Refund Policy

This Refund Policy explains when and how Listi Partners Portal("Listi", "we", "us", or "our") — a sole establishment licensed in Dubai under Department of Economy and Tourism (DET) Licence No. 1523229 (E-Trader Professional category) — issues refunds for fees paid through the platform operated at listi.ae (the "Platform"). The names "Listi" and "Listi.ae" and associated logos are trademarks of Listi Partners Portal. Trademark registration is currently in process in the UAE. All rights are reserved pending registration.

This Policy should be read together with our User Terms and Business Terms. In the event of any conflict, the relevant Terms prevail to the extent permitted by UAE law.

1. Scope

• What this Policy covers: subscription and listing fees paid by Businesses to Listi (for example, Business Flexi and Business Growth plans), Premium Plan subscriptions paid by Users or Referrers, and any paid add-on or promotional services offered directly by Listi.
• What this Policy does not cover:referral rewards, finder's fees, commissions, or any other payments made directly between Businesses and Referrers or Users. Listi does not process or hold such payments and is not party to those arrangements.

2. Payments and Currency

All fees on the Platform are quoted and charged in UAE Dirhams (AED) unless otherwise stated. Card payments are processed by our payment provider, Stripe, Inc., which is PCI-DSS compliant. Listi does not store full card details.

Where VAT (Value Added Tax) applies under UAE federal law, it is shown separately on your invoice. Refunds are issued on the net amount excluding any third-party fees (for example, currency conversion charges applied by your card issuer).

3. Free Plans

Plans offered at no charge — including the free Business Listing plan and the free tier for Users and Referrers — have no associated fees and therefore no refund applies.

4. Paid Plans — Refund Window

For all paid plans (Business Flexi, Business Growth, User/Referrer Premium Plan, and any paid add-ons):

• 7-day refund window. You may request a refund within seven (7) calendar days of the original payment date.
• Unused services requirement. Refunds are only granted where no material service has been delivered — meaning no listing has gone live, no promotional placement has been served, no Verified Badge has been issued, and no substantive use has been made of Premium features.
• Once the service is delivered, the fee is non-refundable. This includes: listings that have been published (even briefly), promotional placements that have been served, verification services that have been completed, and subscription periods that have begun and been used.

5. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

• Requests received more than 7 days after payment;
• Services that have been fully or substantially delivered;
• Renewals of a subscription where the new subscription period has already begun;
• Accounts suspended or terminated for breach of our Terms, content policy, or applicable law;
• Fees for one-time add-ons (such as featured placement or boosted listings) once the add-on has been activated;
• Dissatisfaction with the performance of a specific Business, Referrer, or User — Listi is a Platform and is not responsible for outcomes of any referral or introduction;
• Where a refund would breach any applicable UAE law or tax obligation.

6. Cancellation of Subscriptions

You may cancel a recurring subscription at any time from your account dashboard or by emailing hi@listi.ae. Cancellation prevents future renewal charges but does not by itself entitle you to a refund of fees already paid for the current billing period. Access to paid features continues until the end of the period you have paid for.

7. How to Request a Refund

To request a refund, email hi@listi.ae with:

• The email address registered to your Listi account;
• The invoice number or Stripe transaction reference;
• The date of payment and the amount paid;
• A clear reason for the refund request.

We aim to acknowledge refund requests within 5 business days and to issue a final decision within 10 business days of receiving all required information. We may request additional information to verify your identity and the transaction.

8. How Refunds Are Paid

Approved refunds are issued to the original payment method used for the transaction. Refunds typically reach your account within 10–15 business days of approval, depending on your card issuer or bank. Listi does not issue refunds by cash, bank transfer, credit note, or to an account different from the one originally charged, except where required by applicable UAE law.

9. Chargebacks and Payment Disputes

If you believe a charge is incorrect, please contact us first at hi@listi.ae so we can try to resolve the issue directly. Initiating a chargeback with your card issuer before contacting us may result in suspension of your account pending resolution. Listi reserves the right to dispute chargebacks that are inconsistent with this Policy and to recover any costs arising from chargebacks that are ultimately reversed in our favour.

10. Exceptional Cases and Goodwill Refunds

In rare cases — for example, a prolonged Platform outage, a duplicate charge, or a verified billing error on our side — Listi may issue a refund or a service-credit adjustment outside the standard rules of this Policy as a goodwill measure. These are granted at Listi's sole discretion and do not establish a binding precedent.

11. Fraud, Abuse, and Denial of Refund

Listi may deny a refund request where we reasonably determine that the request involves fraud, misrepresentation, policy violation, abuse of the refund process, or material breach of our Terms. We may also deny refunds where the account has been flagged for suspicious activity pending the outcome of an investigation.

12. Consumer Protection

Nothing in this Policy limits or excludes any right you may have as a consumer under UAE Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations. Mandatory consumer rights continue to apply regardless of any provision of this Policy. If you believe your consumer rights have been breached, you may contact the UAE Ministry of Economy or the relevant consumer protection authority in Dubai, in addition to contacting us at hi@listi.ae.

13. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes to our services or to applicable law. Material changes will be posted on this page with an updated "Last Updated" date, and where appropriate we will notify affected users in advance by email or through the Platform.

14. Contact

• Refund requests and billing enquiries: hi@listi.ae
• Privacy or data protection enquiries: privacy@listi.ae
• Postal: Listi Partners Portal, Dubai, UAE