Refund & Cancellation Policy
GoFrogi cancellation windows, no-show fees, refunds, and voucher rules under UAE consumer-protection law.
This policy explains cancellations, no-show fees, and refunds for bookings and vouchers made through GoFrogi. It forms part of our Terms of Service and is aligned with UAE consumer-protection law (Federal Law No. 15 of 2020 and its Implementing Regulation).
Service bookings - free cancellation: you may cancel a booking free of charge up to 24 hours before the scheduled appointment. No fee is charged and any saved card is not touched.
Service bookings - late cancellation or no-show: if you cancel within 24 hours of the appointment, or you do not show up, the Provider's no-show fee may apply. The fee is a percentage of the service price (excluding tips and VAT) and is shown to you before you confirm the booking. Where you saved a card to secure the booking, this fee may be charged to that card.
Provider cancellations: if a Provider cancels or is unable to deliver the service, you are not charged, and any amount already collected is refunded to your original payment method.
Paying for the service: for most Providers you pay after the service is completed (cash, card machine, or your saved card). Nothing is charged when you book unless a no-show or late-cancellation fee becomes due as described above.
Disputes and refunds: if you believe a no-show fee was charged in error, you can raise a dispute from the booking or the support centre. GoFrogi will review it and refund the fee where appropriate. GoFrogi processes refunds only for amounts it collected; the Provider remains responsible for the underlying service.
Vouchers and deals - validity: pre-paid vouchers are valid for the period stated at the time of purchase (for example, six months) and must be redeemed before they expire. Each voucher is single-use. Once a voucher expires it can no longer be redeemed, and the amount paid is treated as earned by the Provider that issued it.
Vouchers and deals - refunds: you may request a refund of a purchased voucher only within 7 days of purchase, as disclosed to you at checkout. Within that window the voucher may be cancelled and refunded to your original payment method, provided it has not been redeemed. After that window the voucher is non-refundable - including where it remains unredeemed or later expires - because the amount becomes payable to the issuing Provider. Nothing in this paragraph limits your non-waivable statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation: you remain entitled to a refund where required by law, including where the Provider fails to honour a valid voucher or the service is not delivered as described.
This policy may be updated from time to time; the version shown at the time of your booking or purchase applies. For help, contact us through the in-app support centre.
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