Refund Policy

1. Principles

This Policy honours Customers’ rights under UAE consumer law while protecting the Platform and its Providers from financial exposure and abuse. Two ideas run through it: (a) a Customer is made whole for a service not delivered; and (b) a Customer is not refunded for a service already delivered and consumed, because the value was genuinely received.

This Policy is incorporated by reference into, and forms part of, the Platform’s Terms and Conditions, and the Contract governing the Customer-Provider relationship, and shall be read consistently with Clauses related to prices, payment, taxes, and termination. Where inconsistencies arise between this Policy and the Contract in respect of consultation, this Policy governs payment-processing and refund mechanisms as between the Customer, the Platform, and the engaged Provider.

2. Cancellations by the Customer:

2.1 Unless otherwise agreed under the applicable Contract, a Customer may cancel a booked Consultation without cancellation charges up to [24] hours before the scheduled start time. Once the Customer has rescheduled the Consultation to a different time, customer self-service cancellation is no longer available, even if the revised session is more than 24 hours away. Failed or unchanged-time rescheduling attempts do not trigger this restriction; statutory rights and support review remain available. Where the cancellation is submitted within this permitted cancellation period and is not restricted by a completed customer reschedule, the Customer will be eligible for a full refund to the original payment method.

2.2 A cancellation submitted after the permitted cancellation period, or a customer no-show, will not normally be eligible for a refund, unless otherwise required by applicable law.

2.3 A Customer may be treated as a no-show where the Customer fails to join the Consultation within [30] minutes after the scheduled start time (or such other period stipulated in the Contract between the respective Customer and Provider), while the Provider is available and ready to perform the Consultation. The Provider is responsible for reporting the Customer's no-show, along with any supporting documentation.

2.4 Any approved refund under this Policy shall be for the full amount paid for the affected Consultation.

2.5 Refunds under this Policy are made in AED to the original payment method. Where the Customer’s payment instrument is in a different currency, any currency conversion on the refund and applicable exchange rates and fees are determined by the Customer’s card issuer and are outside the Platform’s control or influence. For the avoidance of doubt, the Platform is not responsible for any difference between the AED amount refunded and the amount the Customer originally paid in another currency, arising from exchange rates.

2.6 Unless otherwise required by applicable law, a refund request must be submitted through the Platform within [7] calendar days after the scheduled or actual completion date of the Consultation. Xpertyy may consider a request submitted after this period where exceptional circumstances are demonstrated.

3. Service not Delivered as Agreed:

3.1 Where a Consultation is not delivered as agreed, the first remedy is re-performance — rescheduling or re-delivering the Consultation.

3.2 Subject to Xpertyy’s review, a full refund or re-performance may be provided where the Consultation was not delivered as agreed. This may include:

(a) the Provider failed to attend the Consultation; (b) a technical failure attributable to Xpertyy or the Provider prevented or materially disrupted delivery; (c) the Consultation was materially different from the agreed description or scope; (d) the Consultation was only partially delivered; or (e) another material failure occurred that prevented the Customer from receiving the substantial benefit of the Consultation.

Xpertyy may determine the appropriate remedy based on the circumstances, the portion of the Consultation delivered and the available evidence.

3.3 Where a Consultation is partially delivered, Xpertyy may determine whether rescheduling, re-performance, a full refund or no refund is appropriate. In making this determination, Xpertyy may consider the duration completed, the material value already received, the reason for interruption and the conduct of both the Customer and the Provider.

3.4 When reviewing a refund request, Xpertyy may consider any relevant information reasonably available to it, including:

(a) booking and appointment records; (b) session start, join, connection and completion records; (c) technical logs; (d) communications made through the Platform; (e) documents or files exchanged through the Platform; (f) information provided by the Customer and Provider; and (g) payment, cancellation and account records.

3.5 Xpertyy may request additional information or evidence from the Customer or Provider before determining a refund request. Where requested information is not provided within [5] business days, Xpertyy may determine the request based on the information available or close the request without further action, subject to applicable law.

3.6 A Customer seeking a refund should raise the matter through the Platform; the Customer must not initiate a chargeback or refund request with their card issuer before receiving the outcome of the refund request submitted through the Platform.

4. Service Delivered and Consumed:

4.1 Except where otherwise provided under this Policy, the Terms and Conditions, the Contract or applicable law, a Consultation that has been fully delivered in accordance with the agreed scope and materially consumed by the Customer is not refundable solely because the Customer changes their mind, is dissatisfied with the outcome, or later decides that the Consultation was not useful.

4.2 This does not displace a Customer’s non-excludable consumer rights for a service that was defective or not as described (clause 3).

5. Provider Cancellation or Unavailability

5.1 Where a Provider cancels a Consultation before it is delivered, the Customer will be entitled to choose, where available, between:

(a) rescheduling with the same Provider; (b) booking another suitable Provider; or (c) receiving a full refund to the original payment method.

5.2 Where a Provider fails to attend, becomes unavailable, is suspended or is otherwise unable to deliver a future Consultation, Xpertyy may cancel the booking and issue a full refund without requiring a separate refund request from the Customer.

5.3 A Provider cancellation does not create an entitlement to compensation beyond the amount paid for the affected Consultation, except where otherwise required by applicable law.

6. Effect of Refunds on Provider Payments

6.1 Xpertyy may withhold, reverse, deduct or recover amounts otherwise payable to a Provider to give effect to an approved refund, cancellation, chargeback or payment correction, in accordance with the Terms and Conditions and the Provider’s applicable agreement.

6.1.1 Where a tax invoice was previously issued in respect of the relevant Consultation, Xpertyy will issue a tax credit note within 14 days of the refund or dispute being approved, referencing the original tax invoice. Where Xpertyy is VAT-registered, and a commission was invoiced to the Provider for that session, Xpertyy will issue a corresponding credit note to the Provider for the commission amount, adjusted for VAT where applicable. The applicable VAT adjustment will be reflected in the VAT return for the period in which the credit note is issued.

7. How refunds are processed

7.1 A refund request must be submitted through the designated refund or support channel available on the Platform and must include:

(a) the relevant booking or Consultation details; (b) the reason for the request; (c) a description of the issue; and (d) any supporting information reasonably available to the Customer.

7.2 Refunds are made through the Platform via Stripe Connect to the original payment method. Xpertyy may reverse, withhold or debit a Provider’s connected account to give effect to a refund, cancellation, chargeback or correction (Terms & Conditions clause 8.4).

7.2.1 Refunds to the original payment method are processed via Stripe Connect and may take additional time to appear, depending on the Customer's bank or card issuer.

7.2.2 Where a tax invoice was issued in respect of the refunded Consultation, a tax credit note will be issued to the Customer within 14 days of the refund being approved, referencing the original tax invoice and reflecting the corresponding VAT adjustment. The credit note will be issued by Xpertyy on behalf of the Provider where applicable, in accordance with the agent-invoicing arrangement described in the Platform's Terms and Conditions.

7.3 Nothing in this Policy limits a Customer’s rights, or any party’s remedies, under UAE law.

7.4 Where a Consultation was paid for partly or wholly using a promotional code, voucher or Platform credit, any approved refund may be returned in the same form in which the corresponding portion was originally paid, subject to the applicable promotion terms.

7.5 Xpertyy may reject, restrict or subject to additional review any refund request where there are reasonable grounds to suspect fraud, misrepresentation, duplicate claims, chargeback abuse, manipulation of Platform records or repeated misuse of the refund process. Any such action remains subject to applicable law and the Customer’s non-excludable rights.

7.6 Duplicate refund requests concerning the same Consultation may be consolidated into a single case, and Xpertyy is not required to conduct multiple investigations into substantially the same claim unless new material information is provided.

8. Disputes:

8.1 Where a customer disagrees with a refund decision, the Customer may request one internal review through the Platform within [5] business days after receiving the decision.

8.2 The review should identify the reason for disagreement and include any new information or evidence not previously considered.

8.3 Xpertyy may uphold, amend, or reverse the original decision after reviewing the available evidence.

8.4 Xpertyy’s internal decision-making under this Policy does not limit any right or remedy available under applicable UAE law.