Refund Policy

1. Overview

At Emira Fazz, we strive to provide exceptional digital savings services to our customers in the UAE. This Refund Policy outlines the circumstances under which refunds may be requested and processed for our services.

We are committed to customer satisfaction and will work with you to resolve any issues you may have with our services.

2. Refund Eligibility

Refunds may be available under the following conditions:

Digital Coupons and Vouchers

• Unused digital coupons within 30 days of purchase
• Technical issues preventing redemption of valid coupons
• Merchant-related issues that prevent coupon usage
• Duplicate purchases made in error

Premium Services

• Subscription services within 7 days of initial purchase
• Service disruptions lasting more than 48 hours
• Failure to deliver promised premium features

Special Circumstances

• Medical emergencies preventing service usage
• Relocation outside UAE service area
• Account security breaches not caused by user negligence

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Used or redeemed digital coupons and vouchers
• Expired offers and promotions
• Promotional items received through special offers
• Services used beyond the refund eligibility period
• Purchases made with promotional credits or points
• Third-party services purchased through our platform
• Custom or personalized services that have been delivered

4. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact Customer Support

• Email us at [email protected]
• Call our customer service at +971 4 123 4567
• Use the contact form on our website

Step 2: Provide Required Information

• Order number or transaction ID
• Account email address
• Date of purchase
• Reason for refund request
• Supporting documentation (if applicable)

Step 3: Review Process

• Our team will review your request within 2-3 business days
• Additional information may be requested if needed
• You will receive an email confirmation of the review outcome

5. Refund Processing

Once your refund request is approved:

Processing Time

• Credit card refunds: 5-10 business days
• Bank transfer refunds: 3-7 business days
• Digital wallet refunds: 1-3 business days
• Account credit: Immediate upon approval

Refund Method

Refunds will be processed using the original payment method whenever possible. If the original payment method is no longer available, we may:

• Issue account credit for future purchases
• Process refund to an alternative payment method
• Issue a check for the refund amount (if applicable)

6. Partial Refunds

In certain circumstances, partial refunds may be issued:

• When only part of a service bundle is unused
• For subscription services used for a portion of the billing period
• When service quality issues affect only specific features
• For promotional packages where some items have been used

7. Merchant-Specific Refunds

For issues related to partner merchant services:

• Direct merchant issues should first be resolved with the merchant
• Emira Fazz will assist in mediation when necessary
• Refunds may be processed if merchant resolution is not possible
• Documentation of merchant communication may be required

8. Subscription Cancellations

For subscription-based services:

• Cancellations can be made at any time through your account
• Refunds for current billing period subject to terms above
• No charges will occur after successful cancellation
• Access continues until the end of the current billing period

9. Dispute Resolution

If you disagree with a refund decision:

• Request escalation to our management team
• Provide additional supporting documentation
• Allow 5-7 business days for management review
• Consider alternative resolution options we may offer

10. Refund Abuse Prevention

To maintain fair service for all customers:

• Excessive refund requests may result in account review
• Fraudulent refund claims may result in account suspension
• We reserve the right to refuse refunds for abuse patterns
• All refund requests are logged and monitored

11. Changes to Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services or legal requirements. Any changes will be:

• Posted on our website with an updated "Last updated" date
• Communicated to active customers via email when significant
• Applied to purchases made after the policy change date

12. Customer Rights

This policy does not affect your statutory consumer rights under UAE law. You may have additional rights that cannot be excluded or limited by this policy.

If you believe your consumer rights have been violated, you may contact the relevant consumer protection authorities in the UAE.

13. Contact Information

For refund requests or questions about this policy: