Cancellation & Refund Policy
Clear boundaries for cancellations, delivered services and payment corrections.
1. Scope and mandatory rights
This policy covers payments to SAHIBAT for its own memberships and agreed services. Payments to a listed business are generally governed by that provider’s contract and applicable law. We remain responsible for duties the law places on us.
Nothing excludes a mandatory refund, withdrawal, repeat-performance or compensation right. Where the law requires consent before a service begins during a cancellation period, we must obtain that consent separately. This policy alone is not that consent.
2. Change of mind and non-use
Subject to mandatory rights, we do not ordinarily refund a membership because you change your mind, stop trading, do not use available benefits or receive fewer enquiries than expected after the service begins. Membership is not a guarantee of commercial results.
If cancellation is requested before activation and before agreed work starts, we will cancel and refund the unperformed service. Only separately agreed, lawfully chargeable work actually completed may be deducted, with an explanation. This policy creates no blanket administrative penalty.
3. Corrections and service remedies
| Situation | Treatment |
|---|---|
| Duplicate charge or overpayment | The duplicate or excess amount is refunded once verified. |
| Application rejected before service starts | The unperformed service is refunded. An exceptional deduction must be lawful, documented and separately agreed in advance. |
| Material benefit not delivered | Appropriate correction or remedy; if unresolved, a refund for the affected undelivered portion or any greater remedy required by law. |
| Unauthorised charge | Investigation and correction where established, without removing bank or statutory dispute rights. |
| Service discontinued without member breach | Refund of the undelivered paid portion unless you freely accept an appropriate substitute or credit. |
4. Partial delivery and termination
A time-based listing may be valued proportionately according to the unserved term. Separately priced completed promotional work may be charged at its agreed value. If a bundle has no agreed allocation, we use a reasonable, explained allocation reflecting actual delivery.
We do not deduct hypothetical work, unrelated losses or affiliate commissions from a statutory refund. A credit cannot be imposed where a cash refund is legally due.
Fraud or material breach may justify termination, but does not automatically make every fee forfeited. Charges, deductions and remedies must be justified by the circumstances, agreement and applicable law.
5. Making a request
Contact support@sahibat.com or support with your order number, account email, payment date and amount, reason and relevant evidence. Do not send complete card details, security codes or banking passwords.
We aim to acknowledge a complete request within five UAE business days and provide an initial decision or progress update within 15 UAE business days. A shorter legal deadline takes precedence. If further investigation is needed, we will explain why.
6. Refund method and timing
Approved refunds normally return to the original payer through the original payment method. If technically impossible, we will agree a lawful, verified alternative.
We aim to instruct the payment provider within ten UAE business days after approval, subject to any shorter mandatory deadline. Remaining settlement time depends on the provider and bank.
Refunds are made in the transaction currency. External exchange-rate differences may occur but do not reduce our legal obligations. We do not impose an undisclosed refund-processing fee.
7. Chargebacks and escalation
Contacting us may help resolve a problem, but is not a condition of a valid bank dispute or regulatory complaint. We may provide truthful order, acceptance and fulfilment evidence to the payment provider.
A legitimate complaint is not misconduct. A remedy will not be conditioned on withdrawing a truthful review or abandoning a lawful complaint. Our complaints procedure does not suspend statutory time limits.