1. Overview
This Refund Policy explains when and how CESPRO refunds Customers for services that are cancelled, rescheduled or not delivered as expected. It applies to one-time bookings, AMC packages and project engagements.
2. One-time service cancellations
- Cancelled at least 24 hours before the slot — full refund within 5 business days.
- Cancelled within 24 hours but more than 2 hours before the slot — 50% refund.
- Cancelled within 2 hours of the slot, or no-show — non-refundable.
- Service unable to be performed due to an issue caused by CESPRO — full refund and a 10% goodwill credit.
3. AMC packages
AMC packages may be cancelled at any time. The refund is calculated as follows:
- Within 14 days of purchase and before the first visit — full refund.
- After visits have begun — prorated refund based on the published per-visit rate card, minus a 5% admin fee.
- If you are moving abroad or selling the property, the contract can be transferred to a new owner free of charge instead of refunded.
4. Project engagements
Project deposits are non-refundable once procurement has commenced (typically 5 business days after the signed quotation). If the Customer cancels before procurement, CESPRO retains a 10% cancellation fee to cover engineering and mobilisation costs.
5. Refund method and timeline
Refunds are issued through the original payment method whenever possible. Card refunds typically appear within 5–10 business days of authorisation. Bank transfer refunds are issued within 7 business days. Cash payments are refunded to the customer in cash at our Dubai office, or by bank transfer on request.
6. Disputes
If you disagree with a refund decision, write to billing@cespro.ae within 30 days of the disputed transaction. Our billing team will review the case and respond within 10 business days. Disputes that cannot be resolved internally follow the dispute clause of our Terms & Conditions.