1. Introduction

This Refund Policy outlines the terms and conditions for refunds related to services provided by RealEstatePro, in accordance with UAE consumer protection laws and Real Estate Regulatory Agency (RERA) guidelines.

We are committed to providing fair and transparent refund practices while complying with all applicable UAE regulations governing real estate transactions and services.

2. Service Fees and Commissions

2.1 Brokerage Services

In accordance with RERA regulations:

• Brokerage fees are earned upon successful completion of a transaction
• If a transaction does not complete due to buyer/seller withdrawal, fees may not be refundable
• Partial services rendered may incur partial fees as per agreement
• Refund eligibility depends on the stage of transaction completion

2.2 Consultation Fees

• Consultation fees are generally non-refundable once services are rendered
• If consultation is cancelled 48 hours before scheduled time, full refund is provided
• Cancellations within 24-48 hours: 50% refund
• Cancellations within 24 hours: No refund

3. Property Transaction Refunds

3.1 Off-Plan Properties

As per Dubai Land Department (DLD) regulations for off-plan properties:

• Buyer deposits are held in escrow accounts as mandated by UAE law
• Refund eligibility is governed by the developer's payment plan and SPA terms
• If project is cancelled by developer, buyers are entitled to full refund
• Construction delays beyond agreed timeframes may entitle buyers to compensation
• Buyer-initiated cancellations are subject to developer's cancellation policy

3.2 Ready Properties

• Earnest money deposits may be non-refundable if buyer withdraws
• Refunds depend on terms specified in the Memorandum of Understanding (MOU)
• Seller breach of contract may entitle buyer to full deposit refund plus damages
• Failed financing contingencies must be documented for refund eligibility

4. Service Cancellation

Clients may cancel our services under the following conditions:

4.1 Before Service Commencement

• Full refund if cancelled 7 days before agreed start date
• 50% refund if cancelled 3-7 days before start date
• No refund if cancelled within 72 hours of start date

4.2 After Service Commencement

• Refunds are prorated based on work completed
• Administrative fees may be deducted
• Marketing costs already incurred are non-refundable
• Property listing fees on third-party portals are non-refundable

5. Refund Request Process

To request a refund, please follow these steps:

1. Submit a written refund request to refunds@realestatepro.ae
2. Include your booking/transaction reference number
3. Provide reason for refund request with supporting documentation
4. Our team will review your request within 5-7 business days
5. If approved, refund will be processed within 14-21 business days
6. Refunds will be issued to the original payment method

6. Non-Refundable Items

The following are generally non-refundable:

• Government registration fees paid to Dubai Land Department
• RERA permit and licensing fees
• Third-party service costs (photography, staging, legal fees)
• Advertising and marketing expenses already incurred
• Due diligence costs (property inspections, valuations)
• Administrative processing fees

7. Payment Method Considerations

Refund processing varies by payment method:

• Credit/Debit Card: 10-14 business days
• Bank Transfer: 5-7 business days
• Cash Payments: May require physical collection with ID verification
• Cheque: Subject to clearance periods

Processing fees charged by banks or payment processors are non-refundable.

8. Exceptional Circumstances

Refunds may be considered in exceptional circumstances including:

• Service failure due to our error or negligence
• Misrepresentation of property or service details
• Force majeure events affecting transaction completion
• Legal or regulatory changes preventing transaction
• Death or serious illness of client (with documentation)

9. Dispute Resolution

If you disagree with a refund decision:

• Contact our customer service team for escalation
• Request mediation through RERA's dispute resolution services
• File a complaint with Dubai Consumer Protection
• Seek resolution through Dubai Courts if necessary

10. UAE Consumer Rights

This policy respects consumer rights under UAE law, including:

• Right to clear information about refund conditions
• Right to fair treatment in refund processing
• Right to timely resolution of refund requests
• Right to escalate complaints to regulatory authorities

11. Policy Updates

This Refund Policy may be updated to reflect changes in UAE regulations or business practices. Material changes will be communicated to active clients, and the updated policy will be posted on our website with a new "Last Updated" date.