Refund and Cancellation Policy

HomeHub, a trade name of HomeHub Portal, licensed by the Department of Economy and Tourism in Dubai under trade licence number 1629357, with its registered address at P.O. Box 70834, Dubai, United Arab Emirates ("HomeHub", "we", "us").

Effective date: 30 August 2026

1Purpose and scope

1.1This Refund and Cancellation Policy (the "Policy") explains how subscription cancellation works, what happens to the remainder of a paid term, when a redo of a Kit is available, when a refund is and is not given, how refunds are paid, how chargebacks are handled, and how price changes are applied.

1.2This Policy is incorporated by reference into, and forms part of, the HomeHub Terms of Service (the "Terms") and of the Agreement as defined in the Terms. Capitalised terms not defined in this Policy have the meanings given to them in the Terms.

1.3Order of precedence. Consistent with the order of precedence in the Terms, if there is any conflict the following order applies: (a) a signed Order Form, if any; (b) the Data Processing Addendum, in respect of personal data; (c) this Policy, in respect of Redos and other remedies for a defective Kit, refunds, credits, cancellation, automatic renewal and price changes; and (d) the Terms. Where the Terms confer a refund, credit or remedy right that is broader than the corresponding right in this Policy, the broader right in the Terms applies and is not cut down by this Policy.

1.4This Policy applies to Customers in all seven emirates of the United Arab Emirates.

1.5Nothing in this Policy excludes, limits or restricts any right the Customer has under UAE law that cannot lawfully be excluded, limited or restricted, including, where it applies, any right under Federal Law No. 15 of 2020 on Consumer Protection, as amended, and its Executive Regulations.

2Definitions

2.1"Annual Plan" means a Plan billed once in advance for a twelve month term, including the Starter, Pro and Team plans as described in the Terms. Plan prices are stated in AED in the Terms and on the HomeHub pricing page, and may change only in accordance with clause 10.

2.2"Monthly Plan" means a subscription billed monthly for successive one month terms, including a Brokerage Licence billed monthly.

2.3"Billing Period" means, for an Annual Plan, the twelve month period paid for, and, for a Monthly Plan, the one month period paid for.

2.4"Renewal Date" means the first day of the next Billing Period.

2.5"Kit" means the bilingual listing marketing kit described in the Terms, produced for one property listing.

2.6"Free First Kit" means the single Kit offered free of charge to a new Customer on a real listing, with no card details taken.

2.7"Redo" means a corrected or revised version of a delivered Kit produced under clause 4.

2.8"HomeHub Error" has the meaning given in clause 4.4.

2.9"Credit" means an amount recorded on the Customer's account for use against future fees under clause 9.6.

2.10"Business Day" has the meaning given in the Terms.

2.11"Customer" means the person or entity holding the HomeHub account, as identified in the Terms.

3The Free First Kit

3.1The Free First Kit is available once per Customer entity, and once per group of related entities and individuals as determined reasonably by HomeHub, for one real listing that the Customer is lawfully authorised to market. No card details are taken and no payment obligation arises.

3.2The Free First Kit does not convert automatically into a paid plan. A paid subscription begins only when the Customer expressly subscribes to a plan and provides payment details. HomeHub will never charge a Customer who has used only the Free First Kit.

3.3Because no fee is paid for the Free First Kit, no refund can arise in respect of it. The Redo policy in clause 4 applies to the Free First Kit to the extent of one Redo.

3.4The Free First Kit is provided under the same Terms as a paid Kit, including the Customer's warranties about the listing and its photographs and the Customer's obligation to review and approve every asset before publication. The Free First Kit is provided without charge and HomeHub's liability in respect of it is limited as stated in the Terms, always subject to clause 1.5.

4Redos: the first remedy when a Kit is not right

4.1A Redo is the primary remedy for any problem with a delivered Kit, and it is deliberately generous. HomeHub would rather redo a Kit than argue about it.

4.2First Redo, any reason. For every Kit, the Customer may request one Redo for any reason at all, including preference alone, at no charge, provided the request is made within fourteen days of delivery of the Kit.

4.3Unlimited Redos for HomeHub Errors. In addition to clause 4.2, HomeHub will redo a Kit at no charge, as many times as is reasonably needed, to correct a HomeHub Error notified within fourteen days of delivery of the affected version. The fourteen day periods in clauses 4.2 and 4.3 apply in place of any shorter notification period stated in the Terms for a defective Kit. Nothing in this clause 4 shortens any period allowed by UAE law for bringing a claim, and no period in this Policy operates as a contractual limitation period.

4.4A "HomeHub Error" means any of the following in a delivered Kit: (a) a property fact that deviates from the information the Customer submitted; (b) a spelling, grammar or formatting defect in the English or the Arabic text; (c) Arabic text falling below a professional native standard; (d) omission, misplacement or mistranscription of a particular the Customer supplied for inclusion, including the advertising permit number, QR code, broker registration number (BRN), brokerage registration number (ORN), brokerage name or registered telephone number; (e) the inclusion in any asset of an advertising permit number, QR code, BRN, ORN, brokerage name, telephone number or other regulatory particular that the Customer did not supply; (f) a missing deliverable from the Kit as defined in the Terms; or (g) a layout or file defect that prevents normal use of an asset.

4.5The following are treated as a new Submission rather than a Redo, and are counted in the ordinary way against any Kit allowance the Customer's Plan carries or, on a Plan described as including unlimited Kits, against the fair use provisions of the Terms: (a) new or changed property facts, prices or availability; (b) new, additional or substituted photographs; and (c) a different listing. A request to add content that the Terms or the Acceptable Use Policy prohibit is neither a Redo nor a Submission: HomeHub will decline it, and declining it does not consume any Kit allowance and does not give rise to a charge.

4.6Redos are prioritised. HomeHub targets delivery of a Redo in less than a day from receipt of a clear description of what needs to change, and in any event within the period for re production stated in the Terms. The turnaround targets in the Terms, and the dependencies and pauses stated there, apply to Redos in the same way as to Kits.

4.7The remedy ladder. If HomeHub is unable to correct a HomeHub Error after two Redos of the affected Kit, or if HomeHub declines or fails to provide a Redo the Customer is entitled to under this clause 4, then, at the Customer's choice: (a) HomeHub will apply a Credit equal to the fee fairly attributable to the affected Kit; or (b) HomeHub will refund the fee fairly attributable to the affected Kit, paid in accordance with clause 9.

4.8The fee fairly attributable to a Kit is calculated by dividing the fee paid for the current Billing Period by the number of Kits included in the Customer's Plan for that Billing Period or, where the Plan carries no fixed Kit allowance, by the number of Kits actually delivered in that Billing Period, treating the affected Kit as delivered.

4.9Source material and late Redos. HomeHub deletes submitted photographs and listing text after the retention period stated in the HomeHub Privacy Policy and the Data Processing Addendum. A Redo requested after that period has expired may require the Customer to resubmit the source material. Resubmission for this purpose is not a new Submission, is free of charge, and does not consume any Kit allowance. If HomeHub is unable to produce a Redo the Customer is entitled to because the source material has been deleted, the remedy ladder in clause 4.7 applies.

5Automatic renewal and reminders

5.1Subscriptions renew automatically at the end of each Billing Period for a further Billing Period of the same length, at the then current price notified under clause 10, unless the Customer cancels under clause 6 before the Renewal Date.

5.2For every Annual Plan, HomeHub will send a renewal reminder by email to the account email address at least thirty days before the Renewal Date, stating the Renewal Date and the renewal price in AED.

5.3Monthly Plans renew each month without a per-renewal reminder. The renewal mechanics are disclosed at signup and in the Terms, and the Customer can see the next charge date in the account dashboard at any time.

6Cancellation

6.1Cancel anytime, self serve. The Customer may cancel any plan at any time through the account dashboard. No telephone call, retention conversation or notice letter is required. HomeHub will confirm every cancellation by email; if the Customer does not receive a confirmation, the cancellation should be treated as not yet recorded and the Customer should contact HomeHub.

6.2What cancellation means. Cancellation stops the subscription from renewing. It takes effect at the end of the current paid Billing Period. Until then the Customer keeps full access to the service and may continue to submit listings, within any Kit allowance the Plan carries or, on a Plan described as including unlimited Kits, within the fair use provisions of the Terms.

6.3Monthly Plans. On cancellation of a Monthly Plan, no further monthly charge is made. The fee for the month already paid is not refunded, subject to clause 7.

6.4Annual Plans. On cancellation of an Annual Plan, no renewal charge is made. The unused remainder of the prepaid annual term is not refunded pro rata, subject to clause 7, and in particular to the renewal window in clause 6.5. The Customer keeps access for the full prepaid year.

6.5Fourteen day renewal window. If an Annual Plan renews and the Customer asks to cancel within fourteen days of the renewal charge, HomeHub will cancel the renewal and refund the renewal charge. Where no Kit has been submitted in the new Billing Period, the refund is of the renewal charge in full. Where one or more Kits have been delivered in the new Billing Period, the refund is of the renewal charge less the fee fairly attributable to those Kits, calculated under clause 4.8. This window exists so that a Customer who missed the renewal reminder is never held to a year they did not want.

6.6Team plan seats. Seats on a Team plan may be reduced with effect from the next Renewal Date. Seats are not refunded pro rata during a paid Billing Period, subject to clause 7.

6.7Downgrades. A Customer may move to a lower priced Plan with effect from the next Renewal Date. A downgrade does not take effect during a paid Billing Period and does not give rise to a pro rata refund, subject to clause 7.

6.8Brokerage Licence. Cancellation of a Brokerage Licence follows the notice terms of its Order Form. Where the Order Form is silent, a Brokerage Licence billed monthly is treated as a Monthly Plan under this Policy.

6.9What cancellation does not affect. Cancellation, and any refund or Credit given under this Policy, do not affect the Customer's ownership of Kits already delivered, which continues in accordance with the intellectual property clause of the Terms. After cancellation takes effect, HomeHub will make delivered Kits available for export, and will then retain and delete Customer material, for the periods stated in the Terms, the Privacy Policy and the Data Processing Addendum.

7When a refund is given

7.1HomeHub will refund:

(a)the fee fairly attributable to an affected Kit, where the remedy ladder in clause 4.7 ends in a refund;

(b)any amount charged in error, including a duplicate charge, a charge in the wrong amount, or a charge made after a cancellation had taken effect;

(c)an Annual Plan renewal charge, on the basis set out in the fourteen day renewal window in clause 6.5;

(d)an Annual Plan renewal charge, on request within thirty days of the charge, if HomeHub failed to send the renewal reminder required by clause 5.2, in full where no Kit has been delivered in the new Billing Period and otherwise less the fee fairly attributable to Kits delivered in it;

(e)the difference, where a price increase was applied to a renewal without the notice required by clause 10, together with the option to cancel under clause 10.4;

(f)a pro rata refund of the prepaid unused portion of the current Billing Period if HomeHub permanently discontinues the service, or if performance becomes impossible or is suspended for more than thirty consecutive days for reasons within the force majeure clause of the Terms;

(g)the unused remainder of the prepaid Billing Period, where the Customer terminates the Agreement for HomeHub's uncured material breach under the termination clause of the Terms;

(h)any prepaid fees for services not yet delivered, where the Customer terminates the affected part of the service following an unresolved objection to a new sub-processor under the Data Processing Addendum;

(i)any prepaid fees for services HomeHub will not deliver, where the Agreement is cancelled in whole or in part under the force majeure clause of the Terms; and

(j)any amount that UAE law requires to be refunded.

7.2Where HomeHub declines in full, before production, a Kit for which a fee was separately charged, under the compliance refusal clause of the Terms, HomeHub will apply a Credit for that fee, or refund it at the Customer's request.

7.3Refunds under this Policy are calculated on the amount actually paid for the item refunded, including any VAT charged on that amount, and are paid in AED.

7.4A refund or Credit does not divest the Customer of ownership of any Kit already delivered.

8When a refund is not given

8.1Subject always to clauses 1.5 and 7, HomeHub does not refund:

(a)the remainder of a Billing Period on a change of mind, beyond the specific rights in clauses 6.5 and 7;

(b)fees on the ground that a published listing did not produce enquiries, viewings, offers or a transaction, since HomeHub produces marketing materials and gives no assurance of commercial results;

(c)fees for a Kit whose defect results from the Customer's own inputs, including inaccurate property facts, unusable or unlawful photographs, or an incorrect permit number, BRN, ORN or telephone number supplied by the Customer, although HomeHub will still redo such a Kit as a new submission under clause 4.5;

(d)fees because a portal, regulator or platform rejected or removed an advertisement due to the Customer's permit status, the Customer's regulatory position, or content the Customer added or changed after delivery;

(e)fees for the part of a Billing Period during which the service remained available to the Customer, where the account was suspended or terminated for the Customer's material breach of the Terms. Where such a termination takes effect before the end of a prepaid Billing Period, HomeHub will refund the unused remainder of that Billing Period less any amount HomeHub is entitled to retain or set off in respect of loss it can prove, and will give the Customer a written calculation;

(f)unused Kit allowance remaining at the end of a Billing Period, where the Customer's Plan carries a fixed Kit allowance, which does not roll over unless the Plan expressly says otherwise; and

(g)further preference-based revisions after the single any-reason Redo in clause 4.2 has been used, which are treated as new submissions.

8.2Clause 8.1 does not affect the Redo rights in clause 4, does not affect any refund right in clause 7, and does not exclude any liability that cannot be excluded under UAE law.

8.3The positions in clause 8.1 are agreed in the light of the rights this Policy gives the Customer, in particular the any reason Redo and the unlimited Redos for HomeHub Errors in clause 4, the remedy ladder in clause 4.7, the renewal reminder in clause 5.2, self serve cancellation in clause 6.1, the fourteen day renewal window in clause 6.5, the missed reminder refund in clause 7.1(d) and the price change protections in clause 10. If a court exercising a statutory power varies or disapplies any part of clause 8.1, the remainder of this Policy continues in force.

9How refunds are paid and how long they take

9.1Refund requests are made through the account dashboard or the support contact address published on the HomeHub website. The request should identify the charge and the ground relied on. HomeHub may ask for information reasonably needed to verify the request.

9.2HomeHub will decide a refund request, and tell the Customer the outcome with reasons, within five Business Days of receiving the request and any information reasonably requested.

9.3An approved refund is paid within fourteen days of approval, to the original payment method, in AED. Where the original payment method is unavailable, HomeHub will agree an alternative lawful method with the Customer.

9.4After HomeHub releases a refund, the card scheme and the issuing bank control the time it takes to appear on the Customer's statement, typically five to ten Business Days more. Where the Customer's card is denominated in a currency other than AED, the conversion rate and any conversion fee are set by the card issuer.

9.5Where VAT was charged on a refunded amount, HomeHub will issue a valid tax credit note in accordance with Federal Decree-Law No. 8 of 2017 on Value Added Tax and its Executive Regulations.

9.6A Credit is recorded on the Customer's account and applied automatically against the next fees due. Credits carry no cash value and are not transferable, except that a Credit arising under the remedy ladder in clause 4.7 may be converted to a refund at the Customer's request. Credits remain available for as long as the account remains open.

10Price changes

10.1The price of a Billing Period that has already been paid will never be changed.

10.2A price change takes effect only from the Customer's next Renewal Date, and only if HomeHub has given the Customer written notice of the new price at least thirty days before that Renewal Date, stating the new price in AED and the date from which it applies.

10.3A Customer who does not accept a notified price change may cancel under clause 6 at any time before the Renewal Date, and will then not be charged the new price or any renewal.

10.4If a renewal is charged at an increased price without the notice required by clause 10.2, the Customer may choose either a refund of the difference for that Billing Period or cancellation of the renewal with a full refund of the renewal charge, provided the request is made within thirty days of the charge.

10.5Introductory, promotional or negotiated pricing applies for the period stated when it was offered. The standard price that applies afterwards will be stated in the offer and in the renewal reminder.

11Chargebacks

11.1HomeHub asks Customers to contact it before raising a chargeback with their bank. Most billing issues are resolved within five Business Days under clause 9, which is usually faster than the card dispute process.

11.2Where a chargeback is raised on a charge that was made in accordance with the Terms and this Policy, HomeHub may contest it and may provide the card schemes, the acquiring bank and the payment service provider with evidence relevant to the dispute, including the record of the Customer's electronic acceptance of the Terms, order and invoice records, delivery records and service usage logs. HomeHub processes and discloses that evidence only so far as is necessary for the establishment, exercise or defence of a legal claim, and in accordance with the HomeHub Privacy Policy and the Data Processing Addendum. HomeHub does not disclose the content of a Listing, submitted photographs or personal data contained in them for this purpose.

11.3While a chargeback is open on an account, the amount charged back is treated as unpaid, and HomeHub may suspend the production and delivery of new Kits on that account under the suspension clause of the Terms. Any such suspension is limited to what is proportionate to the disputed amount, and does not affect the Customer's access to Kits already delivered. If the dispute resolves in the Customer's favour, or the disputed amount is repaid, service resumes promptly and any refund due under this Policy is paid.

11.4If the Customer believes a charge results from fraud or unauthorised use of their card, they should contact their card issuer immediately and notify HomeHub. HomeHub will cooperate with the issuer's investigation.

11.5Raising repeated chargebacks on charges that were validly made, without first using the refund process in this Policy, may be treated as a material breach of the Terms and dealt with under the suspension and termination clauses of the Terms, including any cure period they provide. This clause does not restrict the Customer's legal right to dispute a charge with its bank or card issuer, or to complain to a competent authority.

12Complaints and contact

12.1Billing questions, cancellation problems, Redo requests and refund requests should be raised through the account dashboard or the support contact address published on the HomeHub website. HomeHub aims to acknowledge within one Business Day.

12.2Nothing in this Policy prevents the Customer from raising a complaint with a competent UAE authority, including, where it applies, the consumer protection channels of the Ministry of Economy and Tourism or the Department of Economy and Tourism in Dubai, or from exercising any right under the dispute resolution clause of the Terms.

13General

13.1This Policy is governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai. The onshore courts of Dubai have exclusive jurisdiction over any dispute arising out of or in connection with it, as set out in the Terms. For the avoidance of doubt, this is the Dubai Courts and does not include the Courts of the Dubai International Financial Centre. The escalation step in the Terms applies before proceedings are started, and neither that step nor this clause prevents either party from seeking urgent relief or a Customer from complaining to a competent UAE authority.

13.2This Policy is issued in English. An Arabic translation may be provided for convenience. If this Policy is submitted to a UAE court it must be accompanied by a translation prepared by a legal translator approved by the UAE Ministry of Justice.

13.3HomeHub may update this Policy in accordance with the variation clause of the Terms. An update will not reduce the rights of a Customer in respect of a Billing Period that has already been paid. Each version of this Policy is dated and archived, and the version in force at the time of a charge governs that charge.

13.4If any part of this Policy is held invalid or is varied by a court, the remainder continues in force.