Questions & Answers
Questions & Answers
10 available 10 • View allRefund of a cancelled holiday tour due to visa delay
Q: A holiday tour operator is not refunding me the amount paid because the tour got cancelled due to delayed visa receipt.
Oct 2, 2017
748
Getting a refund from an immigration consultant
Q: I had signed up with an immigration consultant for immigration to Canada. According to the contract I would be refunded the full amount if my application did not get through in a year.
I had asked for a refund and they have only approved 2560/- out of around Dhs 9500/-.
I need help to resolve this issue. Thanks.
Oct 24, 2017
5580
Consumer complaint for false information on a product
Q: Dear all, good day.
I am based in the UAE and I am a Muslim. I recently bought packet noodles from a shop here. It says BEEF NOODLES in English but the ingredients are written in Chinese.
While I took a few bites, my friend went through the ingredients (she can read Chinese) and said it says there is pork in it. Being a Muslim, this is against my religion and I would like to seek compensation.
Is there a valid case?
Thank you
Imran
Jul 24, 2018
523
Adding customers to a Whatsapp group by a restaurant
Q: A company (cafe/restaurant) that I have ordered from via a delivery app on occasions, just created a Whatsapp group including 200+ of its customers' private telephone numbers including mine.
I left the group quickly but my number can still be viewed by all those people. One even tried sending me a message before I blocked them. They should not have shared my telephone number with all those people I do not know!
Oct 18, 2018
542
Claiming money back from a travel agency due to poor services
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.
Feb 29, 2020
2496
What to do when the new service provider denies an agreement after taking over?
Q: Hello,
I tried to open a company with an agency and they just called me saying that the business has been sold to a new person.
The previous owner took my money and I have to repay if I want to open the company now. They took from me 5K USD.
What do I have to do?
Jun 29, 2021
273
How can I refund my payment to a hotel apartment for bad service?
Q: Greetings!
I rented a serviced hotel apartment in Abu Dhabi on a long-term lease (6 months) paying 6 months lease amount (AED 23000) in advance.
After occupying the apartment on 11/04/2022, I found lots of insects and bedbugs in the room. Notified the management. However, every time I was told it is fixed.
Later one night, the bedbug bite was intolerable and I was forced to vacate the serviced apartment in the middle of the night (on 28/04/2022).
While vacating, I was told by email that the advance amount deducting the period of stay will be refunded within 7 working days.
Now as of today (30/06/2022), I am not refunded. No one answers my calls and physical visits, I am told they are not available. The amount agreed for refund after deduction is AED 20,070.
Please suggest what I should do to get the refund for the failure to provide the service. I have the receipt of payment and email from the management regarding the refund.
Pictures of the bedbug bites are also available.
Thank you.
B.
Jul 1, 2022
678
A travel agency fails to arrange a booking and refuses to refund the money
Q: Hello,
We purchased a membership with a travel & tours agency.
When we tried to use it, they failed to arrange the booking even though it was 4 months in advance. After that, they didn't refund the amount that was needed for the booking.
Oct 26, 2022
429
Check-in refusal at a Dubai hotel. How to take legal action?
Q: Dear Sir/Madam,
We are from the UK. We made a pre-booking at a hotel in Dubai for eight days.
We paid for the entire stay online and received a confirmation text from the hotel for our reservation from March 21st, 2023 at 12:00 am to March 29th, 2023.
However, upon our arrival at 2:00 pm today, the staff informed us that rooms are only available at 2:00 pm and requested we pay an additional 360 dirhams for an extra day or wait until the following day.
Despite a lengthy conversation, the staff did not provide us with a room, and my wife, one-year-old daughter, and I had to spend the night in the hallway.
After a long journey and feeling tired, we were disappointed with the treatment we received from the staff.
We intend to take legal action against the hotel and its staff.
Mar 21, 2023
188
I booked a hotel stay for Eid through a travel agency and it was canceled two days before Eid. What to do?
Q: I booked a hotel stay for Eid through a travel agency two weeks before Eid. The travel agency confirmed the booking on payment.
One day before Eid, the agency reached out, saying they had an issue with the supplier/hotel and the booking would be cancelled.
They offered alternative hotels that didn’t match the original property. I suggested some properties, and they couldn’t arrange them, or they asked for further payment, so I didn’t book anything through them.
What are my rights to a refund and compensation, as I had to book other arrangements separately at a significantly higher cost due to the last-minute prices?
It also caused significant emotional distress, less than 24 hours before the holiday. To which authority can a complaint be made in case of an unsatisfactory outcome?
Both the agency and the hotel are in Dubai.
Apr 4, 2025
59
Laws & Regulations
3 available 3 • View allFederal Law No. (24) of 2006 On Consumer Protection
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.
Aug 13, 2006
9916
Federal Law No. (15) of 2020 on Consumer Protection
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).
Nov 10, 2020
584
Cabinet Resolution No (12) of 2007 Concerning the Executive Regulations of 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.
Mar 29, 2007
202
Premium
Other answers by
342 342 answers •
View allHow can I vacate my tenant if the rental agreement ends before the eviction notice deadline?
My Dubai tenant's rental agreement is ending by the end of September 2024 and the completion of 12 months of legally served Eviction Notice is the end of December 2024.
I have two questions:
(a) Can I send a rent increase notice 3 months before as the rent has increased as per the RERA rent calculator?
(b) The second question is, do I have to renew the rental agreement for 3 months (until December 2024) or not?
Thank you.
May 1, 2024
266
How can I reach a settlement with the bank for a mortgage of a jointly owned property?
I have a jointly owned property in Abu Dhabi. The mortgage was defaulted on as I had to leave the property with my children following an assault by my ex-husband. He left the country in 2018 and never paid the mortgage.
As I was in the country, the bank filed a criminal case against me, and I was sentenced to 3 years. I won the appeal against the bank and then filed another criminal case a few months later in Dubai. Again, I won and paid a fine.
In 2019, the bank started a civil case against me and my ex-husband to have the property repossessed. However, at the time of the purchase of the property, there were no Title Deeds, the bank requires this.
I cannot give them the Title Deeds to sell the property and pay back the amount owed to them as my ex-husband refuses to provide a POA. The bank has filed another criminal case against me only for our jointly owned property.
I wish to resolve this and pay off the bank and receive any money left from the sale. How can I resolve this issue of the Title Deeds?
Oct 4, 2022
281
The procedures for filing for divorce on mutual consent
Dear sir/madam,
I am separated from my wife due to compatibility reasons. We got married in the Indian consulate in Dubai on December, 23rd.
We would like to file a divorce on mutual consent as soon as possible. May I get some advice here on the procedures?
Sep 13, 2022
668
My previous employer failed to pay my gratuity. Can I file a case 6 months after resignation?
My previous employer failed to pay my gratuity six months past now since I resigned, Is it possible to file a case against him after a 6 months period?
May 31, 2022
1269
Can a real estate agency hold a percentage of a property sale until transfer is done?
A real estate agency has signed an MOU stating that a 10% security deposit from the buyer and the seller will be kept in the real estate agency and will be released upon transferring the property.
The transfer of the property was blocked due to the court order.
According to my colleagues, the real estate agency is not a trustee and they are not allowed to have taken my security check in the first place, is this correct?
Jun 28, 2021
1262
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