Refund Policy

Zetta Facility Management Refund Policy

In accordance with UAE regulations and industry standards.

Free Cancellation Window

Cancel any service agreement within 7 days of signing at no charge, provided services have not yet commenced. This applies to all security, cleaning, maintenance, and integrated facility management contracts processed through Zetta Global Trip & Facility Management LLC.

Refund Method Policy

Refunds will be done only through the Original Mode of Payment.

Security Services

• Within 7 days of signing: FREE
• 30+ days before start: AED 500-1,000 admin fee
• 15-29 days before start: 25% of contract value
• Less than 15 days: 50-100% of contract value

Cleaning & Housekeeping

• Within 7 days of signing: FREE
• 15+ days before start: AED 200 admin fee
• 7-14 days before start: 25% of contract value
• Less than 7 days: 50-100% of contract value

Maintenance Contracts

• Within 7 days of signing: FREE
• 45+ days before start: 10% of contract value
• 30-44 days before start: 25% of contract value
• Less than 30 days: 50-100% of contract value

Contract Types & Refund Eligibility

Refundable Contracts

• Annual service agreements (with notice period)
• Flexible monthly contracts
• Premium integrated FM packages
• Full refund minus service charges for unused periods

Non-Refundable Items

• One-time service charges for completed work
• Emergency service call-outs
• Setup and mobilization fees
• Administrative processing fees

Special Circumstances

Force Majeure

Full refund available for services impacted by events beyond reasonable control such as natural disasters, government orders, or pandemics.

Service Quality Issues

Full or partial refund available with documented evidence of service quality falling below agreed standards. Processing fee: AED 100.

Property Sale or Lease Termination

Refund available for remaining contract period with official documentation of property transfer. Service fee: AED 150.

Refund Processing Information

• Processing Time: 7-14 business days for credit card refunds. 14-21 business days for bank transfers.
• Refund Method: Refunded to original payment method. Cash payments: Bank transfer or cheque.
• Service Charges: AED 100-500 processing fee applies depending on contract type. Waived for Zetta-initiated cancellations.

How to Request a Refund

Process:

1. Contact your account manager or our customer service team
2. Provide your service agreement reference number
3. State reason for cancellation
4. Submit required documentation
5. Receive confirmation and processing timeline
6. Refund processed as per policy

Required Documents:

• Original service agreement
• Valid company/personal ID
• Reason for cancellation (if applicable)
• Property transfer documents (if applicable)
• Bank details for refund processing

Important Notes

• All refund amounts are subject to bank charges and transaction fees
• Multi-property contracts may have separate cancellation policies
• Refunds are processed in the original contract currency (AED)
• Third-party subcontractor charges may have additional restrictions
• Special promotional offers may have different cancellation terms

Need Help with Your Refund?

Zetta Global Trip & Facility Management LLC
Dubai, United Arab Emirates
Email: info@zettafacilities.ae

Policy Disclaimer

This refund policy is subject to the terms and conditions of individual service agreements and may vary based on specific contract conditions. Zetta Global Trip & Facility Management LLC reserves the right to modify this policy with advance notice. For the most current terms, please refer to your service agreement or contact our customer service team.