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Refund Policy

Last updated: 2 July 2026

When something doesn't go to plan, we want the financial side to be straightforward. This Refund Policy sets out the standard timelines, fees and conditions for cancellations and refunds across all CESPRO services.

This document is still being finalised and is not yet in force. What you see here is the current working version, shared for transparency ahead of our launch — the final version will apply from launch.

1. Overview

This Refund Policy explains when and how CESPRO refunds Customers for services that are cancelled, rescheduled or not delivered as expected. It applies to one-time bookings, AMC packages and project engagements.

2. One-time service cancellations

  • Cancelled before our team arrives on site — no charge; any amount already paid for that visit is refunded in full.
  • Cancelled after the team has arrived, or a no-show (including no safe access to the property) — a call-out charge may apply, shown on your invoice; any prepaid amount is refunded net of that charge.
  • Service unable to be performed due to an issue caused by CESPRO — full refund of the affected visit.

3. AMC packages

An AMC is an annual contract billed for its full term. Cancelling an AMC mid-term does not entitle you to a refund of the remaining contract period — the contract fee is non-refundable, as set out in your AMC contract.

  • Duplicate charges, billing errors, or an AMC we are unable to service are refunded in full.
  • Genuine service-failure cases are reviewed individually — email support@cespro.ae with your contract reference.
  • Nothing in this policy limits any right you cannot waive under UAE consumer-protection law.

4. Project engagements

Deposit, cancellation and refund terms for project engagements are set out in the signed quotation for that project — the quotation is the governing document. As a rule, deposits become non-refundable once procurement for the project has commenced.

5. Refund method and timeline

Refunds are issued through the original payment method whenever possible. Card refunds typically appear within 5–10 business days of authorisation. Bank-transfer refunds are issued within 7 business days. Cash payments are refunded in cash at our Abu Dhabi office, or by bank transfer on request.

6. Disputes

If you disagree with a refund decision, write to support@cespro.ae within 30 days of the disputed transaction. Our billing team will review the case and respond within 10 business days. Disputes that cannot be resolved internally follow the dispute clause of our Terms & Conditions.

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