Refund Policy

Last Updated: May 28, 2025

This Refund Policy outlines the terms and conditions for refunds related to the Fazaa Benefits Card membership and services. Please read this policy carefully to understand our procedures regarding refunds.

1. Membership Fee Refunds

1.1 Cooling-Off Period

We offer a 14-day cooling-off period from the date of membership purchase. If you decide to cancel your membership within this period, you are eligible for a full refund of the membership fee, provided that you have not used any of the benefits or services associated with your membership.

1.2 Cancellation After Cooling-Off Period

After the 14-day cooling-off period, membership fees are generally non-refundable. However, we may consider partial refunds in exceptional circumstances on a case-by-case basis, at our sole discretion.

1.3 Pro-Rated Refunds

In the event that we approve a refund after the cooling-off period, the refund amount will be calculated on a pro-rated basis, taking into account:

• The remaining duration of the membership period
• Any benefits or services already used
• An administrative fee of AED 100

2. Refund Process

2.1 Refund Requests

To request a refund, you must contact our customer service team through one of the following channels:

• Email: [email protected]
• Phone: +971 4 123 4567
• In person at our headquarters (address provided below)

2.2 Required Information

When requesting a refund, please provide the following information:

• Your full name
• Membership number
• Date of purchase
• Reason for refund request
• Proof of payment

2.3 Processing Time

Refund requests will be processed within 10 business days of receipt of a complete request. Once approved, the refund will be issued using the original payment method, which may take an additional 5-10 business days to appear in your account, depending on your financial institution.

3. Non-Refundable Items

The following items are non-refundable under any circumstances:

• Membership upgrade fees (difference between tiers when upgrading)
• Processing fees
• Replacement card fees
• Special event registration fees

4. Special Circumstances

4.1 Service Unavailability

If a significant portion of our services becomes unavailable for an extended period (more than 30 consecutive days), you may be eligible for a partial refund proportional to the duration of the service unavailability.

4.2 Relocation

If you relocate to a location where Fazaa Benefits services are not available, you may request a partial refund by providing proof of relocation (such as a new residence permit or utility bill).

4.3 Medical Circumstances

In case of serious medical conditions that prevent you from using the Fazaa Benefits Card services, you may request a partial refund by providing appropriate medical documentation.

5. Disputes and Complaints

If you are not satisfied with our decision regarding your refund request, you may submit a formal complaint to our customer service department. We will review your complaint and provide a response within 15 business days.

6. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically for any changes.

7. Contact Us

If you have any questions about this Refund Policy, please contact us at:

Fazaa Benefits
Sheikh Zayed Road, Downtown Dubai
Dubai, United Arab Emirates
Email: [email protected]
Phone: +971 4 123 4567