Effective Date: 01 January 2026
1. Overview
1.1 This Cancellation & Return Policy (“Policy”) is formulated in accordance with the Federal Law No. 15 of 2020 on Consumer Protection (as amended by Federal Decree Law No. 5 of 2023) and its Implementing Regulations (Cabinet Resolution No. 66 of 2023) .
1.2 This Policy applies to all market research, data analysis reports, marketing operation management and related services (“Services”) provided by Muyun Gulf Marketing Service LLC (“Company”, “we”).
1.3 Nothing in this Policy shall reduce or exclude the statutory rights of consumers under the UAE Consumer Protection Law.
2. Cancellation Policy (Service‑Based Projects)
2.1 Cooling‑off cancellation:
- The Client may cancel within 24 hours after signing the contract / paying the advance payment (provided that the project team has not yet commenced data collection) and receive a full refund.
2.2 Cancellation after service commencement:
- If the data research or marketing operation project has already commenced, the cancellation request will be settled by deducting reasonable costs proportionally based on completed man‑hours and milestones achieved.
- A written breakdown of the cost calculation (including man‑hours already invested, data procurement costs, third‑party service fees, etc.) will be provided to the Client at the time of cancellation.
2.3 Cancellation of physical materials:
- The Client may cancel the order free of charge as long as the materials have not yet entered the printing / custom production process.
3. Return and Exchange Policy
3.1 Digital products (research reports, data analysis plans, etc.):
- Digital products are not accepted for return without reason once delivered.
- If the deliverable contains obvious data errors or fails to meet the technical specifications agreed in the contract, Clause 4 (Correction and Rework) of this Policy shall apply.
3.2 Physical materials (printed reports, marketing materials, etc.):
- If the delivered printed report or marketing materials have printing defects, damage, or do not match the sample, the Client may apply for a free replacement within 14 days after receipt of the goods.
- When applying for exchange, the Client shall provide the order number, a description of the problem, and relevant photographic evidence.
4. Correction and Rework
4.1 If the delivered service results fail to meet the technical specifications agreed in the contract or contain obvious data errors, the Client may submit a written request for revision within 7 business days after receipt of the deliverable.
4.2 We will provide free correction services within 10 business days after receiving the revision request.
4.3 If we are unable to complete the correction within a reasonable period, the Client has the right to choose:
- Full refund (if the Services have not been substantially performed); or
- Proportional refund (if the Services have been partially performed); or
- Re‑performance of the Services.
5. Refund Process
5.1 Refund requests shall be submitted in writing to Muyungulf@gmail.com, accompanied by:
- Contract / order number;
- Explanation of the reason for refund;
- Supporting documents (if applicable).
5.2 We will review and process the refund request within 14 business days after receiving a complete application.
5.3 Approved refunds will be made through the original payment method, and the processing time depends on the bank or payment service provider’s cycle.
6. Consumer Complaints
6.1 If you are dissatisfied with our Services or the implementation of this Policy, you may file a complaint through the following channels:
- Email: Muyungulf@gmail.com
- Phone: +971 050 976 5362
6.2 We will acknowledge receipt of the complaint within 5 business days and provide a substantive response within 15 business days.
6.3 If you are not satisfied with our handling of the complaint, you have the right to file a complaint with the UAE Ministry of Economy or the competent authority.
7. Force Majeure
7.1 We shall not be liable for failure to perform cancellation or refund obligations caused by force majeure events (including but not limited to natural disasters, war, government decrees, epidemics, and other events beyond our reasonable control), provided that we notify the Client within a reasonable time and use best efforts to mitigate the impact.