Refund & Cancellation Policy

01Scope of this Policy

This Policy applies to eligible purchases made directly through Qasr Al Anqaa’s website or another Qasr Al Anqaa digital purchasing process that refers to this Policy.

It may apply to:

• paid reports and research;
• digital publications;
• business assessments and related reports;
• advisory or professional services purchased online;
• subscriptions;
• access-based digital services;
• and other paid digital services offered by Qasr Al Anqaa.

It does not automatically apply to separately negotiated commodity transactions, supply contracts, investment arrangements, projects or professional engagements governed by their own quotation, commercial offer, invoice, agreement or contract.

Where a specific purchase has separate cancellation or refund terms, those specific terms will apply together with any rights that cannot lawfully be excluded.

02Before completing a purchase

Before confirming a paid order, please review:

• the description of the report or service;
• what is included;
• the price and currency;
• applicable taxes or additional charges;
• the method of delivery or access;
• any stated delivery period;
• whether the service requires human preparation;
• whether the purchase is a one-time payment or subscription;
• and any conditions specific to that product or service.

A refund will not normally be granted simply because information that was clearly disclosed before purchase was not reviewed.

This does not affect rights arising where a product or service is defective, materially misdescribed, not supplied as agreed or otherwise subject to a remedy under applicable law.

03Cancellation before delivery or access

If you request cancellation before Qasr Al Anqaa has:

• provided access to purchased digital content;
• made a report available for download;
• delivered the purchased report;
• begun a specifically commissioned assessment;
• materially begun an advisory engagement;
• or otherwise started performing the purchased service;

we may cancel the order and provide a refund where reasonably practicable.

1. Order
2. Not delivered
3. Cancellation request
4. Review
5. Refund where eligible

If work has already begun, the treatment of the cancellation will depend on the type of service, the work already completed and the applicable legal or contractual requirements.

Where no work has begun and no digital content or access has been supplied, Qasr Al Anqaa will normally seek to resolve a valid cancellation request without unnecessary delay.

04Digital reports and downloadable content

Digital reports, research and downloadable content are different from physical goods because access may provide immediate use of the purchased material.

• Before accessCancellation may be available
• After delivery / accessChange-of-mind refund generally limited
• But:
• Defect / wrong content / failed accessRemedy may still apply

Before access or delivery, an eligible order may be cancelled in accordance with this Policy.

After a paid report or digital product has been delivered, downloaded, accessed or otherwise made available for use, a change-of-mind refund will generally not be available.

This limitation does not apply where a refund, replacement, correction or other remedy is required because the content:

• was not delivered as agreed;
• cannot reasonably be accessed because of a problem attributable to Qasr Al Anqaa;
• is materially different from the description presented at the time of purchase;
• is materially incomplete due to an error in delivery;
• contains a qualifying defect;
• or is otherwise subject to a remedy under applicable law.

Where the issue can reasonably be corrected by restoring access, supplying the correct file or delivering the missing material, we may first offer that remedy where appropriate.

05Business assessments and assessment reports

A cancellation request for a paid business assessment should be submitted before the assessment has been substantially processed or its report has been generated.

1. Input
2. Assessment
3. Report generated
4. Delivery

Once a personalised assessment has been completed or a customised report has been generated or delivered, a change-of-mind refund will generally not be available.

If an assessment report cannot be delivered, contains a material technical error attributable to Qasr Al Anqaa, or differs materially from the service purchased, we will review the issue and provide an appropriate remedy.

Depending on the circumstances, that may include:

• correction;
• regeneration of the report;
• re-performance of the assessment;
• partial refund;
• or full refund where appropriate.

A disagreement with the business conclusion, score or recommendation of a correctly performed assessment does not by itself mean that the service is defective.

06Advisory and professional services

Advisory, consulting and similar professional services may involve preparation, research, meetings or professional time before the final deliverable is issued.

1. Not started
2. Preparation
3. Work in progress
4. Delivered

If a customer cancels before work begins, an eligible prepaid amount may be refunded.

If work has already begun, Qasr Al Anqaa may take into account the portion of the service already performed when determining the amount, if any, that remains refundable, subject to applicable law and the terms agreed for the engagement.

If the agreed service is not performed, is materially deficient or is not provided in accordance with the agreed scope, the customer may request that the matter be reviewed.

Where appropriate, the remedy may include:

• performance of the service correctly;
• re-performance;
• correction of the deliverable;
• a proportionate refund;
• or a full refund where the service has not been provided and the circumstances justify it.

07Subscriptions

For subscription services, the relevant purchase page should identify:

• the subscription price;
• billing frequency;
• access period;
• renewal conditions;
• and cancellation method.

1. Subscribe
2. Access
3. Billing period
4. Renewal or cancellation

Cancelling a subscription stops future renewal in accordance with the applicable subscription terms.

Cancellation normally does not automatically create a refund for a billing period that has already begun or for content or services already accessed during that period.

If a duplicate renewal occurs, an incorrect amount is charged, access is not provided as agreed, or another qualifying problem occurs, contact Qasr Al Anqaa so the transaction can be reviewed.

Any automatic renewal must be disclosed as part of the purchase process.

10Duplicate or incorrect payments

If you believe you have:

• Duplicate charge
• Incorrect amount
• Payment without order
• Processing error

• been charged twice for the same transaction;
• been charged an incorrect amount;
• paid for an order that was not successfully created;
• or experienced another payment-processing error;

please contact us promptly and provide the relevant transaction information.

If an incorrect or duplicate charge is confirmed, we will arrange the appropriate correction or refund.

11Failed delivery or access problems

If payment is successful but you do not receive the purchased digital content or service, please contact us before making a duplicate purchase.

1. Payment confirmed
2. No delivery
3. Restore access / resend / correct access
4. Cancellation / refund review

Where the problem is technical, we will normally first attempt to:

• restore access;
• resend the relevant link or file;
• correct account access;
• or otherwise complete delivery.

If delivery cannot reasonably be completed, the purchase may qualify for cancellation and refund.

12Refund amount

1. Approved
2. Amount determined
3. Refund initiated
4. Bank / provider processing

Where a full refund is approved, the amount normally corresponds to the amount paid for the affected product or service, including any amount that must be returned under applicable law.

Where part of a professional service has already been properly provided and a partial refund is appropriate, the refund may reflect the part of the service that was not provided or the extent of the relevant deficiency.

Any applicable tax adjustment will be handled in accordance with relevant tax requirements.

13How refunds are issued

Approved refunds will normally be returned using the original payment method where reasonably possible.

Where the original payment method cannot be used, Qasr Al Anqaa may request information necessary to arrange another appropriate refund method.

The time required for funds to appear in the customer’s account may depend on the payment provider, bank or card issuer and can extend beyond the time required by Qasr Al Anqaa to initiate the refund.

We will not request full payment-card credentials by ordinary email in order to process a refund.

14Refund processing time

Once a refund has been approved, Qasr Al Anqaa will initiate it without unreasonable delay.

Our operational target is to initiate an approved refund within 7 business days after approval and receipt of any information reasonably required to process it.

The customer’s bank, card issuer or payment provider may require additional time to make the refunded amount visible in the account.

This processing target does not reduce any shorter period that may be required under applicable law.

15Promotional prices, discounts and vouchers

Where a refund is approved for a purchase made at a promotional or discounted price, the refund will normally be based on the amount actually paid rather than the standard undiscounted price.

Any separate rules applying to vouchers, credits or promotional benefits should be disclosed with the relevant promotion.

17Chargebacks and payment disputes

If there is a problem with a purchase, we encourage customers to contact Qasr Al Anqaa first so that the matter can be investigated and, where appropriate, corrected.

Nothing in this Policy prevents a customer from using rights available through a payment provider or under applicable law.

However, knowingly submitting false or misleading information in connection with a payment dispute may constitute misuse and may result in appropriate action.

18How to request a cancellation or refund

Send your request to:

info@qasralanqaa.com

Please include, where available:

• your name;
• company name;
• email used for the purchase;
• order or transaction reference;
• product or service purchased;
• date of purchase;
• reason for the request;
• and any information or evidence relevant to the issue.

Do not send full payment-card details by email.

We may request additional information where reasonably necessary to identify the transaction, verify the request or investigate the issue.

1. 1Email request
2. 2Provide order information
3. 3QAA reviews
4. 4Outcome communicated
5. 5Refund / remedy processed where approved

Request cancellation or refund

19How requests are reviewed

A cancellation or refund request will be considered in light of:

• the service purchased;
• the information presented before purchase;
• whether access or delivery occurred;
• how much of a professional service has been performed;
• the nature of the reported problem;
• transaction records;
• any applicable service-specific conditions;
• and applicable legal requirements.

We aim to assess requests fairly and consistently.

A request being submitted does not itself mean that a refund has been approved.

20Statutory rights

Nothing in this Policy is intended to remove, restrict or replace any right or remedy that cannot lawfully be excluded under applicable UAE law.

Where applicable law gives a customer greater protection than this Policy, the applicable legal requirement will prevail.

21Changes to this Policy

We may update this Policy as Qasr Al Anqaa’s services, payment methods or applicable requirements change.

The version in effect when a purchase is completed will generally apply to that transaction, unless a later change is required by law or provides more favourable treatment to the customer.

The latest revision date will be displayed at the beginning of the page.