Refund Policy

This Refund Policy outlines the terms and conditions for refunds, cancellations, and payment disputes at Elite Models Agency Dubai ("we," "us," "our," or "the Agency"). As a professional models agency based in Dubai, we are committed to fair and transparent financial practices.

1. General Refund Principles

Elite Models Agency Dubai operates on the following refund principles:

• Refunds are evaluated on a case-by-case basis considering circumstances and applicable terms
• All refund requests must be submitted in writing via email to [email protected]
• Refund processing typically takes 14-21 business days from approval
• Refunds are issued to the original payment method when possible
• Partial services rendered may result in prorated refunds
• Some fees and services are non-refundable as detailed below

2. Client Booking Cancellations and Refunds

2.1 Cancellation Timeline and Fees

Clients who book modeling services through our agency are subject to the following cancellation policy:

Notice Period	Cancellation Fee	Refund Amount
More than 7 days before booking	10% administrative fee	90% refund
4-7 days before booking	25% cancellation fee	75% refund
48-72 hours before booking	50% cancellation fee	50% refund
Less than 48 hours before booking	100% cancellation fee	No refund
No-show or same-day cancellation	Full fee + additional charges	No refund

2.2 Exceptional Circumstances

We may waive or reduce cancellation fees in the following circumstances:

• Medical Emergencies: Documented medical emergencies affecting the client or immediate family
• Natural Disasters: Severe weather events or natural disasters preventing the booking
• Force Majeure: Unforeseen events beyond reasonable control (war, terrorism, pandemics)
• Government Restrictions: New regulations or lockdowns preventing event execution
• Model Unavailability: If the confirmed model becomes unavailable and no suitable replacement is found

2.3 Rescheduling Instead of Cancellation

Clients may reschedule bookings without cancellation fees:

• Rescheduling requests must be made at least 72 hours in advance
• New booking date must be within 90 days of original booking
• Subject to model availability and schedule confirmation
• One complimentary reschedule per booking; additional changes may incur fees

3. Model Representation Fees

3.1 Non-Refundable Services

The following services provided by our models agency based in Dubai are non-refundable:

• Application Processing Fees: Administrative costs for reviewing model applications
• Portfolio Development: Professional photography sessions, portfolio creation, and comp cards
• Marketing and Promotion: Costs associated with promoting models to clients and industry professionals
• Training and Development: Workshops, training sessions, and professional development programs
• Commission on Completed Work: Agency commission on bookings successfully completed

3.2 Representation Agreement Termination

If either party terminates the representation agreement:

• No refund of previously paid commissions or fees
• Outstanding commissions on pending bookings remain payable
• Models may retain portfolio materials created during representation
• 30-day notice period typically required unless otherwise specified
• Amicable resolution encouraged through mediation if needed

4. Payment Processing and Disputes

4.1 Payment Methods Accepted

Elite Models Agency Dubai accepts the following payment methods:

• Bank transfers (preferred method for larger transactions)
• Credit and debit cards (Visa, Mastercard, American Express)
• Online payment platforms (PayPal, Stripe)
• Cash payments (for specific services only, with receipt)
• Company checks (subject to clearance period)

4.2 Refund Processing Times

Approved refunds are processed according to the following timeline:

• Bank Transfers: 5-7 business days from approval
• Credit/Debit Cards: 7-14 business days (depends on card issuer)
• Online Platforms: 3-5 business days to platform account
• Checks: 14-21 business days for issuance and mailing

4.3 Payment Disputes

If you dispute a charge or payment:

1. Contact Us First: Email [email protected] with dispute details
2. Provide Documentation: Include invoices, booking confirmations, and supporting evidence
3. Investigation Period: We investigate disputes within 5-10 business days
4. Resolution Communication: You receive written notification of our decision
5. Appeal Process: If unsatisfied, you may request escalation to management

4.4 Chargebacks

Regarding credit card chargebacks:

• Contact us before initiating chargebacks to resolve issues amicably
• Unjustified chargebacks may result in account suspension
• We reserve the right to contest illegitimate chargebacks
• Chargeback fees may be passed to the responsible party
• Multiple chargebacks may result in permanent service denial

5. Late Payment and Collection

5.1 Payment Terms

• Standard payment terms: Net 30 days from invoice date
• Early payment discounts available for some services (inquire for details)
• Late payments subject to interest charges (1.5% per month or maximum allowed by law)
• Significantly overdue accounts may be referred to collection agencies

5.2 Collection Procedures

For overdue payments:

1. Reminder Notice: Sent 3 days after payment due date
2. Second Notice: Sent 10 days after due date with late fee notification
3. Final Notice: Sent 20 days after due date warning of collection action
4. Collection Action: After 30 days, account may be sent to collections

6. Special Circumstances and Adjustments

6.1 Service Quality Issues

If you believe services did not meet professional standards:

• Contact us within 48 hours of the service/booking completion
• Provide specific details and evidence of quality concerns
• We investigate and may offer partial refund, credit, or replacement service
• Professional standards disputes evaluated objectively by management

6.2 Weather-Related Cancellations

For outdoor shoots or events affected by weather:

• Minor weather inconveniences do not qualify for cancellation
• Severe weather warnings from official sources may justify cancellation
• Rescheduling strongly encouraged over cancellation
• Each situation evaluated based on safety and feasibility

6.3 Technical Issues

If technical problems with our website or systems affect transactions:

• Duplicate charges will be refunded immediately
• Payment processing errors corrected upon notification
• Lost data or bookings will be reconstructed from backup systems
• No liability for transactions completed on third-party platforms

7. Refund Request Procedure

7.1 How to Request a Refund

To request a refund from Elite Models Agency Dubai:

1. Submit Written Request: Email [email protected] with "Refund Request" in subject line
2. Include Required Information:
   • Your full name and contact information
   • Booking reference or transaction number
   • Date of service or payment
   • Amount paid and payment method
   • Detailed reason for refund request
   • Supporting documentation (if applicable)
3. Review Period: We review requests within 5-7 business days
4. Decision Notification: You receive written response via email
5. Refund Processing: If approved, refund processed according to payment method timeline

7.2 Required Documentation

Depending on refund reason, you may need to provide:

• Original booking confirmation or invoice
• Payment receipt or transaction confirmation
• Medical certificates (for health-related cancellations)
• Government notices or official documents (for force majeure claims)
• Communication records with Agency staff
• Photographs or evidence (for quality disputes)

8. Non-Refundable Expenses

8.1 Third-Party Costs

The following third-party expenses are non-refundable:

• Travel bookings (flights, hotels) made on client's behalf
• Venue rental fees paid to external providers
• Equipment rental from third-party suppliers
• Makeup artist and hair stylist fees (external professionals)
• Photography and videography services from third parties
• Visa application and processing fees

8.2 Incurred Expenses

Expenses already incurred before cancellation are non-refundable:

• Preparatory work completed before cancellation notice
• Marketing materials already produced
• Staff time invested in booking coordination
• Lost opportunity costs (other bookings declined due to your reservation)

9. Model Payment and Commission

9.1 Model Payment Terms

For models represented by our agency:

• Payments processed 30-45 days after client payment receipt
• Agency commission deducted before payment to model (20-30% as per contract)
• Detailed earnings statement provided with each payment
• Minimum payment threshold may apply (typically AED 500)
• Payment methods: bank transfer, check, or agreed alternative

9.2 Disputed Model Payments

If a model disputes a payment amount:

1. Review booking agreement and earnings statement
2. Contact Agency with specific payment concerns
3. Provide documentation supporting dispute
4. Agency investigates and responds within 10 business days
5. Payment adjustments made if error confirmed

10. International Transactions

10.1 Currency and Exchange Rates

• All prices quoted in UAE Dirhams (AED) unless otherwise specified
• International payments subject to exchange rate fluctuations
• Exchange rates determined at time of transaction processing
• Currency conversion fees may apply (charged by payment processor)
• Refunds issued in original transaction currency when possible

10.2 International Banking Fees

• International wire transfer fees may be deducted from refund amount
• Client responsible for receiving bank fees
• Alternative payment methods available to minimize fees

11. Tax Implications

11.1 VAT and Tax Treatment

• UAE VAT (5%) applied to applicable services
• Refunds include proportional VAT refund
• Tax invoices issued for all transactions
• Clients and models responsible for their own tax obligations
• Consult tax professional for specific tax advice

12. Modifications to Refund Policy

Elite Models Agency Dubai reserves the right to modify this Refund Policy:

• Changes effective upon posting to website
• Significant changes communicated via email notification
• Existing bookings governed by policy in effect at booking time
• Review policy periodically for updates

13. Contact Information for Refund Inquiries

14. Dispute Escalation

If you're unsatisfied with our refund decision:

1. Request Manager Review: Ask for escalation to senior management
2. Provide Additional Information: Submit any additional supporting evidence
3. Management Review: Senior management reviews case within 5-7 business days
4. Final Decision: You receive written notification of final decision
5. External Resolution: If still unsatisfied, consider mediation or legal recourse as outlined in our Terms and Conditions

15. Consumer Protection

As a models agency based in Dubai, we comply with:

• UAE Consumer Protection Laws
• Dubai Economic Department regulations
• International best practices for fair business dealings
• Industry standards for modeling agencies

Your consumer rights are protected by UAE law. For consumer protection inquiries, contact the Dubai Consumer Protection Department.

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