REFUND & CANCELLATION POLICY

Last updated: October 31, 2025

1. Purpose

This policy explains how Old Crane Gateway, a brand of Old Crane Global FZCO (Dubai, United Arab Emirates), handles rescheduling, cancellations, and refunds for advisory sessions, packages, and related services. It applies to all bookings made through our website, Acuity Scheduling, email,  or by direct invoice.

2. General Principles

  • Advisory work is delivered in reserved time blocks dedicated exclusively to each client.

  • Once a session or project is booked, we commit that time; flexibility is therefore limited to maintain fairness and service continuity.

3. Rescheduling or Cancellation by the Client (Acuity self-service)

  • You may reschedule or cancel a confirmed advisory session up to 24 hours before the scheduled start time at no charge.

  • Changes can be made directly through the Acuity links in your confirmation email (self-service).

  • Requests made less than 24 hours before the scheduled start time are treated as late cancellations and are non-refundable.

  • No-shows are non-refundable.

  • Packages or retainers: unused advisory time may be rescheduled or credited toward future sessions at our discretion; monetary refunds are not issued once work has commenced.

  • Time zones: Acuity automatically adjusts to your local time and displays the correct rescheduling window on your confirmation.

4. Non-Refundable Government and Third-Party Fees

Government, free-zone, and third-party fees—such as company-license submissions, visa or residency processing, document translation, attestation, or courier charges—are non-refundable once payment has been submitted or processing has begun. These costs are paid to external authorities or service providers and are outside the control of Old Crane Gateway.

5. Cancellations by Old Crane Gateway

If we must cancel or postpone due to our own circumstances (consultant illness, technical issues, or other unavoidable disruption), you will be offered either:

  • a full refund, or

  • rebooking at no additional cost.

No further compensation or consequential damages are owed beyond the value of the affected service.

6. Refund Method, Timeline & Chargebacks

  • Approved refunds are issued to the original payment method (Stripe, Wio Business, Payoneer, or other used method).

  • Processing time: within 10 business days, subject to payment-provider timelines and exchange-rate variation.

  • Processor or bank fees are non-refundable.

  • Chargebacks: initiating a chargeback without first contacting us may breach our Terms. We reserve the right to contest chargebacks with documentation.

7. Multi-Currency Transactions

Payments may be made in AED, USD, EUR, GBP, or other currencies supported by our payment providers (including Stripe, Wio Business, Payoneer, and comparable platforms).

Refunds are always issued in the same currency used for the original payment, and any exchange-rate or conversion difference at refund time is outside the responsibility of Old Crane Gateway.

8. EU / UK Consumer Rights (residents only)

For residents of the EU or UK: under Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013, distance contracts include a 14-day cooling-off right. By booking a consultation or beginning an advisory engagement with Old Crane Gateway, you explicitly request immediate service delivery and acknowledge that the cooling-off right ends once advisory work begins.

9. Exceptional Circumstances

Documented medical emergencies or comparable hardship may be reviewed case by case at our discretion.

10. How to Request a Refund or Change

  • Reschedule or cancel: use the Acuity links in your confirmation email (fastest).

  • If a link is unavailable (e.g., package adjustments), email info@oldcranegateway.com with your booking details and reason.

  • We respond within 24–48 hours (business days).

  • We may request reasonable information to verify your identity and booking before processing.

11. Governing Law

This policy is governed by the laws of the United Arab Emirates. Disputes fall under the jurisdiction of the Dubai Courts, unless an engagement letter specifies arbitration under DIAC Rules seated in Dubai.

12. Contact

For refund or cancellation inquiries, please contact:
Email: info@oldcranegateway.com
Postal address: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates