1. Introduction

1.1. The Refund Policy is an integral part of the User Agreement.

1.2. The Refund Policy meets all the requirements of international law on prevention of criminal activity, money laundering and terrorist financing.

1.3. The Refund Policy aims to achieve the following:

  • Provide high quality services to the customers of Compare Group LLC (hereinafter referred to as the “company”);
  • Minimize the company’s risks, both legal and financial;
  • Carry out the company’s activities under the AML/CFT framework and the “Know Your Customer” Policy.

1.4. This Policy is applicable only to users’ transaction fees and funds. It does not apply to compensation of expenses on buying company services.

1.5. Compare Group LLC does not compensate and does not refund amounts exceeding the original amount. However, the company undertakes to exert maximum efforts towards providing support to users in the event of any dispute related to refund of a purchased company services.

  1. General principles

2.1. Compare Group LLC guarantees each user his right to a refund if the user is not satisfied with the quality of the services provided.

2.2. Before sending a refund request, the user must contact Compare Group LLC using the contact details of Compare Group LLC to resolve payment issues. This Policy does not affect the user’s rights or obligations in relation to a bank or financial institution.

2.3. A user who has paid a transaction fee may request a refund according to the existing procedure.

2.4. Compare Group LLC shall consider any refund requests made by the user, as well as inform the user’s issuing bank about payment cancellation.

2.5. A refund request will be considered only if it was sent by the user in full compliance with the established procedure. If the request made by the user does not meet the established procedure by any criterion, then Compare Group LLC may reject the request without giving any reason.

2.6. A refund request will be approved or denied after consideration by Compare Group LLC. Submitting a refund request is not a guarantee that such request will be approved.

2.7. In order to prevent fraud, all payments and information regarding refund is subject to verification by the staff of Compare Group LLC. Compare Group LLC may require the user to submit a document proving his identity, a scanned copy of his credit/debit card and a check or some other confirmation that the payment was actually made. If the user fail to provide the requested information within 2 (two) business days after receiving such request from Compare Group LLC or if the company employees have any doubts on the authenticity of the documents provided, Compare Group LLC may deny such refund request.

2.8. The company does not charge any additional fee for refund, except in cases where the payment processing involves a third party (banks or other organizations).

  1. Refund Procedure

3.1. Refund requests will be accepted for consideration if the user notifies Compare Group LLC no later than 24 (twenty four) hours after the transaction.

3.2. To submit a refund request, the user must send it via the feedback form on the company’s website www.comparegroup.ae, indicating “Refund Request” as the subject of the message.

3.3. A refund request should be sent from the same email address specified during registration.

3.4. No more than 6 (six) business days after receiving a refund request, Compare Group LLC is obliged to request for additional information from the user, if necessary, and the user is obliged to provide this information within 15 (fifteen) days after receiving the relevant request from the company’s employees.

3.5. As a rule, Compare Group LLC notifies the user by email message about any decision taken with regards to a refund request:

  • at most 6 (six) business days after receiving the last additionally requested document or information;
  • at most 11 (eleven) business days after receiving the refund request if the request for additional information or confirmations was not sent.

3.6. If the company grants a refund request, the refund will be made within 10 (ten) business days after the user has received the relevant notification from Compare Group LLC. Refunds are paid into the same bank account used by the user earlier when doing a payment for company services.

3.7. Compare Group LLC may reject a refund request under the following cases:

  • If the company has suspicions that the user is involved in fraudulent or illegal activities.
  • If the user is not able to provide the information requested by the company.
  • There are no grounds for the refund.

3.8. The company reserves the right to block a user’s account within the period when that user’s refund request is being considered. In such cases, user will not be able to pay for company services during this period.

  1. Other provisions

4.1. The company may refund the user if the user’s activities are classified by an employee of Compare Group LLC as conflicting or contrary to the usual purpose of using the company’s services, which have obvious or hidden unfair or improper intentions, the company may take actions under this Refund Policy without notifying the user. All losses and costs incurred, directly or indirectly, by the company in connection with refunds, shall be reimbursed by the user.

4.2. The company may, at its discretion, block a personal account or refund the user if the origin of such funds or the user’s transactions with the funds go contrary to the AML/CFT Policy.

4.3. After paying for company services using a credit/debit card, the user undertakes to refrain from requesting the relevant bank or credit/debit card issuer to cancel the payment that has already been credited to company account, whether during or after termination of his use of the company’s services. Any such attempt will be considered a violation of the provisions of the User Agreement and could lead to the user being held administratively or criminally liable in accordance with the laws of the respective country.

4.4. If the user decides to cancel his payment on a transaction, the company may block his personal account and then return the funds to his bank account.

4.5. All fees and commissions incurred while processing a refund shall be paid by the user. Such fees will be deducted from the total refundable amount.

4.6. This Refund Policy must be in constant compliance with applicable laws. Therefore, it is subject to change whenever amendments and additions are made to regulatory legal enactments. The provisions of the Return Policy may also be changed at the discretion of Compare Group LLC. In the event of any changes, Compare Group LLC shall post the relevant notification on its official website. Changes enter into force immediately after Compare Group LLC has notified users.

4.7. If the user does not agree with a revised Refund Policy, he is required to stop using the website of Compare Group LLC. If the user continues to use the company’s services after the changes have come into force, such use shall be subject to the new Refund Policy.

01.05.2019