Q: I paid AED 15000 to avail services of a holiday service provider. Looks like the company is shut down now. I am not getting any responses. Is there any way to get the money back?

Q: Hello Legal Expert, A tour & travel company located in Dubai has promised many things at the time of selling tour package, however, they failed to provide services on the ground. After so much communication with them, they accepted the fact of their poor services and agreed to cancel my membership and promised to return my money. However, they keep deferring the date for money return. Later, they said that money will be returned in 6 installments through bank transfer; no post-dated cheques. I agreed to this proposal also. As per the last email from them, the 1st installment was due on 5th Jan, but again they failed to pay the money and always give new excuses. I have all the email communication of their false promises. So please advise further legal action I can take against this company. Thanks for your advice. A.J.

Q: Hi. Myself is S. I've paid AED 16,000.00 to a holiday company named "-----" in Dubai for a vacation package of 18 nights stay in 4-star hotels along with 2+1 Europe return tickets. I've applied for my vacation starting from 1 June to 12 June 2019, but they have offered me 2-star hotels and asked me to confirm the booking option. I refused to confirm it since the contract is to provide 4-star hotels along with flight tickets. They replied to me that we already provided the hotel option available with us and they will check with their supplier for other options and they will provide if available with them. I replied to them that they're obligated to provide me 4-star hotels so the statement is not acceptable. Unfortunately, as of now, they didn't give me any reply, bookings, flight tickets...etc. I felt that they are trying to delay the hotel options and tickets in order for me to accept their proposal or cancel my vacation. Please advise on this matter.

Q: Dear Legal Team, I have been scammed by a local travel agency based in Dubai. They offered me to pay in advance at the beginning of 2022 beginning for a cheaper tour package. But I was not able to travel in 2022. Eventually, they didn't refund my money in 2022 and did not carry it forward in 2023. How can I take my money back?

Q: Hi. My husband and I subscribed to a tourism package with a registered company in the UAE last Sunday. We signed a contract and paid an amount of AED 13999 for the package. We later decided that we want to cancel this subscription and get a refund. The exact clause that describes the cancellation policy is: “Subscription cancellation request received 7 days enrollment/payment date may be eligible to receive a refund after deducting 30% administration charges and cost of the utilized services if any.” It’s only been 3 days since we purchased it and we haven’t used any of their services yet. Their subscription fee is 13999 and we were not informed of a separate administration charge. They are not willing to refund. Isn’t it illegal to deny that right to a customer? Please help us sort this out. We’ve recently moved to the country and have been scammed of all our savings and money through a scam call as well. Thank you in advance for any guidance you can provide.

Q: Dear Sir, We paid AED 7000 to a tourism company for a holiday package. They were replying to our messages for a few weeks but now all their contact numbers are closed and they don't respond to our emails. They are not providing any of the services mentioned in the contract. We request you to guide us on how we can file a complaint against this company and get our money back. Thank you

Q: I would like to seek advice. I bought a ticket from an agency but due to emergency surgery (bypass surgery) of my husband, I am unable to fly back home. Two days before the flight, I called the agent and advised her of my situation and was advised that the ticket can be rebooked. I promptly said to rebook the flight and a medical certificate has been provided. The flight was on 22 June 2023 and to this date, the issue has not been resolved between the agency and the airline. And now they are requesting a marriage contract copy which I provided. Appreciate it if you can please advise me on the best way forward.

Q: I seek your legal advice regarding a dispute with a company over deceptive practices and breaches of commitments. I was invited to collect complimentary gifts (movie voucher, hotel stay, dhow cruise, smartwatch) after attending a 30-minute session. During the session, Mr. [---] offered an Umrah package, including visas, 4-star stays with breakfast, and transfers for my family, plus 3-star stays for five relatives. Under pressure, I paid AED 9,000. However, the written agreement differed from the oral promises. When questioned, Mr. [----] assured me of an email reflecting the verbal commitments, but it matched the written terms. Upon follow-up, Mr. [----] denied the commitments, and the manager dismissed the issue. I reluctantly proceeded with the services but was later informed only a 6-night facility could be availed annually. I feel misled and overcharged for services not delivered as promised. Could you guide me on legal action to seek a refund or compensation?

Q: I bought a holiday package from a tourism company. The main privilege is to get a 6N/7D annual holiday for 2 adults and 2 children on a bed and breakfast basis with return airport transfers and 1 sightseeing tour in 4-star associated worldwide hotels for a period of 5 years. Fast forward to my 2nd-holiday request for Jan 6-9, 2025 in Victoria, British Columbia, Canada, the hotels they've been providing me are all non-inclusive of breakfast and mostly are 3-star rated except Double Tree by Hilton hotel. I insisted that I would not accept any of the hotel options since they were not following the contract by not providing breakfast as well. What they did is they provided me options with breakfast but all are located in Toronto, Ontario, Canada. My flight ticket and itinerary are arranged, and although they don't say it, what they imply in their last proposal is for me to change the state I should visit in Canada. I want to know if they are allowed to do this or if I can sue them.

An interview-format article covering the topic of contracts in the UAE. This is from the legal podcast of lawyer Ludmila Yamalova, the founder of Lawgical with LYLAW.

The Law sets up the legal framework for the protection of consumer rights in the UAE. The Law establishes the Higher Committee for Consumer Protection and the Consumer Protection Department, and sets up the fines for breach of its provisions.

The provisions of this law, promulgating UAE Civil Code, govern the civil transactions in the United Arab Emirates. The commercial transactions remain subject to the laws and regulations applicable in their regard.

The provisions of this Federal Law, known as the "New Consumer Protection Law", govern Consumer Protection regulations in the United Arab Emirates. The New Consumer Protection Law repeals the previous UAE Consumer Protection Law (Federal Law No. (24) of 2006 on Consumer Protection).

The provisions of this Cabinet Resolution No (12) of 2007 Concerning the Executive Regulations of Federal Law No (24) of 2006 on Consumer Protection.