Refund Policy

1. Scope

This policy applies to all payments made through Insha'at for construction, interior design, and material-supply contracts facilitated via the platform, including amounts held in escrow and milestone-based releases.

2. Cancellation Window & Refund Schedule

Phase	Refund
Before work begins (no mobilization)	100% refund, minus any non-recoverable third-party processing fees.
Within 7 days of contract start (mobilization complete, no work executed)	90% refund. The 10% mobilization fee covers site visit, measurement, and initial setup costs.
After 7 days but before 50% project completion	Refund is calculated based on completed work, materials purchased, and milestones accepted. The remaining balance is released to the contractor.
After project completion and final delivery	No refund. Defects are handled under the project warranty as defined in the underlying contract.

3. Partial Refunds

Partial refunds may apply when a project is cancelled, paused, or modified mid-execution. The refund amount is calculated based on the value of work completed, materials retained, and any milestone-based payments already released.

• Materials already delivered to the site and accepted by the client are non-refundable once used or incorporated into the work.
• Labour costs are calculated pro-rata based on hours logged and verified against the approved project schedule.
• Milestone-based payments that have been released to the contractor are considered final and non-refundable once both parties confirm milestone completion.

4. Fees & Currency

All refund amounts are calculated in the currency in which the original payment was received. The following fee structure applies to refunds:

• Insha'at does not charge a platform fee on refunds. The full refundable amount is returned to the client.
• Payment processor fees (Tap, Tabby, Tamara, Stripe) are non-refundable as they are charged by the payment provider, not by Insha'at.
• For cross-currency refunds, the refund is issued in the original payment currency. Any currency conversion loss is borne by the receiving party.

5. Escrow-Released Funds

Funds held in Insha'at escrow that have not yet been released to the contractor are fully refundable in accordance with the cancellation schedule above. Once funds are released to the contractor (manually or upon milestone acceptance), they are no longer eligible for refund through the platform and must be recovered through the dispute resolution process.

6. How to Request a Refund

To request a refund, the client must submit a written cancellation notice via the Insha'at project dashboard within the applicable cancellation window. The request is reviewed by Insha'at support within 3 business days. Supporting evidence (photos, signed milestone sheets, communication logs) may be required. Approved refunds are processed within 7-14 business days, depending on the payment method and issuing bank.

7. Disputes

If the client and contractor disagree on the refund amount, either party may escalate the matter to the Insha'at dispute resolution process. All dispute rulings are final and binding on both parties. Insha'at may, at its sole discretion, hold disputed funds in escrow pending resolution by the Abu Dhabi Commercial Conciliation and Arbitration Center (ADCCAC) or another mutually agreed forum.

8. Contact

For questions about this Refund Policy, to request a refund, or to escalate a dispute, contact our Data Protection Officer at dpo@inshaat.ae. We respond to all refund and dispute enquiries within 3 business days.