Refund and cancellation policy

1. Scope

This policy explains when money is refunded, when it is not, and how to cancel. It applies to all services supplied by YUMIN TECHNOLOGY L.L.C and forms part of our terms of service. Where a signed quote or statement of work sets different terms for a specific project, that document takes precedence for that project.

2. The Yumin Social free account verification charge

To open a free Yumin Social account we verify your payment card. Depending on your card issuer, this is done either by an authorisation hold that is released without ever being captured, or by a small charge that is refunded to the same card.

• The verification amount is never kept by us. It is either never captured, or refunded in full.
• Where it is captured, the refund is issued within 3 working days of the account being verified.
• Where it is an authorisation hold, nothing is taken. The hold is released by us immediately and disappears from your statement once your bank processes the release, which typically takes a few working days and is controlled by your bank, not by us.
• The verification confirms that you are a real business. It is not a payment for the free account, and it does not start a subscription or a trial that converts into one.

If a verification amount has not been released or refunded within 10 working days, message us on WhatsApp at +971 50 688 7063 or write to info@yumin.ae and we will resolve it.

3. Subscription cancellation

This section applies to all subscription services, including Yumin Social Starter at AED 500 per month and Yumin Social Growth at AED 2,000 per month, and to quoted subscriptions for Yumin CRM, Yumin Connect, Yumin Answer and Yumin Events.

How to cancel. Tell us in writing — on WhatsApp at +971 50 688 7063 or by email to info@yumin.ae — before your next renewal date. We will confirm the cancellation in writing. If you do not receive our confirmation, the cancellation has not been recorded, so please chase us.

When it takes effect. Cancellation takes effect at the end of the period you have already paid for. The service continues until that date and then stops. You keep full access until it ends.

Monthly subscriptions. Cancel at any time before the next renewal date. The current month runs to its end and is not refunded.

Annual and multi-month subscriptions. Cancel before the next renewal date to stop the renewal. Fees for the current term are not refunded on a pro-rata basis unless your signed quote says otherwise.

Fees already paid are not refunded on cancellation, because the service has been made available to you for the period paid for. Cancelling stops the next renewal; it does not reverse the current one.

One-off setup, migration, configuration, integration and training work is not refundable once the work has been carried out. Where work has been paid for and not yet started, we refund it in full. Where it is part-completed, we refund the portion not yet delivered.

Renewals charged after a cancellation request. If we charge a renewal after you asked us in writing to cancel and before we acted on it, we refund that renewal in full.

4. WhatsApp conversation charges

Meta charges a fee for each conversation on the WhatsApp Business Platform. We pass these charges through to you at cost, with no margin added, as a separate line on your invoice.

WhatsApp conversation charges are non-refundable. Once a conversation has taken place, Meta has charged for it and we have paid it. The charge is a pass-through of a third-party cost we cannot recover, so we cannot refund it — including where the conversation was sent in error, where a recipient did not read it, or where a campaign did not produce the result you hoped for.

The same applies to advertising spend on the Yumin Social Growth plan: it is paid to the advertising platform at cost and cannot be refunded by us once spent. You control your budget and can pause or change it at any time, and we will action a pause request as soon as we receive it.

5. Service failures

If a service fails materially and we cannot put it right within a reasonable time after you have told us in writing, you may terminate the affected service and we will refund the fees paid for the unused part of the current period. This is separate from cancellation for convenience under section 3, and does not apply to failures caused by a third-party platform, by your own systems, or by matters outside our reasonable control.

6. Billing errors

If we invoice you incorrectly, tell us within 60 days of the invoice date and we will investigate. Where we have overcharged, we refund the difference or credit it to your next invoice, at your choice, within 14 days of agreeing the error.

7. How refunds are paid

Refunds are issued to the original payment method. Card refunds are processed by Stripe and usually appear within 5 to 10 working days, depending on your bank. Bank transfer refunds are made to the account the payment came from and normally take up to 10 working days. We do not issue refunds in cash or to a third party’s account.

8. Chargebacks

If you believe you have been charged incorrectly, contact us first. We would rather resolve it directly and usually can, faster than a bank dispute. Raising a chargeback without contacting us may result in the affected service being suspended while the dispute is open.

9. How to ask for a refund

Message us on WhatsApp at +971 50 688 7063, or write to info@yumin.ae, with your account name, the invoice number and what you are asking for. We acknowledge within one working day and give you a decision within 7 working days.

10. Contact

YUMIN TECHNOLOGY L.L.C
Office No 4-532, Al Khabeesi Building, Al Khabeesi, Al Muraqqabat, Deira, Dubai, United Arab Emirates
Dubai Department of Economy and Tourism licence 1076065
info@yumin.ae · +971 50 688 7063