REFUND POLICY
HOME PLANET TECHNICAL SERVICES L.L.C.
Effective Date: 01 Apr 2026 Last Reviewed: 01 Apr 2026 Website: www.homeplanetgroup.ae
1. INTRODUCTION AND APPLICABILITY
Home Planet Technical Services L.L.C. (hereinafter referred to as the “Company”, “Home Planet”, “we”, “us”, or “our”), a limited liability company duly incorporated and registered under the laws of the Emirate of Dubai, United Arab Emirates, and engaged in the provision of handyman, technical, and maintenance services, has adopted this Refund Policy (the “Policy”) to set out, in a clear and transparent manner, the circumstances in which a refund of monies paid to the Company may be considered, the procedure for submitting a refund claim, and the conditions and limitations applicable thereto.
This Policy applies to every customer (the “Customer”, “you”, or “your”) who books, contracts for, or receives any handyman, technical, electrical, plumbing, air-conditioning, painting, carpentry, masonry, gypsum, ceiling, maintenance, renovation, fit-out, or related residential or commercial service offered by the Company (each a “Service”), whether through the Website at www.homeplanetgroup.ae, by telephone, by WhatsApp, by e-mail, or through any other booking channel.
This Policy is issued in conformity with, and shall be read in conjunction with:
Federal Law No. 15 of 2020 on Consumer Protection, as amended by Federal Decree-Law No. 5 of 2023;
Cabinet Resolution No. 66 of 2023 issuing the Executive Regulations of Federal Law No. 15 of 2020 on Consumer Protection;
Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services and its executive regulations;
Federal Law No. 5 of 1985 promulgating the Civil Transactions Law of the United Arab Emirates, as amended; and
any other applicable federal or local legislation, regulation, ministerial decision, or directive issued by a competent authority of the United Arab Emirates or the Emirate of Dubai.
By engaging the Services, the Customer acknowledges and accepts the terms of this Policy. Nothing in this Policy shall be construed as derogating from any mandatory right or remedy conferred upon the Customer by the Consumer Protection Legislation or any other applicable mandatory provision of UAE law.
2. NATURE OF THE SERVICES AND GOVERNING PRINCIPLE
The Customer acknowledges that the Services consist primarily of skilled labour, technical diagnostics, manual workmanship, and the supply and installation of consumable materials, spare parts, fittings, and components at the Customer’s premises. The pricing of the Services accordingly reflects (i) the cost of dispatched manpower (the “Labour Component”); (ii) the cost of materials, spare parts, and consumables, where applicable (the “Materials Component”); and (iii) call-out, transportation, diagnostic, and overhead charges (the “Ancillary Charges”).
As a general rule, and save as expressly provided in this Policy, all charges levied for the Services are non-refundable once the Service has been performed, the technician has attended the site, or materials have been procured or installed. This general rule is, however, qualified by the eligibility criteria set out in Section 4 below, which preserve the Customer’s right to obtain a refund of the Labour Component in clearly defined circumstances of proven workmanship failure.
3. DEFINITIONS
For the purposes of this Policy, the following expressions shall bear the meanings set out below:
“Warranty” means any express written warranty, guarantee, or assurance of workmanship issued by the Company in respect of a particular Service, the duration and scope of which shall be specified on the relevant tax invoice, job card, warranty certificate, or service contract.
“Warranty Period” means the period during which the Warranty remains in force, commencing on the date of completion of the Service and ending on the date specified in the relevant Warranty document. In the absence of a specified period, the default Warranty Period shall be such period as may be required under the Consumer Protection Legislation or, failing that, a reasonable period commensurate with the nature of the Service rendered.
“Defective Workmanship” means workmanship that, when objectively assessed, fails to conform to the standards customarily expected of a competent and qualified tradesperson in the United Arab Emirates, or that fails to achieve the functional purpose for which the Service was engaged.
“Material Defect” means a defect in the materials, spare parts, fittings, or components supplied by the Company in connection with the Service that renders such items not reasonably fit for their intended purpose, excluding defects arising from manufacturer’s warranty issues, normal wear and tear, or causes attributable to the Customer.
“Rectification” means the re-performance, repair, or remedial works carried out by the Company free of charge to address Defective Workmanship or a Material Defect within the Warranty Period.
“Refund Claim” means a written request by the Customer for the refund of monies paid in respect of a Service, submitted in accordance with this Policy.
4. ELIGIBILITY FOR A REFUND
A Refund Claim shall be considered by the Company only where the Customer establishes, beyond reasonable doubt, by way of credible evidence, that one or more of the following grounds is satisfied:
4.1 Failure of the Service to Serve its Intended Purpose: the Service, as originally scoped and agreed between the parties, has demonstrably failed to achieve its intended functional purpose, and the Company has been afforded a reasonable opportunity to attempt Rectification but has failed or declined to do so within a reasonable timeframe;
4.2 Demonstrable Defective Workmanship: the Service has been performed in a manner constituting Defective Workmanship, and the same defect has manifested itself notwithstanding at least two (2) attempts at Rectification by the Company within the Warranty Period;
4.3 Breach of Express Warranty: the Company has issued an express written Warranty in respect of the Service, the Warranty has been breached during the Warranty Period, and the Company has failed, after written notice, to honour the Warranty by way of free Rectification;
4.4 Non-Performance of the Service: the Customer has paid in advance for a Service which the Company has, through no fault attributable to the Customer or to circumstances of force majeure, wholly failed to perform on the agreed date or within a reasonable rescheduled timeframe;
4.5 Cancellation Prior to Dispatch: the Customer has cancelled the booking in accordance with Section 6 of this Policy prior to the dispatch of the technician and the procurement of any non-returnable materials; or
4.6 Duplicate or Erroneous Charging: the Customer has been charged twice for the same Service, or has been charged in error for a Service that was not rendered, in which case the duplicate or erroneous charge shall be refunded in full upon verification by the Company.
In every case falling under paragraphs 4.1 to 4.3 above, the burden of proof shall lie upon the Customer, who shall be required to establish, beyond reasonable doubt, that the Service or its outcome failed to serve its intended purpose, that workmanship was defective, or that an express Warranty was breached.
The Company reserves the right to inspect the work site, to instruct an independent qualified third party to assess the alleged defect, and to consider all relevant evidence prior to determining the Refund Claim.
5. SCOPE AND QUANTUM OF REFUND
Where a Refund Claim is upheld by the Company in accordance with this Policy, the refund shall be calculated and made strictly as follows:
5.1 Refund of the Labour Component: in cases falling under paragraphs 4.1, 4.2, and 4.3 above, the Customer shall be entitled to a refund of the Labour Component pertaining to the defective Service, in whole or in part, in proportion to the extent of the proven failure or defect. The Customer shall not, in such cases, be automatically entitled to a refund of the Materials Component or of any Ancillary Charges, save as set out in paragraph 5.2 below.
5.2 Refund of the Materials Component: the Materials Component shall be refunded only where (i) the materials, spare parts, or components themselves are demonstrably defective and remain covered by an active manufacturer’s or supplier’s warranty under which the Company is itself entitled to recover the cost; (ii) the materials have not been damaged, modified, or rendered un-returnable by use or installation; and (iii) the materials are returned to the Company in their original condition and packaging, where applicable. Bespoke, custom-cut, custom-fabricated, or special-order items shall not be refundable.
5.3 Ancillary Charges: call-out fees, transportation charges, diagnostic charges, and emergency or out-of-hours surcharges shall not be refundable, save where the Company has wholly failed to perform the Service through its own default, in which case such charges shall be refunded in full.
5.4 Full Refund: a full refund of all monies paid by the Customer shall be made only in cases falling under paragraphs 4.4 and 4.6 above, and in such other cases as the Company in its sole discretion may determine, having regard to the equities of the situation.
5.5 Set-Off: the Company reserves the right to set off, against any refund payable, any amounts that remain due and owing from the Customer to the Company in respect of any Service or any other transaction.
6. CANCELLATION OF BOOKINGS
The Customer may cancel a booking in accordance with the following schedule:
6.1 Cancellation Before Technician Dispatch: where cancellation is communicated to the Company in writing or by telephone at least two (2) hours prior to the scheduled appointment time, and prior to the technician being dispatched to the Customer’s premises, any advance payment received shall be refunded in full, less any non-recoverable third-party costs already incurred (such as non-returnable materials specifically procured for the Customer’s job).
6.2 Cancellation After Technician Dispatch: where cancellation is communicated after the technician has been dispatched but prior to the technician’s arrival at the premises, a call-out and transportation charge equivalent to the Company’s prevailing minimum service charge shall be retained by the Company, and the balance, if any, shall be refunded.
6.3 Cancellation After Technician Arrival: where cancellation is communicated after the technician has arrived at the premises and commenced diagnostic work, the Company shall be entitled to retain the full call-out, diagnostic, and minimum labour charges, together with any non-returnable materials charges, and only any unutilised balance shall be refunded.
6.4 Cancellation After Commencement of Works: once works have substantively commenced, no cancellation shall be entertained, and the Customer shall remain liable to pay for the works performed and the materials supplied up to the point of cancellation.
7. NON-REFUNDABLE CIRCUMSTANCES
Without prejudice to any mandatory right of the Customer under the Consumer Protection Legislation, no refund shall be payable in any of the following circumstances:
where the alleged defect or failure of the Service is attributable, in whole or in part, to the Customer’s misuse, negligence, accidental damage, unauthorised tampering, or use contrary to the technician’s express instructions or the manufacturer’s recommended method of use;
where the alleged defect arises from third-party intervention, repair, or modification carried out by any person other than a technician authorised by the Company, after the original Service was performed;
where the alleged defect or failure is attributable to pre-existing structural, electrical, plumbing, or other latent conditions of the premises, of which the Company was not, and could not reasonably have been, aware at the time of performing the Service;
where the alleged defect or failure is attributable to ordinary wear and tear, the natural ageing of materials, or environmental factors beyond the Company’s reasonable control (including, without limitation, climatic conditions, water quality, electrical supply fluctuations, and pest infestation);
where the alleged defect or failure arises after the expiry of the applicable Warranty Period;
where the Customer has failed to notify the Company of the alleged defect in writing within the timeframe set out in Section 8 of this Policy;
where the Customer has, without reasonable cause, refused to permit the Company to attend the premises and attempt Rectification;
in respect of any Service expressly identified as being supplied on a “no-warranty”, “as-is”, “best-effort”, or “basis-of-quotation” footing, where such terms have been disclosed to the Customer prior to commencement;
in respect of consumables (such as paint, sealant, adhesives, and minor fittings) once applied, used, or installed;
in respect of any annual maintenance contract amount paid in advance, save in proportion to any unutilised period and only where the contract has been terminated by reason of demonstrable and material breach by the Company; and
where the cause of the failure is force majeure, including, without limitation, acts of God, governmental action, civil disturbance, fire, flood, pandemic, or any other event beyond the reasonable control of the Company.
8. NOTIFICATION AND TIME LIMITS
The Customer shall notify the Company in writing of any alleged Defective Workmanship, Material Defect, or breach of Warranty as soon as reasonably practicable after the same comes to the Customer’s attention, and in any event:
within seven (7) calendar days, in respect of any apparent defect that ought reasonably to have been detected upon completion of the Service; and
within the Warranty Period, in respect of any latent defect or failure not reasonably detectable upon completion of the Service.
Failure to notify the Company within the foregoing timeframes shall, save in cases of demonstrable hidden defect, entitle the Company to reject the Refund Claim. The notification shall describe the alleged defect or failure with reasonable particularity and shall be accompanied by photographs, video recordings, or any other supporting evidence available to the Customer.
9. REFUND CLAIM PROCEDURE
Refund Claims shall be processed in accordance with the following procedure:
Step 1 – Submission: the Customer shall submit a written Refund Claim to the Company at the contact details set out in Section 13, citing the original invoice or job-card reference, the date of the Service, the alleged ground of complaint, and the relief sought.
Step 2 – Acknowledgement: the Company shall acknowledge receipt of the Refund Claim within three (3) working days.
Step 3 – Inspection and Investigation: the Company shall, where applicable, schedule an inspection of the work site within a reasonable period and shall conduct such inquiries as it deems necessary, including, where appropriate, obtaining the opinion of a qualified third party. The Customer shall co-operate with the Company in granting reasonable access to the premises and the affected works.
Step 4 – Attempt at Rectification: save in cases falling under paragraphs 4.4 and 4.6, the Company shall, in the first instance, offer to perform Rectification free of charge. Where Rectification cures the defect to the reasonable satisfaction of the Customer, the Refund Claim shall be deemed resolved without payment of a refund.
Step 5 – Determination: where Rectification fails or is declined by the Company, the Company shall issue a written determination of the Refund Claim within thirty (30) calendar days from the date of submission, setting out (i) the outcome of the Refund Claim; (ii) the quantum of refund (if any); and (iii) the reasoning therefor.
Step 6 – Settlement: where the Refund Claim is upheld, the refund shall be processed within fourteen (14) working days from the date of the determination, by way of reversal to the original payment instrument or by bank transfer to a UAE bank account in the name of the Customer, at the Company’s discretion. Refunds shall be made in the same currency in which payment was received.
10. PARTIAL REFUNDS, GOODWILL CREDITS, AND ALTERNATIVE REMEDIES
Where the Company, in its reasonable assessment, determines that a defect or failure is partially established or that an equitable resolution short of a full refund is appropriate, the Company may, in its sole discretion, offer to the Customer one or more of the following remedies in lieu of, or in partial satisfaction of, a refund:
free Rectification or re-performance of the Service;
a partial refund of the Labour Component, calculated proportionately;
a credit note redeemable against future Services;
a discount voucher for use against future Services; or
a complimentary additional service of equivalent value.
Acceptance by the Customer of any such alternative remedy shall constitute full and final settlement of the Refund Claim, save where the alternative remedy itself fails to be performed by the Company.
11. DISPUTE RESOLUTION
The Company is committed to resolving any refund dispute amicably and in good faith. In the event that the Customer remains dissatisfied with the Company’s determination of a Refund Claim, the parties shall, in the first instance, endeavour to resolve the matter through good-faith negotiation.
Should such negotiation fail to produce a resolution within thirty (30) calendar days, the Customer may avail of any one or more of the following avenues:
submit a complaint to the Consumer Protection Department of the Ministry of Economy of the United Arab Emirates, including through the official complaint portal or hotline maintained for that purpose;
submit a complaint to the Department of Economy and Tourism of the Government of Dubai or to the equivalent competent authority in the Emirate where the Service was rendered; or
initiate proceedings before the courts of competent jurisdiction in the Emirate of Dubai.
Recourse to the foregoing avenues shall be without prejudice to any mandatory right of the Customer under the Consumer Protection Legislation.
12. LIMITATION OF LIABILITY
Save in respect of liability that cannot lawfully be limited or excluded under the laws of the United Arab Emirates (including, without limitation, liability for death or personal injury caused by the Company’s gross negligence or wilful misconduct, and any mandatory liability arising under the Consumer Protection Legislation), the aggregate liability of the Company in respect of any one Service, whether arising in contract, tort, statute, or otherwise, shall not exceed the total amount actually paid by the Customer to the Company for that Service.
The Company shall not be liable for any indirect, consequential, incidental, special, or punitive loss or damage, including, without limitation, loss of profit, loss of opportunity, loss of business, loss of goodwill, or loss of data, howsoever arising in connection with the Services or this Policy.
13. CONTACT INFORMATION FOR REFUND CLAIMS
All Refund Claims, queries, and correspondence relating to this Policy shall be addressed to:
Home Planet Technical Services L.L.C.
Attention: The Director
Office 504, Warba Center, Al Muraqqabat, Dubai, United Arab Emirates
E-mail: help@homeplanetgroup.ae
Telephone: +971 54 166 3400
Website: www.homeplanetgroup.ae
14. AMENDMENTS
The Company reserves the right to amend, update, or supplement this Policy from time to time, including in response to changes in applicable law, business practices, or operational considerations. Any amended version shall be posted on the Website and shall take effect as of the “Effective Date” specified at the top of the amended Policy. The version of this Policy that shall apply to any given Service is the version in force on the date of confirmation of the relevant booking.
15. GOVERNING LAW AND JURISDICTION
This Policy, and any dispute or claim arising out of or in connection with it or its subject matter, shall be governed by and construed in accordance with the federal laws of the United Arab Emirates and the laws applicable in the Emirate of Dubai.
Subject to the Customer’s rights of complaint under the Consumer Protection Legislation, the courts of the Emirate of Dubai shall have exclusive jurisdiction to settle any such dispute or claim, save where the laws of the United Arab Emirates confer mandatory jurisdiction upon another forum.
16. SEVERABILITY
If any provision or part-provision of this Policy is or becomes invalid, illegal, or unenforceable under applicable law, it shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remainder of this Policy.
17. LANGUAGE
This Policy is issued in the English language. Where this Policy is translated into Arabic or any other language for the convenience of Customers, and in the event of any conflict or inconsistency between the English and the translated text, the Arabic version shall prevail to the extent that Arabic is mandated by the laws of the United Arab Emirates; otherwise, the English version shall prevail.
18. ENTIRE POLICY
This Policy, together with the Customer’s tax invoice, job card, Warranty certificate (if any), and any service contract or annual maintenance contract entered into between the parties, constitutes the entire understanding between the parties in respect of refunds and supersedes any prior representation, agreement, or understanding, whether oral or written, in respect of the same subject matter.
— End of Refund Policy —