Home Page FAQ


# Question Answer
1 What is foreign capital?

 Foreign Capital can be measured or compared to the local currency or in any other currency, whether the cash is invested by a foreign investor or transferred to the country from abroad or the profits and incomes come from new investment projects, securities and trade, or fixed assets and moral rights.
2 What are the projects to which the provisions of the Legislative Decree is applied and what is not applicable to them?

The Legislative Decree applies to all foreign direct investment (FDI) projects that are established or have been licensed in the country. It does not apply to projects established in the financial and non-financial free zones in the country where they have their own laws.
3 Is it necessary to have a national partner in the license? Is it possible for UAE nationals to participate in the project to be licensed?
.
It is not necessary to have a national partner in most fields of investment, except sectors and activities specified in the negative list. The UAE nationals can participate in the company to be licensed according to the percentage of ownership included in the relevant national legislations. The foreign direct investment law is directed to the foreign investor in which it states that there is no need to have a national partner if establishing a foreign direct investment company. A foreign investor has the right to establish foreign investment projects in all sectors and activities, except those that are in the negative list or some activities determined by the UAE Cabinet where a national ownership percentage is required in the project
4 What is the legal form of the FDI project?
Limited liability company.
One person limited liability company.
Joint stock company.
5 What is the period of issuing a license?

Within 5 working days from the date of submitting the application or meeting all the necessary requirements for the license.
6 When is the license canceled?

A license issued to a foreign investment project may only be canceled in two cases: The company does not respond correctly to a violation after it has been notified in writing . If the same violation is repeated.
7 When are the administrative penalties applied to a foreign investment company?

If the company disrupts the conditions and license activity granted to it or the project was stopped without a legitimate reason.
8 When will a foreign investment project be rejected or the ownership restricted?

If the project creates a threat to public safety or national security or affects strategic sectors, public health, morals and values of society, the defense sector, or the country’s foreign policy.
9 How are disputes arising from the FDI project are resolved? The settlement may be carried out through all alternative means of dispute resolution, and the issues of FDI projects shall be considered urgent by the country’s courts.
10 How the terms of the new Federal Law on Foreign Direct Investment will be applied to existing FDI projects before issuing the decree?
 The law gives existing FDI projects the right to retain all the privileges given before the validity of the terms of the decree law, in addition to the right to benefit from the set advantages provided that they adjust their status according to the conditions and requirements specified in the law.
11 Is it permissible to appeal the decision rejecting a license application for an FDI project in the sectors that are part of the positive list?

 Yes, it may be appealed to the competent authority within (15) fifteen working days, from the date of the decision of rejection or the expiration of that period. If the appeal is rejected or not decided within (10) ten working days from the date of submission, the applicant can appeal within thirty (30) days from the date of notifying him on the refusal.
12 Is it permissible to appeal a decision rejecting a license application for an FDI project in sectors not included in the positive list?
Foreign investment should be in sectors included in in the positive list, except for value-added projects being considered by the emirate to elevate to the Foreign Investment Committee and the UAE Cabinet for approval. If rejected at this level, the decision shall be considered final.
13 Can there be a negative impact on SMEs?

There will be a positive impact on these projects through the development of their relations with foreign investment project. FDI projects will support SMEs involved in the same industries.
14 What is the impact on the free zones in the country?

The investment options offered by the UAE encourage traders and investors to freely choose the most suitable and beneficial place to open their businesses in line with the investors’ directions. The free zones aim to not only attract FDIs and increase their contributions to gross domestic product (GDP) but also to increase the competitiveness of the national economy and encourage sharing of knowledge and skills to diversify and develop the country’s human resources.
15 Will there be an impact on citizens or national interest or national companies?
The foreign investment projects are designed to create employment opportunities and train the locals, as well as help identify key sectors and activities. We ensure that it will not have a negative impact on the national interest or citizens or national companies engage in similar activity.
16 What is the mechanism that will be used to determine the positive list?

Who is responsible for identifying them? The Foreign Investment Committee shall study the sectors and activities that can be included in the positive list, considering that these sectors are integrated with the strategic visions and plans of the country and meet the development needs of the Emirates. The sectors shall have a degree of efficiency and experience; are globally renowned; are sustainable and can generate job opportunities and provide skills training programs. Moreover, they will be considered for their contributions to the country’s economy in accordance with the best international practices. The committee shall coordinate with concerned government entities before seeking the approval of the UAE Cabinet.
17 What are the standards by which the negative list is determined?

When considering the sectors and national activities, we take into consideration their impact on national companies engaged in similar activity.
18 18. Is it permissible to invest in sectors or activities not included in the list of positive sectors and activities?

 In this case, the investor should present its project to concerned authorities and defend its importance for consideration. The Foreign Investment Committee shall, in turn, study the matter and send its recommendation to the UAE Cabinet for approval.
19 Who are the members of the Foreign Investment Committee and how are they formed?
The Committee shall be formed by a decision issued by the UAE Cabinet chaired by H.E. Minister of Economy. Its members shall include representatives of the authorities related to foreign investment affairs in the country and other relevant industries.
20 What are the tasks or specialities of the Foreign Investment Committee?
.
 The Committee is tasked to submit its recommendations to UAE Cabinet after coordination with local government authorities and other authorities related to the positive list or those sectors and activities where FDI projects are allowed. The Committee will also study the recommendations made by the government authorities regarding the approval of applications for licenses in the sectors and economic activities that are not included in the positive list as well as analyze the advantages granted to FDI projects projects in the country
21 Is it permissible for the company to introduce a new partner to the company or transfer its ownership to a new investor or change its legal form or apply acquisition procedures? The foreign investment project is treated like national companies in relation to the entry of a new partner or partners as well as the selling of the project to another investor. In all cases, the project can benefit from the privileges given to an FDI project provided that the licensed activity continues to be practiced.
22 Is it permissible for the company to introduce a new partner to the company or transfer its ownership to a new investor or change its legal form or apply acquisition procedures? The foreign investment project is treated like national companies in relation to the entry of a new partner or partners as well as the selling of the project to another investor. In all cases, the project can benefit from the privileges given to an FDI project provided that the licensed activity continues to be practiced.
23 What are the guarantees offered to FDI projects?

A foreign investor must comply with the decree of the Foreign Direct Investment Law. Therefore, an FDI project may not be expropriated, canceled, suspended or restricted to the real estate allocated to the project or the project funds are confiscated.
24 What are the obligations of FDI companies?

 FDI companies must comply with the activity specified in the license. They must also appoint one or more of licensed auditors in the country as well as comply with regulations concerning human resources, training, and sharing of documents and statistical data required by the Committee or the Investment Unit or a licensing authority.
25 What is the extent of applying the Article 2/10 of the Federal Decree-Law amended to the Commercial Companies Law, which defines commercial activities that are restricted to UAE nationals, and activities that non-nationals are allowed to own in percentages up to 100 per cent?
The Law on Foreign Direct Investment is directed primarily at the foreign investor. The Commercial Companies Law has been amended in Article 2/10 with the aim of allowing the expansion of local companies in increasing the percentage of foreign ownership; attracting foreign companies wishing to come here and partner nationals and transfer technical knowledge; attracting foreign investors who want to acquire and restructure their businesses to regain their losses and turn them into profit-making companies; and allowing international companies to partner with local SMEs and achieve their goals.
26 The positive list is not included in the law. With this in mind, does this mean that any sector that is not included in the negative list is considered as a positive one and in compliance with Article (6/3), which sets the standards and regulations for all operating sectors.

The foreign direct investment committee is concerned with studying and preparing the positive list and its branches that are available to the foreign investor and studying any applications to establish projects in sectors not included in the positive list, wherein it is approved by the Council of Ministers to be available to the foreign investor either 100 per cent or less. These sectors are integrated with the visions and strategic plans of the country and contribute to the rate of innovation and have the potential to transfer modern and developed technological methods to meet the needs of the emirate’s development and has a degree of efficiency and experience and global reputation. These sectors also have a positive impact on the environment and provides jobs and training for national human resources and contribute to achieve high added value to the country’s economy in accordance with best international practices.
27 Why does article 7 cover and identify the negative list? Is point number (2/K) covering trade agents’ services included in the negative list?

The provisions of the current law of commercial attorneys allow more than one agent to be appointed by the State but does not give non-citizens the right to have an attorney. It is not advisable to liberalize this activity for several reasons, including the concept that most of today’s emerging international economies are protecting their economies until they reach a stage of being strong and sustainable. To establish a local economy, local merchants, a trade base and national trade must be started by educating the trader and young people so that they can compete, rather than opening markets to experienced traders who have grown in commerce. This will affect the citizen trader in terms of economic experience in managing such businesses as an agent. The economy of the UAE is an emerging economy and is in a transitional phase. In line with this, national traders need the opportunity to be trained in their country so that they can enter the other markets vigorously before the invasion of companies with their potentials and budgets and experiences to their markets. Consequently, sectors and activities that have no negative impact on national interest or citizens have been taken into consideration.
28 Regarding the article (L/2/7), how is it going to affect the pharmaceutical sector and why is it included in the negative list?

 Privately owned pharmacies are a part of the retail business through the medical retail trade. The liberalization of such activity will affect the citizen trader in terms of economic experience in the management of such businesses Accordingly, sectors and activities that have no negative impact on national interest or citizens have been taken into consideration.
29 When issuing an investment license, is there any specific format for activities listed under the license?

The formulation of the activity to be exercised by the company shall be clearly identified by (ISIC 4).
30 How is the new law going to affect foreign companies that are already operating in the UAE and registered under local partners?
The law grants the right to existing foreign direct investment projects to retain all the benefits prescribed for them before the provisions of the decree-law are enforced. In addition to the right to benefit from the advantages prescribed for them and under the condition of adjusting their situations according to the conditions and requirements specified in the law.
31 Is it required to appoint a lawyer to apply for a FDI license? Appointing a lawyer is not required. The company can appoint any person to be responsible for submission.
32 Is it necessary to pay the full capital specified in the positive list at the time of incorporation? This is not required. Founders can pay at least 50% of the capital specified in the positive list at inception and the rest during the following two years.
33 After the issuance of the license and the commercial register of the new establishment and commencement of investment work, can the investor use the amount of capital deposited in the bank?

Yes, he can.
34 Is there a fine in case the license expires?

Subject to the procedures followed by the Department of Economic Development in each emirate.
35 Can the legal form be transferred from a limited liability company to a contribution? Yes, it is possible to convert the legal form from a limited liability company to a joint stock company according to the provisions of the Commercial Companies Law.
36 Can I have more than one investment license for different activities?

Yes, so long as all activities listed are included in the positive list.
37 Is it permissible for a foreign direct investment company to transfer its ownership to a new foreign investor?

This may be so where the privileges granted to the FDI project shall continue to be maintained after the transfer of ownership provided that it continues to engage in the licensed activity.
38 .Is it permissible for a foreign direct investment company to merge into another company or acquire another company? Subject to the provisions of the Commercial Companies Law, a Federal Law No. 2 of 2015 on Commercial Companies may be incorporated into another company or that it acquires another company, subject to the provisions of the Commercial Companies Law.
39 What is the role of FDI companies in community responsibility?

A foreign direct investment company may, after a lapse of two financial years from the date of its establishment and profit making, make voluntary contributions and shall not exceed (2%) of the average net profit of the company during the two financial years preceding the year in which such voluntary contribution is made. What follows:
- These voluntary contributions should be for community service purposes. - Clearly mention the beneficiary of these voluntary contributions in the auditor's report and the company's budget.
40 What is the legal period of appeal against the decision of the competent authority to reject the application for license of a foreign investment project?
.
 The applicant may lodge a complaint with the competent authority within (15) fifteen working days from the date of issuing the rejection decision or the expiry of the period specified for obtaining the approval. The request for grievance shall be decided within ten working days from the date of its submission. (30) thirty days from the date of notifying him of the refusal or the delay of the decision on the application
# Questions\ Answers
1 What are the forms of the Commercial Companies, whose contracts are attested by the Department of Economic Development?
answer Partnership company, simple partnership company, limited liability company, sole proprietorship company, public stock company, private stock company and sole proprietorship, holding company
2 What is the documentation required for the attestation of the commercial companies’ contracts?
answer Printing the draft of the contract intended to be attested, original and copy of the partners ID’s or their attorney, original and copy of the power of attorney of the attorney.
3 What are the type of Amendments introduced to the commercial companies’ contracts?
answer Sale of the partners shares, assignment of shares, pledge of shares, amendment of the company capital, extension of the company term, amendment of the trade name, deletion or addition of a director, amendment of the management powers and, any article in the memorandum of association
4 What are the documents required for the attestation of the sale, assignment or pledge of shares contracts (amendments to the memorandum of association of the commercial companies)?
answer Typing the draft of the contract intended to attested (amendment addendum), original and copy of the partners or their attorney’s ID’s, original and copy of the power of attorney of the attorney. If the partner is a corporate body, copy of the memorandum of association, trade license, list of the partners and the general meeting resolution should be enclosed (if applicable).
5 What are the documents for the attestation of the termination of the company memorandum and liquidation (license cancellation)?
answer Typing the draft of the contract intended to be attested, original and copy of the partners or their attorney’s ID’s, original and copy of the power of attorney of the attorney. If the partner is a corporate person, copy of the memorandum of association, trade license, list of the partners and copy of the N.O.C issued by the Department.
6 What are the steps for obtaining the commercial companies contracts attestation and amendment?
answer Login into the Department website to download the documents required for the attestation service, visit the service centers, verification of the application, verification of the client capacity, take the signature and approve the application.
7 Shall the attestation of the commercial companies memorandum of association and any amendment thereto, be at the Notary Public?
answer This shall only be allowed, in the cases excepted by the Department.
8 Should all the related parties be present to receive the attestation service of the commercial companies contracts and amendments thereto?
answer Yes
9 Is the attestation employee travel to the related parties place for attestation service available?
answer Yes, this service is provided in special circumstances and emergency cases, determined by the concerned official, for a fee.
10 What is the documentation required, if one of the partners in the contract intended to be attested is a corporate person?
answer The company representative must attend and bring a proof for the representation, by a power of attorney or the memorandum of association, along with the following:
- Copy if the memorandum of association.
-Copy of the Trade license
-Original and copy of the power of attorney
-Original and copy of the valid ID or passport of the representative.
11 What is the documentation required for the amendment of the memorandum of association, upon the death of one of the parties in the company contract?
answer If one of the partners passed away and the heirs replaced him in the memorandum of association, the following documents should be presented:
- Copy of the certification of succession issued by the Islamic Court
- Copy of the passports and ID’s of all the heirs.
- If a person representing the adult heirs appears, original and copy of the power of attorney, original and copy of the attorney’s passport. If one of the heirs is a minor his/her representative shall present the guardianship deed and the Islamic Court approval.
12 . Is it possible to receive a certified true copy of the companies memoranda of association and their amendments?
answer Yes, by a request submitted by the related parties to the service center, with the payment of the fees.
13 How to obtain a replacement for the company memorandum of association upon loss or misplacement?
answer Submit a request for a certified true copy to the service centers. However, if the contract has been attested before the transfer the company’s attestation service to the Department of economic Development, the contract cannot be obtained. In this case a (new) revised memorandum of association shall be attested by the Department.
14 Is it possible to attest the company’s memorandum of association and any amendment thereto in languages other than Arabic?
answer This is not possible, unless such contracts are translated from Arabic into any other language and shall carry the stamp of the legal translator on each of the contract pages.
15 This is not possible, unless such contracts are translated from Arabic into any other language and shall carry the stamp of the legal translator on each of the contract pages.
answer The finger print shall be taken, with a reference to this in the attestation report of the memorandum of association.
16 How the signature of one of the partners on the contract can be authenticated if he/she is one of the people of determination?
answer The condition shall decided by the concerned official. And if this is not possible, the person shall be referred to the Islamic court for the appointment of a legal assistant.
17 What are the fees fixed for the attestation of the company memorandum of association and any amendment thereto?
answer Information about the fees are available with the Service Centers.
18 What are the documents required for the attestation of the minor partner signature on the memorandum of association and amendments thereto:
answer If the minor age is 18 years and not more than 21 years, copy of the legal deed (permission for trading) issued by the Islamic Court shall be attached.
19 If the manager, who is not a partner required to attend for the attestation of the company memorandum of association and amendments thereto?
answer If the manager is one of the partners, he is not required to attend.
20 Are the documents and instruments issued abroad and required for the attestation of the commercial companies, acceptable?
answer They are acceptable only if duly attested by stamps such as embassy stamp, Ministry of Foreign Affairs stamp of the country where such documents were issued, along with the U.A.E. Ministry of Foreign Affairs stamp.
21 Shall the documents issued abroad in a foreign language and required for the attestation of the commercial companies contracts and their amendments, acceptable?
answer They shall be acceptable when only translated into Arabic and carrying the stamp of the certified legal translator.
# Question Answer
1 Kindly see the below inquiry, where the complainant wants to know his rights as a consumer in the event of a change of mind concerning a product (car), as he has paid a down payment in the amount of AED 1,000 to reserve a car, and on the next day he changed his mind. Is he entitled to a refund or not? Kindly refer to the shop’s policy; whether it provides for entitlement to a refund (of the down payment) or not?
2 The caller inquires if there is a specific warranty period for products in general?? The inquiry was answered, that the warranty is in line with the laws, regulations and environment of the UAE, and there is no specific warranty period; it varies according to the product.
3 The customer inquire about her legal right; she wanted to buy a product offered for sale, but she was surprised when she arrived at the payment counter, by the employee informing her that the product’s price is different and not the sale price mentioned in the said product’s price tag. - The complainant was contacted and informed that the shop cannot manipulate prices, and she is required to file a complaint while producing evidence.
4 The customer inquires; are fast food restaurants (McDonald's) permitted to deliver orders to cafes? Yes, they can; to any destination as the customer wishes.
5 The caller inquires about his right according to the replacement and return policy, as he bought a product from a furniture store, but the shop refused to return it. In the event of a manufacturing defect, damage or malfunction in the product, the customer can return or replace the product according to the law, and thus it is not subject to the change of mind process
6 The complainant states that he contracted with a cleaning services company on the basis that they clean the house, and after completing their work, the company refused to give the complainant the invoice. Is this action legal?? According to the Consumer Protection Law, a consumer must be given an invoice as a result of the sale of the sold item.
7 The complainant asks, is it permissible to place the Christmas trees, “Merry Christmas” placard/banner, as well as Santa Claus outside the shop. There is no restrictions concerning religions, because there is freedom of religion in the UAE.
8 The caller inquires if a clothing store / clothes shop has the right to place cameras at the store/shop, and the door of the store/shop is completely tinted so that a person outside the store/shop cannot see the people inside the store/shop. Cameras can be placed at the shop except for the fitting room, and a permit can be obtained to tint the door of the store/shop; according to certain controls.
9 The complainant purchased a motorcycle and replaced the battery under warranty, but it was defective, and he replaced it again and had to pay fees. Is this legal for him to replace it again The shop has the right to impose a service fee concerning the replacement process
10 The complainant inquires about the domestic staff agency, because she says that one of the agencies provided her with two maids who absconded during the guarantee period. Is she entitled to a refund? As for of a domestic worker’s abscondment, a complaint is referred to the Ministry of Human Resources and Emiratization.
11 The complainant bought products and canceled the order on the same day. The store informed her that she will not a refund, but will only get a discount.
Is this legal?
 In the event of a manufacturing defect, damage or malfunction in the product, the customer can return or replace the product according to the law, and thus it is not subject to the change of mind process.
12 The caller wants to inquire about the possibility of delivering a hookah to homes. Hookah delivery is not permitted.
13 The customer inquires about his legal right; he purchased a vehicle from a car dealership through a bank, and agreed with the seller to hand over to him all copies of the vehicle’s key, which did not happen; the seller handed over to him only one key. If there is a written agreement between the two parties and the seller fails to comply therewith, the complainant shall be required to file a complaint.
14 The caller inquires if there is a law that prohibits fitness centers from forcing a customer to subscribe for 3 months or more, as all clubs, as mentioned by the caller, do not accept subscription for a one-month period, unless the payment is made by credit card, but if the payment is made in cash, a certain limit of months is specified for subscription. There is no law that prohibits fitness centers from limiting the subscription period.
15 The complainant wants to file a complaint against the water companies because of the price increase because they increased the price of a gallon of water from 5 to 9 and then to 12. When he asked them, they told him this was instructed by the Department of Economic Development. Is this legal? In the event of a price increase and a proof of the same is available, the complainant shall be then required to file a complaint.
16 The caller inquires if a company has the right to practice business in a residential building It depends on the type of business that such company practices.
17 The customer inquires about his legal right; he handed over his vehicle to the garage for the purpose of maintenance. Later he discovered that the owner of the garage did not perform the maintenance as required and requires him to pay additional charges against the same malfunction. The complainant is required to file a complaint.
18 The complainant inquires about additional charges, claimed to be cancellation fees, noting that these terms or instructions were not mentioned on the site. The complainant is required to file a complaint.
19 The caller wants to know; in case he bought a product through the website and after the delivery of the product he opened the package but did not like the product and wanted to return the product; he would like to know whether he has the right to return the product or not. The product cannot be returned for the said reason, that is change of mind.
20 The caller inquires; she is a shop owner and one of the customers bought cosmetics from her and had a problem with her face and accuses them that the products she has bought from them are the reason behind the said problem and wants to get a cash refund. The owner of the shop insists that the products she sells are quality one; they have been examined and approved by the municipality. Therefore, she asks the Department of Control and Consumer Protection to inform her of the right action to take with this customer. It is imperative to listen to both parties in order to give a legal opinion.
21 The caller inquires about the authority competent to take the necessary measures against foreigners who wear inappropriate clothing on beaches. The competent authority is the Police - Vice Squad/ Unit.
22 The caller inquires about his dissatisfaction with his maid, and there is a procrastination in providing him with another maid. The complainant inquires if there is room for returning the maid to the agency and get a cash refund. In the event of a difference in the agreed-on specifications, he shall be entitled to return the maid.
23 The complainant states that he rented a car and after handing over the car two and half months ago, they requested him to pay AED 80 based on Salik. Is it permissible for them, after the lapse of the said period, to demand the complainant to pay such amount? If the amount is confirmed to the complainant, the office shall then be entitled to deduct the amount.
24 The customer wants to know if he has the right to file a complaint against the shop from which he purchased a mobile phone and he found a problem with the screen of the device; it does not work. He has already visited the shop to have it repaired, but now more than has week passed without a mobile phone. He has the right to file a complaint.
25 The complainant states that he bought an accessory piece (screen protectors) for his mobile phone from a shop, and after using the said accessories for a week, the complainant found that the said piece is defective. Is it permissible to replace it or not? He must refer to the warranty policy, if the product is warranted.
26 The caller inquires about the policy of car rental offices if the rent amount is deducted for a month or a specific number of days, and requests clarification. The deduction or payment terms are applied according to contents of the contract.
27 The customer inquires about his legal right; whether he has the right to keep the warranty contract valid and enforceable even if he fails to have his vehicle undergo the periodic maintenance at the agency. The complainant is not entitled to claim for continuation of the warranty contract if the customer fails to comply with the warranty terms.
28 The caller wants to inquire about its entitlement to a refund; if she bought a product and then changed her mind due to exaggerated price. She is not entitled to a refund.
29 The customer inquires about his legal right to recover the security amount that he had paid to the owner of a car dealership for the purpose of purchasing a vehicle, and later he did not manage to purchase the said vehicle. A security amount is different from a down payment, taking into consideration the agreement concluded between the parties.
30 The customer wants to inquire: He wants to make sure of the validity of the car agency’s terms, whether a car supported by the chassis can be repaired, where the agency will give him a paper that confirms that the car can be licensed by the Traffic Department. He can get the car repaired.
31 The customer inquires about her legal right; she requested the shop owner to broider a wedding dress for her and paid an amount of AED 13,000 as an advance payment, provided that the remaining amount; AED 5,000 will be paid upon receiving the wedding dress. Later, the wedding ceremony was not held and the customer wants to know her rights and obligations in this case. She is not entitled to a refund.
32 The caller inquires if a domestic staff agency has the right to oblige her to replace a maid with another one and not to refund the amount that she has paid if the agency does not abide by the terms of the agreement in terms, in terms of the maid’s qualities. The complainant cannot be obligated to replace the maid, as the maid can be returned provided that a certain amount is deducted.
33 The caller wants to inquire; whether the shop has the right to require her to pay the car’s rent for the days over which the car is at the garage for repair, if the caller is the injured in the accident. The office has no right to impose rental fees on the customer if the customer is the injured in the accident.
34 The complainant states that he purchased a scooter from a shop and there is a defect with it; the complainant wants a refund and the shop agreed, but the bank service fees will be deducted from the complainant’s account upon the return of the scooter. Is this action legal? If the amount is returned to the customer, the bank fees will be deducted from the customer’s account.
35 The complainant stated, that he went to a café, and when he wanted to go out and walk with his son, but the cafe’s stuff refused and informed him that the municipality prohibits this act, and that he is only allowed to be inside if he has a child with him. He wants to make sure that this action is right. He must refer to the municipality to make sure of the existence of such reservations.
36 The complainant inquires; she concluded a car rental agreement with an office. The office refused to give her, her counterpart of the contract. Now, she inquires about her right in this case. Thank you for your efforts. The office must provide her with a counterpart of the contract, and should the office refuse to do so, she shall then be required to file a complaint.
37 The complainant inquires; he purchased a device and during the warranty period he found a defect with the device. He referred to the shop, but they refused to repair the device and informed him that the warranty does not cover repairing the device. Therefore, he wants to know his right as a consumer. The complainant is required to file a complaint.
38 The complainant stated that, she purchased a device with warranty from a particular shop, but after a while she found a defect with the device and would like to know her rights before filing a complaint. The complainant is required to file a complaint.
39 The complainant bought a product from a shop and then the said product malfunctioned. He went to the shop to have the product undergo maintenance, but they refused to perform the required maintenance due to the unavailability of the invoice. The complainant is inquires whether (or not) he has the right, in the event of a lost invoice, to demand to have the product repaired or undergo maintenance, because the product is still under warranty. The invoice is a prerequisite.
40 The caller inquires about the shop’s entitlement to refund the amount she has paid through a debit card and not in cash, as she has bought items from the shop and they refused to refund the said amount in cash. A refund must be made using the same payment method.
41 The complainant purchased a dress against an amount of AED 17,000 from a store and found the same dress on a website sold against an amount of AED 500. Is it permissible for her to request a refund, given that the dress’s size has been altered? She is not entitled to a refund.
42 The caller inquires; is it possible to open two salons that practice the same business at the same hotel, as a salon has been opened at the same hotel, which negatively impacted his business. Two salons can be opened at the same hotel.
43 The complainant says, that there is a company that published an advertisement in newspaper under entitled “An Investment Opportunity”, stating that an investor must pay an amount of AED 250,000 to invest. The complainant inquires about the law that governs the business of such companies or who would protect his rights. He also inquires, whether the service provider is an individual and not a company. Courts are the competent authority.
44 The customer inquires about her legal right; the school has suddenly and very exaggeratedly increased the fees without informing the parents in advance. School fees are approved by the Department of Education and Knowledge. If the fees are not approved, the complainant shall then be required to file a complaint.
45 The customer inquires about his legal right; purchased lighting devices for his house from a shop, later he wanted to replace the devices with other less expensive ones. The shop owner agreed to replace them, but refuses to return the remainder of the amount that the complainant has already paid. The complainant has the right to purchase other products so that the amount he has paid is covered in full.
46 The complainant wants to know whether (or not) his product can be replaced after the discount, because of the size. He must refer to the shop’s policy.
47 The caller inquires that she has purchased a treatment package provided by a medical center to undergo laser treatment, but for special circumstances, she will leave the UAE, and requests a cash refund. She is not entitled to a cash refund, except in the event of a breach on the medical center’s part or in the event of a force majeure event.
48 The caller inquires; is any tailor’s shop is permitted to tailor the official military uniform? It may only be tailored after obtaining the relevant permit and submitting a proof of the approval given by the authority that issued the permit to the Department.
49 The caller inquires; whether (or not) there is a consolidated list for “Indian gate” product (rice), as he states that there is a large difference between the prices offered by the centers and associations, which the customer deems unacceptable. The standard prices are set based on the decision of the Minister of Economy.
50 The complainant made a purchase order on the website of a shop for a particular product and paid for the same using his credit card. The shop contacted him two days later to inform him that the said product is no longer available. The complainant inquires about his rights in this case and whether (or not) he is entitled to request a refund. The complainant is entitled to request a refund of the full amount without any deduction. Also, the Department is entitled to punish the shop for displaying an unavailable product.
51 The complainant purchased some furniture and wants to know the prescribed time limit for returning the purchased furniture. There is no uniform time limit for returning a product, but the matter is subject to the shop's policy; whether it permits returning a purchased product or not.
52 The caller inquires about a customer's right if a car has been handed over to the garage then they handed over the car back to him, but he is not satisfied with the service because it is poor. Evidence of poor service must be produced and each case will be examined separately. Generally, Article 13 of the Consumer Protection Law provides, that a service provider shall warrant the service performed thereby for a time period commensurate with the nature of such service. Otherwise, it shall be required to return the amount paid by the service recipient, or to re-perform the service properly. Accordingly, the poor service must be investigated.
53 The caller inquires; he purchased a car from a particular agency, and after a while there was a problem with the car's moto. The caller requested a replacement for the car, but the agency refused and offered him only repair. Do they have the right to do so? The agency has the right to repair faults that can be repaired unless it is proven that there is a manufacturing defect with the car, that cannot be repaired. Warranty means that the agency pledges to repair any malfunction or damage that may be detected in the product or service within a specified period.
54 The complainant wants to know whether (or not) the shop has the right to deduct an additional amount from the card other than the price of the products.   According to the resolutions issued by the Ministry of Economy, there are certain entities that can add additional charges in the event of payment with a credit card.
55 The shop owner inquires about the legal right; the customer has returned two bags to the shop to ascertain whether they are original or counterfeited. Later, the shop had to send the two bags to the manufacturing country to have the customer’s question answered: What is the customer's right in this matter? Should the shop owner inform the customer of the steps that the shop owner is taking, which may take some time? Article 8 of the Implementing Regulations provides, that a consumer has the right to be provided with facts that would help him purchase and consume the product. Therefore, the customer has the right to obtain the necessary information and the time to be taken.
56 The complainant states, that he handed over his car to a car wash and then they handed over the car back to him. The complainant found that the car is not working. Now he wants to know what his rights are. The complainant must prove that the car’s failure to start is a result of the car’s washing process, while the car was in the possession of car wash, meaning that the fault must be established on the part of the car wash, and the resulting damage (the car's failure to start) is resulting from a fault committed by the car wash (causal relation). This would only be established by a technical report developed by a competent authority, such as the agencies or the Agents Committee of the Ministry of Economy.
57 The complainant says, that he called a furnishing shop to come to his house to take some measurements to make furnishings for him. They told him, at first, that he must pay AED 1,500, and then they will come to the house and the complainant asks, is this legal? The matter depends on the policy of the shop, and there is no law that prevents doing so, especially when the complainant is not forced to deal with this shop and there is none of the monopoly cases provided for in the law.
58 The customer wants to know the legal right; she has a client who purchased a dress from the shop a year ago, and now she wants to replace it without stating any compelling reason for replacing it. The question is: Does she, as a shop owner, have the right to refuse? The cases in which a purchased product are - according to the Department's policies - as follows: First: The presence of a manufacturing defect with the product, which defect is difficult to be repaired repair or replaced. Second: In the event of absence of fitting rooms or the consumer does the fitting at another place, with the approval of the shop. In any other case, the shop shall not be obliged to accept the customer’s request to replace the purchased product or for a cash refund, especially if the purchase was made long ago; a year or so.
59 The complainant states, that he signed a contract with a company without reading the terms, and currently the complainant wants to withdraw from the contract, and wants to know if he has the right to cancel the contract between him and the company. Kindly file a complaint to have the contract perused to conclude the company's original business.
60 The caller wants to inquire whether it is permissible (or not) to recruit a maid via an Instagram account and the validity of dealing with an account on Instagram, whose owner does not have a website or office. It is preferable to deal with licensed offices that have clear policies, with an emphasis that it is necessary to review and read the contract, to discuss the clauses thereof with the office’s representative and to know all the details.
61 The complainant bought a pajama from a shop and then she went to the shop to request a refund after 3 days, because her size did not fit her because she was pregnant. The shop refused and the complainant wanted to know whether this action is legal or not? As for the size, if the shop provides fitting rooms, then the complainant is not entitled to request a refund after three days, unless it is approved by the shop, provided that she does the fitting at another place, and the complainant shall then be required to prove that the approval has been obtained.
62 The caller inquires if the customer has the right to request a refund after using a printer for 18 months, because it does not work like before. If the printer is under warranty, then he has the right to request a cash refund, if it is proven that there is a manufacturing defect with the printer, but if the warranty period has expired, then he cannot request a refund because the printer does not work like before.
63 The complainant enrolled his son in a nursery and paid AED 3,000 dirhams for a month, but his son attended the nursery for 2 days only. Now, the complainant wants to get a refund of the remainder of the amount he has paid. The nursery informed him that the word “non-refundable” is written on the payment voucher. Now, the complainant inquires about his rights. This matter is subject to the terms of the contract concluded between him and the nursery, especially if the nursery did not refrain from providing the service that it is required to provide, or failed to perform its obligations under the said contract.
64 The caller inquires; whether it is possible (or not) to request a cash refund because the caller no longer wants the gift. The caller may not request a cash refund because she changed her mind about the sold product, especially because the product is free from any defects, unless she finds that the shop’s policy provides otherwise. In which case, the caller shall be required to prove the existence of the claimed policy.
65 The caller inquires; if sports clubs have the right to prevent players from taking drinking water with them when they enter the club, and to force them to buy water only from inside the club. The matter is subject to the sports club's policy and justifications for applying the same, and there is no provision in the Consumer Protection Law that prevents doing so.
66 The customer inquires about his legal right; he purchased a watch from a shop, later he discovered that the watch’s size does not fit him. So, he asked the shop owner to make some adjustments to the watch or replace it with another one, but the shop owner refused to do so. The consumer must have to check the product at the shop and get what actually fits him, whether in terms of size or specifications, and the consumer’s request to the shop owner to replace the watch because the size does not fit him is not permissible.
67 The caller inquires; If he has his car checked outside the agency, will the warranty be then forfeited? Cases of warranty cancellation according to the Department's policies:
• If it is provided, in the warranty, that the warranty shall be cancelled or expire in the event of misuse. In which case, the provider shall be required to specify such misuse.
• Failure to comply with the periodic maintenance schedule, as stated in the maintenance manual.
• To have the maintenance performed on his car outside the agency; at service centers that are not approved by the agent.
68 The caller inquires about her legal right; she bought a product from a shop and later wanted to replace it with another one, but the shop owner refused, and required her, in order to accept her replacement request, to replace the product with another of the same type, but not another product at the shop, knowing that this clause is not provided in the shop’s invoice. It is a presumption, that it no product may be replaced in the absence of a defect therewith. Hence, whether product replacement is permissible and the terms of such replacement are subject to the shop’s policy, which has to be referred to; being the procedure that the shop obliged itself to comply with, concerning the terms of replacing a product or refunding the price thereof, in the event that the consumer changes his mind about the sold product, which shall be entirely subject to the seller’s discretion. Shop policies must be recorded in Arabic and English ​​and placed the is visible and clear to consumers.
69 The caller inquires if performing maintenance on vehicles outside the agency does not give rise to warranty cancellation, i.e. that the warranty will remain valid. Mechanisms for warranty cancellation according to the Department's policies:
• If it is provided, in the warranty, that the warranty shall be cancelled or end in the event of misuse. In which case, the provider shall be required to specify what misuse exactly means.
• Failure to comply with the periodic maintenance schedule, as stated in the maintenance manual.
• To have the maintenance performed on his car outside the agency; at service centers that are not approved by the agent.
70 The complainant made a reservation with a particular hotel and paid AED 10,000. The complainant then wanted to request a refund, as she wanted to change the place, because the place is expensive for her, and she wants to know if it is possible or not? There is a presumption, that the reservation amount is non-refundable, unless the hotel’s policy permits so. The complainant is required to clauses addressing the related policies.
71 The caller inquires; is a rental office is entitled to take AED 5 as Salik fees? She also inquires; is it possible to have an amount equivalent to 2.5% deducted when using the card? It is not permissible to claim fees or fines in excess of the ones imposed by the UAE. Accordingly, Salik fees are only AED 4. Therefore, any agreement otherwise cannot be adopted. As for the collecting additional charges for the service provided by the office, it is not permissible.
72 The caller made a purchase from a bookstore for AED 1,500 and they gave her a Voucher worth AED 250. The complainant discovered that they had added its price to the invoice and procrastinate responding to her inquiries. Now, the complainant inquires about her rights and the law that applies in this case. A complaint must be filed with the Department, to know the name of the shop and whether it has actually obtained a permit from the Department to make the offer or not, and to know the conditions that must be met to get the offer (the issue must be brought before the promotions section to verify the offer and its terms)
73 The complainant purchased goods from a shop for AED 7,500 and requested a particular size. When she went home, she found that the size does not fit her and wanted to get a refund. Now, she inquires about her rights. The Consumer Protection Policies provide that: “A merchant shall refund the paid cash value in the following cases: 1) In the event that there is a manufacturing defect with the product that is difficult to be repair or replaced. 2) In the event of absence of fitting rooms, or if the consumer does the fitting at another place with the shop’s approval. Therefore, if neither of the aforementioned two cases exists, especially the one addressing the provision of a fitting room, the shop shall not be obligated to refund the paid cash value, especially given the fact, that the consumer has the right to choose among many alternatives of goods and services.
74 The caller inquires; whether (or not) it is possible for the purchaser to replace the purchased clothes with others of a different size within a month from the date of purchase. It is a presumption that there is no law that permits so. However, the matter is subject to the shop’s policies and whether (or not) it permits so or not, especially if the shop provides a fitting room and the consumer can choose among the alternatives available at the time of purchase.
75 The complainant wants to know the actions to be taken against a shop that deduct an additional amount through the card during a purchase and the laws that apply in this case. Article (19) provides, that: ”An organization must comply with the following: 1- The legislation and laws in force in the emirate, 7- The instructions, regulations and resolutions issued by the department and the competent authorities.” In the event that the organization breaches the said obligations, Article (29) “Penalties” of the same law provides, that: “a- Without prejudice to any stricter penalty stipulated by any other law, any breacher of the provisions or the executive resolutions issued hereunder, shall be liable to a fine of no less than AED 100 and not exceeding AED 100,000. B - The Chairman of the Executive Council shall determine, by a decision issued by him, the acts committed in breach of the provisions of this law and the fine prescribed for each of them.”
76 The complainant wants to know her rights before filing a formal complaint, as she requested a particular company to develop a mobile application for her. They agreed that the work will be done with 45 days. Now, a 90-day period has passed and they still have not completed the work properly. It is established by the law, that should either of the contracting parties fail to perform its obligation, the other contracting party may, after serving a notice for payment upon the debtor, demand the performance of the contract or to terminate the same, together with compensation in both cases, if the case so requires. The judge may give the debtor a delay, as the case may be, and may also revoke the termination if it is amount that remained unpaid by the debtor is of little importance compared to the whole obligation.
77 The caller inquires; whether (or not) paper receipts can be dispensed and send the receipt in the form of a text message (SMS) instead. Article No. (31) of the Consumer Protection Law provides, that: “A consumer shall be entitled to be given a dated invoice, and a commodity’s invoice must include the following details: 1 - The name and address of the provider. 2- Definition of a commodity. 3 - Unit of sale. 4 - The quantity of the commodity or the number of units sold. 5 - The price of the commodity in the local currency.”
78 The caller inquires; whether (or not) shops have the right to take the commodity for repair and tells her that she must wait for 30 days, as she finds that it is a very long time to repair any product. Now, she inquires if there the Consumer Protection Law contains a provision to this effect. First: There is no provision in the Consumer Protection Law that provides for specified time limits within which shops or providers are bound to repair a commodity or product. Second: Article 11 of the same law provides, that: “Subject to the provisions of Federal Law No. (18) of 1981 Concerning the Organization of Trade Agencies (as amended), every commercial agent or distributor shall be obligated to satisfy all the warranties provided by the producer or the principal for the commodity subject of the agency. Further, it shall also be obliged, when it becomes involved in the satisfaction of the warrantees provided for in the preceding paragraph for a period exceeding two weeks, to provide the consumer with a similar commodity that it uses free of charge until the agent satisfies the said warrantees.”
79 The caller inquires; if he has the accessories or spare parts of his car replaced outside the agency from which he purchased the car, will the warranty be cancelled or not? According to the Department's policies, the cases of warranty cancellation are as follows: 1) In the event that it is provided, in the warranty, that the warranty shall be cancelled or end in the event of misuse. In which case, the provider shall be required to specify such misuse. 2) Failure to comply with the periodic maintenance schedule, as stated in the maintenance manual. 3) To have the maintenance performed on his car outside the agency; at service centers that are not approved by the agent. As for the subject of the complaint, kindly check the warranty contract concluded between the consumer and the agency, to know the (accessories and spare parts that the complainant may or may not have them replaced outside the agency).
80 The caller bought an item from a shop and there was a problem with that item, but the shop refused to repair it unless there is an invoice?? Do they have the right to do so? The consumer must prove the contractual relationship between him and the provider, and the consumer must keep the invoice to guarantee his right, especially if the provider requires the presence of the invoice to satisfy the warrantees and the consumer accepts this condition before purchasing.
81 The caller inquires; if perfume shops have the right to spray samples of perfume on passers-by at malls, as this causes harm to some people, especially if they have diseases such as asthma, as I mentioned. Products may not be offered for sale by way of calling on the road, and goods may not be displayed outside commercial stores without a permit.
82 The caller inquires; whether (or not) a restaurant can force the guest to take an unwanted order. It is not permissible to force a consumer to take an unwanted order.
83 The caller inquires; if the customer wants to return the commodity to the shop, is he entitled to a refund or not, as some shops refuse to refund the amount paid.   According to the Department's policies, if there is an agreement between the merchant and the consumer that the consumer may get a cash refund, it will be performed according to the payment method used by the consumer, provided that the period is clearly mentioned by both the merchant and the consumer. Also, the consumer shall not be entitled to a return or replace the commodity in the following cases: 1) If he changes his mind about the commodity. 2) If the commodity is free from any defects. 3) If the same commodity is offered elsewhere at a lower price.
84 The customer inquires about his legal right, as he bought a pair of shoes from a shop, and later he discovered that the size of the shoes is a little tight and wants to replace it. Now, the question is: What is the customer's right in this matter? The Consumer Protection Policies provide that: “A merchant shall refund the paid cash value in the following cases: 1) In the event that there is a manufacturing defect with the product that is difficult to be repair or replaced. 2) In the event of absence of fitting rooms, or if the consumer does the fitting at another place with the shop’s approval.
Therefore, if neither of the aforementioned two cases exists, especially the one addressing the provision of a fitting room, the shop shall not be obligated to refund the paid cash value, especially given the fact, that the consumer has the right to choose among many alternatives of goods and services.
85 The caller inquires; if there is an agreement with a company and the company does not complete the agreed-on works, what would the consumer be entitled to do? Contractual liability exists when three elements exist; a fault, where either contracting party fails to perform its obligation arising out of the contract, or delays in the performance of such obligation, an established harm, and the existence of causal relation between the fault and harm, so that if one of the said elements does not exist there will be no contractual liability. The burden of proving the company's fault and the harm it has sustained lies with the complainant. Therefore, the complainant is entitled to petition to have the contract be declared terminated and/ or to claim for compensation.
86 The customer inquires about his legal right; he wants to return some medications that have not been opened or used in exchange for a cash refund, but his request was rejected without mentioning the reason. With special regard to medications, pharmacies cannot be obligated to replace the sold products or to accept refund requests, especially if the medications require to be maintained at a certain temperature and to be stored at a place that has special specifications.
87 The caller inquires about his obligation, if he rents a car from a car rental office and then the car has an accident. The policy approved by the Department of Economic Development provides, that: “Should a vehicle have an accident or any incident of whatsoever kind, the conditions provided for in the insurance agreement between the car rental office and the insurance company shall be the ones to be referred to). Accordingly, the car rental office is required to contact the insurance company, and the consumer shall bear the same value found in the insurance contract of the car.
88 After how many days the store can accept a buyer’s request for replacement.   Is it acceptable to replace gold with diamonds and/or vice versa?    When the buyer heads back to the shop to request a cash refund, will the shop be forced to accept such request, or can instead replace the sold item with another one of the same type (gold for gold)?    What is the reservation period allowed in the event that the customer pays the down payment? Is there a specific period, and is the shop obliged to refund the paid down payment? The matter is subject to the shop’s policies, and in the absence of such policies, then the established presumption is to be referred to.
89 The complainant bought a T-shirt from a shop and paid for it using a credit card. They agreed to refund the money, but by giving her a voucher. Now, she inquires about her right to have the money refunded to her account. The reason behind the request for refund must be known, is it the presence of manufacturing defects with the product (in this case, the shop shall be obligated to refund the money through the same payment mechanism) or the matter is related to helping the customer according to the shop’s policies. In which case the shop shall not obliged to refund the money.
90 The customer states, that he bought mint from a shop, where it was offered at a certain price. When he returned to buy it once again, on another day, he found that the price had been raised and wanted to know if they have the authority to raise prices, before he files a formal complaint. It is a presumption, that that they have the authority to raise the price, unless there is a resolution issued by the Ministry of Economy to the contrary, and he must refer to the Ministry regarding its resolutions.
91 The customer inquires about his legal right; he purchased tires, and after less than 24 hours of purchase, the customer discovered that there are some defects in the tires. Now, the question is: Does the customer have the right to return the tires to the shop and request a cash refund? The customer is entitled to request a cash refund if it is established that there is a manufacturing defect under a technical report issued by the commercial agent for the tires, or based on the report issued by neutral official authorities (The Ministry’s Agents Committee).
92 The caller purchased 2 mobile phones, on the basis that they will be shipped to another country, but after arriving in the said other country, she discovered that they do not have the same requested specifications, and had to pay the shipping fees once again. Now, what about her right to replace them or to request a refund. Article 10 of the Consumer Protection Law provides, that: “The provider warrants that the goods or services provided to consumers are in conformity with the published and approved standard specifications. The provider shall be responsible for the incompliance with the conditions related to the public health and safety. The complainant shall be required to prove the requested specifications that he claims that they are not available. Article 33 of the Implementing Regulations provides, that: “The provider guarantees the quality of the commodity or the service and that the specifications that he specified or that the consumer required, in writing, to have them existing in such commodity or service. Further, the provider shall warrant latent defects that would cause depreciation of the commodity or service or make the same unusable for its intended purpose, according to its nature or the provisions of the contract concluded between the provider and the consumer.
93 The customer inquires about his legal right that he bought a vehicle from the agency, later the customer added some additions to the vehicle, including lighting, and the customer asked the agency to do some maintenance on these additions, but the agency refuses that because it is not under warranty. What are the customer's rights in this case? Is it true that these additions are not covered by the warranty? It is a presumption - according to the Consumer Protection provisions - that the warranty is a written or implied admission made by the provider or his representative, that the commodity or service is free from defects, and that it pledges to repair any defect or malfunction with the commodity or service that may be detected within a specified period. Therefore, the agency is entitled to refuse to perform any repairs on any additions made outside the agency, as they are originally not warranted by the agency. Hence, shall not be liable for them in any case.
94 The caller has a jewelry shop and inquires if she is entitled to write in the invoice that the commodity may not be returned. It is not permissible to write the phrase “The sold commodity may not be returned or replaced”, because these matters are subject to the Consumer Protection Law and the Implementing Regulations thereof. In addition, there are provisions that govern and regulate such cases in the policies of DED. Should the said phrase be written in the invoice, there is an administrative procedure (a financial penalty) shall be imposed on any company that writes the said phrase, as no agreement may be made contrary to the law or the implementing regulations thereof.
95 The customer inquires about his legal right; he took his car to the garage for maintenance, and upon receiving his car from the garage’s owner, he asked the said owner to give him a six (6)-month warranty period for the parts that have undergone maintenance, but the garage’s owner insists to give him only one-month warranty period. Article 25 of the Implementing Regulations provides, that “.... the provider shall, after performing the repair, specify in the invoice the parts that have been replaced and their prices and whether (or not) such parts are new, used or refurbished. The provider shall cover the labor cost and warrant the replaced parts, where the warranty period for electrical and electronic commodities must not be less than three months and in case of durable goods, six months from the date of delivery of the commodity after repairing it. In which case, the warranty shall not cover any misuse of the commodity”. Hence, a customer must first know what is the maintenance that the provider has performed. Second: what parts that it has installed, and whether they are used, new or refurbished, so that the warranty period is determined for the replaced parts.
96 The customer inquires; he paid an amount of AED 2,300 to reserve a chair at a furniture shop, then the complainant wanted to cancel the reservation, but the shop refused. The complainant states, that less than 24 hours passed since the time of the purchase and the shop stated that if they refund the paid amount, they shall then deduct 10% thereof, is this action legal? It is a presumption, that paying a down payment is an indication that the contract has become (irrevocable), i.e. It is not permissible to revoke it unless it is agreed in writing that the down payment is paid against the contract revocation. In which case, if the purchaser revokes the contract, he will then lose the down payment, and if the contract is revoked by the person who received the down payment (i.e. the merchant or the service provider, he shall return the down payment doubled. Accordingly, the judgment shall be the same, no matter whether the cancellation has been made within 24 hours or not As for the deducted percentage (10%), it is subject to the policies of the shop, and the law does not specify a percentage for the deduction, especially if the merchant - according to the details above details - is entitled to the full amount.
97 The customer inquires about his legal right; he requested the agency to repair a malfunction in his vehicle, according to the concluded warranty agreement, but the agency refused to repair the vehicle, claiming that recently there were impurities in the fuel provided by ENOC, which caused damage to the vehicles' engines. Is it true that there were impurities in the fuel provided by ENOC a while ago? What are the consumer’s rights in this inquiry? Please direct the caller to the Ministry of Economy, given the fact that the matter is related the mechanisms used to check the actual deposition rate in the fuel provided by ENOC (the matter requires a federal resolution). Further, the Ministry has an agents committee, which is a technical committee specialized in cars, that can investigate the matter according to the procedures followed thereby.
98 The customer inquires; he paid AED 2,200 to a car rental shop as a security deposit. Upon handing over the car to the office, they told him that he needs to wait for 15 to 20 days to get the money back. Is this action legal? According to the Department's Policies, if the consumer is obliged to pay a security amount, the rental office must estimate such security amount and the period after which it will be returned, provided that it does not exceed 30 days, and the amount is returned using the same method used for paying it.
99 The caller inquires about the procedure to be followed in the event that she receives a maid from a domestic staff agency, and then finds that she does not work as she should. The caller must read the contract signed between her and the maid, and perform the agreed-on terms (concerning not doing the work). As for the warranty provided for in the contract concluded with the domestic staff agency, it must be perused before giving an opinion, especially with regard to the requirements and qualities provided for in the contract concluded between the parties. Now, therefore, we advise the caller to file a complaint (if the matter is about the warranty period and the maid’s qualities that are different from the ones agreed on with the office).
100 The caller inquires; purchased a car from an agency, and after paying the price in full, he changed his mind requested a refund. Does he have the right to do so? It is a presumption, that he must perform the contract, and if he wants to terminate the contract with the agency, he must prove that there is a fault on the agency’s part, and in the event of a change of mind, the agency cannot be obligated to refund the full amount.
101 The complainant states, that she purchased a table from the shop and after the delivery of the table, she did not like the quality thereof. She contacted the shop to replace the table with something else, but there was no cooperation with her. Now, she wants to know if she has the right to replace the table. According to the Department's policies, the consumer shall not be entitled to a refund or replacement in the following cases: 1) If he changes his mind about the commodity. (Like the case presented in the inquiry). 2) If the commodity is free from any defects. 3) If the same commodity is offered elsewhere at a lower price. Therefore, reference has to be made - in any other case - to the policy of each shop separately.
102 The caller inquires about the specific time period within which it is permissible to recover the security amount paid to a car rental office, According to the Department's Policies, if the consumer is obliged to pay a security amount, the rental office must estimate such security amount and the period after which it will be returned, provided that it does not exceed 30 days, and the amount is returned using the same method used for paying it.
103 The caller inquires about the procedure to be followed in the event that she receives a maid from a domestic staff agency, and then finds that she does not work as she should. The caller must read the contract signed between her and the maid, and perform the agreed-on terms (concerning not doing the work). As for the warranty provided for in the contract concluded with the domestic staff agency, it must be perused before giving an opinion, especially with regard to the requirements and qualities provided for in the contract concluded between the parties. Now, therefore, we advise the caller to file a complaint (if the matter is about the warranty period and the maid’s qualities that are different from the ones agreed on with the office).
104 The caller inquires about the Department's seal affixed to the price list and how she can get it. The caller is required to bring the price list and come to meet the competent person at the Price Control Section (Mr. Essam, Hassan Suliman), and the papers will be then reviewed, checked (whether they are complete or not) and then the Department’s seal will be affixed thereto.
105 The caller wants to inquire about buying women's shoes, but there is a problem with the size. So, the complainant requested a cash refund. The Consumer Protection Policies provide that: “A merchant shall refund the paid cash value in the following cases: 1) In the event that there is a manufacturing defect with the product that is difficult to be repair or replaced. 2) In the event of absence of fitting rooms, or if the consumer does the fitting at another place with the shop’s approval. Therefore, if neither of the aforementioned two cases exists, especially the one addressing the provision of a fitting room, the shop shall not be obligated to refund the paid cash value, especially given the fact, that the consumer has the right to choose among many alternatives of goods and services. The shop shall not be held liable if the size does not fit the customer (unless the shop’s policy provides otherwise.”
106 The caller inquires; If he has the oil of his car’s engine changed outside the agency, will the warranty be then forfeited? According to the Department's policies, the warranty cancellation cases are as follows: 1) In the event that it is provided, in the warranty, that the warranty shall be cancelled or end in the event of misuse. In which case, the provider shall be required to specify such misuse. 2) The failure to comply with the periodic maintenance schedule, as stated in the maintenance manual. 3) To have the maintenance performed on his car outside the agency; at service centers that are not approved by the agent. In which case, the agency shall be entitled to cancel the warranty - according to the contract concluded with the customer - kindly refer thereto.
107 The caller inquires about the price difference on websites, as he purchased a laptop from Coastfm.ae at a price of AED 5000, but he them found the same laptop on another site at a price of 6,000? Does this mean that the product he purchased is genuine or not? In answer to the inquiry, kindly visit the nearest office of the commercial agent for the product and have the laptop checked, and a technical report will be developed, telling whether the device is genuine or counterfeit. As for the prices, the Department has no right to intervene, except when the matter is related to the Ministry of Economy’s resolution on the basic commodities.
108 The caller purchased a refrigerator from a shop, but had a problem with it three times. He asks about his right?? The malfunctions must be known first. If the same problem occurred three times, the caller shall then be entitled to request to have the damaged part completely replaced. But, if the three malfunctions resulted from different problems, the refrigerator shall then be repaired under the warranty, unless it is actually established that there is a manufacturing defect based on a technical report issued by the commercial agent.
109 The complainant says, that one of the customers purchased a pair of shoes from them, and then returned, after 14 days, to replace it. The shoes were used. Now, the complainant inquires about the law that applies in this case. She is not entitled to do so, given the fact that there are policies that govern and regulate the relationship between the merchant and the consumer.
110 The caller inquires if the websites have the right to make certain sale or offers and not do not comply with or cancel them. A consumer complaint must be filed.
111 The customer inquires about his legal right; he paid a down payment to a car dealership for the purpose of buying a specific vehicle. Later he discovered that the vehicle's specifications that they have agreed on are not the same as the one he purchased, and requested refund of the down payment, but the dealership owner refused and required him to purchase another vehicle from his dealership. Now, the question is: What are the customer's rights in this case? In the event of a written agreement concerning the specifications and the dealership’s non-compliance, the complainant shall then be required to file a complaint.
112 The customer inquires about his legal right; whether (or not) the owner of the car rental office has the right to compel him to continue paying the fees until the vehicle is removed from maintenance, this was after having the customer had an accident with the vehicle. Should a vehicle have an accident or any incident of whatsoever kind, the conditions provided for in the insurance agreement between the car rental office and the insurance company shall be the ones to be referred to. Therefore, the consumer shall only incur the deductible mentioned in the car insurance contract and shall not incur any additional charges or expenses - even if this contradicts the agreement between the consumer and the car rental office.
113 The customer inquires about his legal right; he bought a jacket from a shop. Later, after only 30 minutes from the time of the purchase, he wanted to replace the jacket but did not find anything suitable for him. So, he requested a cash refund, but the shop rejected his request. Now, the question is: Does the shop have the right to reject the refund request? Knowing, that the customer did not find anything suitable for him, even at the same price, at the shop. Yes, the shop has the right to reject its request for a refund, especially if there is no problem with the product that was purchased.
114 The caller inquires about her right; she got keratin treatment for her hair at a salon, but it was not good as it should. The salon told her that they could re-apply the keratin hair treatment for her, but she is not assured about it and wants a cash refund?? Article (32) of the Implementing Regulations of the Consumer Protection Law provides: that: “A service provider shall warrant the service it has provided for a specific period of time commensurate with the nature of that service Otherwise, it shall be obligated to refund amount paid by the service recipient, or to provide the service. As for the service provided, the complainant shall be entitled (if the shop acknowledges a default or fault on its part) to request the cash refund or to demand to have the service provided to her once again as it should.
115 The complainant states, that he paid an amount of AED 10,000 as a down payment to the car dealership to reserve a car, but the owner of the dealership sold the car to another person without informing him. Now, he wants to know his rights before filing the complaint. It is a presumption, that paying a down payment is an indication that the contract has become (irrevocable), i.e. It is not permissible to revoke it unless it is agreed in writing that the down payment is paid against the contract revocation. In which case, if the purchaser revokes the contract, he will then lose the down payment, and if the contract is revoked by the person who received the down payment (i.e. the merchant or the service provider). As for the inquiry, if it is established that the consumer has actually contracted on a specific car and the dealership sold it to another person, he shall then be entitled request a refund of the down payment doubled.
116 The caller inquires if the shop has the right to force him to pay for a commodity that was accidentally broken at the shop. The shop has the right to hold the customer liable for compensation for the damage caused by his fault, if the prescribed conditions are met, but each case shall be examined separately - according to the available evidence - and the matter must be considered by the court.
117 The customer wants to know the policies followed by the shops. For example: when buying a product and modifies the same more than once, shall he then be entitled to replace it or not ... It is a presumption, that a merchant is obligated to refund the paid price in the event of a manufacturing defect with the product, that is difficult to be repaired or replaced. In the event of repair, it must be performed three consecutive times for the same malfunction.
118 The complainant states, that he has a car (2015 model) and had an accident with the car, where he was the injured. Then he was informed that the car was sent for repair to the garage. Now, he wants to know whether (or not) they have the right to send the car for modification at the garage or the agency, as the car is 2015 model. It is required to refer to the insurance contract in which determined the amount of the car’s insurance coverage. Also, the complainant is required to refer to the agency and inform it of the matter - in order not to have the warranty cancelled - due to the repairs that have been performed outside the agency.
119 The caller inquires about the warranty, if he deals with one of the websites and they ask him for his credit card number and password. With regard to dealing with websites, he has to be cautious and deal with well-known websites that have actual companies.
120 The customer inquires about her legal right; she bought a product from a shop. Later, she discovered that the shop had deceived her in terms of the price of the product, as she noticed that the price of the product in the market is much lower than the price at which she bought it from the shop. Does the customer have the right to return the product and request a cash refund? According to the Department's policies, the consumer shall not be entitled to a refund or replacement in the following cases: 1) If he changes his mind about the commodity. (Like the case presented in the inquiry). 2) If the commodity is free from any defects. 3) If the same commodity is offered elsewhere at a lower price. Therefore, reference has to be made - in any other case - to the policy of each shop separately.
121 The customer inquires; if she purchases a product from a shop and wants to return it and request a refund, is this permissible? According to the Department's policies, the consumer shall not be entitled to a refund or replacement in the following cases: 1) If he changes his mind about the commodity. (Like the case presented in the inquiry). 2) If the commodity is free from any defects. 3) If the same commodity is offered elsewhere at a lower price. Therefore, reference has to be made - in any other case - to the policy of each shop separately.
122 The caller is from Saudi Arabia and inquires if the shops that give the Alshaya card are entitled to inform her that they cannot get a refund when she returns a commodity, but rather only give her purchase points and add them to the card. It is a presumption, that a shop’s policy is a set of procedure that are completely subject to the seller’s discretion and related to the replacement of the purchased commodity or to getting a refund of the price thereof, in the event that the consumer changes his/her mind about the sold commodity. The matter is related to determining the reason behind returning the commodity and what are the provisions of the law that are in line with such action. So, if the shop’s policy contradicts the provisions of the law, it shall not be applied and the law shall be applied instead.
123 The customer inquires about her legal right; she purchased a medical bed from a pharmacy. Later, she wanted to get a cash refund, given that she did not receive the bed and till now the pharmacy the bed is in the possession of the pharmacy. Now, the question is: Does she have the right to request a cash refund? According to the Department's policies, the consumer shall not be entitled to a refund or replacement in the following cases: 1) If he changes his mind about the commodity. (Like the case presented in the inquiry). 2) If the commodity is free from any defects. 3) If the same commodity is offered elsewhere at a lower price. Therefore, reference has to be made - in any other case - to the policy of each shop separately.
124 The customer bought vitamins from a shop, and after ten minutes returned to the store and requested a refund. The invoice contains a statement, that the purchased products can be replaced within a week, but the shop owner refused. So, the customer wants to know what his rights are. The respondents are obligated to comply with the policy actually announced in the invoice.
125 The customer inquires about the legal right; whether (or not) he is entitled to compel the consumer to pay for a product, if he breaks it at the store while he was walking there. The shop has the right to hold the customer liable for compensation for the damage caused by his fault, if the prescribed conditions are met, but each case shall be examined separately - according to the available evidence - and the matter must be considered by the court.
126 The customer inquires about her legal right; she bought a product from a shop. Later, after less than 12 hours from the time of the purchase, she found the same store selling the same product, but at a discount of 25%. Now, the question is: Does the customer have the right to return the product and get a refund, and then buy the same product again at the discount price? If a contract has been made between the two parties on the price and the price has then been paid, the merchant may not then be requested to deliver the goods at the new price, no matter whether the product is delivered to the customer’s home or not.
127 The caller inquires; he purchased goods. On the next day, the price was reduced before the delivery of the goods to his home. If a contract has been made between the two parties on the price and the price has then been paid, the merchant may not then be requested to deliver the goods at the new price, no matter whether the product is delivered to the customer’s home or not.
128 The caller inquires about the specific time period within which it is permissible to recover the security amount paid to a car rental office. Note: As for this inquiry, the customer inquires whether (or not) the office’s owner has the right to require her to pay petty charges; AED 25, claiming that they are bank charges, against the recovery of the security amount. The Department's Policy provides, that if the consumer is obliged to pay a security amount, the rental office must estimate such security amount and the period after which it will be returned, provided that it does not exceed 30 days, and the amount is returned using the same method used for paying it. The rest of the question has already been answered.
129 The caller inquires; if he has the oil of his car’s engine changed outside the agency, will the warranty be then forfeited? According to the Department's policies, the cases of warranty cancellation are as follows: 1) In the event that it is provided, in the warranty, that the warranty shall be cancelled or end in the event of misuse. In which case, the provider shall be required to specify such misuse. 2) The failure to comply with the periodic maintenance schedule, as stated in the maintenance manual.
3) To have the maintenance performed on his car outside the agency; at service centers that are not approved by the agent.
In the presented case, the agency is entitled to cancel the warranty.
130 The customer inquires about his legal right; he paid a down payment to a car dealership for the purpose of buying a specific vehicle. Later he discovered that the vehicle's specifications that they have agreed on are not the same as the one he purchased, and requested refund of the down payment, but the dealership owner refused and required him to purchase another vehicle from his dealership. Now, the question is: What are the customer's rights in this case? According to the Civil Code and the Department's policies, a merchant shall be obligated to refund the down payment to the consumer.     The commodity’s specifications are different from the ones agreed on with the provider. 2) The provider fails to deliver the commodity on the date specified in the contract. 3) The provider runs out of the commodity’s stock or disposes of the commodity after receiving the down payment (in which case, the provider shall pay twice the received down payment). In the presented case, the merchant shall refund the amount paid if the consumer does not fulfill all the vehicle specifications agreed on in writing.
131 The customer inquires about a car's brakes; whether (or not) they are covered by the maintenance contract, and does he have to pay for the repair and replacement. Kindly refer to the warranty contract to know whether (or not) the part is covered thereby, noting that it is indicated, in the warranty contract (for every part of the car), whether it is covered by the warranty or not.
132 The caller inquires if the websites have the right to make certain sale or offers and not do not comply with or cancel them. Article 27 of the executive regulations of the Consumer Protection Law provides, that: “It is prohibited for any person to advertise a commodity or service in a manner that would, in any way whatsoever, mislead or deceive the consumer). Therefore, the person advertising such commodity or service must comply, in all of his advertisements, with the conditions approved by the Department and the permit Issued thereby.
133 The complainant says, that one of the customers purchased a pair of shoes from them, and then returned, after 14 days, to replace it. The shoes were used. Now, the complainant inquires about the law that applies in this case. The Consumer Protection Policies provide that: “A merchant shall refund the paid cash value in the following cases: 1) In the event that there is a manufacturing defect with the product that is difficult to be repair or replaced. 2) In the event of absence of fitting rooms, or if the consumer does the fitting at another place with the shop’s approval.” Hence, in any other case, the shop shall not be obliged to accept the customer’s request to replace the purchased product or for a cash refund, especially given the fact, that the consumer has the right to choose among many alternatives of goods and services.
134 The customer inquires about his legal right; he has had his car undergone maintenance outside the agency. Later, the vehicle’s system malfunctioned, and the customer wanted to have the vehicle repaired, but he was surprised that the agency had canceled his vehicle’s warranty contract. Now, the question is: Does the agency have the right to cancel the warranty? What actions the customer is required to take in this case? Yes, the agency has the right to cancel the warranty according to the Department’s policies, which provide for the cases of warranty cancellation, as follows:     1) In the event that it is provided, in the warranty, that the warranty shall be cancelled or end in the event of misuse. In which case, the provider shall be required to specify such misuse. 2) The failure to comply with the periodic maintenance schedule, as stated in the maintenance manual.     3) To have the maintenance performed on his car outside the agency; at service centers that are not approved by the agent.
135 The customer inquires; he purchased an electronic device from a website without a warranty, and after 6 months the device stopped working. Is he entitled to file a complaint with the Consumer Protection Section? If the consumer accepts the purchase of a commodity without a warranty and has been actually informed of the lack of warranty, he may not then request the website to satisfy any warranties.
136 The customer inquires about his legal right; he purchased a new a new phone from a company. Later he found out that the device is does not work, and requested a cash refund, but the company’s owner is procrastinating in refunding the paid amount. A distinction must be made between the existing malfunctions. If the existing malfunction is repairable, the customer originally may not request a cash refund, unless the same malfunction has occurred three consecutive times and was repaired (in this case, the company shall be deemed as unable to repair the malfunction).
137 The customer stated that he had a product installed in the car and paid for it an amount of AED 10,000. On the next day, he visited the store and asked him to remove the product from the car, but the shop owner informed him that a deduction in the amount of AED 7,000 shall apply (i.e. shall be deducted from the amount that the customer has paid to the shop).   The first thing to know is, whether (or not) the shop has installed the product, the amount of the losses it has sustained. If the shop has already installed the product, then it is entitled to receive and keep the full amount, especially if the obligation thereon is to provide the service, which obligation it has performed to the fullest.
138 The customer purchased a car from a particular agency. After a while, he found a defect with the car, he referred to the agency to have the car repaired. They asked him to pay an amount of AED 2,000, and after a week they contacted him and asked him to pay an amount of AED 5,000. On the next day, they asked him to pay an amount of AED 17,000 or take the car today and in case he does not receive the car, he will pay AED 20,000.    You are kindly advised to inquire about the reasons for requesting the payment of the above-mentioned amounts, the nature of the defect. Then, we advise you to file a complaint with the Department, to request a technical report and know the actions that have actually been taken from the first day, when the car was handed over to the agency.
139 The complainant went to a shop to buy some items. The shop told him that they will not give him a bag to carry the items he bought, and if he wants a bag, he has to pay for it. The complainant asks, is there a law that provides so. The matter is subject to the shop’s policies and there is no express provision to this effect, but commercial common practice requires that the seller gives the buyer a bag with product, if it is available.
140 The caller states, that the car rental office did not return to her the security amount she has paid, and they are procrastinating returning the said amount. Now, she wants to know her rights against them. If the consumer is obliged to pay a security amount, the rental office must estimate such security amount and the period after which it will be returned, provided that it does not exceed 30 days, and the amount is returned using the same method used for paying it. In the event that the office fails to refund the security amount within the said period, the consumer shall be required to file a complaint, with the Department, against the office.
141 The caller inquires; he purchased tickets from a website, which tickets have been canceled, and he wants to book them again, but does not want to pay the price difference. He is required to file a complaint, to know the details of the cancellation and who cancelled the tickets, the website, or the consumer.
142 The customer inquires about the legal right; she had her car undergone maintenance outside the agency, will the warranty contract be then forfeited? She also inquires; she discovered that the agency deceived her; in terms of the fact that the insurance is free of charge, but she later discovered that the agency has added an amount of AED 6,000 as insurance fees, considering the said amount as part of the vehicle's price. Yes, the agency has the right to cancel the warranty according to the Department's policies, which provide for the cases of warranty cancellation, as follows: 1) In the event that it is provided, in the warranty, that the warranty shall be cancelled or expire in the event of misuse In which case, the provider shall be required to specify such misuse.      2) The failure to comply with the periodic maintenance schedule, as stated in the maintenance manual. 3) To have the maintenance performed on his car outside the agency; at service centers that are not approved by the agent. As for the deception claimed by the consumer, she must prove it and file a complaint with the Department, with which enclosed the supporting documents.
143 The customer inquires about his legal right; the consumer requested cash refund, because an employee of the shop added products, to her order, that she has not originally ordered, which products the consumer has paid for and received. Now, the question is: What is the right of the customer (the shop owner) in this case? The consumer has the right to demand the shop to refund the amount paid against the products she has not actually ordered, and the shop owner must respond to the said request of the consumer.
144 The complainant wants to know his rights against the agency; purchased a car and had a three (3)-month period, and during the said period he detected defects with the horn, engine, etc. Now, they informed him that the car engine will be repaired, and the complainant refused, because the car is new. It is a presumption, that the car is under warranty, and this means that the provider acknowledges that the commodity is free from defects, and undertakes to repair any defect or damage that occurs to the commodity or service within a specific period. The consumer also has the right, if he finds that there is a defect with the commodity (during the warranty period), to demand the merchant to repair the commodity, to replace the commodity with another one, or to request a refund and return the commodity, subject to the nature of the commodity. But when the consumer is requests a refund or to return the commodity, he shall be required to prove the manufacturing defects with the commodity, according a technical report issued by a neutral party.
145 The caller states, that while he was at a mall a company asked him to fill in a form. On the next day, they called him and informed him that he won a prize and a family trip. Now, he wants to ascertain whether the offer and the company are fake or real. The company actually exists and not fake, and the complainant must read the contract carefully before signing, and know his actual requirements concerning the services provided by the company.
146 The caller inquires, she won a prize, but put her nickname on the card and the shop refused to give her the price. The shop has the right to refuse to hand over the prize to any person other than the one actually registered with it, and what the caller raised, that she put her nickname on the card, does not help, as the shop does not know whether the name given by the customer is a nickname or a real one.
147 A salon owner inquires; in the event that the customer refuses to pay the cost of the service provided by the salon, what is the protection measure she should take against the customer. She also inquires; if the customer who refused to pay visits the salon again, what is the measure to be taken against her? The salon owner has the right to demand the customer to pay the cost of the service, and may call the police to collect the amount and file a report to record the facts in a timely manner. Further, she may ask the customer to pay for the service before providing it, and put that as a condition in the shop’s policy.
148 The complainant states, that he sent the puppy (dog) to a shop to be taken care of and then he was informed that, in order to take care of it, they need to wash him, but the complainant refused. They then agreed to admit the puppy and when the complainant left the shop, they called him and informed him that the puppy was washed and he must pay an amount of AED 450. Now he wants to know the action to be taken against them. The complainant must prove his refusal of the provision of the service that was offered to him, and if manages to prove so, then he may refrain from paying for the service that he refused to have it provided to him.
149 The caller requests to be contacted to ask and know about the warranty law that applies to electronic products; whether the warranty period is a year or less. There is no specific warranty period prescribed by the law, it is subject to the policy of the principal product provider.
150 The caller request to be contacted as soon as possible, as he will leave the UAE and inquire if he has the right to request a refund when he returns the commodity, if there is a problem with it and he wants to replace it with another one and he does not find an alternative. The complainant has the right to request to have the commodity repaired according to the warranty policy, unless it is proven that there is a manufacturing defect with the product. In which case, he shall be entitled to request a cash refund or to replace the commodity with another one.
151 The complainant deals with a website, where he contracted with them and paid for the cars, but they did not provide him with the cars and the company is procrastinating. Now, he wants to know the action to be taken against the company before filing the complaint. The complainant has the right to file a lawsuit and claim compensation before the court, and upon filing a complaint, the respondents will be obliged to refund the cash amounts they have received from the complainant - if it is proven that that the respondents have defaulted on their obligation.
152 The complainant stated, that there is a company that contacted him and presented the company’s offers to him and told him how to subscribe to them. Now, the complainant wants to know how such companies get his phone numbers. The caller is required to provide us with the name of the company’s trade name, to verify whether it legally exists or not, and the necessary actions will be taken concerning the breaches committed thereby, as they contradict with the Department's instructions concerning the impermissibility of telemarketing.
153 The caller inquires if a customer has the right to recover the remainder of the price of a commodity that he replaced with another cheaper one. A reason for replacement must be given; was it a kind of help, or was there a legal reason or justification for the replacement; this has been outlined in the above inquiries.
154 The caller inquires; he requested a maid from a domestic staff agency and paid a down payment, but the agency kept delaying sending the maid under various pretexts?? He wants to know a certain way to deal with them and urge them to send the maid. As for the down payment, if they have agreed in writing on a specific date for sending the maid, and the agency failed to send the maid thereon, then the consumer may take double the down payment. As for the reports and complaints on such agencies, concerning the servants, they was referred to the General Directorate of Residency & Foreigners Affairs
- Dispute Resolution Department in Aweer or Jafiliya, concerning the matters that are not related to service provision.
155 The complainant purchased a mobile phone (iPhone 6) from a shop and found a defect with the phone and went to the shop to replace it or request a cash refund, but the shop did not cooperate with her. So, she inquires before filing a complaint. The defect must be checked first; whether it is a manufacturing defect or a repairable one. If it is proven, based on a technical report, developed by a neutral party that the phone has a manufacturing defect, the shop shall then be obliged to replace it or refund the paid price (it is up to consumer). But if the defect is a repairable one, the shop must provide warranty service - according to the policy agreed on between it and the consumer - and shall not be obliged to refund paid price.
156 The customer purchased chairs from a shop, and after having the chairs delivered, he found scratches on the chairs. He contacted the shop for a replacement, but they informed him that the chairs will be delivered within four months [sic] and did not cooperate with him. Now, the customer wants to know his rights. The complainant must first examine all the products that were delivered to him, and in the presented case and before deciding on it, the second party must also be heard and the papers and documents must be checked. Therefore, we advise him to file a complaint with the Department.
157 The caller inquires in general about the restaurants that raise prices on the occasion of New Year ... Is this legal and do they have the right to do so? The inquiry must be submitted to the Ministry of Economy to verify whether (or not) they have violated the resolutions of the Minister of Economy (if any) concerning fixed prices. As for whether they are fair, low, or high, this matter is subject to the law of supply and demand.
158 The customer inquires about her right; she has a client that purchased a product. Later, she requested a replacement and her request was accepted, but she discovered that all the products she has at the shop have scratches. So, she asked the client to get a refund, but the client refused and claimed a compensation. The matter is, a claim raised by the shop against the client, which falls within the jurisdiction of the courts or the police, as it is stated in the written facts that the claim is raised by shop owner against the client.
159 The caller inquires; whether (or not) the shops are entitled to refuse payment with a credit card if the paid amount is small (less than AED 20). The matter is subject to the policy of the shop, especially if there will be fees imposed on payment with a credit card.
160 The customer inquires about his legal right; he purchased a camera from a shop. Later he discovered that there are some scratches on the camera lens. He contacted the shop owner, who denied the existence of the scratches and claimed that there was no defect with the camera when he handed it to the customer. It is a presumption, that the product is examined before leaving the store, as the product will then be in the custody of the consumer. Accordingly, the complainant must prove that he received the product with the said scratches.
161 The customer inquires, as an owner of a delivery company, is it legal to deliver food that contains alcohol or pork derivatives? The competent authorities must be referred to, especially for a question about prohibited items and goods, such as the police and the municipality. If they are prohibited by a decision issued by a competent authority, then he must refrain from delivering them.
162 The complainant states, that she purchased a drawer unit, but she found insects inside it. Now, she wants to know her rights, if it is considered a manufacturing defect and whether the Consumer Protection Section is the competent body or not. According to the Implementing Regulations of the Consumer Protection Law, a defect is any defect in the design, processing, or manufacturing of the commodity, or when the purchaser finds that it does not fit him or discovers a deformation or damage therewith, that occurs or the consumer detects before or while using it, or that results from the commodity’s non-conformity or insufficient compliance with the approved standard specifications, the warranty, or the specifications announced (or must be announced) by the provider, or with any confirmation or announcement connected or affixed to the commodity.
163 The caller inquires about the price of the round baguette; AED 3.5 is its fixed price or it is overpriced. The question must be submitted to the Ministry of Economy to check the price list and whether (or not) it has a fixed price.
164 The complainant states, that she sent the clothes to a laundromat and they lost the clothes. Now, she wants know her rights before filing a complaint. In the event that the clothes are damaged, lost, missing, have change in their colors, the laundromat shall compensate the customer for the product through paying an amount equal to at least 10 times the fees of the service, unless produces a certified valuation that shows a higher value of the product with which enclosed the purchase invoice.
165 The customer wants to know if there is a new law issued that provides for selling Masafi water at restaurants at the same price offered by shops. The price may vary, especially since there are food and drink catering services fees added to the price of the product, but if the bottle is priced and the price is written on it, then the price may not be increased to be higher than the announced one.
166 The customer purchased a mobile phone from a shop. On the next day he found a defect with the phone, and there was a 24-hour warranty given by the shop for the phone, but when he visited the shop, they refused to cooperate with him. A complaint must be filed, to verify the warranty period, and to contact the shop - if it is established that they failed to satisfy the agreed-on warranty.
167 The customer states, that he went shopping at shop and the complainant asked the shop to bring the item he picked, but they told him that it is not available, but if he wants it, he can pay for it and they will order it for him, is this action legal? There is nothing that prevents such agreement, as long as the item is not actually available at the shop and the shop will actually order it.
168 The caller wants to know whether (or not) the product he is going to import from abroad has an agent in the UAE. He has to refer to the Ministry of Economy to have his question answered.
169 The caller states, that a salon provides its service against fixed fees throughout the year, but in the beginning of the year they added additional fees. The salon is to be checked, whether (or not) they have obtained the Department's approval to raise the prices or not. The salon is obliged to announce the prices of the services it provides, and should they do not cooperate, a complaint must then be filed to verify the actual prices.
170 The caller inquires; he purchased a cooker from a shop and after using it for 6 months it malfunctioned, and the shop replaced the cooker for him. Now, he wants to inquire about the new cooker, will the warranty period be renewed for an additional year. The one-year warranty period shall expire by the end of the first year of the warranty period, i.e. the warranty period will expire by the end of the remaining six-month period of the warranty period and not a new year.
171 The customer inquires; she rented a car from a car rental office, and had an accident with the car. Now, she inquires about who should determine the cost of the car repairs? The car insurance contract must be referred to, as it provides for all terms related to repairs, who shall cover the costs thereof and the deductibles, and in the event that there is no cooperation, a complaint must then be filed.
172 The customer wants to know, whether (or not) a restaurant is entitled to add additional charges on the invoice on their own. First, you have to let us know what are the additional charges and what is the name of the restaurant. So, a complaint has to be filed to investigate the matter before giving an opinion.
173 The customer states, that a client returned to him items that he has previously bought, and requested to get a refund of the amount he has paid using a credit card, and this happened when there was a sale at the shop; “buy one and get one free”. Now, he inquires, does the client have the right to request a refund? We need to first know the reason behind the refund request, is there a manufacturing defect with the product or there is a policy applied by the shop that permits so. In both cases, and in the event that either of them is established, the shop must refund the amount. But, if the client is originally not entitled to request a refund, this is subject to the shop’s policy. What matters is to know the reason why the client wanted to return the product and request a refund (is there a legal justification for his action or not).
174 The customer inquires about the situation; if she buys a brush (Brand: Teresa), and the company that produces this brush has relations with non-Muslim and anti-Islam countries.   The matter is to be referred to the Ministry of Economy.
175 The caller inquires; Is she required to pay the full amount to the wedding service office before the wedding ceremony?  The matter is subject to the agreement concluded between the parties, and there is no law that specifies a percentage to be paid before or after the wedding ceremony, but we advise to write a contract that provides all obligations of the parties towards each other.
176 The customer inquires; if a restaurant is entitled to impose taxes on her and claims that they are taxes for the municipality? Are there taxes imposed in the UAE? There are fees imposed by the municipality, and the question has to be addressed to the municipality, as it is the competent authority; to know the amount of such fees and the mechanisms of imposing them.
177 The caller inquires; if the schools have the right to deduct an additional amount when paying their fees using a credit card. According to the most recent decision issued by the Consumer Protection Department, a school may not impose addition charges in the event of using a credit card for payment.
178 The caller has a shop and inquires; if she has the right to inform the clients or record in the invoice, that they shall not be entitled to return the commodity after buying it; only during the festival’s period. First of all, it should be noted, that there are cases provided for in the Consumer Protection Law, where the merchant shall be obliged to accept the return of the commodity, especially if there is a manufacturing defect therewith or a defect that is not repairable. Hence, writing on the invoice or informing a consumer that he/she may not return a commodity, as mentioned above, is impermissible. For more information about the said cases, kindly peruse the Blue Book published on the website (the caller did not mention the economic sector she works in, to state the cases for her).
179 The caller inquires; if goods have been supplied to a company and it failed to pay the amount due therefrom. Now, he wants to know, did the company take a legal action when refrained from paying the due amount to him, and what is his right? He has to file a complaint with the Business Protection Department, to examine the case and the reasons why the said company refrained from payment, and ... (We do not know what legal action the caller is talking about)
180 The customer inquires about his legal right; if the owner of a dry clean establishment lost a very expensive suit that worth AED 10,000, and the owner of the establishment offers him an amount of AED 660 as a compensation. According to the Department's policies, in the event that the clothes are damaged, lost, missing, have change in their colors, the laundromat shall compensate the customer for the product through paying an amount equal to at least 10 times the fees of the service, unless produces a certified valuation that shows a higher value of the product with which enclosed the purchase invoice. Therefore, the complainant is required to produce a proof of the value of the product, with which enclosed the original invoice thereof.
181 The complainant states, that he sent his bicycle to the agency for repair, where they procrastinated and delayed in modifying the bicycle, and informed him that the spare parts are not available and they need him to bring the parts. The complainant order the parts from abroad and paid for them an amount of AED 395, but the agency is supposed to secure them (and not the complainant). Now, he wants to recover the amount he has paid and to have the bicycle modified without procrastination, so that they take the time needed to modify the bicycle, and he has already secured the parts they need. He has to file a complaint to have the case examined, given that the agency is obliged, according to the law, to secure the spare parts of the commodity for a five-year period. We do not know the reason behind the delay; it may be because the goods are not actually available in the UAE. So, we advise the complainant to file a complaint.
182 The customer states, that he sells furniture and has sold furniture to a consumer, but he did not hear from the said consumer for a two-year period, and he did not receive the goods. The goods were then sent to the warehouse, and the consumer reported that now there is some damage with the goods. Will he be held liable? The merchant has to send a notice to the consumer, to notify him that he has performed his obligations; to secure the goods (furniture) and that the consumer is required to receive them within ....... (a specified period). Otherwise, the merchant shall not be held liable or bring the matter before courts.
183 The caller inquires; he had an accident, in which he was the injured party. When he had his car repaired, he discovered that it has been repaired using used spare parts. Now, he wants to inquire, do they have the right to do so? Article 25 of the Implementing Regulations of the Consumer Protection Law provides, that: “A provider shall, before making any repairs or modifications to the commodity, inform the consumer in writing and free of charge, of the estimated cost of the repairs and the period the repairs will take to be performed. The provider shall also be required, after performing the required repairs, specify (in the invoice issued thereby) the parts that have been replaced, the price thereof, and whether they are new, used or refurbished. The provider shall cover the labor cost and warrant the replaced parts.” Therefore, the party performing the repairs shall be required to inform the consumer of the parts that it will replace, and whether they are new or used.
184 The complainant states, that she agreed to purchase birds of a certain species, and since ordering them in September, she only received them in December. A week later, a bird was sick. So, they replaced it with another one until it receives the necessary medical treatment. A month later, the other bird died. Now, she wants to know her rights. She has to produce what proves beyond reasonable doubt, that the bird was sick before the delivery, by a veterinary medical report issued by a government body, for the caller to be able to get a refund.
185 The caller inquires; if the restaurants are entitled to add Salik fees, as additional charges, to the invoice amount. It the restaurant has announced so, it may add Salik fees to the invoice amount.
186 The caller inquires, if it is permissible to require the company to repair the products if the warranty period has expired, in the event that the customer wants to pay for the repairs. He wants to be contacted via email. The company may be requested to provide repair services and be paid the due amounts.
187 The caller inquires; he purchased an HTC mobile phone. Then he went to the shop and asked them for documents that confirm that the phone is genuine and other documents that state that it has been manufactured by the manufacturer’s factory. The complainant has to contact the commercial agent for the product in the UAE, to verify whether the phone is genuine or not. Should the phone be proved to be counterfeit, we advise the complainant to file a complaint, in order to have the necessary actions taken.
188 The caller inquires; she received a maid from a domestic staff agency. After less than two months, the maid absconded. Now, she inquires, is she entitled to request a refund from the agency? The written agreement concluded between the parties must be referred to and a complaint must be filed with the General Directorate of Residency & Foreigners Affairs, concerning the maid’s abscondment.
189 The caller inquires; does groceries existing at public parks have the right to raise product prices?  The entities that increase product prices compared to the announced prices shall have pay violations. As for the price matter, it is subject to the law of supply and demand. The Ministry of Economy may be referred to for any inquiries about the prices determined thereby and whether (or not) the prices offered by the shop are different.
190 The complainant states, that he had his mobile phone repaired at AXIOM on the last day of the warranty period. After receiving the phone, the same malfunction occurred. The complainant then asked them to repair it, but they requested him to pay an amount of AED 1,500 for the repairs. It is better to file a complaint, to decide on the matter based on the technical report.
191 The customer inquires about her legal right; she booked a yacht for one night and paid for it. Later, and due to the bad weather, the reservation was cancelled, what her rights are in this case, in terms of her entitlement to request a refund. The customer is entitled to request a refund, if the respondents have cancelled the reservation or to provide the service to her on a different date.
192 The caller inquires about the new law; concerning the deduction of 2% in the event of paying an amount to an educational institution using a credit card. It is impermissible, based on the resolution issued by the Department of Economic Development.
193 The caller inquires; he purchased a car from AL TAYER Agency. The he found that there is a problem that repeatedly occurs. The agency repairs the car under the warranty every time. Now, the warranty period will expire and he wants to know his right after its expiry, as the problem is originally a manufacturing defect. He has to produce a proof of the claimed manufacturing defect, and it is possible to have the car checked by the Agents Committee of the Ministry of Economy.
194 The customer recruited a maid through a domestic staff agency, and paid AED 17,000. The maid was not acting as she should and the warranty period expired. The complainant then requested a refund and they told her that they will deduct an amount of AED 3,000. The contract between the parties must be referred to.
195 The caller wanted to rent a car from a car rental office, but the office requested his passport and an amount of AED 2,000 as a security amount. Is this action legal? According to the law, they may not hold the ID card or the passport. As for the security amount, the consumer has to pay it before using the car.
196 The customer inquires about the legal right; concerning the type of water that restaurants have to provide to their customers, and whether (or not) it has to be mineral water? She has to contact the municipality.
197 The customer inquires about the legal right; he requested the shoemaker to make three pairs of shoes for him. Later he found that they are not good at all and that the shop owner failed to comply with the sizes he mentioned. Now, he wants to know his legal right in this case. The complainant is entitled to request the shop to modify the size, and should he fail to provide the service as agreed, the shop shall be then required to refund the paid amount.
198 Inquiry about the winners of the draw in the Islamic ground meat package, as I found the Consumer Protection phone number printed on the package. In the event of any complaints received concerning the offer, a complaint must be filed with the Promotions and Events Department.
199 The caller inquires; if a wedding hall has the right to request him to pay 55% of the contract price, in addition to forfeiting the security amount, in the event of cancelling the contract because he was going through circumstances that led him to cancel the wedding. The contract executed between them must be perused and a complaint must be filed to prove the compelling circumstances that prevented him from holding the wedding ceremony.
200 The complainant purchased a device from International Electronics Co. and paid an amount of AED 1,000 as an advance payment, and agreed with them that she will pay for the device in monthly installments. On the next day, she visited the shop and requested to return the device, but they refused. The contract executed between the parties must be perused first. Also, the customer may not request a refund if there is no problem with the product.
201 The customer inquires about her legal right; she purchased a diamond ring from a shop. Later she lost the ring’s lock. Now, what are her rights in this case? Is she entitled to request the shop to replace the ring for her? She is not entitled to replace the ring, as long as she was the party that lost the lock. Moreover, the shop’s policy must be referred to in this case.
202 A shop owner inquires; one of the clients purchased goods more than a year and half ago. Since then he did not return to take the goods after contacting him several times. Now, the shop owner wants to know his rights in this case, for fear that the goods may be destroyed or damaged and the client claims a compensation for the goods. The caller has to address a legal notice to the consumer, concerning the goods, to inform him that he wants to deliver the goods, and then bring the matter before courts to decide thereon.
203 A customer inquires about the service fees imposed by some shops that warrant the products they sell for life. First, the warranty policy must be referred to, to know whether it only covers the spare parts or cover the repair charges.
204 The caller inquires; whether (or not) the client is entitled to request a refund for a commodity that he has purchased from a shop, but he does not have an invoice. The shop cannot be obliged to refund the paid amount without a proof of the existence of the contractual liability with him.
205 The caller purchased a diamond ring in 2003 and wanted to replace it because its size was tight. So, he went to DAMAS to have the ring valuated, but they refused to valuate it and told him that they delete the data every 7 years, and also because the complainant does not have an invoice. This is a shop’s policy and we cannot oblige them to re-purchase the ring or valuate the same at the same value that the caller desires.
206 The customer inquires about his legal right; he purchased a smart watch. Later he discovered a defect therewith. He requested a replacement, but the company insists to repair the watch. He is not entitled to request a replacement, unless he proves that there is a manufacturing defect with the watch, and the cases thereof have been previously mentioned.
207 The caller sent him to the hospital, and they refused to give him the medical report. Now, he inquires; does the hospital have the right to refuse to give the caller the reports of his son’s check.  Kindly refer to the Health Authority to demand the hospital to give him the medical report.
208 The caller inquires; can he request a refund if he did not receive the furniture he has purchased and will be delivered to him in the next month (February)? If the delivery date has been agreed on and the shop did not change it, then he may not request a refund, unless the shop’s policy provides otherwise.
209 The customer inquires about his legal right; an agency sold a vehicle to him which had an accident before, but he was informed of the said accident only at the time of purchase.   The complainant must file a complaint and produce all evidence to peruse them first, and mention the accident’s date, as the matter will be different if the car was new or used. In any case, the complainant is entitled to get the difference between the paid amount and the price of a car that have had an accident.
210 The complainant purchased a used car but still under warranty. When he went to have some repairs, they told him that he needs to pay an amount of AED 500, because he is not the first owner. Now, the complainant asks whether (or not this action is legal). Also, the prices they offer are high. Further, is a car owner required to pay for the labor cost when he has his car repaired under warranty? Kindly refer to the warranty contract of the car. Generally, most of the agencies do not cover the cost of consumable spare parts, which is paid by the customer. Accordingly, the purchased car’s warranty contract must be read first.
211 The customer purchased a used car from a car dealership. Upon receiving the car and having it checked by competent bodies, he discovered that the car had four accidents before, but the dealership failed to inform him of the said accidents. When he referred to them, they said that he can replace the car, but he only wants to get a refund. The purchaser is entitled to request a refund, especially if he did not use the car. Therefore, he has to file a complaint, to verify the evidence he has.
212 The caller inquires; she received a maid from a domestic staff agency. After a month, the maid refused to work. So, the caller returned her to the agency, which procrastinate refunding the paid amount, stating that they will deduct an amount of AED 2,000 from the paid amount. Does they have the right to do so? You must refer to the contract executed with the agency, and check whether the said clause is there or not.
213 The caller inquires; if the shop is required to secure spare parts for the products it sells, as he purchased a pair of glasses and then returned to the shop to have it repaired, but he discovered that there are no spare parts for the glasses. The first thing to be investigated, is whether the commodity is covered by a warranty or not. If there is a warranty, the shop shall then be obliged to secure the spare parts. It is better to file a complaint to investigate the matter.
214 The customer inquires about his legal right; he bought a shirt from a shop. Later, he wanted to replace it because the size did not fit him. When he visited the shop, he found that the shirt is on sale. So, is he entitled to request to recover the remainder of the amount he has paid after seeing that the shirt is on sale? It is a presumption, that a commodity may not be replaced because of the size, as it is the consumer’s responsibility, unless the shop’s policy provides otherwise. So, should the shop’s policy be found to permit so, the consumer shall then be entitled to claim the remainder of the amount recorded in the invoice.
215 The customer inquires about his legal right; he purchased a silver craft piece. Later, he wanted to replace it, but the shop owner required him to accept a price that is lower by 30% of the purchase price. It is a presumption, that as long as there is no actual problem with the commodity, that makes it unusable or causes its value to be diminished, the consumer may not replace it. But if the reason for the replacement is that the consumer has changed his mind, then he should refer to the shop’s policy.
216 The complainant states, that she recruited a maid from a domestic staff agency, but she was then informed that the maid has been returned. When she inquired about the reason, they informed her that the person who applied to recruit her changed his mind and decided to return her. The complainant also stated, that after taking the necessary actions and applying for the visa, and after a while, she found that she has a tumor under the hand, and the maid procrastinates her work, and reported that the agency swindled her, when they told her that the maid has been returned twice and not once, and she is also sick. So, the complainant requested a full refund. Kindly refer to the contract executed with the agency, to know the warranty period and compare it with the dates on which the maid was returned. Also, the complainant may file a complaint with the General Directorate of Residency & Foreigners Affairs - Dispute Resolution Office.
217 The caller inquires; is it permissible to recover the down payment? We have previously replied; concerning the cases where it is permissible to recover the down payment.
218 The caller inquires; if he rents a car and then the engine thereof malfunctioned. The car rental office requested him to pay part of the cost of the repairs. Now, he wants to know his rights in this case. The consumer is not obliged to pay any cash amount except up to the deductible provided for in the insurance policy of the car, and it is better to file a complaint to investigate the matter.
219 The caller inquires; he paid a due amount using a credit card to company, but the company called him after a whole year, telling him that they did not receive the amount. Is this action legal? A proof of payment must be submitted, and the bank can be referred to issue such proof.
220 The caller inquires; if shops are entitled to require a customer to purchase a purchase voucher package and force him to do so, as he referred to a shop to purchase Salik card and they told him that they cannot sell the card solely, but there is an offer with the card; purchase vouchers with an amount that is larger than the card’s original price. This may not be enforced, according to Article 14 of the Consumer Protection Law, which provides, that: “No provider shall conceal any commodity or refrain from selling it intending to control the market Price. The provider shall not enforce purchasing certain quantities thereof or buying other commodities there therewith or to collect higher price than the announced one”, considering that the commodity can be purchased from other places.
221 The caller inquires if a customer is entitled to claim the expenses incurred in applying for and obtaining the visa of a maid that refused to work and was returned to the domestic staff agency. Kindly refer to the contract, given that - generally - the provider shall refund the amount that was paid by the service recipient, or provide the service appropriately, if there is a default on its part.
222 The caller inquires about the right of a customer, if she visited a salon and requested to have natural hair installed, and then discovered that half of the installed hair is natural and the other is artificial, and the salon did so without informing her.   It is a presumption, according to the provision of Article 33 of the Implementing Regulations of the Consumer Protection Law, that the provider shall guarantee the quality of the commodity and the service, and the existence of the specifications specified or required by the consumer in writing. Therefore, the caller has to prove that she has requested natural hair (in writing) and also prove that only half of the hair that was installed is natural, based on a technical report issued by a neutral party, such as the Health Authority or the Municipality.
223 The caller inquires about the action to be taken by the Consumer Protection Department against the pharmacies that sell medications after one week after their expiry date, as he visited a pharmacy and purchased medications to be used over a three-month period. After that, he discovered that the medications will expire after one week only, and the pharmacy failed to inform him. Kindly file a complaint with the Health Authority in investigate the matter.
224 The caller inquires; he purchased a car (Brand: Porsche) from a dealership and not from the official agent. Now, he wants to know his rights concerning the warranty; whether (or not) he is entitled to have the car repaired at Porsche agency, as they told him that he shall be entitled to do so only for the first three-month period. The matter is related to the purchase contract and the warranty. The complainant has to first verify the information from the agent before signing the contract.
225 The customer inquires; whether (or not) a car rental office owner is entitled to request or hold the passport of the customer to let him rent the vehicle. It is not permissible, according to the law, to hold the ID card or the passport (it is possible to pay a security amount). In this regard, kindly refer to the Police, being the competent authority.
226 The customer inquires about his legal right; he wanted to have the periodic maintenance performed on his vehicle over two periods, where part of the maintenance performed in the current month and the other performed in the next month, but the person in charge at the agency refused, claiming that the warranty shall be cancelled in that case. Kindly refer to the maintenance contract and the instructions provided therein, and whether (or not) the company’s policy provides so or not, especially if the matter is related to the number of kilometers that the car has to travel before performing repairs thereon.
227 The caller inquires; does a car rental office has the right to require the caller to pay for the repairs even of the car is insured. It is not permissible, as the obligations contained in the insurance policy shall be applied. This questions has been previously answered.
228 The caller inquires; whether (or not) the shop is entitled to demand a sum of money as a price for things that her children have broken at the shop. Claiming compensation for damage falls within the jurisdiction of courts, and the shop shall not be obliged not to claim the same.
229 The caller inquires about her right; she bought an item from a shop and upon receipt, the shop called her and told her that the price on the product was wrong. The complainant is entitled to submit evidence (of the offered price and the purchase price), which evidence will be verified and the shop shall be obliged (according to the established facts) not to demand the complainant to pay any excess amount.
230 The complainant states, that the company delivers orders of bodybuilding products, such as proteins through a company, where the complainant requested to pay for them using a card, but he was informed that he may only pay in cash, and the company’s information, when he searched for it did not appear in the system. Now, the complainant wants to know whether (or not) the company actually exists or not, before dealing therewith. Kindly check the matter with the Licensing or Inspection Department, which is responsible for verifying whether a company actually exists or not (we do not know which system he speaks about).
231 A center states, that a woman handed over to them items for maintenance, and for a whole year she did not come to pick them up. Her phone is always switched off. So inquires about the situation. The caller has to send a legal notice to the owner of the items and bring the matter before courts in a summary case to complete the case filing procedure.
232 The caller inquires about his legal right; he purchased a vehicle from an agency. Later, couple of days after the purchase, he discovered several faults in the vehicle. Now, what are his rights as a consumer in this case? The complainant is entitled to request the agency to satisfy the warranties entrusted thereto by virtue of the warranty contract, and the complainant is entitled to request a refund or replace the commodity "if the manufacturing defect is proven". This question has been previously answered.
233 The customer inquires about her legal right; she handed over the vehicle to a garage for maintenance. Later, she discovered that the vehicle has many faults that were not present in the first place, and the garage owner is asking for exaggerated amounts for nothing. The faults, for which the car underwent maintenance, must first be verified; pursuant to the provision of Article 25 of the Implementing Regulations of the Consumer Protection Law, “the provider shall, before making any repairs or modifications to the commodity, notify the consumer in writing and free of charge of the cost estimated thereby for the commodity’s repair and period of the offer). It is better to file a complaint to verify and prove the faults.
234 The caller inquires; whether (or not) there is a specific amount for companies in the event that he requests a security amount for providing a specific service, as he requested a service from a company to extend the air conditioning service to his shop, but the company requested an amount of AED 15,000 as a security amount. We know that there is no (specific security amount) provided for in the law, and the matter depends on the agreement and the contract concluded between the parties as long as there is no monopoly in providing the said service.
235 The customer purchased a car from Dodge agency, but he found a manufacturing defect with it. So, he took the car to the agency for repair. Now, he wants to know whether (or not) he entitled to request a car to use over the repair period. Article (11) of the Consumer Protection Law provides, that: “Subject to the provisions of Federal Law No. (18) of 1981 Concerning the Organization of Trade Agencies (as amended), every commercial agent or distributor shall be obligated to satisfy all the warranties provided by the producer or the principal for the commodity subject of the agency.”
Further, it shall also be obliged, when it becomes involved in the satisfaction of the warrantees provided for in the preceding paragraph for a period exceeding two weeks, to provide the consumer with a similar commodity that it uses free of charge until the agent satisfies the said warrantees.” Therefore, if the repair period exceeds 14 days, then he shall have the right to demand to be handed over an alternative car over the repair period.
236
It is a presumption, that contract-related matters fall within the exclusive jurisdiction of courts, but with regard to consumer protection, the contract concluded between the parties thereto will be perused and referred to, and there shall be attempts to resolve the matter amicably. The procrastinating party shall be obligated to complete its obligations as quickly as possible (and no compensation may then be adjudicated, as the matter falls exclusively within the jurisdiction of courts.
237 The customer inquires about his legal right; he bought a tap from a company. Later, upon installation, he discovered that there was a defect therewith, and the company insisted to perform maintenance on the product, instead of replacing it. Please check the existing warranty contract, based on which the product was bought (it is a presumption, that as long as the defect found can be repaired, the shop is not required to replace the product).
238 The complainant requested a car spare parts company to purchase for him a specific part from abroad in order to install it in his car. The said company is the agent for this product in the UAE, but when they brought the part it did not fit the car. So, they informed him that they will return it again to modify it. Now, the complainant requests a refund, is he entitled to do so? Yes, the complainant has the right to request a cash refund in the event that the part is not provided with the same written specifications, pursuant to the provision of Article 33 of the Implementing Regulations, which provides, that: “The provider guarantees the quality of the commodity or service and the existence of the specifications that he specified or that the consumer required, in writing, to have them existing in such commodity or service.”
239 The complainant inquires; whether selling counterfeit products is legal or not? and what are the legal action to be taken if it is illegal?? Selling counterfeit products is prohibited, especially if there is an infringement of the intellectual property rights of the trademark. As for the actions to be taken, the Department shall seize the counterfeit goods and dispose of the same, according to the governing law, through destroying or disposing them of. Further, the Department shall impose financial penalties on commercial licenses, and the actions, if the matter is repeated, could ultimately be to close down the establishment.
240 The complainant wants to know if the domestic staff service prices are determined for domestic staff agencies, as she noticed that the prices are higher at some agencies and lower at other agencies depending on the nationalities. There is no law that regulates domestic workers’ service prices (the market is subject to the law of supply and demand).
241 The customer stated, that he was at the restaurant, ordered some food and the invoice contained the municipality fees. He wants to know, is this legal? Yes, there are the so-called municipality fees, and the municipality asks for the fees determined thereby as per the decisions issued thereby.
242 The customer inquires about her legal right; she ordered a dress from the shop and did not receive it. Later, on the same day, the customer canceled the purchase because of a death situation, and she requested a cash refund, but the shop owner required deducting half of the amount. The matter depends on the announced policy of the shop, but if there is no announced policy, then the contract may not be terminated, as long as the parties thereto agree. As for personal circumstances, the shop is not obliged to consider them.
243 The caller inquires; if car parks may raise the prices, as the Health Authority parking lots fees have been increased from AED 10/hour to AED 20/hour. There is no law that provides for specific prices for parking lot hourly fees. Accordingly, the matter is subject to the law of supply and demand.
244 The customer inquires; how could tire dealer authorized in the UAE sell tires without providing a warranty. It is a presumption, that a warranty shall be provided for the sold goods, unless there is an agreement between the seller and the buyer that the seller shall not warrant the commodity. Kindly file a complaint for further information.
245 I’m inquiring about the body or authority responsible for standards and metrology in your country or the body responsible for examining the products imported into the UAE, as I have some information and many doubts about a carcinogenic chemical compound that is used as part of the formulations of one of the products that many families use in their daily lives. Thanks in advance. The authority responsible for the standards is Emirates Authority for Standardization and Metrology (ESMA) which has a website with all the contact information published thereon. As for the chemical compound, kindly refer to the Health Authority and the Municipality to inquire about the compound.
246 The customer inquires; that he purchased a car from a car dealership, which car, he thought, was new but later the complainant found out that the car has metal rust. What is the legal action to be taken? The legal action to be taken, is to send the car for examination to a neutral technical party (the Ministry's Agents Committee) to prove what he claims and then file a complaint.
247 He bought a pair of shoes from a shop and found that its quality is not as he desired and that there is a manufacturing defect with it. So, is he entitled to get a cash refund? If the manufacturing defect is proven, he shall then be entitled to request a cash refund. Each case shall be examined separately. (If the pair of shoes has an actually-existing brand, we propose to send the pair of shoes to the agent to develop a technical report to prove the manufacturing defect), the matter could be just that the complainant misused the product.
248 The customer inquires about her legal right; she faced many problems with her new vehicle, and she has sent it for maintenance more than once, yet the problem is still unresolved. Now, does she have the right to request to have that vehicle replaced with a new one? Before judging the complainant's entitlement to request replacement of the vehicle, the manufacturing defect with the product must be proven by a neutral technical party (the Agents Committee).
249 The caller inquires; if the customer has the right to replace a car or request a refund in the event that he purchased a car and discovered that there are many defects with it although it is still new. Before judging the complainant's entitlement to request replacement of the vehicle, the manufacturing defect of the product must be proven by a neutral technical party (the Agents Committee)
250 The customer inquires about her right; she requested a particular shop to design furniture for her, but the materials were not of the good quality she wished to have. The matter must be proved by the contract signed by the parties (in case it is proven), she shall then be entitled request to have the obligation performed, and in the event that the shop fails to provide the agreed-upon specification, she shall be entitled to terminating the contract.
251 The customer inquires; whether the agency has the right to state that the warranty does not cover consumable parts such as tires and brake pads, even though the warranty contract provides that the warranty cover the entire car. He says that agencies refuse to replace them under warranty. It is known that all the existing agencies do not warrant the consumable parts. If what the complainant actually claims about, he must file a complaint and produce evidence, and the decision will be taken according to the agreement between them.
252 The customer inquires; what is the legal action to be taken against a person who sells food from inside his house without a license?? This is forbidden by law, and in the event that evidence is produced to prove such case, the matter will then be brought before inspection department and the violator will be referred to the Food Control Department at the Municipality to complete the necessary procedure.
253 The customer inquires about her legal right; she purchased a sofa from a company. Later, she discovered that the sofa contains some dirt from the inside, and the customer wants to know whether she has the right to request a replacement. A complaint has to be filed for further clarification.
254 The complainant states, that he bought chickens from an Islamic chicken company, and when he opened a chicken bag, he found that there was a draw card that he won, which worth AED 44,000, together with a prize. Now, he wants to know if the prize is real or not.   The documents must be submitted to the Department, and the Events and Promotions Department should be referred to, to verify the matter.
255 The customer inquires about his right; he handed over his clothes to a laundromat which damaged the clothes? In the event that the clothes are damaged, lost, missing, have change in their colors, the laundromat shall compensate the customer for the product through paying an amount equal to at least 10 times the fees of the service, unless produces a certified valuation that shows a higher value of the product with which enclosed the purchase invoice.
256 The caller inquires if car agencies have the right to excessively raise the prices of car maintenance services, since the price of services varies from one agency to another, as he mentioned. You must file a complaint and produce a proof.
257 A company rented a car for one of its employees from a car rental office and the employee had an accident. As a result, the car’s insurance was canceled. So, the car rental office required them to pay 30% of the car's value, and upon referring to the insurance company, they found that the insurance policy shall pay 10% only if the person is under 25 years old. The policy approved by the Department of Economic Development provides, that: “Should a vehicle have an accident or any incident of whatsoever kind, the conditions provided for in the insurance agreement between the car rental office and the insurance company shall be the ones to be referred to). Accordingly, the car rental office is required to contact the insurance company, and the consumer shall bear the same value found in the insurance policy in the of the car.
258 The complainant purchased a dress from a shop, where she liked the displayed dress and requested to have an identical one be tailored for her after changing some details, but it was not tailored as she wanted. So, she requested to have the dress adjusted or to get a refund, but they did not cooperate with her. Now, she wants to know the action to be taken against the shop before filing a formal complaint. The complainant has to prove the specifications that she have agreed on with the respondent, as the invoice must include a dress drawing mockup showing the size, specifications, fabric type, color, and price, and in case there are additional agreements, they shall be mentioned in the invoice or the design copy and shall be signed by both parties.
259 The customer stated, that he composed some music and melodies and authored poems under his name and he wants to register them, for fear that they may be stolen from him. Now, he wants to know where to go to register them. Ministry of Economy (Copyrights Department)
260 The complainant wants to know; in case that he finds some company uses products owned and registered in his name, what action should he take against such companies before filing a formal complaint? A complaint must be filed with the Intellectual Property Rights Department.
261 The complainant states, that he bought a product, but he noticed a phrase written in the invoice which reads as follows: “The goods are not refundable or replaceable.” Is this action legal?? No, it is not.
262 The complainant states, that he visited the hospital because his hand was broken and he was informed that he has to pay an amount of AED 50 for admission and later visits. After a while, they informed him that he has to pay the same amount and wanted to know if they have the right to request him to pay the amount for each visit. You must check the hospital’s policy and file a complaint with the Health Authority to check whether the hospital’s policy provides as they claim or not.
263 The customer inquires; he ships items through Aramex from Amazon to the UAE. Upon receipt, he found that the boxes are open, and that there are defects with some of them. Now, he inquires about his right?? A complaint must first be filed with Aramex, and in the event of non-cooperation, the complaint must be filed with the Department for consideration. The complainant must object in a timely manner and not sign confirming the receipt, as he must prove his right.
264 The caller inquires; in case of payment by a bank card, is it permissible for the receiving party to deduct more than the price determined to be paid using the card. It depends on the receiving party, and whether the purpose of such transaction is to buy goods or to have a service provided.
265 The caller states, that the Sharaf DG store has a website where he filled in the details on the site and purchased a TV according to the details thereof on the site. A while after the purchase date, and before delivering the TV, he was informed that the products details on the website are incorrect and the shop refused to deliver the TV to the complainant before paying the new price of the TV. The complainant refused to co-operate, and before filing a formal complaint, he wants to know the action to be taken against them. If the contract is proven to have been concluded against the same price (at the discount), the company must bear the responsibility for its fault.
266 The caller inquires; if the complainant wrote her opinion on Facebook against a company that did not abide by the agreement. Now, does the company have the right to file a lawsuit? The Consumer Protection Department is not competent to this matter, as it falls within the jurisdiction of courts, concerning the evaluation of post she posted; whether (or not) the case will be characterized as defamation or abuse against the company?
267 The complainant states, that he purchased a car and received it, but he wants to replace the model only because he changed his mind and wanted to receive the new model of the same car and the agency agreed to replace it, but on the condition that it is sold at a price lower than the one he has paid. Now, he wants to know if he has the right to replace the car. (The matter is subject to the law of supply and demand)
268 The caller states, that a shop has made discounts on the items the sell. So, she started to buy the items, but they refused and informed her that she can only buy two pieces, no more. Is the shop entitled to do that? A complaint must be filed together with a proof, in order to have the matter investigated by the Promotions Section.
269 The complainant requested a company to provide a service to her, but they requested her to pay a huge amount and required to have it paid in cash. when she cooperated with another company, such service was provided to her at a lower price. Now, she wants to know whether the company has the right to claim this huge amount? The complainant is not entitled to request a refund, as she must search for a price affordable to her before proceeding with requesting the service.
270 The customer states, that he paid AED 1.000 as a down payment to book a car, and then he purchased another car, but they did not return the AED 1,000 to. Is this action legal? If the failure to complete the purchase is due to the consumer, then the merchant has the right to keep the amount, but if it is the opposite, then they are not entitled to keep it (the answer was given previously regarding the down payment rules)
271 The caller inquires about car dealerships; if a dealership is offering a brand-new car but with no warranty, is this legal? The matter is originally subject to the agreement whether there is a warranty or not - as it is known that after-sales contracts, including the warranty contract, require raising the price of the vehicle.
272 The complainant states, that she purchased a Samsung mobile, where she found that its price differs in some area and wants to know whether this shop’s action of increasing the price legal or not, and asks about the action to be taken before filing a complaint. Prices may differ from one place to another, and there is no specific price list based on which we can decide whether there is a violation or not.
273 The caller inquires about the action to be taken regarding the warranty; she purchased a headset, and then returned the same to the shop, they replaced it for her, but without a new warranty. In this case, the warranty period is the remainder of the warranty period they agreed on since the agreement’s commencement date.
274 As for the party responsible for paying the fees, if the service agent wants to withdraw from the license (value: AED 620) The section concerned with fees and prices for licensing services should be referred to (Commercial Licenses Sector).
275 The caller inquires; she agreed with a customer to design a specific dress and it was agreed with the customer to come on a certain day to do a check whether or not the size and design fit her, but the customer did not show on time yet she came after a very short period and asked her to give her the dress immediately or to get a cash refund. It is necessary to refer to the contract, especially the date on which the customer was supposed to check the size and design and the final delivery date, according to the form prepared and agreed on between the parties.
276 The complainant wants to know about the private hospitals that charge AED 60 fees a patient’s admission even if he/she has a health insurance, given that the AED 60 fees are paid for the first-time admission only. Now, he wants to know whether (or not) this action is legal. The Health Authority must be referred to, in order to inquire about the policy of private hospitals (it is clear that the amount is for opening the patient's file. As for the health insurance, it covers the medical treatment only.
277 The complainant requested a maid from the domestic staff agency and they gave her a one-month warranty for the maid. She stated that other agencies offer a three-month warranty period. which warranty period is prescribed by the law?? It is a presumption, that the contract makes the law between the parties thereto. Complaints related to domestic staff are to be filed with the General Directorate for Residency and Foreigners Affairs.
278 The complainant states, that she cooperated with a company that provides catering services, but it turned out that their website does not help in providing this service, and she found that animal raising service is also provided thereby. Now, she wants to know the action to be taken and whether (or not) they have a license. Kindly provide us with the trade name and refer to the licensing section to search for the license.
279 The customer inquires; he rented a car from a car rental office and paid using a credit card, but the office deducted more than the agreed-on amount. So, is this action legal?? The answer was given previously regarding the same matter.
280 The customer inquires about his legal right; he wants to purchase a new vehicle from an agency, but he has doubts about the car whether it is new or refurbished.   You must make sure before purchasing and write so in a contract (whether the car is new or ...) and the conditions that he deems to serve his interests. Also, he has the right to request inspection of the car before purchasing it.
281 The complainant states, that he has purchased custom-made washing machine from a shop and paid for it. Then, they informed him that the washing machine would be ready after a week. When he went to the shop, they informed him that they cannot complete the washing machine, and that he will get a refund. With regard to consumer protection, the shop that contracted with the consumer must refund the paid amount, but according to the general rules, the consumer, in case he sustains any harm, shall have the right to file a lawsuit to claim the compensatory damages, according to the established presumption.
282 The caller inquires about the action to be taken; she requested service to be provided to at a hair salon, but they did not provide the service as they should, which led to burning and damaging her hair and scalp. The complainant must prove what happened by a medical report issued by a public hospital, and she will get a refund. She is also entitled to file a lawsuit to claim compensation.
283 The caller inquires about his right and the action to be take, where in the past year, he rented a car from a car rental office, left a cheque as a security, and came later to ask for the cheque, but they asked him to come back to them again to give him the cheque. Then the office took advantage of the complainant’s return to his home country and cashed the cheque, and when he called them to ask about the cheque the told him that there is an amount payable by him to them since 2014.    With regard to the security matter, the office must return it within a period not exceeding one month (according to the Department's policies). As for the matter whether the violations or financial claims exhausted the security amount or not, this requires papers to prove it. Accordingly, we advise the complainant to file a complaint to peruse the documents submitted by both parties.
284 The customer inquires about her legal right; she bought a product from a company. Later, she discovered that there was a defect with the product, and requested replacement, which was accepted by the company, provided that she pays the product delivery fee once again. Is this action legal? The matter is subject to the policy agreed on in the purchase. If the purchase is made after accepting the company’s purchase policy, the company shall then be entitled to do so. If there is no agreement between the parties on this policy, the company shall not be entitled to do so. If it has been agreed that the delivery will be free of charge, then the company shall be obliged to deliver the product for free - as the fault - as stated - is established on its part.
285 The customer inquires; how long is the warranty period prescribed by the law for electronics? It is a presumption, that the warranty is a written or implied admission made by the provider or his representative, that the commodity or service subject warranty is free from defects and conforms to the approved standard specifications and it shall repair any defect or damage that occurs to the good or service within a specified period. The law does not provide for a specific period except for what is stated in Article (25), which addresses the warranty of replaced parts, where the Article provides, that: “the provider shall, after performing the repair, specify in the invoice the parts that have been replaced and their prices and whether (or not) such parts are new, used or refurbished. The provider shall cover the labor cost and warrant the replaced parts, where the warranty period for electrical and electronic commodities must not be less than three months and in case of durable goods, six months from the date of delivery of the commodity after repairing it. In which case, the warranty shall not cover any misuse of the commodity”. In brief, the matter here is that the Department deals with what is established in writing according to the agreement concluded between the parties, where both parties may agree that there shall be no warranty for the commodity, which action is permissible, as long as it is agreed on in writing, and through daily dealings, it can be concluded that the a one-year period is most likely the specified warranty period to warrant electronics in the UAE, which is a common practice among shop owners.
286 The caller inquires if catering service providers are entitled to increase prices, and do they have to place a price list or not, as the provider that she dealt with does not have a price list. Does the Consumer Protection Department has control over increased prices or not? According to the provision of Article 29 of the Implementing Regulations, “The provider shall, upon offering/displaying any commodity or service, post the price thereon in the local currency and in a noticeable manner; or advertise the same in a prominent manner at the place where the commodity or service is offered/displayed”. Accordingly, the provider shall be obliged to prepare a fixed price list in which the prices of the commodity or service he provides are listed. With regard to intervention by the Consumer Protection Department to protect the consumer from the price increase, the Department controls such increase and intervenes if the merchant violates the approved price list thereof.
287 The customer states, that a shops refused a banknote on the grounds that it was in a poor condition. Is this action legal? It is a presumption, that it can be re-used in the buying and selling transactions, and it cannot be judged whether it is acceptable or not, because we did not check it. So, it depends on its actual condition.
288 The caller inquires; if an Umrah travel agency has the right to force customers to pay a cheque in the amount of AED 100,000 as a guarantee that they will return to the UAE.   The matter is subject to the company’s policy without any compulsion from any person, especially if Saudi Arabia’s laws require the existence of a guarantor.
289 The caller inquires; a shop offered to buy used gold objects for less than gold price today. This is impermissible.
290 The complainant states, that he handed over a jacket to the laundromat to be cleaned and ironed, but upon receiving it, the complainant was surprised that the jacket is damaged. What is the legal action to be taken in this case? A complaint must be filed with documents enclosed therewith, and the compensation amount will be calculated on the basis of 10 times the service price as a minimum, unless there is another valuation, such as the jacket’s purchase invoice - according to the Department's policies.
291 The customer stated, that his car malfunctioned and he took it to the agency for repair, but the agency took a long time to repair it. So, he wants to know whether he is entitled to request the agency to provide him with another car to use it over the repair period. Article (11) of the Consumer Protection Law provides, that: “Subject to the provisions of Federal Law No. (18) of 1981 Concerning the Organization of Trade Agencies (as amended), every commercial agent or distributor shall be obligated to satisfy all the warranties provided by the producer or the principal for the commodity subject of the agency.”
Further, it shall also be obliged, when it becomes involved in the satisfaction of the warrantees provided for in the preceding paragraph for a period exceeding two weeks, to provide the consumer with a similar commodity that it uses free of charge until the agent satisfies the said warrantees.” (Two-week period)
292 The customer inquires; she requested a manicure and pedicure service from a salon. They agreed that she will pay AED 10 for the service, but after providing the service to her, the salon asked her to pay AED 20, because she requested a specific manicure. The matter depends on whether there is a proof of the agreement, the shop's policy and price list.
293 The customer states, that he is a shop owner and inquires; what is the action to be taken against a customer that claims that he gave a worker at the shop an amount more than the actual one he has paid. For example, the customer should have given the shop worker AED 200, but the customer claims that he gave the worker AED 500? The defendant has to prove what he claims, and the customer may demand the shop to pay the undue amount they have received (in case there is a proof).
294 The customer inquires about her legal right; a company made an offer that if the same product is found at a lower price, the amount shall be immediately refundable to the customer, and she states that she found the same product at a lower price, so is she entitled to request a cash refund? With regard to promotional offers, a complaint must be filed to verify the offer, the availability of the necessary permits and whether they are real, as per the procedures followed by the Promotions Section.
295 The complainant states, that he paid AED 5,000 for a travel membership, and wants to cancel the membership and request a refund. He waited for a year and a half but to no avail. What is the legal action to be taken? The legal action to be taken, is to file a complaint with the Department and produce the necessary evidence, then the matter will be discussed and followed up to hear the respondent's answer to the complaint.
296 The caller wants to inquire whether the contracts available at rental offices legal? Is a customer required to pay the rent over the car repair period? Is the rental office entitled to take the car from the complainant’s garage and to the agency to repair the same and send the invoices to the complainant? It is not permissible at all (this question has been answered previously, concerning rental office-related accidents). Therefore, we recommend filing a complaint, as it is impermissible to combine the compensation paid by the consumer and the one paid by the insurance company).
297 The customer inquires; whether (or not) there are fixed prices approved by the Department of Economic for gas cylinders, as she states that every time she orders one she finds the price different. Kindly refer to the Ministry of Economy, and not the Department, to check gas prices.
298 The customer inquires; he ordered a product from a company on the basis that the product will be delivered to him within 8 weeks, and the complainant waited more than 8 weeks. Does the customer have the right to cancel the order and request a refund? The company’s obligation has to be proven first. We recommend filing a complaint to investigate the matter, before giving an opinion, to know the company's policy and the rest of the clauses of the agreement between the parties.
299 The caller inquires about a customer's right in case he buys a product from a website and requests to cancel the order and a refund, because he is not sure of the product quality. Does he have the right to get a refund? The website may not be obliged to refund the amount without actual evidence, not just speculation or expectations for which there is no actual evidence that can be relied on.
300 The customer states, that he applied for immigration to immigration agency, and upon reviewing the contract, he found that the contract is different from what he has applied for, Now, he inquires about the legal action to be taken to cancel the contract and get a refund? It is a presumption, that the contract must be read before signing the same, no contracting party shall be held liable for the other party’s failure to read the contract, as long as the first has given the latter the opportunity to read the contract. In any case, kindly file a complaint to try to resolve the issue amicably according to the Consumer Protection Law.
301 The customer inquires about her legal right; she lost the purchase invoice in addition to the warranty contract of an electronic product. So, is she entitled to ask the company for a copy of the invoice and the warranty contract? It is a presumption, that a proof shall be provided by the party who claims that there is a contractual relationship. The matter depends on the company’s policy, and no action can be taken by filing a complaint with the Department without submitting the supporting documents.
302 The customer wants to know whether a car rental office may ask the customer to provide a color copy of the credit card. The matter depends on the company's policy (as long as the customer is not forced to contract with a specific office).
303 The customer inquires about the action to be taken in the event of purchasing a car that with a defect which caused it to repeatedly malfunction. The matter differs from one defect to another, as a rule. Kindly refer to the warranty contract concluded between the consumer and the agency, or prove the existence of a manufacturing defect of the sold car, by a technical report developed by a neutral party such as the Agents Committee at the Ministry of Economy.
304 The customer inquires whether she has the right to obtain a warranty for the repairs performed on a mobile device? Yes, she may obtain a warranty for the repair service and for the spare parts installed by the shop, unless it is agreed upon in writing that there is no warranty.
305 The customer stated, that she sent her car to be repaired at Toyota agency a while ago and then visited it and found that the car has been repaired, as there was a defect with the car gear, and today she revisited the agency and discovered that the gear has not been repaired, and instead they installed another part was repaired in the customer’s car. Now, she wants to know the party responsible in case she faces a problem with the car. It is recommended to file a complaint, as we are not fully aware of all the details of the matter, and the respondents will be contacted to submit a technical report.
306 The customer states, that he was at a restaurant and ordered some food, but the staff told him that there is no menu (with the prices) and that he must pay AED 200 for what he has ordered. Is this action legal? This is illegal and we advise him to file a complaint.
307 The customer inquires about the “NO MEN ALLOWED” sign at massage shops. If the sign exist where women are, then there is no problem, but if not, it is advised to file a complaint to have the matter investigated by the Inspection Section.
308 The caller inquires; one of his customers bought an umbrella from the company and because of the rain the umbrella was broken, so what is the action supposed to be taken by him, and is the customer's right against them ?? A force majeure event must be proven (to have actually occurred) and the merchant should held the consumer or at least bear an agreed amount to compensate the harm (if possible).
309 The caller contracted with a shade installment company to install shades. They indeed installed the shades and gave him a 10-year warranty period. Now, he inquires; over the 10 years, will the warranty cover any breakage, defect, malfunction, wind? How can he guarantee his rights in the event that there are no details are mentioned in the warranty contract? Warranty shall only cover any manufacturing defects, and there is no indication that there is a warranty for misuse or force majeure.
310 The complainant states, that she had a service provided to her (tinting lips in pink) at a salon, where it negatively affected the complainant's health. Now she wants to know the action to be taken against them, and whether (or not) she has to obtain a report from a hospital before filing a formal complaint. Moreover, they use the same needles with eye braws and lips without changing them. First: As for the Customer Protection’s competence, the report obtained from the hospital must be submitted, which report proves the sustained harm and the causal relation between it and the provided service. As for whether the health and safety requirements are satisfied or not, a complaint must be filed with the Health Authority and the Municipality - Health and Safety Section.
311 The customer wants to know if it is permissible to smoke at an internet cafe. Generally, smoking is prohibited except at smoking areas.
312 A type of water that is usually sold for AED 1 is sold at a restaurant for AED 7 and more. Do they permitted to do so?  Yes, as long as they inform the customer of the price before providing the service. Further, restaurants add a charge for the service, as they have a price list approved by the Department.
313 The caller inquires, if a wedding hall has the right to require only part of the paid amount if the customer has an emergency that requires him/her to cancel the ceremony. The reference is the contract or agreement between the parties, as long as there is nothing that prevents the wedding hall from performing its obligation.
314 The caller inquires, if she applies for and obtains visas and paid the full amount and they give her a receipt. Can she then guarantee her right, in case the company fails to secure the visas? The reference is the agreement, is the obligation of the other contracting party is to apply for and obtain the visas or to only apply for them, as in the first case, and if the agreement is written, then it is obliged to achieve a particular result; obtaining the visas, but in the second case, the obligation is only to make an effort but not to achieve a result.
315 The complainant states, that she cooperated with an immigration service company, applied to them and paid an amount of AED 2,000, where she was informed that she satisfies all requirements. But, upon sending her to Australia to be approved, she was rejected due to the insufficient details, despite the fact that the company affirmed to her that she will be approved, and she has given them cheques. Now, she wants to know her rights against the company. The contract concluded between the parties must be perused and referred to, given that through dealing with the said company earlier, we discovered that it only provides consultancy services only, but does not obtain the government’s approval of immigration.
316 The complainant states, that she had a hair laser treatment service provided to hair at a center, where her hair was treated but she did not notice any change. Now, she wants to know her rights against the center, in terms of requesting a refund or to be offered proper treatment sessions. She must refer to the agreement between the parties, and whether (or not) the complainant is able to prove that there is actually no change, by a medical report issued by a neutral public hospital.
317 The customer inquires about his legal right, the agency defrauded him and made him sign an insurance contract for the vehicle, which contract does not cover some parts of the vehicle. Now, he wants to know his legal right in this case. With regard to contracts, the matter is to be brought before courts, and the fraud they have committed must be proved (as the complainant has to first read the contract before signing it).
318 The caller inquires about her right; she purchased furniture from a shop and discovered that there are bugs in the furniture. Now, is she entitled to request a refund and return the commodity, as if she wanted to return the commodity they will tell her to replace it with another one, but this is not what she wants, as the bugs actually exist at the shop. Hence, all the furniture there have the same problem. In the event of proving the existence of bugs before the date of receiving the product, she shall then be entitled to request a refund, under a report issued by the Municipality on the age of the existing bug, but if the bug existed after the receipt, then the complainant shall not be entitled to request a refund.
319 The customer inquires if there is a law that prevents an employee from entering a shop in the uniform of the shop he works at, as employees of an IMAX branch refused to let employees of Sharaf DG enter there because they were wearing the uniform of the company they work for (Sharaf DG). The matter is subject to the concerned company’s policy, and the Consumer Protection has no relation thereto, as we do not know what was the reason behind entering the company's workplace.
320 The customer inquires; whether (or not) a restaurant is entitled to have only imported water and not to sell local water produced by local companies.   No restaurant is obliged to sell local water (the matter is subject to the law of supply and demand).
321 The customer inquires; he purchased 80 gas cylinders from a company, for which he paid AED 350 per cylinder. After years, from the purchase date, he discovered that the cylinders’ expiry date has passed, and the company refuses to replace the cylinders. The matter is first subject to the agreement. We advise the customer to file a complaint to know more information.
322 The complainant states, that he purchased a car from a car dealership. Upon using the car, he found that the car is modified and he was not informed of that before purchasing it. Now, he wants to know his rights before proceeding with filing a formal complaint. It is a presumption, that a movable property (car) is purchased as is, after being checked and fully inspected by the purchaser. But, should the seller fail to inform the purchaser that there are specifications or material matters that the seller should have informed the purchaser of before the purchase, it is then a different situation, as Article 26 of the Implementing Regulations provides, that: “A provider, that offers a used, refurbished or defective commodity, that does not cause any harm to the consumer’s health and safety, must state the condition of such commodity in a visible and clear manner on the commodity and at the place where it practice its business. He also has to indicate so in the contract it concludes or in the invoice it issues. Therefore, the necessary evidence have to be submitted or a lawsuit is to be filed before courts to prove existence of such used, refurbished or defective condition, or to prove the fraud and deception, as this matter falls exclusively within courts’ jurisdiction.
323 The customer inquires about his legal right; he received a maintenance coupon book upon purchasing a vehicle. Later, he had an accident with the vehicle, and the vehicle was cancelled. The complainant then requested the coupon book, being something that belongs to him, but the agency refused. Now, he wants to know his rights in this case. Kindly file a complaint to provide more information (the company’s policy is to be referred to, concerning the enforcement of the provisions of the clauses that address the coupon book subject).
324 The customer inquires; whether (or not) there is a list or control over the prices offered at shops, as he wanted to purchase a plastic toy from a shop and was surprised that the toy's price exceeds AED 1,000. With regard to commodity prices, it is subject to the law of supply and demand, and the purchaser should pick the price that is affordable to him before purchasing the commodity.
325 The customer inquires about the prices offered by dentist clinics, as she states that some clinics do not have a price list for the services they provide. Now, she wants to know if there is a law that obliges them to offer fixed prices. It is a presumption, according to the law, that a clinic shall inform the customer of the service price before providing it.
326 The caller inquires; a customer purchased a commodity and did not receive it, after two years he returned to the shop to receive it. Now, is the shop entitled to refrain from delivering the commodity to him or not? A right does not lapse by prescription, unless the debtor denies the admissibility of the case due to the lapse of the right to claim the debt. Accordingly, if the seller acknowledges the purchaser’s entitlement to the sold commodity, it must deliver it to him and the seller shall be entitled to receive an amount against maintaining and taking care of the commodity.
327 The caller inquires if restaurants are permitted to set a minimum charge. It is impermissible, unless there is a permit obtained from the Department, which is issued only in certain cases.
328 The complainant inquires; he handed over his clothes to a laundromat and they informed him that he has to pay the service price before the service provision. The complainant asked them to pay the amount after the provision of the service. Now, he wants to know whether (or not) there is a law that provides that the shop has to receive the price before providing the service and whether it is obligatory or not. There is no law that forces the customer to do so. However, the matter is subject to the agreement between the parties and the law of supply and demand.
329 The customer inquires; if he is enrolled in a university and the university was offering any student whose Percentile Grade exceeds 85%, but when he was enrolled his application was rejected. The body competent to this matter is the Ministry of Higher Education, concerning checking that all enrollment requirements are met.
330 The customer inquires about the plastic product that protects cars; he wants to know whether (or not) the said product follows specific standards and metrology, as he installed the said product in more than one vehicle of him, but within a short period, not exceeding 3 months, he discovered scratches with them, and requests a clarification in this regard. Kindly refer to Emirates Authority for Standardization and Metrology to know anything about metrology, while indicating whether the commodity is covered by a warranty or not, in addition to the use.
331 The caller inquires; whether (or not) the shop is entitled to force her to pay for a commodity that she has broken by mistake. The shop may demand the person who committed the fault to pay the compensatory damages.
332 The complainant states, that he sent the car for maintenance, but it stayed there for a long period. Now, he wants to know whether (or not) they have to secure an alternative car for him until the complete the maintenance. If the maintenance is periodic, the agent must secure an alternative car, if the repair period exceeds 14 days.
333 Ahmed inquires; whether (or not) there is a law that requires shops to install cameras at the shop. The matter is related to the Police, the Civil Defense and the security requirements.
334 The complainant states, that she subscribed to a company’s vouchers, where she paid the subscription fees, but after the expiry date, she was informed that the subscription has been cancelled by the company. When she inquired about the reason behind the cancellation they did not cooperate with her. A complaint must be filed.
335 A dress shop owner inquires; a customer visited his shop and wanted to purchase a dress, and paid a down payment, then she did not return for a long period. Now, he asks, for how long can he keep the dress without selling it. There is no fixed period, but the matter is subject to the agreement. But the customer is required to contact the purchaser and notify him to receive the dress.
336 The caller states, that there is a salon that installs screens/TVs on the front of the shop, which he finds inconvenient, due to the loud voice. Now, he wants to know is this action legal; installing screens on a shop front. Kindly file a complaint to have the matter considered.
337 The customer purchased a parking slot at the building he resides at. They gave him the parking card. After a while the parking slot was damaged for 9 months. After that, they informed him that he has to pay fees amounting to AED 250. Now, he wants to know, is this action legal? Kindly refer to the Rental Dispute Resolution Committees, if the leased property is an apartment or a villa, as well as the contract executed between the parties.
338 The complainant states, that she purchased stocks, where she agreed with the company that they will give her a monthly amount. The complainant also states that she heard a rumor that the company will go bankrupt. Now, she inquires, to who should she resort, how the necessary action will be taken, and will she lose her money? Kindly bring the matter before courts, if you want to terminate the contract. As for predicting that you will lose your money or not, no one can predict that.
339 The customer states, that he was at a shop that sells perfumes and incense and beside the shop there is a restaurant and between them there is a passageway. The shop sets the incense burner in front of the shop on the passageway and the incense’s smell spreads at the restaurant. Now, he wants to know, is this action legal, setting the incense burner outside the shop? Nothing prevents so. Kindly refer to the management of the shop, in the event of a problem.
340 The customer inquires, if an immigration office has the right to deduct part of the amount upon requesting a refund due to their failure to obtain the visa. The matter has two sides; their failure to obtain the visa and the agreement between the parties.
341 The customer states, that he visited a restaurant and ordered a lemon mint juice. The complainant then discovered that they add alcohol to his cup without informing him. So, what is the legal action he should take? Kindly file a complaint to investigate the matter.
342 The customer states, that one of the representatives of International Electronics Co. brought for him a device as gift to his home. On the next day, they told him that he has to pay an amount of AED 12,000. So, he asked them to take back the device, but the company did not respond to him. A complaint has to be filed, and the signatures he has affixed and submitted to the company have to be verified.
343 When a shop owner be entitled to refund the paid amount to the complainant? When a consumer be entitled to return the product he has purchased? Kindly refer to the Blue Book published on the website to know the concerned economic sector.
344 The caller has a shop, and the invoice includes the phrase “Disclaimer”. Now, she inquires, does she have the right to write it on the website instead of the invoice, as the shop has a website. A seller may not disclaim its liability for the sold goods.
345 The complainant inquires about a particular law; she requested the grocery to bring something and the grocery keeper told her that there is a law that prevents groceries from receiving requests from cars, and the consumer can only enter the grocery and buy what he/she wants. It is a presumption that a buyer shall physically visit the shop. The matter is subject to the shop’s policy, and the seller is not obliged to deliver the orders, unless he commits himself.
346 The caller inquires if there is a law that prevents a consumer from purchasing goods from a shop on the same day, as he visited a shop and purchased some products, and visited them again on the same day in the evening to purchase again, but they prevented him from purchasing products from them on the same day. A complaint has to be submitted to investigate the matter and know more information.
347 The caller inquires, does the agency has the right to replace the tires of his car, as he visited the agency to have the car repaired and they replaced two tires, which affected the details submitted to the insurance company. Kindly refer to the warranty contract concluded with the agency to know whether the replacement is covered by the warranty or not (every case is to be examined separately; what matters is the warranty contract).
348 The caller inquires, are wedding service companies permitted to take the full service fee from the customer before providing any kind of service and do not inform him/her before signing the contract? The matter depends on the agreement, and there is no provision in the law that prevents to, as the customer is not forced to make the contract with a particular company or companies that applies such policy.
349 The complainant wants to know, are salons are required to install a fire alarm system or not? Kindly refer to the Civil Defense in this regard (the body responsible for controlling such matters).
350 The complainant states, that he received a message from the cinema theater, that they offer food to the customers during the day in Ramadan, while they watch the movie, is this action legal? Kindly file a complaint and submit a proof of your claim to investigate the matter.
351 The client inquires; a car sale contract form used to be sold for AED 100, now car dealership owners raised the price to AED 500, do they have the right to do so? There is no law provision that prevents so, a consumer can refer to the Price Control Department at the Ministry of Economy.
352 The caller inquires, if the agency has the right to replace the car’s whole chassis, as it will reduce the car’s price if he wants to sell it. The matter is related to the warranty policy based on which the car was purchased. Also, the complainant has the right to file a lawsuit before the court to prove the harm he has sustained, and petition the judge to adjudicate in his favor compensatory damages to be paid by the agency.
353 The customer states, that she contracted with a company specialized in organizing personal parties and events to organize one for them, but the company does not answer the phone and failed to comply with the date they have scheduled to meet them to arrange for the event. Now, she inquires, is she entitled to terminate the contract?, as she wants to contract with another company that honors its scheduled meetings. It is better for the customer to file a complaint to verify the license and try to help her. Also, the complainant is required to send a formal notice to the respondents before making any contract with any other company.
354 The customer has a company and states, that there is another company that sells counterfeit items. Is this legal? He also stated, that the company is registered with the Department of Economic Development. The matters related to proving that goods are counterfeit or not will be investigated by the Department of Intellectual Property at the Commercial Control Sector. So, the claimant is required to prove his case and file a complaint with the competent department.
355 A customer rented a car and agreed with the car rental office that he will take the care to undergo maintenance on a specific date, but the customer failed to comply with the agreement. Now, the office requested a certain amount from him, is this action legal. Kindly refer to the agreement concluded between the parties, especially concerning breaching the agreement, given that if the office claimed a reasonable amount, there is nothing in the law that prevents so, especially if there is an actual harm that the office has sustained as a result of not performing the maintenance on the scheduled date.
356 The complainant purchased Salik card from the website against an amount of AED 400, but no receipt came out. When he contacted the customer service, they told them that they do not give receipts and by the end of every months they give the customer a statement, if he/she wants. Now, the complainant asks, do they have the right to do so? It is a presumption, that the complainant must receive an invoice, in which the details prescribed by the law are written, but a distinction must be made between a direct transaction and an electronic one, as each of them has a different nature that needs to be dealt with. For assurance and further assurance, kindly file a complaint.
357 The customer inquires; who determine the age of the people allowed to enter cinema theaters, and if he complains about annoying children at the cinema theater, what are his rights as consumer in this case? The body concerned with determining the age group for movies is the National Media Authority, together with the cinema theater management. As for the rights in the event of inconvenience or annoying voices, it must be known that the injured person has to file a complaint with the cinema theater's management, and in the event that the issue is not resolved, the complainant must then request a refund of the amount he/she has paid to get the service.
358 The caller wants to know; he saw many electronic devices and different goods that he wanted to purchase, but he found that the phrase “for exportation only” is written on them. Do shops have the right to put this condition. With reference to the matter below, kindly be informed, that there are some goods that their use is inconsistent with the specifications that must be traded in the UAE, in accordance with the instructions of the Authority for Standardization and Metrology. Therefore, the goods are permitted to be sold in the UAE for the purpose of exporting them only, without being traded in the UAE.
359 The caller wants to know; he saw many electronic devices and different goods that he wanted to purchase, but he found that the phrase “for exportation only” is written on them. Do shops have the right to put this condition. With reference to the matter below, kindly be informed, that there are some goods that their use is inconsistent with the specifications that must be traded in the UAE, in accordance with the instructions of the Authority for Standardization and Metrology. Therefore, the goods are permitted to be sold in the UAE for the purpose of exporting them only, without being traded in the UAE.
# Questions Answers
1 About Taazeez Program Within the framework of the Ajman government’s keenness to support and develop small and medium enterprises, His Highness Sheikh Humaid bin Rashid Al Nuaimi, Ruler of the Emirate of Ajman issued Law No. 1 of 2020 for Small and Medium Enterprises and Enterprises that includes the SME Development (Tazeez) program. The program for the development of small and medium enterprises is one of the most important mechanisms to support youth, provide facilities for business continuity and the development and sustainability of economic development in the Emirate of Ajman. This program aims to create a stimulating environment for entrepreneurship and the development of small and medium enterprises, creating more job opportunities and encouraging the participation of citizens in economic activity, which will contribute to strengthening the Emirate of Ajman as a destination for projects by creating a competitive environment to attract investments.
2 Objectives of the promotion program Create an environment that supports the establishment and development of small and medium enterprises
Promote national entrepreneurship and increase citizens' participation in economic activity.
Promote economic diversification and encourage the approved sectoral activities in the Emirate of Ajman.
Raise the capabilities of entrepreneurs and enhance the competitiveness of small and medium enterprises.
Provide support to ensure the continuity of national projects.
3 Target group Every citizen who has a project idea and wants to obtain support to raise his capabilities in all aspects before starting his project.
Every citizen who wishes to start a new project in the Emirate of Ajman.
Every citizen who has an existing project in the Emirate of Ajman and the age of the project does not exceed three years.
4 Membership Fees The Department collects a fee for registration in the program for the first five years of registration only:
AED One thousand only (AED 1,000) annually in the first three years.
AED Two thousand only (AED 2,000) annually for the fourth and fifth years.
5 Membership Benefits & Incentives


 Exemption from local fees for new and existing projects for a period of 5 years
Allocation of (10%) of the total contracts concluded by government agencies annually
Reducing the rental value of members in real estate owned by government agencies by no less than (10%) during the first three years
Participate free of charge in the relevant training and research programs organized by government agencies.
Priority to participate in exhibitions organized by government agencies, whether inside or outside the country
Support in preparing feasibility studies before starting the project.
Consulting & advisory services in all fields.
Marketing of projects for owners of small and medium enterprises.
6 The implementing agency


 Department of Economic Development represented by the Small and Medium Enterprises Development Section - Planning and Business Development Department
7 Conditions for Membership


 The facility must be licensed in the Emirate
The facility must be fully owned by the citizens of the country
The license of the establishment must not be more than three years old
The owner of the facility does not have more than five commercial licenses.
The establishment should not be benefiting from the exemptions granted to the participants in Khalifa Fund or any other similar funds in the Emirate.
If the project is already existing and has resulted in violations, the project owner must clear the violations in order to obtain privileges of the program
Registration and issuance of only one license during the membership period for each member
8 Permitted economic activities in the Tazeez program


 The program includes all economic activities approved by the DED, and the concerned organizational units in the department determine the additional documents and requirements that must be met for each activity in accordance with the applicable regulations.
9 Legal forms of the facility


 The facility registered with the program takes, exclusively, one of the following legal forms:
Sole Proprietorship
Limited Liability Company
Single Person Company
Solidarity Company
Limited Partnership Company, provided that all owners, partners and managers in the license are citizens of the country
# Questions Answers
1 Objective of the Program

 The primary goal for launching this initiative is to activate the role of the Department as described by Emiri Decree No. (5) of 2018 issuing the Law regulating the practice of economic activities in the Emirate of Ajman, Article No. (13) exception to the site’s condition Item No. (A), and in the interest of the Department to develop new programs to encourage male and female citizens, especially those living in the Emirate of Ajman, to invest and practice economic activities without high risks, and to encourage those wishing to engage in vocational and professional work inside the home and enable them to enter the labor market.
The home license also aims to limit the practice of individuals or persons of a commercial activity without a license, and to reduce costs, as the license does not need a special place to practice the activity. It also serves those with little experience and those who fear entering into the business field, taking into account the conditions and controls of those activities, because the nature of the place in which the activity will be practiced will not affecting the residential life in any way and does not harm its residents.
2 What is the Reyada program?

 It is a program for practicing economic activities inside the home for citizens of the state and residents of the Emirate of Ajman, and it is available for both males and females
3 How can this license be issued?

 The customer can obtain the license for the Reyada program himself by following the procedure through Ajman DED website.
4 What are the fees for the promotion program?

 Reyada program is exempt from all fees for a period of three years
5 How much time does it take to issue the license?

 The estimated delivery period is one working day, in case the chosen activity does not require any external approval from the concerned authorities.
6 What are the conditions to join the Reyada program?

 For more details of the conditions: https://ajmanded.ae/smelicense.aspx
7 What documents are required to join the Reyada program?

 Registration in the digital ID and linking with the investor number
Copy of the Emirates ID
Copy of Passport
Insert Makani number
Copy of the home ownership agreement and a no-objection letter from the owner of the house to one of the house members (first-degree relatives)
8 What activities are permitted in the Reyada program?

 Based on Resolution No. 28 of 2020, all economic activities are permitted for the Reyada program; so everyone can apply for any economic activity within the activities followed in Ajman DED after fulfilling all conditions and providing external approvals.
9 What are the benefits and services provided by the department to members of the Reyada progrm?

 Provide annual training services for free
Promotion and marketing of projects
Business Consulting services
Assist in preparing a feasibility study for their projects
# Question Answer
1 Can the factory open a kiosk or shop at the factory site to sell its products? Yes, if it obtains a permit to do so.
2 What are the services provided by the Commercial Permits Section at the Department? The Commercial Permits Section issues the following permits: Print advertisements, automated teller machines (ATM), counters, exhibitions and seminars, working beyond the regular working hours, promotional campaigns, commercial kiosks, additional offices, clearance, sales, special offers, signboards, commercial tents, insurance offices, additional activities.
3 What are the main requirements to obtain a commercial permit? Filling out a permit application form – the economic license – a detailed letter from the facility explaining the desired permit. As for the advertisement signboards permit, there is a form for the design of the advertisement by calligraphers.
4 What is the validity period for distributing paper ads and brochures? What are the fees? It is valid for one month - the paper ads fees are AED 250 and the brochure fees are AED 500.
5 Can paper ads be distributed in English only? No, the ads must be printed in Arabic and English and the consumer's logo must be added.
6 What are the authorized places to distribute paper ads? Paper ads can be placed in malls and distributed either through information counters or through the mail after obtaining the relevant approval.
7 What are the prohibited places? Houses, or placing them on car windows in public parking, or pasting them on walls, or distributing them to people on streets.
8 How long are the promotional campaign permits? Its duration is one month and may be extended.
9 Is it possible to amend the promotional campaign data or postpone the draw after issuance? This can be done after paying the due fees, which are AED 500. As for postponing the draw, it can be approved after stating the reasons and paying the fees of AED 500.
10 What do we do with the promotional campaign awards if the winners fail to receive them? The awards shall be returned to the Department after the lapse of 60 days from the end date of the draw.
11 Can I start a new promotional campaign immediately after the end of the first campaign? Yes, this can be done after you settle the rights of winners in receiving their awards or after you return the awards to the Department in the event that they fail to receive them.
12 Is it required to obtain the approval of the Ajman Municipality & Planning Department before starting the gastronomic and free food samples campaigns?

 Yes, by checking with the Food Control Section in Ajman Municipality to obtain approval, especially if the product is new to the market.
13 Can a promotional campaign be organized for establishments outside Ajman?

 Yes, through their distributors or representatives in Ajman.
14 Can the promotional campaign winners receive cash prizes or exchange their in-kind prizes for cash prizes?
 No, it is prohibited to distribute cash prizes to the winners of the promotional campaigns.
15 Can brochures be issued and distributed to promote tobacco and pork products?

 This is not allowed.
16 Can the number of draws be increased or the draws be canceled while organizing the promotional campaign?

 The draw may not be canceled during the promotional campaign, but new draws can be added to the campaign after paying the due fees.
17 Can the promotional campaign permit be canceled in the middle of the period if it is not successful?

 It is not allowed to cancel the permit.
18 Is it permitted to open another additional office for the license without a permit?

 No, a permit is required if the office is located in the same building.
19 Is it possible to put a counter to provide services such as / renting cars / providing information about the company?

 Yes, it is possible after obtaining the approval from the property owner.
20 Is it possible to place a commercial kiosk in a mall?

 Yes, after obtaining the necessary permit and the approval of the mall, and entering into a contract therewith.
21 Is it possible to obtain a permit for a kiosk inside a mall, a counter, or a vehicle to sell products for a person who does not have a commercial license?

 No, you must first obtain an economic license.
22 What are the procedures for obtaining a permit to use cars for advertisement?


 Printing the application – a copy of the license – car title – design of the advertisement on the car and car dimensions (in feet).
23 Can pictures of international brands be put on the storefront along with the brand name? Are there any fees for these products?

 Yes, this can be done after registering those brands with the Ministry of Economy or obtaining a letter of no objection from the agent of those products, and the fees for each brand are AED 500 per annum.
24 In the event that the shop is relocated, is it possible to move the same old sign and place it at the location of the new shop, especially after renewing the license and paying the permit fees?
 The sign cannot be moved to the new location due to the difference in measurements or in the building shape, which requires a new design fitting the new front and the adjacent signs.
25 What are the procedures for obtaining a signboard permit?

 Having a valid license and assigning an advertising company, licensed by Ajman and specialized in installing and manufacturing signboards, to create a design for the trade name on the signboard form, while providing a photograph of the location where the signboard is to be installed, taking into account the measurements of adjacent signboards. As for additional, embossed, and mobile signboards, the approval of the building owner must be obtained before installation.
26 Is it possible to install a special sign for offices or medical clinics?

 This is not allowed.
27 What is the system for installing signboards?
The signboard shall be installed on the storefront according to measurements of the front and the position of the store in proportion to the measurements of adjacent signboards, provided that it is at the same level and size of the adjacent signboards, and the fees shall be calculated according to the measurements of the signboard.
 The signboard shall be installed on the storefront according to measurements of the front and the position of the store in proportion to the measurements of adjacent signboards, provided that it is at the same level and size of the adjacent signboards, and the fees shall be calculated according to the measurements of the signboard.
28 Is it possible to install a noticeable sign outside the store boundaries to indicate the location of the store?

 No, signs may only be installed within the store boundaries, and others' boundaries cannot be trespassed.
29 Can brand name signs be installed on balconies or upper terraces?

 It is strictly forbidden to install any type of these signs on balconies or upper terraces.
30 Can the exhibition permit be canceled after its issuance? Yes, but in a few cases only, based on a letter submitted by the organizer explaining the justifications for the cancellation.
31 Can the exhibition permit be amended? Yes, after paying the required fees of the amendment.
32 Can a promotional campaign be organized during the exhibition period? Yes, after obtaining a permit from the Department.
33 Is it possible to organize a conference or seminar in a hotel in Ajman? Yes, after obtaining the approval of the hotel management and a permit from the Department.
34 Are entrance tickets charged while organizing the exhibition? Yes, and you collect 10% of the value of the tickets sold.
35 Is it possible to hold a conference or seminar during the exhibition period? Yes, after determining the type of participation in the conference, and whether the participation is charged or free of charge
36 Can the license holder organize an exhibition to introduce his/her company's products? Yes, the license holder can introduce his/her products only during the exhibition.
37 Is it possible to hold a local exhibition with the participation of several different companies? Yes, provided that their activity is organizing exhibitions.
38 Is it possible to obtain a permit for a commercial exhibition to be organized in Ajman? Yes, it is possible, but the approval of other bodies is sometimes required.
39 What are the conditions for holding a festival that includes several companies? Engaging an exhibition organizer who has a license to organize and manage the exhibition.
40 What are the cases in which a liquidation permit is issued? Cancellation of the license – change of activity – maintenance of the shop.
41 Does the merchant have the right to request a permit for discounts or special offers for a period of two months? This is not allowed.
42 Is it allowed to organize special offers, sales or promotional campaigns in the event of the expiration of the license? It is not permitted to organize these offers if the commercial license is expired.
43 Does the merchant have the right to stop the sales or special offers before the expiry of the permit period? Yes, after notifying the Department with an official letter and obtaining its approval.
44 What is meant by partial discounts? It means that the merchant offers a discount on a certain part of the merchandise, while keeping the other part without discount or price reduction.
45 What is the difference between a discount permit and a special offer permit? The price list for special offers does not require mentioning the cost price, and the price tags for special offers include one price only, which is the special offer price, unlike discounts in which the cost price is mentioned along with the ratio from and to (two ratios).
46 Is it allowed to set the percentage of discounts, for example up to 50%? No, two percentages are required to be put together, for example from 30% to 50%
47 Can the discount period be extended for another month? No, the discount period can only be extended for one week after the permit expires.
48 What is the allowed time to provide hookah service in coffee shops? On the condition of obtaining an extra hours permit, hookahs can be served outside the shop until 12:00 midnight and until 02:00 AM inside the shop, after obtaining a permit from the Department.
49 Can the permit be issued in case the commercial license expires? This is not possible.
50 Can restaurants be opened to customers during the day in the holy month of Ramadan? This is not allowed - but a permit can be obtained from the Department to deliver food to homes or directly to the owners.
51 Can coffee shops, groceries, and restaurants open around the clock? The Department has organized extra working hours each according to its activity. For example, coffee shops are permitted to open until 02:00 AM only, while groceries, restaurants, and cafeterias can be granted a 24-hour permit if they are on main streets, provided they are not located in residential areas, to prevent disturbing their residents, subject to the police approval.
52 Where are permits issued for building names (identifiers for buildings)? Permits are issued by the Ajman Municipality.
53 Is it allowed for the merchant to organize more than one event at the same time, such as a promotional campaign and discounts or a special offer and discounts? The merchant is not entitled to organize more than one event at the same time.
54 Can the promotional campaign permit be amended after its issuance and during its validity period? Yes, the amendment can be made after paying the due fees, which are AED 500, and in the event that the draw date is postponed, its fees are AED 500, provided that the campaign prizes are not modified or changed.
55 Can shops other than the company’s branches participate in the promotional campaign? No, only branches of the company are allowed.
56 Can a promotional campaign be organized for a period of more than two months? Yes.
57 Is it possible to make the draw in another country or emirate? Yes, in the presence of the Department's representative to supervise the draw process.
58 What are the procedures for issuing a permit? Submitting the application online or through acceleration + facilitation centers
59 What are the permit requirements? The application + a copy of the license + a letter detailing the permit from the facility (depending on the type of permit).
60 What are the procedures for replacing a lost permit? There is no replacement for the permit.
61 What are the procedures for canceling a permit? The application + a copy of the license + a letter detailing the permit from the facility (depending on the type of permit).
62 Is it possible to extend the permit period? and what is required? The application + a copy of the license + a letter detailing the permit from the facility (depending on the type of permit).
63 Is it possible to issue a permit for a professional license? Yes.
64 What is the difference between a big and medium promotional campaign? Big: its prizes are more than 50,000, and it includes major stores + shopping centers:
Small: its prizes are 50,000 or less, and it includes small stores
65 What are the specifications of the main sign? It must be of the size of the main door and contain the name in Arabic + English, provided that the size of the name in Arabic is bigger than or equal to the one in English. If it contains a trademark, the approval of the trademark owner must be certified by the Ministry of Economy.
66 Is it permissible to sell some auto parts in auto repair places? Yes, it is permissible without having to obtain a permit.
Question Answer
 Who are the authorized persons to provide the data of the real beneficiary? The declaration is made by the legal representative of the company, for example, one of the directors, at least.
Should the real beneficiary of the legal person partner be registered in the license? The legal person partner of the commercial license should be registered in the data of the real beneficiary, as well as the partners or shareholders in the entity of the legal person until the real beneficiary is reached.
 Should the real beneficiary be registered in all legal forms? All companies registered in the UAE, including free zones, are subject to registration procedures with the real beneficiary data, except for public shareholding companies and companies 100% owned by federal or local government authorities, or companies affiliated to the companies 100% owned by the state.
Should the real beneficiary be registered in all types of activities (commercial, industrial, professional, touristic)? Yes, the real beneficiary in all types of activities should be registered in the commercial registry system
 Should the real beneficiary be registered in all types of licenses? Yes, the real beneficiary should be registered in all types of licenses.
Can the real beneficiary be a natural person who is not related to the license parties? All holders of commercial licenses should be registered within the Commercial Register of the Department of Economic Development, regardless of the legal form of the company.
If the real beneficiary is not a UAE citizen and has never entered the country, should he/she be registered in this case? Yes
   Should the concerned authorities be provided with any identification documents related to the real beneficiary? With regard to the natural person, the concerned authority should be provided with a copy of the passport or the Emirate ID for citizens. As for the legal person registered in the state, the concerned authority should be provided with the statute of the company, and the foreign company should provide the concerned authority with the name of the legal representative accompanied by the supporting documents. The company should also keep a record of the real beneficiary that includes his/her personal data, place of residence, address, nationality, and all data such as e-mail, contact numbers, and other data mentioned in Resolution No. 58 of 2020.
Should the real beneficiary own shares in the license or contribute to the capital? It is not necessary that the real beneficiary owns shares in the company or contributes to its capital, as it can be the natural person who occupies the position of senior management official (in control of the company's decisions) in the event that the real beneficiary cannot be determined as required.
Can the data of the real beneficiary of the license be amended? Yes, the amendment can be made through the electronic fields prepared by the concerned authority in advance for this purpose.
Can the real beneficiary of the license be replaced/changed? Yes, the amendment can be made through the electronic fields prepared by the concerned authority in advance for this purpose.
 Is there a legal age for the real beneficiary of the license? The law does not specify a specific age for the real beneficiary
Is it possible to appoint a real beneficiary for the mother license and another real beneficiary for the branches? This is not possible, as the real beneficiary is the ultimate person controlling the company or group of companies, or whoever owns 25% of the company's control.
Should we determine the real beneficiary of the branch of the foreign company in the UAE or the real beneficiary of the company in the country of origin? The real beneficiary is the actual controller of the company whether it is in the country of origin or registered in the UAE.
Queries
A query was received about the activities and conditions for foreign investment
The client inquires about the procedures, requirements, and fees for issuing a 100% foreign investment license.
New query about: 100% foreign investment - What are the application method, requirements and fees?
New query about: How to apply for the issuance of a foreign investment license. In terms of procedures for applying for a license, fees, and available activities.
A query has been received regarding the procedures for fully owning
A query was received regarding the issuance of a commercial license (ownership for the expatriate)
A query was received about freehold ownership and activities
A query about a cafeteria activity (100% freehold for a foreigner) - Removing the citizen owner from the license
A query was received regarding 100% foreign ownership of companies
A client query was received: How to remove or delete a citizen partner from a license (How does the owner completely waive- or be removed)?
Type of license : A limited liability company - commercial with license number
After having referred to Tasheel, the notary, Department of Economic Development, the client was not get any help and he/she wants to know the correct procedures to get a license
Call again, add a license number, and raise a new query
A query was received: is that possible to convert an individual license with a citizen services agent to 100% ownership of the expatriate owner?
A query was received regarding the procedures for full freehold ownership of commercial licenses for foreigners in terms of activities, requirements and the date of application of the decision

  Visitorscounter


The site has been updated on Sep 02, 2022 | Browse this site preferably in screen resolution 1024 * 768 | This site supports ie browser version 10+, and 20+ version browser Chrome, and Firefox version 15 and beyond

© Copyright 2016-2022 by Ajman DED . All Rights Reserved.

Top