Customer Related Information

1. Property Booking & Reservation

Any booking amount, reservation fee, Expression of Interest (EOI), or token payment made towards a property unit is subject to the terms and conditions of the respective developer, seller, landlord, or property owner.

Zain Properties LLC acts as a real estate brokerage and intermediary between buyers, sellers, landlords, tenants, and developers.

2. Cancellation Requests

Clients may request cancellation of a transaction by submitting a written request through email.

Cancellation requests must include:

• Full client name
• Property details
• Booking reference number
• Reason for cancellation

All cancellation requests are subject to review and approval based on the applicable transaction terms.

3. Refund Time Frame

If a refund is approved, the standard refund processing period may take between 14 to 45 working days, depending on:

• Developer or seller approval
• Banking procedures
• Payment gateway processing
• International transaction clearance
• Internal compliance verification

Some international refunds may require additional processing time.

4. Non Refundable Charges

The following charges may be non refundable once processed:

• Administrative charges
• Real estate brokerage fees
• Developer registration fees
• DLD fees
• Trustee office charges
• Mortgage processing fees
• Valuation fees
• Third party service charges
• Government related fees
• Payment gateway transaction charges
• Currency conversion or bank transfer charges

5. Service Fees & Penalties

In case of cancellation after documentation, booking confirmation, or transaction processing, cancellation charges or administrative fees may apply.

Applicable fees may vary depending on:

• Developer policies
• Seller or landlord terms
• Stage of transaction processing
• Payment method used
• Contractual obligations

6. International Payments

For international transactions made through card payments, bank transfers, payment links, or Manual POS facilities, refunds may be subject to:

• International banking regulations
• Compliance procedures
• Currency exchange differences
• Card issuer policies
• Processing deductions by payment providers

Zain Properties LLC shall not be responsible for delays caused by external banks or payment service providers.

7. Failed or Rejected Transactions

If a transaction fails, is rejected, or cannot be completed due to banking restrictions, compliance issues, incorrect information, or payment authorization problems, the refund process will begin only after confirmation from the relevant financial institution.

8. Developer & Third Party Policies

Certain projects, off plan properties, or developer offers may have separate cancellation and refund conditions imposed directly by the developer or property owner.

Clients are advised to carefully review all developer agreements and sales terms before making payments.

9. Right to Refuse Refund

Zain Properties LLC reserves the right to refuse refund requests in cases involving:

• Signed contractual commitments
• Confirmed developer allocations
• Fraudulent activity
• Chargeback abuse
• Violation of agreed transaction terms
• Government compliance restrictions

1. Information We Collect

Zain Properties LLC may collect personal, financial, and transactional information necessary for providing real estate services and complying with UAE regulations.

Information may include:

• Full name
• Contact number
• Email address
• Nationality
• Passport or Emirates ID copy
• Visa details
• Company details
• Property preferences
• Transaction history
• Payment information
• Bank transfer details
• Credit card authorization documents
• Investment interests
• Communication records
• Website usage information

2. Purpose of Data Collection

Client information may be collected and used for:

• Property sales and leasing services
• Client identification and verification
• Real estate transaction processing
• Property booking and registration
• Payment processing and confirmations
• Compliance with UAE laws and regulations
• Anti fraud and security verification
• Customer support and communication
• Marketing and promotional activities
• Investment consultation services
• Internal business records
• Service improvement and analytics
• Responding to legal or regulatory requests

3. Payment & Financial Information Protection

Zain Properties LLC takes reasonable administrative and technical measures to help protect payment related information and financial transactions.

Certain payment transactions may require:

• Identity verification
• Card authorization forms
• Compliance review
• Additional supporting documents

Sensitive financial information is processed through approved banking systems, payment gateways, or authorized financial institutions.

4. Data Sharing Policy

Zain Properties LLC does not sell client personal information to third parties.

Information may only be shared when necessary with:

• Property developers
• Landlords or property owners
• Government authorities
• Financial institutions
• Payment processors
• Legal advisors
• Regulatory authorities
• Service providers involved in the transaction process

5. International Transactions & Compliance

Certain international transactions may require additional compliance procedures, verification checks, or regulatory review depending on:

• Country specific banking rules
• International payment regulations
• Anti money laundering requirements
• Fraud prevention measures
• Banking security protocols

Zain Properties LLC reserves the right to request additional documentation where required.

6. Website Cookies & Analytics

Our website may use cookies, analytics tools, and tracking technologies to improve user experience and website performance.

These tools may help us:

• Understand website traffic
• Improve website functionality
• Analyze visitor behavior
• Enhance marketing campaigns
• Customize user experience

Users may disable cookies through their browser settings if preferred.

7. Data Security & Protection

Zain Properties LLC implements reasonable security procedures and operational measures to help protect collected information from:

• Unauthorized access
• Misuse
• Data loss
• Alteration
• Disclosure
• Fraudulent activity

However, while we strive to maintain secure systems, no online platform or electronic transmission can be guaranteed as fully secure.

8. Marketing Communication

Clients may receive:

• Property updates
• Investment opportunities
• Market insights
• Promotional campaigns
• Company announcements

Clients may request removal from marketing communication lists at any time.

9. Record Retention

Information and transaction records may be retained for:

• Legal obligations
• Regulatory compliance
• Financial record keeping
• Dispute resolution
• Business operations

Retention periods may vary depending on applicable UAE laws and transaction requirements.

10. Third Party Websites

Our website or communication channels may contain links to third party websites or external platforms. Zain Properties LLC is not responsible for the privacy practices, security, or content of external websites. Users are encouraged to review third party privacy policies separately.

11. Limitation of Liability

Zain Properties LLC shall not be held responsible for:

• External cyber attacks
• Banking system failures
• Third party platform breaches
• Internet disruptions
• Unauthorized actions beyond reasonable company control

Clients are encouraged to maintain secure communication and protect their personal credentials and devices.

12. Policy Updates

Zain Properties LLC reserves the right to update, amend, or modify this policy at any time without prior notice to ensure compliance with changing regulations and business practices.