1. Membership Fees

This Refund Policy outlines the terms and conditions regarding refunds for Citizen Emirates fazaa benefits program memberships, services, and related purchases.

2. Membership Cancellation and Refunds

2.1. Cooling-Off Period: You may cancel your membership and request a full refund within 14 days of purchase if you have not used any benefits or services. This is known as the "cooling-off period."

2.2. After Cooling-Off Period: After the cooling-off period, refunds for membership cancellations will be considered on a case-by-case basis and may be subject to the following conditions:

• Refunds may be prorated based on the remaining membership period
• A cancellation fee may apply
• The value of any benefits used may be deducted from the refund amount

2.3. Annual Memberships: For annual memberships, refunds will be calculated on a prorated basis for the unused portion of the membership, less any applicable fees and the value of benefits used.

2.4. Non-Refundable Circumstances: No refunds will be provided in the following circumstances:

• Memberships canceled after 75% of the membership period has elapsed
• Memberships terminated due to violation of our Terms and Conditions
• Special promotional memberships explicitly marked as "non-refundable"

3. Event and Service Bookings

3.1. Cancellation by Member: For services or events booked through the Citizen Emirates fazaa program:

• Cancellations made 7 or more days before the scheduled date: Full refund
• Cancellations made 3-6 days before the scheduled date: 50% refund
• Cancellations made less than 3 days before the scheduled date: No refund

3.2. Cancellation by Citizen Emirates or Partners: If an event or service is canceled by Citizen Emirates or our partners, you will be offered either:

• A full refund
• Rescheduling to an alternative date
• Credit toward a future purchase

4. Merchandise and Physical Products

4.1. Return Period: Physical merchandise purchased through Citizen Emirates may be returned within 30 days of receipt if in original, unused condition with all packaging and tags intact.

4.2. Damaged or Defective Items: If you receive damaged or defective merchandise, please contact our customer service within 7 days of receipt to arrange for a replacement or refund.

4.3. Return Shipping: The cost of return shipping is the responsibility of the customer unless the return is due to our error or a defective product.

5. Digital Products and Downloads

Due to the nature of digital products, all sales of digital downloads, electronic vouchers, and online content are final and non-refundable unless the product is defective or not as described.

6. Promotional Offers and Discounts

Purchases made using promotional codes, special offers, or discounts may be subject to specific refund restrictions as indicated at the time of purchase.

7. Refund Processing

7.1. Method of Refund: Refunds will be processed using the original payment method whenever possible. If this is not possible, an alternative method will be arranged.

7.2. Processing Time: Refunds typically take 7-14 business days to process after approval, depending on your payment provider's policies.

8. How to Request a Refund

To request a refund, please contact our customer service team:

• By email: [email protected]
• By phone: +971 4 123 4567
• Through our website: Submit a refund request form in your account portal

Please include your membership ID, order number, purchase date, and reason for the refund request.

9. Exceptional Circumstances

In exceptional circumstances (such as serious illness, relocation outside the UAE, or other significant hardships), we may consider refund requests outside the standard policy on a case-by-case basis. Supporting documentation may be required.

10. Changes to Refund Policy

Citizen Emirates reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. The policy applicable to your purchase is the one in effect at the time of your purchase.

11. Contact Information

If you have questions about our Refund Policy, please contact us at:

Email: [email protected]
Phone: +971 4 123 4567
Address: Al Wasl Tower, Sheikh Zayed Road, Dubai, United Arab Emirates

Last Updated: October 1, 2023