1. About This Policy

This Complaints & Dispute Resolution Policy applies to QuotesDone, operated by QuotesDone Technologies (Dubai Sole Establishment; DET Dubai Trader License No. 1633275), Dubai, United Arab Emirates.

We are committed to handling complaints fairly, promptly and in line with Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation (Cabinet Resolution No. 66 of 2023).

This Policy explains how to raise a complaint about the QuotesDone Platform or our services, how we respond, and your rights to escalate, including to the relevant UAE authority and the courts of Dubai.

2. How to Raise a Complaint

You can raise a complaint by emailing management@quotesdone.com or by sending a message marked as a complaint through our contact form. Every complaint receives a ticket number, and you can follow its status (acknowledged, in review, final response) at quotesdone.com/complaints/status using the ticket number and your email address.

To help us assist you quickly, please include your name and account details, the relevant quotation, reveal or supplier reference, a clear description of the issue, the outcome you are seeking, and any supporting evidence such as emails, Platform messages, screenshots or receipts.

We treat all complaints confidentially and handle personal data in accordance with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and our Privacy Policy.

3. Acknowledgement and Resolution Timelines

We aim to acknowledge your complaint within two (2) working days of receipt and to provide a substantive response or resolution within ten (10) working days.

Where a complaint is complex or requires information from a third party, we will tell you and provide a revised timeframe, keeping you updated on progress.

Working days exclude Saturdays, Sundays and UAE public holidays. We maintain records of complaints and their outcomes to help us improve our service.

4. Our Role in Customer-Supplier Disputes

QuotesDone is a marketplace and facilitator only. We are not a contractor, supplier or party to any contract for goods, services or works formed between a customer and a supplier through the Platform.

Where a dispute concerns the supplier's quote, pricing, quality, licensing, conduct or completion of works, that is a matter between you and the supplier. Our role is limited to reasonable facilitation, such as sharing relevant Platform records or helping reconnect the parties.

Complaints that relate to the QuotesDone Platform itself, such as the Reveal Fee, the reveal service or account matters, are handled directly by us under this Policy.

5. Escalation Path

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by QuotesDone's CEO by replying to our response or emailing management@quotesdone.com and marking your message for escalation.

We will conduct a further review and aim to provide a final written response, setting out our position and the reasons for it, together with the external escalation routes in section 6.

If the matter remains unresolved after this internal escalation, you may pursue the external options described below.

6. Escalating to UAE Authorities

Because QuotesDone is licensed in Dubai, you may refer an unresolved consumer complaint to the Department of Economy and Tourism (DET) in Dubai through its Consumer Protection / Consumer Rights channels (including the Dubai Consumer App and website).

You may also contact the UAE Ministry of Economy consumer protection service, including its consumer hotline (800 1222), which receives and coordinates consumer complaints with the competent authorities.

These authorities handle complaints under Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation (Cabinet Resolution No. 66 of 2023). Referring a matter to them does not affect your other legal rights.

7. Governing Law and Courts

This Policy and any dispute arising from your use of QuotesDone are governed by the laws of the United Arab Emirates, including the Federal Decree-Law No. 50 of 2022 on Commercial Transactions and the Civil Transactions Law (Federal Decree-Law No. 25 of 2025) where applicable.

Subject to any mandatory consumer protection provisions and to the authority referral options above, the courts of Dubai have jurisdiction over disputes between you and QuotesDone.

Nothing in this Policy prevents you from exercising any non-waivable statutory right or from seeking the remedies available to you under applicable UAE law.