disclosure to third parties is done strictly on a need-to-know basis and only after obtaining the necessary legal clearances or customer consent. You may request a summary of your stored data or raise a request for its deletion at any time, subject to regulatory retention obligations.