Refund Policy
What we refund, what we do not, and why. Section 8 covers the separate question of refunds on your store, where UAE consumer law has views of its own.
1. The short version
- The trial takes no payment, so there is nothing to refund and nothing to cancel.
- Monthly plans: cancel any time; the next invoice stops. We do not pro-rate a part-used month.
- Yearly plans: cancel within 14 days of the invoice for a full refund. After that, a pro-rated refund of whole unused months.
- If we caused the problem — an outage that made your store unusable, or a charge that should not have happened — we refund it, and you do not need to argue about it.
2. The trial: nothing to refund
We do not take card details to start a trial, and a trial never converts into a paid plan by itself. If you do nothing when the fourteen days end, the store pauses. Nothing is charged, so nothing needs refunding.
3. Monthly plans
A monthly plan is billed in advance for the month ahead. Cancel at any time and the next invoice does not happen; the store stays live until the end of the period you have already paid for.
We do not normally refund part of a month that has already started, because the service was available to you throughout it. Two exceptions:
- You were charged after cancelling. We refund it in full, and you should not have to chase us for it.
- A prolonged outage on our side made the store unusable for a meaningful part of the month. We refund that part.
4. Yearly plans
A yearly plan is one invoice for twelve months, at a discount to the monthly rate.
- Within 14 days of the invoice date, cancel for any reason and we refund it in full.
- After 14 days, we refund the whole unused months remaining, calculated from the end of the month in which you cancel. The months you used are charged at the yearly rate you paid, not repriced to the monthly rate.
An example, so there is no ambiguity: a Business yearly invoice of AED 3,348 cancelled in month four leaves eight unused months. The refund is 3,348 ÷ 12 × 8 = AED 2,232.
5. What we cannot refund
- Payment gateway and courier fees. Stripe, Tabby, Tamara and your courier bill you directly at their own rates. That money never reaches us, so we cannot return it — take it up with them.
- Apple and Google developer account fees. Those accounts are in your name and you pay Apple and Google directly.
- Domain registration bought from a registrar in your name.
- Third-party services you connect to the store and pay for separately.
Setup, catalogue import, app building and support are not charged for in the first place, so there is nothing to withhold when a refund is calculated.
6. How a refund is paid
Refunds go back to the payment method the invoice was paid with. That is both our policy and the expectation under the UAE’s e-commerce framework, Federal Decree-Law No. 14 of 2023, which looks for refunds to be made within a reasonable time and, where applicable, through the original payment method.
We approve refunds within 5 working days of agreeing one. How long it then takes to appear is your bank’s business, and is typically another 5 to 10 working days. We invoice from India and add no UAE VAT, so a refund is simply the amount you paid, with a credit note against the original invoice.
7. How to ask for one
Write to [email protected] or message us on WhatsApp, with the invoice number and a line about what went wrong. There is no form, no ticket queue and no retention script — a person reads it and answers.
If we say no, we will tell you why in writing. If you disagree, you retain every right you have under UAE law, including taking the matter to the relevant consumer protection authority — nothing in this policy waives that.
8. Refunds on your own store
This page is about our subscription. Refunds to your shoppers are between you and them, and UAE law is specific about them.
Under Federal Decree-Law No. 14 of 2023 and the consumer protection framework in Federal Law No. 15 of 2020, a consumer whose goods are defective, unsafe or materially different from how they were described is entitled to a remedy — repair, replacement or refund depending on the circumstances. Goods must arrive within the time you stated at the point of sale, and a significant delay gives the consumer the right to cancel and be refunded. A term in your policy that tries to remove a right the consumer has under UAE law has no effect.
Every FlexiCommerce store ships with a returns and refunds page in place from day one, which is also what a payment gateway looks for when it reviews your application. Edit it to match how you actually trade — and if your goods are perishable, personalised or hygiene-sensitive, say so there clearly rather than assuming it is understood.
The admin panel handles the mechanics: refunds go back to the original payment method, the VAT is reversed proportionally, and a credit note is raised against the original tax invoice. How VAT handles refunds →
Last updated 10 August 2026. Related: Terms of Service · Privacy Policy.