Effective Date: 31/03/2026
Company Name: XTB Consultancy
Jurisdiction: Dubai, United Arab Emirates
1. Our Commitment
We are committed to providing professional Management Consultancy and Human Resources Consultancy services in accordance with the agreed scope of work, applicable UAE laws and regulations, and the terms agreed with each client.
We believe in transparency, fairness, and maintaining long-term relationships with our clients.
2. Cancellation Before Service Commencement
A client may request cancellation before the agreed services have commenced.
Upon receiving a cancellation request, we will review the request and confirm the applicable refund, taking into consideration whether any work, research, preparation, consultation, or other agreed services have already been undertaken.
Where no services or work have been provided, an eligible refund may be processed in accordance with the agreed terms.
3. Cancellation After Services Have Commenced
If the client requests cancellation after services have commenced, the refund, if applicable, will be assessed based on:
* Services already provided;
* Work completed or delivered;
* Professional time and resources already utilized;
* Any third-party or approved expenses incurred specifically for the engagement; and
* The terms agreed in the client’s proposal, quotation, engagement letter, or service agreement.
Any eligible balance will be refunded to the client through the appropriate payment method.
4. Service-Related Disputes
If a client believes that a service has not been delivered in accordance with the agreed scope, the client should contact us with details of the concern.
We will review the matter fairly and in good faith. Where the issue is attributable to us, we may, where appropriate:
* Correct or re-perform the affected service at no additional charge;
* Provide an appropriate partial refund; or
* Provide a full refund where required under the applicable UAE laws and regulations.
The UAE Executive Regulations on Consumer Protection provide for re-performance where a service has been improperly performed and allow recovery of the full price in circumstances where the provider fails, refuses, or delays in properly performing the service.
5. Refund Processing
Once a refund has been approved, we will initiate the refund through the original payment method, where reasonably possible.
The time required for the refunded amount to appear in the client’s account may depend on the client’s bank, card issuer, payment provider, or other financial institution.
6. Non-Refundable Amounts
Where clearly communicated and agreed with the client in advance, amounts relating to services already completed, customized work, or approved third-party expenses may not be refundable, subject always to applicable UAE laws and the client’s statutory rights.
7. Client Disputes and Complaints
Clients are encouraged to contact us first so that we can review and resolve any concern promptly.
A complaint should include the client’s name, relevant invoice/payment details, description of the concern, and supporting documents where applicable.
We will review complaints objectively and provide an appropriate response within a reasonable period.
8. Compliance With UAE Laws
Nothing in this Refund & Cancellation Policy is intended to limit or exclude any rights or remedies available to a consumer under applicable UAE laws and regulations.
Where any provision of this policy conflicts with a mandatory requirement of applicable UAE law, the applicable law shall prevail.
9. Contact Us
For refund requests, cancellations, or service-related complaints:
Company: XTB Consultancy
Email: info@xtbconsultancy.com
Phone: +971 54 201 0305
Address: 26th floor Amber Gem Tower, 784, Ajman