Refund and cancellation policy

Every new account is offered a 7-day free trial with no card required under the free trial terms. Nothing is charged unless you choose a plan at or after the end of the trial. The trial is there so you can try the Service properly, on your own number and with your own listings, before paying anything. Our refund position below follows from that.

Fees already paid are non-refundable, and cancelling part-way through a billing period does not entitle you to a pro-rated refund, except in these cases:

1. Billing errors. If we charge you incorrectly (a wrong amount, a duplicate charge, or a charge after a valid cancellation), we refund the incorrect charge in full to the original payment method once verified.
2. Sub-processor objection. If you end your subscription under the objection right in the Data Processing Agreement (§5.2) because we engaged a new sub-processor you reasonably object to, we refund prepaid fees for the unexpired part of your billing period on a pro-rated basis.
3. Rights that cannot be excluded. Nothing in this policy limits any refund or other remedy you are entitled to under the law of the United Arab Emirates that cannot lawfully be excluded, including protections that apply to you as a consumer where you subscribe as an individually licensed broker.

Refunds we issue go through Stripe to the original payment method, normally within 10 business days of approval.

• You can cancel at any time from your dashboard (Plan & billing), or by writing to billing@holla.ae from the account owner’s registered email.
• Cancellation takes effect at the end of the current billing period. You keep full access until then, and you are not charged again after it.
• After the period ends, your account follows the closure and data-deletion process in the Terms of Service (§10) and the Privacy Notice: 30 days to export your data, then deletion of personal data within 90 days, except where the law requires us to keep it.

Subscriptions renew automatically at the end of each billing period, and the payment method on file is charged, unless you cancel before the period ends. For individual-broker accounts on annual billing, we email a reminder before each annual renewal charge, so an annual renewal is never a surprise. Price changes take effect only from your next billing period, with at least one billing cycle’s notice.

If you think a charge is wrong, contact billing@holla.ae first. Billing errors are the thing we refund fastest. A chargeback raised with your card issuer suspends the account while the dispute is resolved.

This policy is published in English and Arabic. Both versions are meant to say the same thing. If they differ, the version more favourable to you applies.

billing@holla.ae, with your account email and the invoice number.