Refund Eligibility

Refunds are available for Heritage Capital Services offerings under specific circumstances.

Eligible for Refund:

• Initial consultation fees paid within 7 days of service provision if unsatisfied
• Annual advisory fees within 30 days of first quarter if unsatisfied with service
• One-time planning service fees within 14 days of delivery if unsatisfied
• Setup or administrative fees if services were not rendered as agreed

NOT Eligible for Refund:

• Services already rendered and benefits received
• Fees paid after the specified refund window has elapsed
• Market losses or changes in investment performance
• Client-requested modifications after service completion
• Services completed as per the signed agreement

How to Request a Refund

If you believe you qualify for a refund, follow this simple process:

Step 1: Contact Heritage Capital Services

Within the eligible refund window, contact our office:

• 📧 Email: info@heritagecapitalservices.ae
• 📞 Phone: +971 58 586 3788
• 📍 Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE

Step 2: Submit Refund Request

Provide the following information:

• Your name and account number
• Date of service/fee payment
• Amount of refund requested
• Specific reason for refund request
• Detailed explanation of your dissatisfaction

Step 3: Review Process

Our team will acknowledge receipt within 3 business days and review your case within 10 business days. We will contact you if additional information is needed.

Step 4: Refund Processing

If approved, we will process your refund within 10-15 business days to your original payment method.

Refund Timelines by Service

Different services have different refund eligibility windows:

Important Note: After the refund window closes, no refunds are available. However, you may request service cancellation with prorated billing for ongoing services.

Refund Processing Details

Processing Timeline:

• Days 1-3: Request received and acknowledged
• Days 3-10: Investigation and review of your case
• Day 10: Decision communicated to you in writing
• Days 10-15: Refund processed if approved
• Days 15-20: Funds appear in your account

Refund Method:

• Credit cards: 5-10 business days to appear
• Bank transfers: 3-5 business days to appear
• Wire transfers: 1-3 business days to appear

Exchange Rates: If you paid in a foreign currency, refunds are issued in that currency at the exchange rate on the date of refund processing.

What is NOT Refundable

The following are NOT refundable under any circumstances:

• Investment losses due to market conditions
• Negative returns or portfolio depreciation
• Advisory work already completed and delivered
• Research and analysis provided
• Consultations already held
• Services you requested to be customized
• Services you chose not to utilize
• Third-party custodian or platform fees
• Bank transfer or wire fees

Investment Performance and Refunds

Important: Refunds are NOT based on investment performance.

We Do Not Offer Refunds For:

• Negative investment returns
• Portfolio losses due to market conditions
• Underperformance vs. benchmarks
• Changes in market valuations
• Currency fluctuations
• Timing of market entry/exit
• Unforeseen market volatility

Our Commitment:

While we cannot guarantee investment results, we commit to:

• Providing professional, competent advisory services
• Developing strategies aligned with your goals
• Monitoring portfolios regularly
• Communicating transparently about performance
• Acting in your best interest at all times

Service Cancellation and Ongoing Services

You have the right to cancel Heritage Capital Services at any time. The terms depend on your service agreement.

Cancellation During Refund Window:

• Full refund available
• Simple cancellation process
• No penalties or fees
• Immediate termination

Cancellation After Refund Window:

• No refund for services already rendered
• Prorated refund for remaining contract period (if applicable)
• 30-day notice may be required
• Final account settlement processed

Cancellation Process:

1. Contact us in writing (email is acceptable)
2. Provide your account number
3. State your cancellation date
4. Request final account settlement

No Penalties: We do not charge cancellation fees or early termination fees. Your relationship ends amicably.

Dispute Resolution Process

If you disagree with our refund decision or have concerns about our services, we have a fair dispute resolution process.

Step 1: Informal Resolution (Days 1-7)

• Contact your advisor to discuss concerns
• Request a meeting to talk through the issue
• Many issues are resolved at this stage

Step 2: Formal Complaint (Days 7-14)

• Submit a written complaint to management
• Include all relevant details and documentation
• Request a formal review

Step 3: Management Review (Days 14-30)

Our management will conduct a thorough investigation and provide a written response with decision.

Step 4: Escalation (Days 30-45)

If unsatisfied, request escalation to executive leadership for final decision.

Step 5: Mediation (Days 45-60)

Both parties may agree to mediation with an independent mediator to find a mutually acceptable solution.

Special Circumstances and Exceptions

Hardship Situations:

If you experience financial hardship or extraordinary circumstances, contact us to discuss your situation. We may offer flexible payment options or partial refunds.

Health or Emergency Issues:

If you experience health problems or emergencies, refunds may be available regardless of window. We understand your situation and work to help you.

Service Failures:

If we fail to deliver services as promised, refund is available regardless of timeframe with full investigation of the failure.

Regulatory Issues:

If regulatory changes affect your services, we discuss options with you and refunds available for affected services.

Updates to This Refund Policy

Heritage Capital Services may update this Refund Policy from time to time.

When We Update:

• We will post updated policy on the Website
• The "Last Updated" date will be changed
• For significant changes, we notify existing clients via email

Your Rights:

• You are not bound by changes you don't agree with
• You may cancel services if terms change materially
• Existing agreements are honored under their original terms
• Cancellation does not require reason or explanation

Previous versions available upon request. Contact us to access earlier versions of this policy.

Contact Us About Refunds

Response Times:

• Email: Response within 3 business days
• Phone: Immediate assistance or callback within 24 hours
• In-person: By appointment within 5 business days

Hours of Operation:

• Monday to Friday: 9:00 AM - 6:00 PM (UAE Time)
• Saturday: 9:00 AM - 2:00 PM (UAE Time)
• Sunday: Closed

Preferred Contact Method: For detailed refund requests, email is preferred as it creates a written record and ensures nothing is lost.

Legal Compliance and Consumer Protection

Heritage Capital Services complies with UAE Federal Law regarding consumer protection, Dubai Consumer Protection Department regulations, and financial advisory standards.

Your Consumer Rights:

• Right to understand our refund policy clearly
• Right to request refunds as outlined
• Right to fair and timely review of refund requests
• Right to appeal our decisions
• Right to seek regulatory review if needed

No Waiver of Rights:

Our refund policy does not waive your legal rights. Applicable consumer protection laws still apply, and you have recourse beyond this policy.

Regulatory Authority:

If you have concerns beyond our process, you may contact Dubai Consumer Protection Department, UAE Central Bank, or your embassy/consulate.