Refund & Cancellation Policy

Last updated: 24 June 2026

(An incorporated policy under the Roster+ Portal Terms of Use — Part A §0.4(b), §29.4)

R0. Front Matter, Status & Incorporation

R0.2 What this Policy is. This is the Refund & Cancellation Policy referred to in Part A clause 0.4(b) and listed at Part A clause 29.4. It is an incorporated policy that forms part of the Roster+ Portal Terms of Use ("Part A") and is binding on every User to whom it applies. It is operated by the Operator — TRANSCENDA COMPUTER SYSTEMS & COMMUNICATION EQUIPMENT SOFTWARE DESIGN EST. (short-form "Roster+", "we", "us", "our") — the sole contracting party and principal for every Service delivered through the Portal (Part A §1.1, §1.4).

R0.3 Relationship to Part A and the Schedules. This Policy implements and details the cause-based refund and cancellation framework in Part A §16 (Fees, Refunds & Cancellation-by-Cause), read with the payment, fraud, and stolen-card machinery in Part A §14A, set-off in §14D, the principal-delivery obligation in §15, the back-to-back allocation in §15B, suspension/termination in §19, AML/CFT in §21, Force Majeure in §23, and the VAT treatment in §17. It is to be read together with:

Schedule B — Performer Engagement Terms (the supplier/Payout, Kill-Fee, Rolling-Reserve, and settlement-timing side: B12, B13, B14, B21);
Schedule C — Client Terms (the buying side: C8, C12); and
Schedule D — Organisation / Management Terms (the Organisation as single supplier: D11, D12, D14).

R0.4 Order of precedence. The Part A §0.5 precedence stack governs and is not altered by this Policy: (1) the mandatory laws of the UAE (including the consumer-protection rights described in Part A §16); (2) Part A; (3) the applicable role Schedule (B, C, or D); (4) the applicable per-booking Engagement Confirmation; (5) the incorporated policies (including this Policy). This Policy is an incorporated policy and therefore sits below Part A and the Schedules: where this Policy conflicts with a mandatory consumer right, with Part A, or with a Schedule, those prevail, and any provision of this Policy that would exclude or limit a non-excludable consumer right is read down to the minimum extent necessary to be valid (Part A §0.6).

R0.5 Supremacy of mandatory consumer rights. Nothing in this Policy excludes, restricts, or limits any right or remedy that the law of the UAE makes mandatory and non-excludable for consumers, including the cause-based cash-refund right for a Seller-Side Failure or an applicable Cooling-Off (Part A §16.3, §16.6; Schedule C C12.2). Where this Policy describes credit-only treatment or any forfeiture, that treatment applies only in the circumstances in which Part A §16 permits it and never displaces a mandatory cash refund.

R0.6 Defined terms. Capitalised terms used and not defined in this Policy have the meaning given in Part A §3 and in the applicable Schedule. In particular: Coins / Roster Coins (1 Coin = 1 AED), Wallet, Top-Up, paid Coins, bonus Coins, Booking Request, Booking-Request Fee, Booking, Engagement / Engagement Confirmation, Cancellation Cause, Seller-Side Failure, Buyer Change-of-Mind, Cooling-Off, Earnings / Payouts, Kill-Fee, Rolling Reserve, Payout Tier, Instant-Pay Fee, PSP, Receipt / Invoice, Credit Note, and Float each carry their Part A / Schedule meaning. References to an "event" are illustrative only and are not limiting; this Policy applies with equal force to any lawful Purpose (Part A §3.5A).

R0.7 Language. This Policy is made available in English and Arabic. Where a User is a consumer in the UAE, the Arabic version prevails in the event of any conflict (Part A §0.3).

R1. The Coin / SVF Refund Model — How Money and Coins Resolve

R1.1 The single-purpose stored-value model. Roster Coins are single-purpose stored value (1 Coin = 1 AED), bought by a Client as a prepayment toward our own Services and redeemable only against those Services (Part A §6.1). Coins are not money, currency, e-money, a deposit, or a claim on any third party, and they bear no interest. We are a principal selling our own booking Service, not an agent, escrow agent, or money-holder for any other person (Part A §1.4). This character drives how refunds resolve.

R1.2 The default rule — refund to the Wallet, not cash to the buyer. Because Coins are single-purpose stored value that is not cash-redeemable to the buyer, the default resolution of a cancellation is that the value resolves back inside the Coin facility — that is, Coins are returned (or re-credited) to the Client's Wallet as re-spendable credit against our Services — and is not withdrawn or paid out to any card or bank account (Part A §6.3; Schedule C C4.1). A Client never "cashes out" a Wallet, and Coins are never converted to cash, on a voluntary cancellation.

R1.3 The mandatory exception — cash to the original instrument where the law requires. The default in R1.2 is expressly subject to the mandatory consumer-rights carve-out. Where, and only where, a refund arises from a Seller-Side Failure (SELLER_NONDELIVERY, SELLER_CANCEL, or SERVICE_FAULTY, including SERVICE_PARTIAL) or from an applicable statutory Cooling-Off right, the AED actually paid is refunded in money to the original payment instrument used for the relevant payment (Part A §16.3, §14A.6; Schedule C C12.2). In that case a re-spendable Wallet credit is not a lawful substitute for the cash refund (Part A §16.3). This is the heart of the model:

Buyer Change-of-Mind → value returns to the Wallet as credit (or is forfeited per the disclosed schedule). Seller-Side Failure or Cooling-Off → the AED actually paid is refunded in cash to the original card/account, with a VAT Credit Note.

R1.4 No third-party or alternative-instrument refunds. Any cash refund is made only to the original payment instrument / card used for the relevant payment, and never to a different card, a different account, cash, or a third party (Part A §14A.6; Schedule C C8.4, C12.9). A reversal of a Top-Up itself (rather than a Booking) is permitted only for an unconsumed, recently made, failed, or duplicate Top-Up (Part A §14A.6).

R1.5 What a cash refund returns — the AED actually paid. A cash refund returns the AED you actually paid (including any VAT element actually paid, reflected on a VAT Credit Note under Part A §17), computed from the recorded per-Coin cost basis of the Coins applied to the Booking. It is never the face value of bonus Coins (R1.6). The two-ledger model (paid Coins vs bonus Coins, each with its AED cost basis) exists so that a refund returns the AED actually paid and nothing more (Part A §6.5, §16.5).

R1.6 Paid Coins vs bonus Coins — the refund waterfall. Coins are tracked in two classes:

Paid Coins — Coins bought by Top-Up, each carrying the AED cost basis actually paid. On a Seller-Side Failure or Cooling-Off, the paid-Coin portion is returned as cash to the original instrument; on a Buyer Change-of-Mind, the paid-Coin portion returns to the Wallet as credit (or is forfeited per the disclosed schedule).
Bonus / promotional Coins — Coins granted by us, with no AED paid by the Client. Bonus Coins are never refunded as cash; on any cancellation they are returned as credit or forfeited, and never converted to money.

The refund waterfall is therefore: paid Coins → cash on Seller-Side Failure / Cooling-Off (else credit or forfeiture); bonus Coins → credit or forfeiture only (Part A §16.5).

R1.7 Mixed-tender Bookings. Where a Booking is paid partly with paid Coins and partly with bonus Coins, or with paid Coins drawn from two or more Top-Ups carrying different AED cost bases, the refund applies the waterfall in R1.6 portion by portion: on a Seller-Side Failure (or applicable Cooling-Off) the paid-Coin portion is returned as cash to the original instrument(s) and the bonus-Coin portion is returned as credit; the AED returned is computed from the recorded per-Coin cost basis of the Coins actually applied to that Booking, selected on the disclosed basis. A Buyer Change-of-Mind on a mixed-tender Booking follows the credit / forfeiture rule for both portions (Part A §16.5; Schedule C C12.9).

R1.8 Coins, Wallet and Earnings are separate. A refund to a Client moves value within or out of the Client's Wallet / paid-Coin ledger (the Float — our deferred revenue / contract liability). It is never funded from, netted against, or linked to a Performer's or Organisation's Earnings (our trade payable). The two liability accounts are kept separate and are never pooled or netted, and no ledger line links a Client payment to a Payout (Part A §6.10, §6.9). A Client refund and a Performer Payout are decided independently.

R2. The Booking-Request Fee — Refund Treatment

R2.1 What the Fee is. The Booking-Request Fee is paid by the Client in Coins to make a Booking Request; it is our own revenue, is not a commission, and the Performer receives nothing from it (Part A §6.6). It is consideration for our processing and routing of the request and the opening of the 24-Hour negotiation Window (Part A §7.17).

R2.2 Engagement formed. Where a Booking Request leads to a formed Engagement and the Booking proceeds, the Booking-Request Fee is consumed and is dealt with as part of the Booking under R3–R5.

R2.3 Lapsed, declined or unanswered request. Where the Performer declines, does not respond, or the 24-Hour Window lapses with no Engagement formed, the treatment of the Fee is as set out in the Fee Schedule and Part A §16, and (Part A §7.17; Schedule C C6.5). Any retention is disclosed in advance and is in all cases subject to your mandatory consumer rights.

R2.4 Performer-responsiveness service level (auto-credit). Where the Performer-responsiveness service level applies, a repeated failure of a Performer to respond triggers an auto-credit of the Booking-Request Fee to the Client's Wallet, so that a Client is not made to burn Fees on persistently non-responsive Performers (Schedule C C6.5(d), C6.6). The thresholds for the service level are set in the Fee Schedule and the Portal.

R2.5 Idempotency — no double charge. A double-tap or retry of the same Booking Request is handled idempotently so that the Client is not charged the Booking-Request Fee more than once for the same request (Schedule C C6.6). A duplicate charge is reversed as a duplicate Top-Up / Fee error under R1.4.

R3. Cancellation Cause — The Branching Engine

R3.1 Every cancellation is classified by Cause. Every cancellation, non-delivery, or refund event is classified by Cancellation Cause (Part A §16.2). The Cause determines whether value returns as cash to the original instrument or as credit / forfeiture to the Wallet, and how the secured Coin hold and any Fee resolve. The Causes are:

Code	Meaning	Side	Default money resolution
`SELLER_NONDELIVERY`	We / the Performer fail to deliver the booked Service (including Performer no-show)	Seller-Side Failure	Cash refund of AED paid + VAT Credit Note
`SELLER_CANCEL`	We or the Performer cancel a confirmed Booking	Seller-Side Failure	Cash refund of AED paid + VAT Credit Note
`SERVICE_FAULTY`	Delivered Service is faulty / non-conforming to the booked specification	Seller-Side Failure	Cash refund (in full or pro-rata) + VAT Credit Note
`SERVICE_PARTIAL`	Service delivered only in part or materially late	Seller-Side Failure (quality)	Pro-rata cash refund for the deficient portion
`BUYER_CHANGE_OF_MIND`	Client's voluntary cancellation outside any Cooling-Off right	Buyer	Credit to Wallet or forfeiture per the disclosed schedule
`COOLING_OFF`	A statutory cooling-off right applies	Buyer (statutory)	Cash refund of AED paid + VAT Credit Note
`FORCE_MAJEURE`	An event beyond reasonable control prevents delivery	Non-delivery	Cash refund of AED paid (treated as non-delivery — R6)
`SHAM_WASH`	Booking found to be a sham / wash / collusive-fraud transaction	Void	No consumer cash-refund right; void + recovery + reporting

R3.2 Seller-Side Failure → cash. SELLER_NONDELIVERY, SELLER_CANCEL, SERVICE_FAULTY, and SERVICE_PARTIAL are each a Seller-Side Failure. On any of them, the Client is entitled to a cash refund of the AED actually paid, to the original instrument, with a VAT Credit Note (R1.3, R1.5; Part A §16.3; Schedule C C12.2). This right is mandatory and non-excludable; a Wallet credit is not a substitute (R0.5).

R3.3 Cooling-Off → cash (where it exists). Where a statutory Cooling-Off right applies to the Booking, the same cash-refund treatment in R3.2 applies (Part A §16.3, §16.8). Scope is addressed in R8.

R3.4 Buyer Change-of-Mind → credit or forfeiture. Where the Cause is BUYER_CHANGE_OF_MIND — a voluntary cancellation outside any Cooling-Off right — the remedy is credit to the Wallet or forfeiture per the disclosed cancellation-fee schedule (R5; Part A §16.4; Schedule C C12.5). This is the only circumstance in which the credit-only / non-cash rule (Part A §6.3) applies.

R3.5 Partial / late performance. SERVICE_PARTIAL (for example, the Performer plays 30 of 60 contracted minutes, arrives materially late, or a curfew overrun cuts the set) is a quality failure and gives rise to a pro-rata cash refund of the AED actually paid for the undelivered or deficient portion, treated on the cash side consistent with R3.2 for a consumer Client (Schedule C C12.3; Schedule B B12.4).

R3.6 Evidence and burden. A No-Show, lateness, under-performance, or cancellation is assessed on the evidence of record — the Portal check-in, the Client's confirmation (or auto-confirmation after the stated window), and the recorded company-channel communications (Schedule B B12.1, B10.7; Schedule C C7.6). Where the evidence conflicts, the default outcome is as set in this Policy, subject to the Client's mandatory consumer rights.

R4. The Secured Hold, the Clearing Window & Performer Payout — How Each Cause Resolves

R4.1 The secured Coin hold. When a Booking is confirmed, the Client's price is paid in Coins and secured against the Booking (Part A §7.9). Until the Booking resolves, that secured value is committed and is not released either to the Performer (as a Payout) or back to the Client (as credit or cash) except as set out below.

R4.2 The payment-safe / clearing window before Payout. A Performer (or Organisation) is never paid immediately on completion. To manage chargeback, refund, and fraud risk, Payouts are held for a safe period after delivery — a settlement window (for example a weekly payout day, or T+N days) that covers the chargeback / dispute window (Part A §6.9, §14A.10; Schedule B B14.1; Schedule D D12.1). The hold is longer for new Performers and shortens as a Performer's Payout Tier improves with track record, up to instant pay subject to the Instant-Pay Fee (Schedule B B14.2; Schedule D D12.2).

R4.3 Resolution by Cause. The secured hold, the Booking-Request Fee, and any Payout resolve as follows:

(a) SELLER_NONDELIVERY / SELLER_CANCEL / SERVICE_FAULTY / SERVICE_PARTIAL (Seller-Side Failure).

Client side: cash refund of the AED actually paid (in full, or pro-rata for SERVICE_PARTIAL) to the original instrument, with a VAT Credit Note (R3.2, R3.5). The secured hold is released back to the Client as cash to that extent.
Booking-Request Fee: where the failure is on the seller side, the Fee is not retained against the Client to the extent it relates to a Service we failed to deliver; it is credited / refunded consistent with R2 and the Client's mandatory rights.
Performer side: a Performer who caused the failure (no-show, under-performance, faulty delivery) is not paid for the undelivered or deficient portion; our recovery against that Performer is a separate supplier matter (R10; Schedule B B12).
Our position: we (as principal) bear the Client-facing cash-refund cost and pursue any supplier recovery separately (Part A §15.2, §16.11).

(b) COOLING_OFF. As (a) on the Client side: cash refund of the AED actually paid, to the original instrument, with a VAT Credit Note. The secured hold is released back to the Client as cash. Performer Payout, if the Performer had not yet performed, does not arise; if the Performer reasonably held the date, any Kill-Fee is our cost (R5.4) and is not funded from the Client's cash refund.

(c) BUYER_CHANGE_OF_MIND (outside Cooling-Off).

Client side: credit or forfeiture per the disclosed tapering schedule (R5). The non-forfeited portion of the secured hold returns to the Client's Wallet as credit (not cash). Bonus Coins follow R1.6.
Performer side: where the Client cancels a confirmed Booking after the Performer has reasonably incurred costs or held the date, we may owe the Performer a Kill-Fee (R5.4; Schedule B B12.7). On a change-of-mind cancellation, the Kill-Fee may be funded from the Client's forfeited / non-refundable amount for that Booking (Schedule D D14.5). The Kill-Fee remains our cost decision and is not presented to the Client as a pass-through of their forfeiture; the Client price and the Performer Kill-Fee are two separate prices (Schedule C C12.6).

(d) Client no-show / late cancellation. Where the Client no-shows or cancels late and the Performer is ready or has held the date, the Client forfeits per the disclosed schedule (R5). Separately and independently, we may owe the Performer a Kill-Fee, which is our cost and is not computed from the Client's forfeiture (Schedule C C12.6).

(e) FORCE_MAJEURE. Treated as non-delivery on the Client side: cash refund of the AED paid (R6). Our recovery from, or settlement with, the Performer is a separate supplier matter borne by us, not the Client (Part A §16.11, §23.1).

(f) SHAM_WASH. The Booking is void, confers no consumer cash-refund right, and is dealt with under R9 / Part A §16.12, §19, §21, §14D (forfeiture, recovery, reporting). No Payout is released.

R4.4 Good-faith Performer protection (no clawback for delivered Service). Where we have already paid a Performer who delivered the Service in good faith, and the underlying Client payment is later reversed for fraud (for example a stolen-card chargeback), we (as principal) bear that loss and pursue recovery from the responsible party; we do not claw back the good-faith Performer's earnings for a Service actually delivered (Part A §14A.10; Schedule B B14, B21). A Performer complicit in the fraud is not protected and is subject to clawback, Rolling-Reserve recovery, and set-off (Part A §14D; Schedule B B22.5).

R4.5 Rolling Reserve and set-off. We may hold a Rolling Reserve against a Performer's or Organisation's Earnings to cover chargeback, refund, clawback, and dispute exposure, and may set off and recover against Earnings under Part A §14D (Schedule B B13.6; Schedule D D11.8). A protected minor's cash share is never absorbed into Reserve or set-off (Schedule B B2.4; Schedule D D11.8).

R5. Forfeiture & the Cancellation-Fee (Kill-Fee) Schedule

R5.1 When forfeiture can apply. Forfeiture or a cancellation fee can apply only on a BUYER_CHANGE_OF_MIND cancellation outside any Cooling-Off right, or on a Client no-show / late cancellation (R4.3(c)–(d)). Forfeiture never applies to defeat a Seller-Side-Failure or Cooling-Off cash refund, and never to a mandatory refund (R0.5; Part A §19.6).

R5.2 Proportionality. Any forfeiture or cancellation fee is proportionate to genuine cost and is disclosed in advance (Part A §16.10). It is typically applied on a tapering scale by reference to how close to the performance date the cancellation occurs (more is retained the closer to the date), reflecting the supplier costs committed and the date held.

R5.3 Credit vs forfeiture. On a Buyer Change-of-Mind, the non-forfeited portion returns to the Client's Wallet as credit (re-spendable against our Services); only the forfeited portion is retained (R4.3(c)). The split is per the disclosed schedule.

R5.4 Kill-Fee (Performer side). The Kill-Fee is the cancellation compensation we pay a Performer (or, for managed artists, the Organisation) where a confirmed Booking is cancelled at the Client's instance after the Performer has reasonably incurred costs or held the date (Schedule B B12.7; Schedule D D14.5). The Kill-Fee:

is typically on a tapering scale plus the Performer's reasonable, evidenced, non-recoverable sunk costs (for example non-refundable travel);
is our cost and is independent of the Client price — it is not computed from, or a pass-through of, the Client's forfeiture (Schedule C C12.6);
on a Client change-of-mind cancellation, may be funded from the Client's forfeited / non-refundable amount (Schedule D D14.5); and
on a Client default / non-funding, is subject to the back-to-back funded-amount ceiling — our liability for it is limited to the amount actually funded and received for that Booking (Schedule B B21.3; Schedule D D15.3; Part A §15B.3).

R5.5 Reschedule / substitution is not a cancellation. A Booking may be rescheduled, or a substitute Performer provided, only with the Client's informed consent. A reschedule or substitution the Client accepts is a variation of the existing Booking, not a non-delivery, and triggers no refund or forfeiture of itself. Where we cannot deliver and a reschedule or substitute is not validly agreed with the Client, the matter is a Seller-Side Failure and the Client's cash-refund right applies (Part A §7.16).

R5.6 Multi-artist, recurring, residency and tour Bookings. How the Booking-Request Fee, cancellation, forfeiture, and no-show rules apply per-occurrence versus across a series, line-up, residency, or tour is set out in the Fee Schedule and this Policy's operational table (Schedule C C7.7).

R6. Non-Delivery & Force Majeure

R6.1 Non-delivery → cash. On non-delivery of a booked Service — including a Performer no-show (SELLER_NONDELIVERY) or a Force Majeure event preventing delivery (FORCE_MAJEURE) — the Client receives a cash refund of the AED actually paid to the original instrument, with a VAT Credit Note (Part A §16.11; Schedule C C12.2). The Client's mandatory refund rights are unaffected by Force Majeure (Part A §23.1).

R6.2 Supplier recovery is ours. Our recovery from, or settlement with, the Performer in respect of a non-delivery or Force Majeure event is a separate supplier matter borne by us, not the Client (Part A §16.11). The Client's remedy for non-delivery is against us (Part A §15.2, §7.15).

R6.3 We are not the event organiser. Save for our delivery obligation, we are not responsible for the venue, production, permits, audience, attendance, or commercial success of any event (Part A §15.6). A failure of those matters — which are the Client's (or host's) responsibility — is not a Seller-Side Failure and does not give the Client a refund of our Service price, subject always to the Client's mandatory consumer rights.

R6.4 Off-Portal arrangements. The delivery undertaking and the refund rights in this Policy do not apply to anything any User arranges, agrees, pays, or does off-Portal in breach of the anti-circumvention terms (Part A §9.5, §9.10). There is no refund protection for an off-Portal side-deal.

R7. Chargebacks

R7.1 Internal process first. Before initiating any card chargeback, you must first use our internal complaints and refund process (R12) and the cause-based process in this Policy and Part A §16 (Part A §14A.5; Schedule C C8.3). The cause-based process is designed to deliver any cash refund you are lawfully entitled to without a chargeback.

R7.2 Improper chargebacks are a breach. Initiating a chargeback in respect of Coins that have been consumed, or of a completed Service, otherwise than through the proper refund process, or any improper or abusive chargeback, is a breach of Part A (Part A §14A.5, §12.2). We may dispute such chargebacks (representment), suspend the Account, recover the disputed amount and any chargeback fees and scheme fines, and exercise set-off under Part A §14D — in each case subject to your mandatory consumer rights (Part A §14A.5).

R7.3 No double recovery. You may not keep both a chargeback and a refund for the same payment. Where a refund has been made (or is being made) through this Policy and a chargeback is also pursued for the same payment, the duplicate recovery is reversed or set off (Schedule C C8.3).

R7.4 Cooperation with representment. You agree to cooperate with our representment evidence in a chargeback dispute (Schedule C C8.3). The evidence of record (check-in, confirmation, recorded communications, audit log) is used for representment.

R7.5 Performer protection on chargebacks. Where a chargeback reverses a Client payment after a good-faith Performer has been paid for a delivered Service, R4.4 applies — we bear that loss; the good-faith Performer is not clawed back. Payouts may be held until the chargeback / dispute window passes precisely to manage this risk (R4.2).

R8. Cooling-Off — Scope

R8.1 Where a Cooling-Off right exists. A statutory Cooling-Off right applies only where and to the extent UAE law provides one (Part A §16.8; Schedule C C12.7). Where it applies, the Client is entitled to a cash refund of the AED actually paid to the original instrument, with a VAT Credit Note (R3.3).

R8.2 Dated-event and time-specific carve-out. A Cooling-Off right may be excluded for dated event bookings and certain time-specific services. We reserve our position accordingly.

R8.3 Top-Up vs Booking cooling-off. Any Cooling-Off right, where it exists, attaches to the Booking / Service purchase, not necessarily to the Top-Up of Coins (which is a prepayment). Whether a Top-Up of Coins itself carries any cooling-off right (as distinct from the Booking it later funds) is (Schedule C C12.8).

R9. Unauthorised or Stolen Card Use — Freeze, Reverse, Suspend, Report

R9.1 Payment-instrument warranty. Every Client warrants that they are the authorised holder of, and are authorised to use, every payment instrument they use on the Portal, and will not use any stolen, unauthorised, fraudulent, or compromised card or instrument, and will not use the Portal to launder funds or to process payments for any other person without authority (Part A §14A.7; Schedule C C8).

R9.2 What we do on suspected unauthorised / stolen-card use. Where we reasonably suspect, or are notified (including by a chargeback, fraud alert, the PSP, a bank, or a card scheme), that a Top-Up or payment was made with a stolen, unauthorised, or fraudulent instrument, we may — immediately and without prior notice, and subject to your mandatory rights (Part A §14A.8; Schedule C C8.2):

Reverse and claw back the Coins credited from that payment and any Coins or balance derived from them (reverse);
Freeze, suspend, void, or reverse any related Booking Request, Engagement, or Booking (freeze);
Withhold, hold, or recover any related Payout (subject to the good-faith-Performer protection in R4.4 and Part A §14A.10);
Suspend or terminate the Account (suspend — Part A §19);
Recover the full amount, plus any chargeback fees, scheme fines, and reasonable costs, including by set-off (Part A §14D); and
Require additional identity verification before any further use.

R9.3 Liability and indemnity. The person who made or authorised the unauthorised payment is liable for all resulting losses and indemnifies us (Part A §14A.8, §18; Schedule C C8.2, C19).

R9.4 Fraud controls. We may screen, hold, delay, decline, limit, or reverse any Top-Up, payment, Booking, or Payout we reasonably suspect to be fraudulent, unauthorised, or in breach of the payment-instrument warranty, and may apply velocity and value limits and additional verification (Part A §14A.9, §5.4, §21).

R9.5 Reporting (report). We may report suspected payment fraud or stolen-card use to the PSP, card schemes, banks, regulators, the UAE Financial Intelligence Unit, and law-enforcement authorities, and cooperate with their investigations, as permitted or required by law (Part A §14A.9, §21.8).

R9.6 Genuine cardholder. Nothing in this clause R9 reduces the rights of a genuine cardholder who is the victim of fraud. A genuine victim's mandatory rights (including any chargeback right against their own bank under card-scheme rules) are unaffected; this clause R9 targets the person who made or authorised the unauthorised use.

R9.7 Refund-abuse / friendly-fraud defence. We may investigate, require evidence, apply velocity limits, and decline fabricated Seller-Side-Failure claims (for example a deposit → manufacture-dispute → cash-out pattern, or Performer collusion), in each case subject to your genuine mandatory consumer rights (Schedule C C12.13).

R10. Back-to-Back — How the Two Sides Resolve Without Crossing

R10.1 Separate contracts. We contract as principal separately with the Client (who buys our Service) and with the Performer / Organisation (whom we engage as supplier). The Client and the Performer are not in contract with each other (Part A §15B.1). A Client refund and a Performer Payout are therefore decided independently and are never netted (R1.8).

R10.2 Performer default → Client cash refund; Performer indemnifies us. If the Performer fails, no-shows, under-performs, or defaults, the Client's remedy is the cause-based refund in this Policy plus the Client's mandatory consumer rights — and not indirect, consequential, or third-party loss (Part A §15B.4, §14C). The Performer indemnifies us for its default, and we may recover our resulting losses (including any Client refund we fund) from the Performer via Rolling Reserve and set-off (R4.5; Schedule B B12, B21.4).

R10.3 Client default → our duty to the Performer is capped at the funded amount. If the Client fails to fund, cancels, no-shows, or defaults, our obligations to the Performer are suspended or reduced accordingly, and the Performer's recourse is against us only to the extent we have actually received cleared, funded payment for that Booking (the back-to-back funded-amount ceiling). Any Kill-Fee we owe in consequence is subject to that ceiling (R5.4; Part A §15B.3; Schedule B B21.3; Schedule C C13.3).

R10.4 Each User bears its own default. Each User is responsible for, and indemnifies us against, the consequences of its own breach, no-show, cancellation, or default; we are not liable to either User for the other User's acts or default, save only for our delivery obligation and the Client's mandatory consumer remedies (Part A §15B.5).

R10.5 Organisation as single supplier. For an Organisation, Earnings, Rolling Reserve, Payout Tier, and the Kill-Fee operate at the Organisation level; we pay the Organisation, which distributes to its managed artists internally (the split is internal to the Organisation and outside the Coin facility). There is no Roster+-operated split and no netting against the Float (Schedule D D11, D12, D14).

R11. Consumer-Law Interaction

R11.1 Mandatory consumer rights prevail. This Policy operates subject to, and never in derogation from, the mandatory rights of consumers under UAE consumer-protection law (Part A §16.6, §0.6). Where this Policy and a mandatory consumer right conflict, the mandatory right prevails and the conflicting provision is read down (R0.4, R0.5).

R11.2 Consumer vs business Client. Some treatments (for example the strength of certain limitations) differ between a Consumer Client and a Business Client as set out in Schedule C (C1A). The cash-refund right for a Seller-Side Failure and an applicable Cooling-Off is preserved for consumers regardless of any other provision (R3.2, R3.3).

R11.3 Pre-purchase disclosure (transparency). All restrictive terms — the no-cash-refund rule for a Buyer Change-of-Mind, any expiry, and any forfeiture or cancellation-fee schedule — are disclosed and affirmatively accepted at Top-Up and re-surfaced at booking, with consent logged, timestamped, and versioned (Part A §16.9; Schedule C C12.14). These terms are available in Arabic, which prevails for UAE consumers.

R11.4 Escalation to the authorities. A consumer's mandatory access to UAE consumer-protection remedies cannot be ousted. A consumer may escalate a complaint to the competent UAE consumer-protection authority (including the Ministry of Economy), and nothing in this Policy removes that right (Part A §26.3).

R11.5 Automatic documents. Every refund event generates the appropriate document of record: a VAT Credit Note on a cash refund (Part A §17), and a Wallet-credit / transaction entry on a credit resolution, each numbered, sequenced, and timestamped and available to the relevant party in the account documents vault (Part A §15A.6).

R12. How to Request a Refund or Cancellation, and Timelines

R12.1 How to request. To request a refund or to cancel a Booking, use the in-Portal complaints / refund process (the cancellation or "request a refund" flow on the Portal against the relevant Booking), or contact us through the channels in Part A §9.7 and §28.9 (the registered address in Part A §1.2, the contact email [email protected], or any designated contact channel published on the Portal). For a chargeback, use this process first (R7.1).

R12.2 What to provide. Identify the Booking reference and the reason for the request, so the Cancellation Cause can be classified (R3). For a quality or non-delivery claim, provide any supporting evidence; we rely on the Portal record (check-in, confirmation, recorded communications, audit log) as the source of truth (R3.6).

R12.3 Classification and outcome. We classify the request by Cancellation Cause and resolve it under R3–R6: a Seller-Side Failure or applicable Cooling-Off yields a cash refund of the AED actually paid to the original instrument, with a VAT Credit Note; a Buyer Change-of-Mind yields credit to the Wallet or forfeiture per the disclosed schedule.

R12.4 Refund timeline. Cash refunds are made within the period required by UAE consumer-protection law and, in any event, without undue delay, and in any event within the applicable statutory period of the refund becoming due (Part A §16.7; Schedule C C12.10).

R12.5 Credit timeline. A Wallet credit (on a Buyer Change-of-Mind or where credit is the correct resolution) is applied to the Client's Wallet promptly on classification of the request, less any disclosed forfeiture (R5.3).

R12.6 Payout-hold interaction. A Performer Payout for the affected Booking remains within the clearing window (R4.2) until the Booking and any dispute resolve, so that a refund or chargeback can be managed without clawing back a delivered, good-faith Service (R4.4, R7.5).

R12.7 Good-faith resolution. We aim to resolve every refund and cancellation request in good faith through this internal process before any formal proceedings (Part A §26.1). A consumer's mandatory remedies and right to escalate to the competent authority are preserved (R11.4).

R13. Sham / Wash Bookings & Excluded Cases

R13.1 Sham / wash bookings. A Booking found to be a sham, wash, circular, or otherwise fraudulent / collusive transaction (SHAM_WASH) is void, confers no consumer cash-refund right under this Policy, and is dealt with under Part A §16.12, §19, §21, and §14D — including possible forfeiture, recovery, set-off, and reporting (Part A §16.12, §21.4).

R13.2 No refund protection off-Portal. Anything arranged or paid off-Portal in breach of the anti-circumvention terms carries no refund protection (R6.4; Part A §9.5).

R13.3 Minor / voidable contracts. Where a Performer or Client was a minor and a contract is voidable, any settlement owed is handled under the protective rules in the Schedules (a minor's protected share is paid in cash and is not subject to credit-only, forfeiture, or Rolling-Reserve machinery) (Schedule B B2.4; Schedule C C2.2; Schedule D D11.8). This overrides the default Wallet-credit rule to the extent the protective rule requires.

R13.4 Death / incapacity. The paid-Coin balance of a deceased or incapacitated Client is dealt with under the death / estate provisions of Schedule C (C15) as a carve-out from the no-cash-out rule, on verification of the estate.

R14. Owner-Configurability, Change & Survival

R14.1 Owner-configurable parameters. The Booking-Request Fee, the forfeiture / cancellation-fee schedule, the Kill-Fee tiers, the settlement window (T+N), the Payout Tiers and Instant-Pay Fee, and the responsiveness service level are owner-configurable and live in the Fee Schedule (Part A §6.7, §16.1). No specific amount or percentage is fixed by this Policy; reference is made to the Fee Schedule throughout.

R14.2 Prospective change only. Changes to fees and refund/forfeiture terms apply prospectively only; the terms in force and disclosed at the point of sale govern an existing Booking (Part A §6.7, §20.3). Material changes are notified under Part A §20.

R14.3 Survival. The refund and cancellation rights in this Policy survive termination of an Account to the extent of accrued rights (Part A §16 to the extent of accrued rights, §28.7; Schedule B B26.6; Schedule C C21.7).

R15. Payment Gateways Currently Disabled

R15.1 No live card money yet. Payment gateways are currently disabled and no live card money is processed pending counsel sign-off (portal legal spec; Part A §4.5). The cash-refund, chargeback, and stolen-card machinery in R7 and R9 takes operational effect when a PSP is enabled (Part A §14A). Until then, the cause-based classification, the Wallet-credit / forfeiture resolution, and the secured-hold mechanics apply to Coins as described, and no live-card refund or chargeback can arise.

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