ALLINDUBAI LEGAL

CONTACT & COMPLAINTS POLICY

Customer Support, Complaints, Escalation & Evidence Master

IMPORTANT

This master policy creates a documented customer-support and complaint process for AllInDubai. Before publication, the company's active customer-support email and telephone/WhatsApp details must be inserted and tested. The policy must not be used to prevent customers from exercising mandatory legal or regulatory rights.

 

This Contact & Complaints Policy explains how customers can contact AllInDubai, raise a booking or service concern, submit a formal complaint, provide evidence and request review of an outcome.

1. Contacting AllInDubai

Customers may contact AllInDubai through the customer-support channels published on AllInDubai.net or stated in the relevant Booking Confirmation. These may include email, telephone, WhatsApp and Website contact forms.

Before publication of this Policy, AllInDubai must insert its active support email address and telephone/WhatsApp number. Customers should use official AllInDubai channels and should not send payments, identity documents or sensitive information to unverified personal accounts.

2. General Enquiries vs. Formal Complaints

A general enquiry includes requests for information, availability, booking assistance, amendments or routine support. A formal complaint is a statement that a Customer believes a confirmed Service, payment, refund, provider interaction or AllInDubai process was materially incorrect, incomplete or inconsistent with the Booking.

AllInDubai may treat a message as a complaint even if the Customer does not use the word 'complaint', where the substance clearly requires investigation or remedy.

3. Information Customers Should Provide

To help AllInDubai investigate efficiently, a complaint should include the Booking ID where available, Customer name and contact details, Service and date, a clear description of the issue, the outcome requested and relevant supporting evidence.

• Booking Confirmation, invoice or payment reference;

• photographs or videos relevant to the complaint;

• messages or emails with AllInDubai or the Service Provider;

• receipts for amounts directly relevant to the disputed Booking;

• names or descriptions of persons involved, where relevant; and

• any immediate safety or incident information that AllInDubai should know.

Customers should avoid sending unnecessary sensitive information. Medical, identification or children's information should be provided only where reasonably necessary for the complaint and through an appropriate channel.

4. Acknowledgement and Complaint Reference

AllInDubai will seek to acknowledge a formal complaint within a reasonable period and may assign a complaint or case reference. An acknowledgement means the complaint has been received for review; it is not an admission of liability or confirmation that the requested remedy will be granted.

If important information is missing, AllInDubai may request additional details before completing its review.

5. Investigation

AllInDubai may review booking records, accepted terms, payment and refund information, Website records, customer communications, provider confirmations, fulfilment evidence and other information reasonably relevant to the complaint.

Where the complaint concerns an independent Service Provider, AllInDubai may send the relevant complaint details and necessary evidence to that provider and request its response. AllInDubai may also seek information from payment processors, professional advisers or other relevant parties where lawful and necessary.

The fact that AllInDubai investigates or communicates with a provider does not by itself mean AllInDubai accepts legal responsibility for the provider's acts or omissions.

6. Fair Review and Customer Cooperation

AllInDubai will seek to assess complaints based on the Booking terms, available evidence, provider information and applicable law. Customers are expected to provide accurate information and cooperate reasonably with requests needed to investigate the matter.

AllInDubai may reject evidence that is materially falsified or irrelevant and may take appropriate action where a complaint involves fraud, threats, impersonation, abusive chargeback activity or deliberate manipulation of records, subject to applicable law.

7. Possible Outcomes

Depending on the circumstances, an outcome may include clarification, correction of booking information, rescheduling, partial or full refund, provider follow-up, goodwill credit, rejection of the complaint with reasons, or another remedy required by the applicable Booking terms or mandatory law.

A goodwill payment, credit or commercial gesture does not necessarily constitute an admission of legal liability.

AllInDubai does not guarantee that a replacement provider or alternative Service will be available merely because a complaint has been upheld.

8. Refund-Related Complaints

Refund eligibility is governed by the Cancellation & Refund Policy, Service-Specific Terms, Booking & Payment Policy and applicable law. Where a refund is approved, it will ordinarily be processed to the original payment method unless law or the payment provider requires otherwise.

Once AllInDubai has validly initiated a refund, the time taken for funds to appear may depend on the bank, card scheme or payment processor and can be outside AllInDubai's direct control.

9. Provider Complaints

Where the complaint concerns a vehicle company, yacht operator, venue, hotel, attraction, healthcare provider, childcare provider, chauffeur, aviation provider or another independent Service Provider, AllInDubai may facilitate communication and resolution while preserving the allocation of responsibility stated in the Third-Party Service Provider & Liability Policy.

Customers should report serious provider misconduct promptly so evidence can be preserved and the provider can be contacted while the facts are current.

10. Safety, Medical and Emergency Matters

The ordinary complaint process is not an emergency service. In an immediate medical, fire, police, maritime, road-safety or other emergency, Customers should contact the appropriate UAE emergency or competent authority first.

After immediate safety needs are addressed, the Customer should notify AllInDubai as soon as reasonably practicable if the incident relates to an AllInDubai Booking.

AllInDubai may prioritize and escalate complaints involving injury, alleged criminal conduct, child safety, serious property damage, medical treatment, major data-security incidents or regulatory concerns.

11. Complaints Involving Children or Sensitive Information

Complaints involving children, medical information, identification documents or other sensitive personal data will be handled with additional care and access should be limited to personnel who reasonably need the information.

Customers should not publish sensitive evidence in public reviews or social-media comments where a private support channel is more appropriate.

12. Chargebacks and Bank Disputes

Customers who believe a payment is wrong or unauthorized are encouraged to contact AllInDubai promptly so the issue can be investigated. A lawful chargeback right is not restricted by this Policy.

Where a chargeback is filed, AllInDubai may provide the payment provider with relevant booking, acceptance, communication, fulfilment and refund evidence. A chargeback does not automatically determine the underlying contractual dispute.

13. Complaint Escalation

If a Customer believes a complaint outcome did not address a material issue, the Customer may request an internal review through the published support channel and should identify the original complaint reference and the specific point requiring reconsideration.

An internal review may be conducted by a different or more senior person where reasonably practicable. Repeated submissions that provide no new material information may be closed after a final response, subject to applicable law.

14. Regulators, Authorities and Legal Rights

Nothing in this Policy prevents a Customer from exercising rights under applicable UAE law or contacting a competent consumer-protection body, regulator, court, police or other authority where appropriate.

AllInDubai may cooperate with competent authorities and preserve or disclose records where legally required or lawfully requested.

15. Public Reviews and Social Media

Customers may express genuine opinions and experiences. AllInDubai may invite a Customer to move a complaint to a private channel where booking details, personal data or investigation evidence must be exchanged.

AllInDubai may report or respond to content that is fraudulent, impersonating, threatening, unlawful, discloses protected personal information or otherwise violates applicable law or platform rules. Nothing in this clause is intended to suppress legitimate criticism or lawful consumer complaints.

16. Record Keeping

AllInDubai may retain complaint records, communications, evidence, provider responses, refund information and final outcomes for lawful operational, accounting, regulatory, fraud-prevention, dispute and evidentiary purposes, subject to the Privacy Policy and applicable data-protection law.

Where litigation, chargeback, regulatory review or another dispute is active, relevant records may be preserved for longer under an appropriate legal or dispute hold.

17. Abuse, Threats and Harassment

AllInDubai may limit or redirect communications where a person engages in threats, harassment, discriminatory abuse, repeated spam, impersonation or conduct that creates a safety or security concern. Where appropriate, communications may be preserved and referred to competent authorities.

This does not prevent a Customer from firmly pursuing a legitimate complaint or exercising legal rights.

18. Language

AllInDubai may communicate in English and other languages for customer convenience. Where an Arabic version or Arabic documentation is required by applicable law or a competent authority, the legally required Arabic form will apply to that extent.

19. Changes to this Policy

AllInDubai may update this Policy to reflect changes in law, customer-support channels, internal procedures or business operations. The current version and effective date will be published on the Website.

20. Company Details and Complaint Channels

AllInDubai is operated by All In Concierge Services FZE LLC, Licence / Registration No. 2621219432888, registered at CWS-1V-228138, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates.

Website: https://allindubai.net/

Customer Support Email: [INSERT ACTIVE ALLINDUBAI SUPPORT EMAIL BEFORE PUBLICATION]

Telephone / WhatsApp: [INSERT ACTIVE ALLINDUBAI NUMBER BEFORE PUBLICATION]

Last updated: September 2026.

 

INTERNAL - DEVELOPER IMPLEMENTATION INSTRUCTIONS

NOT FOR PUBLICATION ON THE CUSTOMER-FACING POLICY PAGE

A. Contact Page and Footer

• Create a permanent Contact Us link in the global footer alongside Terms & Conditions, Privacy Policy, Cancellation & Refunds and Cookies.

• Display the legal entity name, licence/registration number, registered address, Website, active support email and active telephone/WhatsApp number.

• Do not publish placeholder email/phone text. Insert and test the real channels before launch.

• Make the complaint route easy to find; do not require a customer to search through Terms to locate support.

B. Complaint Form

• Provide a structured complaint/contact form with fields such as Booking ID, name, email/phone, service/category, date of service, complaint type, description and requested outcome.

• Allow evidence uploads where useful, but restrict file types/size and scan uploads where technically available.

• Do not make every field mandatory. A customer without a Booking ID must still be able to submit a legitimate complaint.

• Display a privacy notice/link near the form, particularly where evidence may contain personal data.

C. Case Statuses

• Implement complaint statuses at minimum: New, Acknowledged, Information Requested, Under Review, Awaiting Provider, Awaiting Payment/Refund Update, Escalated, Resolved, Closed.

• Do not use 'Resolved' merely because staff sent a message; record the actual outcome.

• Link each complaint to Booking ID and provider ID where applicable.

D. Evidence and Audit Trail

• Store complaint submission timestamp, channel, customer identity/contact, Booking ID, assigned staff member, provider, category, status history, communications, evidence, refund action and final outcome.

• Preserve original uploaded evidence; do not overwrite it when staff add annotations.

• Log material edits and status changes with user/staff identity and timestamp.

• Where a complaint becomes a chargeback/legal/regulatory matter, place relevant records on a dispute/legal hold.

E. Provider Escalation

• Each active provider record should contain a complaint/escalation contact.

• Allow staff to send only the information reasonably necessary to the provider. Do not expose unrelated customer history.

• Record when the complaint was sent to the provider and when/what the provider responded.

• Serious incidents should bypass ordinary provider-response queues and escalate internally immediately.

F. High-Severity Incident Flags

• Create urgent flags for injury/medical emergency, child safety, alleged crime, serious vehicle/yacht accident, major property damage, data breach/security incident and regulator/police contact.

• High-severity flags should notify designated management personnel and prevent accidental auto-closure.

• Do not use automated chatbot replies as the only response to a serious safety or legal incident.

G. Refund Integration

• If a complaint results in a refund, link the refund to the original payment transaction and Booking ID.

• Store amount, reason, staff approver, processor reference, initiation date and final status.

• Customer messages should distinguish 'refund approved/initiated' from 'funds credited by your bank'.

• Do not promise a fixed bank-credit date unless supported by the payment provider.

H. Response Templates

• Create templates for acknowledgement, information request, provider investigation, refund initiated, complaint upheld, complaint partially upheld and complaint not upheld.

• Templates must remain editable; staff should not send an irrelevant generic answer to a specific complaint.

• Do not include admissions of negligence/liability automatically in templates.

• Use professional, non-confrontational wording even where the complaint is rejected.

I. WhatsApp / Email / Phone Complaints

• Complaints received through WhatsApp, email or phone must be capable of being converted into the same case-management record as Website complaints.

• For phone complaints, staff should record a factual call note rather than an argumentative summary.

• Do not leave material complaint evidence only inside an employee's personal WhatsApp/device.

J. Customer-Facing Confirmation

• After a complaint is submitted, show/send confirmation that it was received and provide a reference number where the system supports it.

• Do not state that the complaint has been accepted on the merits before investigation.

• Where additional information is requested, clearly state what is needed and how the customer can provide it.

K. Privacy and Access

• Restrict complaint access by role, especially for medical, child, identity and payment-related cases.

• Do not expose internal provider contracts, commissions, staff notes or other customers' data in customer-facing complaint portals.

• Apply the retention/deletion rules from the Privacy Policy, subject to dispute/legal holds.

L. Analytics and Management Dashboard

• Track operational metrics such as complaint category, provider, resolution type, refund value, repeated provider issues and time-to-resolution.

• Use complaint analytics to identify unreliable suppliers or misleading service descriptions.

• Do not publish internal complaint statistics or provider risk notes to customers unless management intentionally approves them.

M. Pre-Launch Tests

• Test complaint submission with and without Booking ID, file upload, provider escalation, refund, customer follow-up, internal escalation and closure.

• Test Website form, email, WhatsApp and telephone intake so all routes can reach the same case record.

• Test that a high-severity incident cannot be accidentally closed by ordinary automation.

• Confirm the support email and WhatsApp/phone are monitored before the links are published.

N. Final Operational / Legal Review

• Insert the actual AllInDubai support email and telephone/WhatsApp number before publication.

• Assign internal ownership for complaints and an escalation contact for serious cases.

• Confirm any legally required complaint/contact disclosures with UAE-qualified counsel and the applicable licensing/consumer-protection framework.

• Keep this Policy synchronized with Terms & Conditions, Privacy Policy, Booking & Payment Policy, Cancellation & Refund Policy and Third-Party Service Provider & Liability Policy.

O. Legal Framework Considered

This master draft was prepared with reference to the UAE consumer-protection and digital-commerce framework available in September 2026, including Federal Law No. 15 of 2020 on Consumer Protection, its implementing framework, and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means. It preserves access to mandatory legal and regulatory remedies and is not a substitute for UAE-qualified legal advice.