01General Policy
Due to the nature of real estate transactions, standard refund policies applicable to retail goods do not generally apply. The terms of refunds and cancellations are primarily dictated by:
- The specific contracts entered into by the client (Sales and Purchase Agreements, Tenancy Contracts, MOU/Form F, Agency Agreements).
- Dubai Land Department (DLD) regulations.
- RERA Bylaw No. 85 of 2006 governing broker-client relationships.
- UAE Federal Law on Civil Transactions.
This policy outlines our general approach to refunds for various services we provide. Specific refund terms for any individual transaction will be set out in the relevant agreement signed at the time of engagement.
02Reservation & Booking Fees
Off-Plan Properties: Booking fees or down payments made to developers (Emaar, DAMAC, Sobha, Nakheel, etc.) for off-plan properties are typically non-refundable once the Reservation Agreement or SPA (Sales Purchase Agreement) is signed. Refundability is governed by:
- The specific terms of the developer's contract.
- Article 11 of Law No. 13 of 2008 on the Interim Real Estate Register, which provides limited buyer protections in cases of developer default.
- RERA cancellation procedures for delayed projects exceeding agreed handover dates.
Secondary Market: Security deposits held for property purchases are governed by the terms of the Memorandum of Understanding (MOU/Form F). If a buyer defaults without a valid contractual reason:
- The deposit may be forfeited to the seller.
- The buyer may also be liable for the agreed agency commission.
If a seller defaults, the deposit is typically refunded plus an equivalent amount as compensation, subject to MOU terms.
03Agency Fees / Commission
Agency fees (commissions) paid to Asobr Real Estate are deemed earned once the service has been successfully rendered. The earning trigger varies by transaction type:
- Sales: Commission is earned upon transfer of title deed at the Dubai Land Department.
- Rentals: Commission is earned upon signing of the tenancy contract and Ejari registration.
- Off-Plan: Commission is earned upon developer registration of the SPA and receipt of the agency fee from the developer (typical practice in Dubai's off-plan market).
Once earned, agency fees are generally non-refundable unless:
- Otherwise agreed in writing prior to the transaction.
- There has been a documented breach of duty by the agency under UAE law or RERA broker code of conduct.
- The transaction is rescinded due to circumstances within Asobr Real Estate's control.
04Cancellation of Services
If you wish to cancel a listing agreement or other service engagement with Asobr Real Estate, please refer to the termination clause in your specific agreement. Generally:
- Written notice is required for cancellation, typically with 30 days' notice.
- Administrative fees may apply for work already performed (e.g., professional photography, marketing materials, listing fees).
- Marketing expenses incurred on your behalf during the active listing period (such as portal listings, advertisement spend, drone photography) are non-refundable.
- Exclusive listing arrangements may carry early termination penalties as set out in the listing agreement.
05Consultation & Advisory Fees
Asobr Real Estate offers free initial consultations for prospective clients. For paid advisory services (such as detailed investment portfolio analysis or market reports):
- Refunds before service delivery: Full refund available if cancelled at least 48 hours before scheduled consultation.
- Refunds after service delivery: Not generally available, as advisory work is custom-prepared and time-intensive.
- Quality concerns: If you believe the service delivered did not meet professional standards, please contact us within 7 days of delivery to discuss resolution.
06Dispute Resolution
Any disputes regarding refunds, cancellations, or service quality will be handled through the following process:
- Step 1 — Direct Resolution: Contact our team via [email protected] with full details of your concern. We aim to respond within 3 business days.
- Step 2 — Management Review: If unresolved, your concern will be escalated to senior management for formal review within 14 days.
- Step 3 — RERA Mediation: If still unresolved, you may file a formal complaint with the Real Estate Regulatory Agency (RERA) at the Dubai Land Department.
- Step 4 — Legal Recourse: Final recourse is through the Dubai Courts, in accordance with UAE Federal and Dubai Emirate laws.
07Contact Us
For any refund or cancellation requests, or to discuss specific terms of an existing agreement, please contact us: