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; Dubai DET E-Trader (Professional) Licence No. 1633275; Commercial Register No. 2883503), 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 2% of the quoted amount. No cap applies to the Reveal Fee.

The Reveal Fee is a charge for the reveal service provided by QuotesDone. It is 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 the Reveal Fee Is Refundable

We refund the Reveal Fee in one defined circumstance: where a revealed supplier does not respond to your reasonable contact attempt within three (3) working days of the reveal, and you provide proof of your attempt to make contact.

Acceptable proof includes dated copies of emails, messages sent through the Platform, or call logs showing your attempt to reach the supplier using the revealed details. Working days exclude Saturdays, Sundays and UAE public holidays.

If these conditions are met, the Reveal Fee for that supplier is refunded in full. This refund right is in addition to any remedy available to you under Federal Law No. 15 of 2020 on Consumer Protection.

4. When the Reveal Fee Is Not Refundable

The Reveal Fee is not refundable once the revealed supplier has responded to you within the three-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 three-working-day window has passed without you submitting a valid refund request with proof. Nothing in this section limits your non-waivable rights under UAE consumer protection law where they apply.

5. How to Request a Refund

Submit your refund request within ten (10) working days of the reveal by emailing management@quotesdone.com or by using the support function on the Platform.

Include your account details, the relevant quotation or reveal reference, the supplier concerned, the date of the reveal, and proof of your attempt to contact the supplier (such as emails, Platform messages or call logs).

We may ask for further information to verify the request. Providing complete and accurate information helps us assess and process eligible refunds promptly.

6. Processing Time and Method

Once we approve a refund, we aim to process it within seven (7) to fourteen (14) working days. Refunds are issued to the original payment method through our payment processor; the time for funds to appear depends on your bank or card issuer.

Refunds are made in the currency of the original payment. QuotesDone does not deduct an administrative charge from an approved Reveal Fee refund granted under this Policy.

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.