Refund Policy

Last Updated: May 25, 2026

Thank you for choosing UAE Customers Care for your appliance repair needs in Dubai, Abu Dhabi, and across the UAE. We are committed to delivering high-quality, professional repair services and stand behind the work carried out by our certified technicians. This Refund Policy clearly explains the circumstances under which refunds or remedy services are available, and the process for making a claim.

1. Our Service Guarantee

Every repair completed by UAE Customers Care is backed by a 90-day parts-and-labour warranty. This means that if the same fault we repaired recurs within 90 days of the original service date, we will return to your premises and rectify the issue at no additional charge. Our goal is your complete satisfaction with every visit, and we take all warranty claims seriously.

2. When a Refund May Be Considered

A monetary refund may be issued in the following circumstances:

• Repair not completed: You have paid a deposit or the full service fee and our technician was unable to complete the repair due to a fault on our part (for example, incorrect parts ordered, no-show without notice, or inability to source the required component within an agreed timeframe).
• Misdiagnosis resulting in a repeat fault: If our technician diagnosed and repaired a fault and the same symptom returns within the 90-day warranty period and a second visit confirms the original repair was incorrectly carried out, you are entitled to a full refund of the labour cost for that specific repair.
• Overcharge: If you were charged an amount higher than the written estimate you approved prior to the repair, the difference will be refunded promptly upon verification.
• Cancelled service — advance payment made: If you paid in advance for a service that UAE Customers Care subsequently cancelled or could not fulfil, a full refund of the advance payment will be processed.

3. When Refunds Are Not Applicable

We are not able to offer a refund in the following situations:

• The repair was completed successfully and the appliance was returned to full working condition, but a new, unrelated fault has since developed.
• The appliance developed a fault after the repair due to misuse, accidental damage, power surge, flood, unauthorised modification, or any cause unrelated to the work carried out by our technician.
• You changed your mind about the repair after it was completed and approved.
• The fault recurs outside the 90-day warranty period.
• A call-out/diagnostic fee was charged for a visit where a diagnosis was carried out but you chose not to proceed with the recommended repair. Diagnostic fees cover the technician’s time and expertise and are non-refundable once the assessment has been completed.
• You requested a specific repair approach against our technician’s professional recommendation and the outcome was unsatisfactory as a result.

4. Parts Refund Policy

Spare parts fitted into your appliance during a repair are installed as part of the service and cannot be returned once fitted. If a part is ordered and arrives but the repair is subsequently cancelled before installation at your request, a restocking fee may apply. We will advise you of any applicable restocking fee at the time of cancellation.

Parts ordered and paid for but not yet delivered may be refunded in full if cancellation is requested before the part has been dispatched from our supplier. Once dispatched, parts are non-refundable unless they arrive in a defective or incorrect condition, in which case we will arrange a replacement or a full refund of the parts cost at no inconvenience to you.

5. How to Request a Refund or Warranty Revisit

To submit a refund request or to claim a warranty revisit, please contact us within the applicable warranty or claim period:

• Phone / WhatsApp: +971 52 484 8137
• Email: support@uaecustomerscare.com

Please have the following information ready when you contact us:

• Your full name and contact number used at the time of booking
• The service address where the repair was carried out
• The date of the original repair visit
• A brief description of the issue you are experiencing
• Your original service receipt or invoice number (if available)

Our customer care team will review your claim within 2 business days and either schedule a warranty revisit or initiate a refund review. You will be kept informed at every stage.

6. Refund Processing Timeline

Approved refunds are processed as follows:

• Cash payments: Refunded in cash or by bank transfer within 3 business days of approval.
• Bank transfer payments: Refunded to the originating bank account within 5–7 business days of approval.
• Digital payment methods: Refunded via the original payment channel within 7–10 business days, subject to the processing timelines of your payment provider.

UAE Customers Care will not impose any additional charges or deductions when processing an approved refund.

7. Disputes

If you are dissatisfied with the outcome of a refund or warranty claim, please escalate the matter to our management team via email at support@uaecustomerscare.com. We are committed to resolving all disputes fairly and promptly. Should a resolution not be reached through direct communication, the matter may be referred to the relevant UAE consumer protection authority or resolved through applicable UAE legal channels.

8. Amendments to This Policy

UAE Customers Care reserves the right to revise this Refund Policy at any time to reflect changes in our operations, legal obligations, or service offerings. The current version with its effective date will always be published on this page. We recommend reviewing this page periodically to remain informed of our current refund terms.