Refund Policy

Last Updated: 2025

This Refund Policy explains how refunds are processed for Fasih Holding services. Please read this policy carefully to understand your rights and our procedures.

Refund Eligibility

Refunds are available under the following circumstances:

• Service cancellation within the allowed timeframe
• Return of eligible products per our Return Policy
• Duplicate payments or billing errors
• Service not delivered as promised
• Technical errors preventing service access

Refund Processing Time

Refund processing times vary by payment method:

• Credit/Debit Cards: 5-10 business days
• Bank Transfers: 10-15 business days
• Digital Wallets: 3-5 business days
• Cryptocurrency: Based on blockchain confirmation (typically 1-3 days)

Note: Processing time begins after refund approval and may vary based on your financial institution.

Refund Methods

Refunds will be issued to the original payment method used for the transaction. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.

Service-Specific Refund Terms

Gold Trading

• Physical Gold: Full refund if returned within 7 days in original condition
• Gold Investments: Refund based on current market value at time of cancellation
• Processing Fees: Non-refundable unless service error
• Market Losses: Not eligible for refund

Shipping Services

• Cancellation 48+ hours before departure: Full refund minus processing fees
• Cancellation 24-48 hours before departure: 50% refund
• Cancellation less than 24 hours: No refund
• Service delays due to our error: Partial or full refund

Financial Markets

• Account closure: Remaining balance refunded within 5-10 business days
• Trading losses: Not eligible for refund
• Subscription services: Pro-rated refund for unused portion
• Platform errors: Full refund of affected transactions

Non-Refundable Items

The following are generally non-refundable:

• Processing and transaction fees
• Services already rendered or delivered
• Customized or personalized products
• Digital products after download or access
• Market losses in trading or investments
• Items returned after the return period
• Items damaged by customer

Partial Refunds

Partial refunds may be issued in the following situations:

• Partial service delivery
• Returned items with minor damage
• Pro-rated subscription cancellations
• Service delays not entirely our fault

How to Request a Refund

1. Contact Customer Support: Email info@fasih.ae or call +971 56 882 3333
2. Provide Details: Order number, transaction ID, reason for refund request
3. Submit Documentation: Any supporting documents or photos if applicable
4. Review Process: We will review your request within 2-3 business days
5. Approval/Denial: You will receive notification of our decision
6. Processing: Approved refunds will be processed according to timelines above

Refund Disputes

If you disagree with a refund decision, you may:

• Request a review by our management team
• Provide additional documentation or evidence
• Contact customer support for further assistance

We are committed to fair resolution of all disputes.

Chargebacks

If you initiate a chargeback with your bank or credit card company, we will:

• Investigate the chargeback claim
• Provide evidence to support the transaction
• Work with payment processors to resolve the issue

We encourage you to contact us directly before initiating a chargeback, as we can often resolve issues more quickly.

Currency and Exchange Rates

Refunds will be issued in the original currency of payment. If currency conversion occurred, the refund amount will be based on the exchange rate at the time of refund, which may differ from the original transaction rate.

Refund Fees

In some cases, refund fees may apply:

• International wire transfers: $25-50
• Currency conversion fees: 1%
• Processing fees for certain payment methods

Refund fees will be deducted from the refund amount unless the refund is due to our error.

Special Circumstances

Force Majeure

Refunds may be delayed due to circumstances beyond our control, including natural disasters, pandemics, or government restrictions.

Regulatory Compliance

Some refunds may be subject to regulatory requirements or restrictions based on your location or the nature of the service.

Contact Information

For refund-related questions or requests:

• Email: info@fasih.ae
• Phone: +971 56 882 3333
• Hours: Monday-Friday, 9 AM - 6 PM GST
• Response Time: Within 2-3 business days

Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after changes constitutes acceptance of the modified policy.