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: A holiday tour operator is not refunding me the amount paid because the tour got cancelled due to delayed visa receipt.

Q: Hi. I’m F. I've paid AED 18,700.00 to a holiday company named "-----" in Dubai for a vacation package of 28 Days Worldwide for 3 Adults and 1 kid valid for 10 years, plus additional benefits of: - 14 Days fully paid trip for 3 Adults and 1 Kid with tickets for Europe/Asia/Africa - 2 Night UAE stay/ 1 Night stay Cove Rotana - 7 Local Activities in the UAE We were clearly informed there will be no blackout dates and only had to inform in advance for booking. Now they are saying it is subject to availability. We have been really flexible and only asked them to provide beach-facing hotel options for any weekend or public holidays but they have only provided us with 1 hotel option for weekdays when we cannot travel. We have requested a sample itinerary for hotel options for Europe but there has been no response from them. So far they have failed to provide any service promised in the contract. Please advise on this matter.

Q: Dear Sir/Madam, In January 2013, I subscribed to a tourism package with a registered company in the UAE. We signed a contract and paid AED 11,000 for the package. However, the company has not been providing us with the promised services. We have decided to cancel the subscription and request a refund. The company initially said that we would be eligible for a refund after 6 months, but now they are saying that we will only be refunded after 1 year, and that is only if management approves. The exact clause that describes the cancellation policy is: “A subscription cancellation request received within 7 days of the enrollment/payment date may be eligible for a refund after deducting 30% administration charges and the cost of any utilized services, if any.” Their subscription fee is 11000 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? Thank you in advance for any guidance you can provide!

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.