Refund Policy

This Refund Policy explains when charges for Estatz are refundable and when they are not. It applies to all Estatz plans, including Solo and Agency plans, and to every add-on and usage-based charge. It forms part of our Terms of Service and should be read together with it. All prices, charges and refunds are in AED, and all payments are processed by Stripe.

New accounts get a 7-day free trial with full access to the selected plan, except AI Chat, which starts when you subscribe. The trial limits on AI credits, team members and DealVoice minutes are set out in our Terms of Service. No credit card is needed to start a trial, so nothing is charged during it and there is nothing to refund. When the trial ends, your account becomes read-only until you subscribe to a paid plan - you can still sign in, view and export your data - and your data is kept as described in our Terms of Service. We encourage you to use the trial to decide whether Estatz is right for you before you pay.

Subscription fees are billed in advance on a monthly or annual basis and are non-refundable, except for the annual plan window below and the cases in section 7. This includes any unused days or months left in a billing period. Monthly plans can be cancelled at any time and are not charged again.

• Cancelling: you can cancel at any time from your billing settings. Cancelling stops your subscription from renewing. Extra AI credits and extra DealVoice minutes switch off straight away. Your free allowances, seats and storage keep working until your plan ends. You can undo a cancellation with Keep my subscription in your billing settings before the plan ends. If you do, extra AI credits and DealVoice minutes stay off until your next billing period starts.
• Access after cancelling: you keep full access until the end of the period you have already paid for. We do not give partial refunds or credits for the time left. Any extra usage up to the moment you cancel is shown to you before you confirm, and is charged when you confirm the cancellation.
• After your paid period ends: your account becomes read-only. You can still export your workspace data on the Estatz platform via CSV for up to 90 days, as described in our Terms of Service and Privacy Policy.
• Renewals: if you do not want to be charged for the next period, cancel before your renewal date. A renewal charge that has already been made is not refunded, except as set out in section 7.

Annual plans - 14-day refund window: if you cancel within 14 days of your first annual payment, you can ask for a prorated refund.

• The refund is the amount you paid for the annual subscription, including any seats and storage blocks in that payment, minus the time already used.
• It applies once per workspace, to the first annual payment only, including a switch from monthly to yearly. Annual renewals are not covered.
• Credits carried over from a monthly plan, and usage-based charges under section 6, are not refunded. Usage up to the date of cancellation is still billed.
• Once the refund is made, the subscription ends and your account becomes read-only, as after any cancellation.

Plan changes are handled through prorated credits, not cash refunds.

• Monthly to yearly: the change takes effect immediately. The unused part of your current monthly period is credited against your first annual invoice. This credit is not paid out as a refund.
• Yearly to monthly: the change takes effect at your next billing date. You keep your annual plan until it ends, and the remaining annual term is not refunded.

Seat charges follow the same rule: added seats are charged right away, and removed seats are not refunded.

• Adding a seat: a seat is billed when a team member joins, not when they are invited. If a seat you have already paid for this period is free, they use it at no extra charge. If not, a new seat is charged when they join, prorated for the rest of the current billing period. If that payment fails, the charge is added to your next invoice. An invite still open at renewal is charged this way if it is accepted after the renewal.
• Removing a team member or seat: a removed team member loses access immediately, but the seat stays paid until the next billing cycle. On a monthly plan, that is your next monthly billing date. On an annual plan, that is your annual renewal date, so the seat stays billed for the rest of the annual term. Your bill then drops by that seat. There is no refund or credit for the time left.
• Filling a removed seat: if a replacement joins before the next billing cycle, they take the seat you have already paid for at no extra charge. That seat then stays on your plan at renewal.
• Seats in the annual refund window: seats paid for in your first annual payment are included in the 14-day prorated refund in section 3. Seats added after that payment are not refundable.
• Responsibility: the workspace owner is responsible for adding and removing seats. Seats added by mistake should be reported under section 7.

Usage-based charges pay for resources already consumed, so they are non-refundable once used, except for billing errors under section 7. Storage blocks are a fixed add-on paid up front, and are not refunded for the time left.

• AI credit overage: AED 0.15 per credit above the 100 credits a day included per user, capped at 500 credits per user per day. Billed for credits actually used, at the end of each monthly billing period, also on annual plans. Always on for Solo; on Agency plans only when the workspace owner turns it on.
• DealVoice AI Caller usage (Agency plans): AED 1.50 per minute above the allowance, billed per second. Billed for minutes used above the allowance, at the end of each monthly billing period, also on annual plans. Agency plans include 100 minutes a month, reset on your billing date.
• Extra storage blocks: AED 10 per 10 GB block per month, or AED 108 per year on annual plans. Billed up front with your subscription each period, with a prorated charge when added mid-period. Removing a block takes effect at the next billing cycle, with no refund for the time left.

You can turn AI credit overage off at any time on Agency plans to stop further overage charges. A DealVoice call still running when your plan ends is billed separately for its extra minutes.

Besides the annual plan window in section 3, we refund a charge, in full or in part, in these cases:

1. Duplicate charge: you were charged twice for the same period, seat or add-on.
2. Charge after cancellation: you were charged for a renewal after your cancellation had already taken effect.
3. Billing or system error: you were charged the wrong amount because of an error on our side. We refund the difference.
4. Charge you did not authorize: a seat, storage block or other add-on was billed that no one in your workspace added.
5. Service discontinued or account closed without cause: if we stop offering Estatz, or close your account for a reason other than a breach of our Terms of Service, we refund the prepaid fees for the unused part of your billing period.
6. Required by law: any other case where a refund is required under applicable UAE law.

Requests under points 1 to 4 must reach us within 30 days of the charge. Downtime, slow performance or not using the service does not on its own qualify for a refund, as described in the Service Availability section of our Terms of Service.

If we suspend or terminate your account for a material breach of our Terms of Service, no refund is given for any unused part of your billing period. This includes violation of RERA regulations, misuse of the platform, non-payment, and activity that threatens the security or integrity of the service.

If your RERA verification fails or your registration expires, we may restrict RERA-gated features such as portal syndication, listing management and DealHub. Your subscription stays active for all other features, and no refund or credit is given for the restricted features. If a payment fails and is not paid by the end of the grace period, your account becomes read-only until the outstanding balance is paid. If the final invoice after a cancellation is not paid, your workspace stays cancelled, and the unpaid amount must be paid before you can subscribe again. You can still export your data during this time.

Email billing@estatz.app from the email address on your account. On Agency plans, the request must come from the workspace owner. Please include: your workspace name, the invoice number or the date of the charge, the amount charged, and the reason for the request.

We will reply within 10 business days. Approved refunds are made through Stripe to the original payment method, in AED. Depending on your bank, a refund usually takes 5 to 10 business days to appear. Estatz is not responsible for bank fees or exchange-rate differences charged by your bank or card issuer.

If you think a charge is wrong, please contact us at billing@estatz.app before disputing it with your bank or card issuer. Most billing issues can be fixed faster this way. If a chargeback is filed, your account may become read-only while the dispute is open. If the dispute is resolved in our favour, full access is restored once any outstanding balance is paid.

We may update this Refund Policy from time to time. When we make material changes, we will notify you by email at the address on your account at least 14 days before they take effect, and update the date at the top of this page. Changes do not apply to charges made before the effective date.

For refund requests and billing questions, contact us at billing@estatz.app. For questions about our Terms of Service, contact legal@estatz.app.