Refund & Cancellation Policy
الإصدار 0.1 · سارٍ 2 يونيو 2026
When and how Dubai issues refunds or accepts cancellations for wallet top-ups, promotion fees, subscription fees, and video-call minutes.
1. Scope
This Refund & Cancellation Policy applies to all monetary transactions between users and Dubai Marketplace FZ-LLC ("Dubai", "we", "us") conducted through the Service. It covers:
- Wallet top-ups (credit added to your Dubai wallet);
- Promotion fees (payments to boost or feature a listing);
- Subscription fees (recurring plans purchased by brokers and agencies);
- Video-call minute packages and per-minute charges.
Transactions between users (for example, payments made directly between a buyer and a property seller) are governed by the contract between those parties and are not covered by this policy. Dubai is not a party to such transactions and does not accept liability for them.
This policy is issued in compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection ("Consumer Protection Law") and Federal Decree-Law No. 14 of 2023 on Trade by Modern Technological Means ("E-Commerce Law"). Where mandatory statutory consumer rights under these or other applicable UAE laws grant you stronger protections than this policy, those statutory rights are unaffected.
2. Wallet Top-Ups
2.1 General Rule: Non-Refundable
Wallet top-ups are digital credits that are available immediately upon payment confirmation. In accordance with Article 19 of the Consumer Protection Law (as it applies to digital products and services that are immediately made available), and the E-Commerce Law provisions on digitally delivered goods, wallet top-ups are generally non-refundable once the credits have been issued to your account.
This position reflects the nature of digital credits: the transaction is complete at the moment the credits appear in your wallet and you are able to use them.
2.2 Exception: System Fault
If a technical fault on our part (including a payment-gateway error or platform outage) caused you to pay for credits that were either:
- not added to your wallet; or
- added but rendered permanently unusable due to a platform malfunction;
you may request a full refund of the affected amount. Refunds under this exception are credited to the original payment method used for the top-up.
To qualify, your refund request must:
- Be submitted within 30 days of the failed or unusable transaction;
- Reference the transaction ID or order reference number;
- Include a brief description of the system fault you experienced.
Dubai will investigate and respond to system-fault refund requests within 7 business days.
2.3 Wallet Balance on Account Closure
If you close your account and your wallet holds an unused balance, we will refund the remaining balance to the most recent payment method on file, subject to a minimum balance of AED 10 (balances below AED 10 will be forfeited). Refunds of this type may take up to 14 business days to process.
3. Promotion Fees
3.1 Non-Refundable Once Live
Promotion fees (charges for boosting, featuring, or prioritising your listing in search results) are non-refundable once the promoted listing has been made live and has received its first impression. The promotional value is delivered at the moment the listing appears in promoted positions.
3.2 Promotion Not Delivered
If Dubai fails to deliver a paid promotion — for example, if the promotion was set live for significantly fewer days than purchased due to a platform error — we will issue a pro-rata credit to your wallet for the days not delivered. This credit will be applied automatically; no request is required.
3.3 Listing Removed Due to Policy Violation
If your listing is removed as a result of a violation of our Listing Policy, AUP, or Terms of Service, any promotion fees already paid for that listing are forfeited and not refundable.
4. Subscription Fees
4.1 Cancellation: End of Period
You may cancel your subscription at any time by visiting Account → Subscription at /account/subscription and clicking "Cancel Plan". Cancellation takes effect at the end of your current billing period (monthly or annual, as applicable). You will retain full access to your subscription plan's features until the period ends.
No proration applies. If you cancel mid-period, you will not receive a refund or credit for the unused portion of that period. This applies equally to monthly and annual plans.
4.2 Downgrade
If you downgrade to a lower-tier plan (or to no plan), the downgrade takes effect at the end of the current period. You retain current-tier benefits until then.
4.3 Upgrade
If you upgrade to a higher-tier plan, the upgrade takes effect immediately. The remaining value of the current period on your existing plan will be pro-rated and credited to your first invoice for the new plan.
4.4 No Refund on Early Cancellation
Because subscription plans provide ongoing access to platform features throughout the billing period, early cancellation does not entitle you to a refund of any portion of the subscription fee already paid. We recommend cancelling at the end of the period through the account portal.
5. Video-Call Minutes
5.1 General Rule: Non-Refundable
Video-call minutes, whether purchased in bundles or consumed on a per-minute basis, are non-refundable once consumed. The service is considered delivered at the time the minutes are used during a call.
5.2 Translation Failure Discount
If the real-time translation service fails during a call (i.e., the translation is unavailable for more than 60 consecutive seconds despite a stable internet connection on both sides), minutes consumed during the affected period will be billed at a 60% discount relative to the applicable per-minute rate. This discount is applied automatically to your billing statement within 48 hours of the call ending; no manual request is required.
We determine translation availability based on server-side logs. If you believe the automatic discount was not correctly applied, you may raise a billing query at billing@example.com within 14 days of the call date.
5.3 Minutes Purchased but Unused
Bundle minutes that are unused at account closure will be forfeited. They are not refundable or transferable to another account.
6. Subscription Auto-Renewal
All subscription plans renew automatically at the end of each billing period unless you cancel before the renewal date. We will send a reminder email to your registered address 7 days before the renewal date for annual plans. Monthly plans renew without a separate reminder notice.
To disable auto-renewal:
- Log in and navigate to Account → Subscription at /account/subscription;
- Click "Manage Renewal";
- Select "Turn Off Auto-Renewal" and confirm.
Changes to auto-renewal settings take effect immediately for the next renewal cycle.
7. Tax Invoice Corrections
If you identify an error in a tax invoice issued by Dubai (for example, an incorrect amount, wrong VAT registration number, or incorrect buyer details), you must notify us within 14 days of the invoice date by emailing billing@example.com with the invoice number and details of the error.
Where the error is confirmed, we will issue a credit note to cancel the erroneous invoice and, if applicable, a corrected invoice. Credit notes will be issued within 14 days of our confirming the error. This process complies with UAE VAT legislation under Federal Decree-Law No. 8 of 2017.
8. How to Request a Refund
To request a refund under any applicable exception in this policy:
- Email billing@example.com with the subject line:
Refund Request — [your order reference number]; - Include: your full name, registered email address, the transaction or order reference number, the amount in question, and the reason for the refund request;
- Attach any supporting documentation (for example, a screenshot of a payment failure).
SLA: We will acknowledge your request within 2 business days and provide a resolution within 7 business days of receiving all required information. Where a refund is approved, the credit will be returned to the original payment method. The time for the refund to appear in your account depends on your payment provider; typically 5–10 business days.
9. Statutory Consumer Rights
Nothing in this policy is intended to, or shall, limit or exclude any statutory right you may hold under applicable UAE consumer-protection legislation. UAE Federal Law No. 15 of 2020 on Consumer Protection grants consumers certain baseline protections that cannot be waived by contract. Where any provision of this policy conflicts with a mandatory statutory right that you hold, your statutory right shall prevail to the extent of the conflict.
If you believe your statutory consumer rights have not been respected, you may also contact the UAE Ministry of Economy's consumer complaint portal or the relevant Emirates consumer-protection department.
10. Disputes
If you disagree with a refund decision, you may escalate the matter through the dispute process described in Section 15 of our Terms of Service at /terms. We are committed to resolving disputes fairly and promptly.