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

Q: Dear Sir/Madam, I booked a flight ticket online from a travel agency in Dubai. After the booking, the amount was deducted from my card, but I have not yet received the ticket. When I contacted the travel agency's customer service, they told me that the ticket will be provided in the morning. Later, they sent me an email saying that the ticket is not available with the airline and I can either reschedule the ticket or get a refund. I requested a refund and they replied that the amount will be credited to my account within 25 days. It has been almost 2 months and I have not yet received the refund. Please suggest how I can proceed further!

Q: Hello respected lawyers. I am a part of the contract with another party and I want to send some of them a legal notice from any emirate but in the contract, it is mentioned that Dubai Courts are selected for any dispute. Should I choose Dubai only? Thank you, Sir.

Q: Dear Sir/Madam, I went for a session at a fitness studio in Dubai. Before booking an appointment, you have to pay for the session. They send you a payment link and then you can book a session. So I did this, I paid using the payment link they sent to me. I booked my appointment for tonight at 7:30 pm. I was unable to make my appointment due to client meetings running overtime. I work in a law firm myself, so you can understand how it is sometimes. They sent me a message on WhatsApp that they would mark me as a “no show” and then they sent me a screenshot of their booking and cancellation policy, which they should have informed me of before, but failed to. Their booking & cancellation policy states that "no show" is 100% fees applicable. My argument is that I deserve a refund of my money as they did not inform me of such a policy PRIOR to anything. What can I do to get my money back?

Q: Good morning, I bought a push car for my infant, and it broke after 2 weeks of use. It was an expensive item from a reputable online store. Repair is not possible due to torn wires inside the mechanism. I requested a replacement or refund, but the shop cited "wear and tear due to usage," claiming no spare parts were available and denied my request. I replied saying this is a very low-quality product if it breaks after 2 weeks of normal usage. I want to stress the fact that it is a baby product. It should be of the highest quality and safety. Am I eligible for a refund? Is there any law to protect me as a customer? Thank you!

Q: Hello, I would like to get your opinion on this matter. I subscribed to an annual subscription of an online community and paid for the first month. Within 20 days, I sent an email requesting to terminate my account. Now, after 5 months, I have received a legal notice stating that I am required to pay for the entire year, even though I haven't used the service. How should I approach this situation? Thank you!

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.