Refund & Cancellation Policy

1. Overview

We quote every project individually and order materials, plants and labour specifically for you, so cancellation terms depend on how far a project has progressed. This policy sets out the standard windows that apply unless your signed quotation or contract states otherwise. Nothing in it limits your rights under applicable UAE consumer protection laws.

2. Consultations and site assessments

Initial consultations and site assessments for quotation purposes are free of charge within our service areas. If you need to cancel or move a scheduled visit, please let us know at least 24 hours in advance by phone, WhatsApp or email. No fee is charged for cancelled assessments, although after repeated no-shows we may ask for a small, refundable booking deposit before rescheduling.

3. Design fees

Where a project includes a paid design stage, such as concept drawings, 3D visuals or planting plans, the design fee covers professional time spent. Design fees are refundable in full if you cancel before any design work has started. Once design work has begun the fee is non-refundable, and once design deliverables have been issued it is earned in full. If you proceed with us to construction, design fees are credited against the project price where your quotation says so.

4. Project deposits and cancellation before work starts

Deposits confirm your slot in our schedule and allow us to order materials and plants. If you cancel a confirmed project before work on site has started:

• Within 48 hours of paying the deposit: full refund of the deposit, provided no materials have been ordered at your request.
• After 48 hours but before materials or plants are ordered and before our team is mobilised: the deposit is refunded minus costs actually incurred, such as design time, permit fees or supplier charges, which we will document for you.
• After materials or plants have been ordered, or after mobilisation (delivery of materials, equipment or labour to site): the deposit is non-refundable, as it covers committed costs. If committed costs exceed the deposit, we may invoice the difference.

5. Rescheduling

You may reschedule a confirmed start date free of charge with at least 7 days' notice, subject to our availability. Shorter notice may result in a rescheduling fee to cover labour and delivery rebooking, which we will confirm before applying. Where we need to reschedule because of weather, material delays or other reasons, we will offer new dates at no cost to you.

6. Cancellation during project execution

If you cancel after work has started, you agree to pay for all work completed to date, materials delivered or ordered for your project, and reasonable demobilisation costs. We will issue a final account showing these amounts and either refund any balance of payments received or invoice the shortfall. Materials delivered and paid for remain with you; materials that can be returned to suppliers will be credited minus any restocking charges.

7. Cancellation by Absher Landscaping

In rare cases we may need to cancel, for example if a site is unsafe, required approvals cannot be obtained, or a project is no longer feasible as quoted. If we cancel for reasons not caused by you, we will refund in full all payments received for work not performed, including the deposit. We will not be liable for any other losses resulting from such a cancellation.

8. Maintenance contracts

Monthly maintenance contracts can be cancelled by either party with 30 days' written notice. You remain responsible for fees up to the end of the notice period, and any prepaid amount covering the period after termination is refunded pro-rata. Where a contract has a fixed minimum term at a discounted rate, early cancellation may require repayment of the discount as stated in your agreement. Individual visits can be rescheduled with at least 24 hours' notice; visits cancelled on the day or where access is not provided may be charged.

9. Defective or unsatisfactory work

If you are not satisfied with completed work, please tell us within 7 days of handover so we can inspect it. Work covered by our 12-month workmanship warranty will be repaired or replaced at no charge as the first remedy. Only where a defect cannot reasonably be remedied will we consider a partial refund for the affected element. Plant health is governed by the establishment terms in your quotation rather than by this policy.

10. Refund method and timeline

Approved refunds are processed within 7 to 14 business days of confirmation and returned to the original payment method wherever possible. Bank transfers go to the account the payment came from; card refunds may take additional time to appear depending on your bank. We will provide a written statement of any deductions. Refunds are made in UAE Dirhams, and we are not responsible for currency conversion differences or bank charges outside our control.

11. How to request a cancellation or refund

To cancel, reschedule or request a refund, contact us by any of the following methods and include your name, project or invoice reference and the reason for your request:

• Email: info.absherlandscape@gmail.com
• WhatsApp or phone: the number shown on our website, Saturday to Thursday, 8:00 to 18:00
• In writing: Absher Landscaping, Abu Dhabi and Dubai, United Arab Emirates

12. Our response and changes to this policy

We will acknowledge your request within 2 business days and confirm the outcome, including any deductions, in writing. We may revise this policy from time to time; the version in force on the date you accepted your quotation applies to that project. For any questions, contact us at info.absherlandscape@gmail.com.