Refund Policy

01Overview

Carnies sells finished digital products only — SaaS subscriptions, downloadable code, templates, browser extensions, and mobile applications. This Refund Policy explains the specific circumstances in which we will issue a refund, the steps required to request one, and the limits that apply to refunds for digital goods that have already been delivered.

Because digital products are delivered electronically — typically with an immediate download or instant account access — the scope for refunding a delivered digital product is narrower than for a physical good. We have set out the available refund routes below in plain terms so that nothing is implied that this Policy does not deliver. Nothing in this Policy removes or limits any statutory right you have under UAE Federal Law No. 15 of 2020 on Consumer Protection.

All transactions on this Site are billed in UAE Dirhams (AED). An electronic purchase invoice is issued for every completed order and remains available for download from your account, in line with DET E-Trader requirements.

02One-Time Digital Purchases

For one-time purchases of downloadable assets (code packages, Notion templates, Figma kits, design assets, scripts, and similar):

• Refundable within fourteen (14) days of purchase, provided the digital asset has not been downloaded.
• Refundable within fourteen (14) days of purchase if the asset is materially defective or substantially different from the product page description, regardless of download status.
• Not refundable after the asset has been downloaded, except for material defect or substantial misdescription. This is consistent with the digital-content carve-out recognised across UAE and international consumer law for fully-delivered digital goods.

03SaaS Subscription Products

For subscription-based SaaS platforms:

• You may cancel any active subscription from your account at any time. Cancellation stops future renewals; access remains active to the end of the current billing cycle.
• If you cancel within fourteen (14) days of your most recent renewal AND you have not made substantive use of the service in that billing cycle, we will refund the unused portion of the cycle.
• Annual plans cancelled mid-term qualify for a refund of unused full months only, not partial months.
• Free trials may be cancelled at any time before the trial ends, at which point no charge is taken.

04Browser Extensions and Mobile Applications

Standalone browser extensions and mobile applications sold one-time are refundable for fourteen (14) days from the date of purchase, on the same terms as one-time digital purchases set out above.

Apps distributed through a third-party store (for example, the Chrome Web Store or Google Play) are also subject to the refund policies of that store. Where you purchased through such a store, please raise your refund request with the store first; we will assist with verification if needed.

05Defective or Non-Functional Products

If a product is materially defective, non-functional, or substantially different from its product page description, you are entitled to a full refund — regardless of download status, time of purchase, or amount of use — OR a fixed re-delivery if you prefer. Please describe the defect when contacting us so we can verify and resolve it.

06Promotional and Lifetime-Discount Purchases

Where we are permitted to run limited-period promotions, lifetime discounts, or bundled pricing with separate refund terms, the promotion-specific terms will be clearly disclosed at checkout and will control over the general terms of this Policy for that purchase.

07How to Request a Refund

Email [email protected] with: (a) your order number; (b) the email used at checkout; and (c) a brief description of the reason. We will acknowledge your request within two (2) business days and resolve straightforward requests within five (5) business days, or sooner where required by law. If we need further information, we will say so when we acknowledge.

08Processing Time and Method

All refunds are issued in UAE Dirhams (AED), the base currency of all transactions on this Site. Approved refunds are returned via our payment service provider to the original payment method used at checkout. Refunds typically appear within 5–10 business days, depending on your card issuer. We do not issue refunds by alternative method (for example, store credit) unless you specifically request it.

09Currency and Foreign Exchange

Refunds are issued in the currency of the original transaction. Foreign exchange rate fluctuations between the date of purchase and the date of refund are determined by your card issuer and are not compensated by Carnies.

10Chargebacks

If you have a concern about a purchase, please contact us at [email protected] first. We can usually resolve issues faster than your card issuer's chargeback process.

Chargebacks initiated without first contacting us may, at our discretion, result in temporary suspension of access to the related account pending resolution. Access is reinstated once the chargeback is closed and the underlying matter is resolved.

11Statutory Rights

Nothing in this Policy limits or removes any statutory consumer right you have under UAE Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Resolution No. 66 of 2023 (its Executive Regulations), or under any other mandatory consumer-protection law that applies to you.

12Escalation

If you are not satisfied with our resolution, you may escalate your complaint to the Dubai Consumer Protection Department, a unit of the Department of Economy and Tourism: consumerrights.ae · 600 545555 · [email protected].

13Contact

Refund requests, questions about this Policy, or escalation requests: [email protected]. Carnies Online Seller — Sole Establishment, Dubai, UAE. DET E-Trader Licence No. 1626932 · Dubai Unified License No. FC3978.

An Arabic version of this Policy is available on request from [email protected].