1. About This Policy

This Refund & Cancellation Policy applies to QuotesDone, an online business-to-business quotation marketplace operated by QuotesDone Technologies (Dubai Sole Establishment; DET Dubai Trader License No. 1633275), Dubai, United Arab Emirates.

QuotesDone is a marketplace and facilitator only. We connect customers with suppliers and provide anonymised quotations. We are not a contractor, supplier or party to the works quoted, and this Policy governs only the fees you pay to QuotesDone, not amounts payable to a supplier under any separate contract you enter into.

This Policy must be read together with our Terms & Conditions. It is governed by the laws of the UAE and applied without prejudice to your non-waivable statutory rights under Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation (Cabinet Resolution No. 66 of 2023).

2. The Reveal Fee

To unlock the identity and contact details of a chosen supplier behind an anonymised quotation, you pay a Reveal Fee equal to 3% of the quoted amount, and nothing more: no card fee or surcharge is added. No cap applies to the Reveal Fee. Both amounts and the total are shown to you before you pay. QuotesDone is not registered for VAT, and no VAT is charged on either.

The Reveal Fee is a charge for the reveal service provided by QuotesDone. They are separate from, and additional to, any price agreed between you and the supplier for the actual goods, services or works.

Because the Reveal Fee unlocks supplier information immediately on payment, it is generally treated as earned once the reveal is delivered, subject to the specific refund right described below and to your statutory rights under UAE law.

3. When a Reveal Is Refunded

We refund everything you paid for a reveal in one defined circumstance: where a revealed supplier does not respond to you within five (5) working days of your payment and does not respond to QuotesDone's CEO's final call. You do not need to prove anything for the clock to start: we track every reveal from the moment you pay. If the supplier has not responded within three (3) working days, we chase the supplier on your behalf and copy you; if there is still no response on the fifth (5th) working day, the case goes to QuotesDone's CEO for a final call; if the supplier does not respond to that call, the refund is issued.

If you have tried to reach the supplier yourself, dated copies of emails, messages sent through the Platform, or call logs help us close the case faster, but they are not a condition of the refund. Working days are Monday to Friday, excluding UAE public holidays.

If these conditions are met, everything you paid to reveal that supplier is refunded: the Reveal Fee. The CEO's decision, whichever way it goes, is recorded against your refund case reference and the decision reference, and both are shown to you in your account and quoted when we confirm the outcome. This refund right is in addition to any remedy available to you under Federal Law No. 15 of 2020 on Consumer Protection.

4. When a Reveal Is Not Refunded

The Reveal Fee is not refundable once the revealed supplier has responded to you within the five-working-day window, as the reveal service has then been fully delivered and the supplier has engaged.

The Reveal Fee is not refundable for a change of mind, for example where you decide not to proceed with a supplier who did respond, where you select a different supplier, or where the supplier's pricing or terms no longer suit you.

The Reveal Fee is not refundable where the supplier responded to you or to QuotesDone within the five-working-day window. Nothing in this section limits your non-waivable rights under UAE consumer protection law where they apply.

5. How to Request a Refund

You do not need to submit a request for a non-response refund: the ladder above runs automatically from the moment you pay. You can still tell us at any time that the supplier is not responding, by emailing management@quotesdone.com or by using the support function on the Platform, and we will chase the supplier immediately.

If you do write to us, your account email and the reveal reference are enough. Proof of your own attempts to reach the supplier (emails, Platform messages or call logs) is optional: it can help us close the case faster, but it is never a condition of the refund (see section 3).

We may ask for further information to identify your reveal. Providing complete and accurate information helps us assess and process eligible refunds promptly.

6. Processing Time and Method

Once QuotesDone's CEO decides a refund, it is issued to the original payment method through our payment processor, Stripe, and we confirm it to you with your refund case reference. Banks and card issuers usually take seven (7) to fourteen (14) working days to show the refund on your statement.

Payments handled by Stripe · PCI DSS. Your card or Apple Pay payment is processed by Stripe, a payment processor certified to the Payment Card Industry Data Security Standard; QuotesDone never sees or stores your full card number.

Refunds are made in the currency of the original payment and for everything you paid for the reveal: the Reveal Fee. QuotesDone deducts nothing from your refund and never passes the payment processor's costs to you. What QuotesDone recovers under the Supplier Agreement (the amount refunded to you, the payment processor's fee on your payment that QuotesDone could not recover, an administrative fee of AED 500, and interest at 12% per annum, or the lower amounts of the version of the Supplier Agreement the supplier had signed) is charged to the supplier whose non-response caused the refund, never to you.

If a refund cannot be returned to the original payment method for reasons outside our control, we will agree an alternative lawful method with you.

7. Supplier Registration-Fee Terms

Suppliers may be charged a registration fee to join and maintain a profile on the Platform. QuotesDone charges suppliers no commission, success fee or transaction fee on jobs they win. These terms apply to suppliers, not to customers.

Any supplier registration fee is charged for access to the marketplace and listing services over the registration period. Where a fee covers a defined period, it is generally non-refundable for the unused portion once access has been granted, except where required by law or expressly agreed in writing.

8. Your Statutory Rights

Nothing in this Policy excludes, restricts or waives any right you may have under Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation (Cabinet Resolution No. 66 of 2023), or under other applicable UAE law.

Where a service is not provided as described, your statutory remedies under UAE consumer protection law continue to apply alongside the contractual refund right in this Policy.

If you believe your consumer rights have not been honoured, you may contact us first and, if unresolved, escalate to the relevant authority as set out in our Complaints & Dispute Resolution Policy.