Refund & Return Policy

Part A — Refunds for Tenant subscriptions

A.1 Monthly subscription fee

The standard Grouper subscription is billed monthly. A Tenant may cancel at any time through the Admin Dashboard or by written notice to billing@grouper.space. On cancellation, the subscription remains active until the end of the then-current billing cycle. Subscription fees already paid for the current or past cycles are non-refundable, save where required by mandatory law (see “A.4 Statutory rights” below).

A.2 Setup fee

Where a setup fee has been charged, it is non-refundable once setup work has commenced. “Setup work” commences at the earliest of (i) the scheduling of an onboarding session with Mike, (ii) any configuration work on the Tenant's Booking Page in our infrastructure, or (iii) seven (7) calendar days after invoice, whichever comes first. Where setup work has not yet commenced, the setup fee will be refunded on written request to billing@grouper.space.

A.3 First-month and promotional waivers

Where the marketing website offers a free first month or a setup-fee waiver, that promotion applies automatically at sign-up. A Tenant who cancels during the promotional period will not be charged for that period.

A.4 Statutory rights

Where mandatory UAE law grants a Tenant a right to refund or compensation (including, for example, where the Platform has materially failed to provide the service over a sustained period), those rights are not limited by this Policy. Tenants are encouraged to raise issues at billing@grouper.space in the first instance so that we can investigate and, where appropriate, propose a good-faith remedy.

Part B — Refunds for Customer booking deposits

B.1 Who you are contracting with

When you book a service through a Booking Page hosted on the Platform, your service contract is with the Tenant whose Booking Page you used. The Tenant sets and publishes its own refund and cancellation terms on the Booking Page and on the booking confirmation, and the Tenant is solely responsible for deciding whether a particular refund request is granted. Grouperprocesses the deposit on the Tenant's behalf and facilitates the refund mechanism described below, but is not the seller of the service and is not the merchant of record for the deposit.

B.2 Default cancellation windows

Unless the Tenant has published an alternative policy on the Booking Page, the following default cancellation windows apply to deposits taken through the Platform:

• More than 24 hours before the appointment start time — full refund of the deposit, processed to the original payment method.
• Between 6 and 24 hours before the appointment start time— 50% refund of the deposit, at the Tenant's discretion.
• Less than 6 hours before the appointment start time — no refund (the deposit is retained by the Tenant as a service fee for the reserved slot).
• No-show — no refund.

If the Tenant's published policy is more generous than these defaults, the Tenant's policy applies. If the Tenant's published policy is less generous, the Tenant's policy applies only to the extent it is consistent with UAE Federal Law No. 15 of 2020 and its Executive Regulation.

B.3 How to request a refund

Contact the Tenant directly using the phone, WhatsApp, or email shown on the Booking Page or in your booking confirmation. The Tenant has up to seven (7) calendar days to acknowledge the request. If you cannot reach the Tenant, or if your request has been refused in circumstances that you believe are contrary to the Tenant's published policy or to UAE consumer law, you may escalate to Grouper at hello@grouper.space with:

• your booking reference (visible on the confirmation page and email);
• the date, time, and service of the booking;
• the amount paid; and
• a short description of the issue and what you would like to happen.

We will acknowledge your message within two (2) business days and, where the request relates to a deposit we hold the technical means to refund, we may process the refund directly under our agreement with the Tenant, without prejudice to any contractual position between you and the Tenant.

B.4 Service that was not delivered or was materially defective

Where the Tenant did not deliver the booked service or delivered it in a way that is materially defective, you are entitled to seek a refund or other remedy from the Tenant in accordance with UAE Federal Law No. 15 of 2020 and its Executive Regulation. Examples include the Tenant cancelling the appointment without offering a reasonable alternative, the Tenant not opening at the published time, or the service being substantially different from what the Booking Page described.

B.5 Right of withdrawal for distance-contracted services

The UAE Consumer Protection framework recognises a limited right of withdrawal for certain distance-contracted goods and services. That right typically does not apply once a service has been fully performed with your prior consent, or where the service relates to a specifically scheduled appointment that you cancel within the cancellation windows described above. Where the right does apply, you may exercise it by contacting the Tenant in writing within the applicable statutory period.

B.6 How refunds are paid

• Refunds are processed to the original payment method used at the time of booking (typically a card or wallet such as Apple Pay or Google Pay).
• Processing time is 5 to 10 business days from approval of the refund, depending on the issuing bank and card network. Grouper and the Tenant have no control over the precise timing once the refund has been initiated with the payment processor.
• Refunds are issued in the original currency of the transaction. We do not compensate for foreign-exchange differences arising between the date of payment and the date of refund.

B.7 Chargebacks

Initiating a chargeback through your bank without first contacting the Tenant or Grouper is not an effective way to resolve a dispute and may delay the outcome. Where a chargeback is initiated, Grouper will cooperate with the Tenant and the payment processor to provide accurate transaction records. Fraudulent chargebacks may be reported to the issuing bank and to the competent authorities.

Part C — Common provisions

C.1 Disputes and consumer-protection authorities

We will always try to resolve disputes informally and in good faith. Where a dispute cannot be resolved, the parties may seek redress through the competent UAE courts. Customers in the UAE may also lodge a complaint with the Consumer Protection Department of the UAE Ministry of Economy and Tourism, or with the consumer-protection unit of the relevant emirate's Department of Economy and Tourism.

C.2 Changes to this Policy

We may amend this Policy from time to time. The version and effective date at the top of this page identify the current version. Material changes affecting Tenants will be notified by email or in-platform notice at least 14 days before they take effect.

C.3 Contact

Billing and subscription refunds: billing@grouper.space.
Booking-deposit refunds and escalations: hello@grouper.space.
WhatsApp: +971 55 285 8756.