REFUND POLICY

Doorkee www.doorkee.co

Effective Date: 13 July 2026 Last Updated: 13 July 2026

1. Introduction

1.1. This Refund Policy ("Policy") explains when and how DoorKee FZ-LLC ("Doorkee," "we," "us," or "our"), a Free Zone Limited Liability Company registered in the Ras Al Khaimah Economic Zone (RAKEZ), United Arab Emirates, with registered office at FOAM0424, Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, issues refunds for payments made through our website at www.doorkee.co, our mobile applications, and related services (collectively, the "Platform").

1.2. This Policy forms part of, and should be read together with, our Terms of Service and our Privacy Policy. Capitalised terms used but not defined here have the meaning given in the Terms of Service. Where this Policy and Section 8 of the Terms of Service both describe a refund, they are intended to be consistent, and the Terms of Service govern in the event of any conflict.

1.3. Doorkee is a technology platform that connects property Owners, Tenants, and licensed Brokers. Doorkee is not a party to any rental agreement and does not handle rent, security deposits, or other landlord-tenant financial obligations. This distinction determines what Doorkee can and cannot refund, as set out in Section 7.

1.4. All amounts on the Platform are in United Arab Emirates Dirhams (AED). Card payments are processed by Stripe, our third-party payment processor. Doorkee does not store your full card details.

2. Payments Doorkee Processes

Doorkee collects a small number of Platform charges. These are the following.

Reserve Payment of AED 500. Charged to a Tenant on the fourth and each subsequent modification of an Offer on the same Listing (Terms of Service Section 8.3). The first three Offer submissions on a Listing are free.
Broker / Property Manager deal fee of AED 800. Payable by a lister who is a Broker or a property-management company on a deal closed through the Platform (Terms of Service Section 8.4). Owners who list directly are never charged a Doorkee fee.
Owner-direct Tenant platform fee. A Platform facilitation fee that may in future be charged to a winning Tenant on an owner-direct deal. This charge is not live today. See Section 6.

Section 7 lists the payments that Doorkee does not collect and therefore cannot refund.

3. Refundable and Non-Refundable at a Glance

| Payment | Refundable through Doorkee | Governing section | | ---------------------------------------------------------------- | ------------------------------------------------------------------------- | ----------------- | | Reserve Payment (AED 500), Tenant not selected | Yes, automatic | Section 4 | | Reserve Payment (AED 500), Listing deleted by Owner | Yes, automatic | Section 4 | | Reserve Payment (AED 500), payment error or duplicate charge | Yes, on review | Sections 4 and 8 | | Reserve Payment (AED 500), Tenant's Offer accepted (Tenant wins) | No, retained as a Platform fee | Section 4 | | Broker / Property Manager deal fee (AED 800) | Reversed if a closed deal later falls through. Not collected in-app today | Section 5 | | Owner-direct Tenant platform fee | Not live today. Terms to be confirmed before launch | Section 6 | | Rent, security deposit, and the market broker commission | No. Doorkee never collects these | Section 7 |

4. Reserve Payment Refunds

4.1. A Reserve Payment of AED 500 is required for the fourth and each subsequent modification of an Offer on the same Listing. It is a commitment signal, not a purchase of goods or a service fee for a completed rental.

4.2. When the Reserve Payment is refunded. We refund a Reserve Payment automatically in the following situations.

Your Offer is not selected because another Tenant's Offer on the same Listing is accepted (Terms of Service Section 8.3(b)).
The Owner deletes the Listing while your Offer is pending. All Reserve Payments from all Tenants with Offers on that Listing are refunded (Terms of Service Sections 6.8 and 8.3(c)).
A payment fails to process correctly or you were charged in error, including a duplicate charge (Section 8).
Your account is suspended or terminated and an associated Offer is withdrawn as a result (Terms of Service Section 18.3).

4.3. When the Reserve Payment is not refunded. If your Offer is accepted and you win the deal, the Reserve Payment is retained by Doorkee as a Platform fee and is not refunded (Terms of Service Section 8.3(a)). This is the only circumstance in which a Reserve Payment is retained.

4.4. Automatic refunds under this Section are initiated by the Platform without you needing to ask. If an automatic refund does not reach you within the timeframe in Section 10, contact us using Section 9.

5. Broker and Property Manager Deal Fee (AED 800)

5.1. A Broker or property-management company that closes a deal through the Platform is charged AED 800 per closed deal (Terms of Service Section 8.4). There is no registration fee, subscription fee, or per-listing fee. The AED 800 is charged only when a deal actually closes.

5.2. Deal fall-through reversal. If a deal has closed and the AED 800 fee has been charged, and the Owner later marks the deal as fallen through, Doorkee reverses the charge in full. We do not apply an administrative fee to the reversal. If a deal never reached the closed stage, no fee was ever generated and no reversal is needed.

5.3. Current status. Today the AED 800 deal fee is recorded for revenue-attribution purposes and is not charged to the lister inside the Platform. Because no in-app charge is taken today, no Platform refund of this fee arises today. If and when in-app charging of this fee goes live, the reversal in Section 5.2 will apply and this Policy will be updated to describe the live charge.

6. Owner-Direct Tenant Platform Fee

6.1. Doorkee intends to introduce a Platform facilitation fee payable by a winning Tenant on an owner-direct deal. This is a technology and facilitation fee for use of the Platform. It is not a real estate brokerage commission and it does not entitle the Tenant to brokerage services.

6.2. This fee is not live and is not being charged today. Its rate, any applicable cap, its VAT treatment, and its refund terms are still being finalised. We will publish the full terms, including the refund treatment, before the fee is ever charged to any Tenant.

6.3. We will publish the full terms of this fee, including its refund treatment, before the fee is charged to any Tenant, and we will give clear notice of the amount before you are asked to pay.

7. Payments Doorkee Does Not Handle or Refund

7.1. Doorkee is a technology platform and does not process rent, security deposits, or other financial obligations between an Owner and a Tenant (Terms of Service Section 8.6). We cannot refund money we never received.

7.2. Market broker commission. In the Dubai rental market a Tenant customarily pays a broker commission on a broker-represented deal. Doorkee does not add, collect, hold, or refund that market commission. It is paid directly between the Tenant and the broker off the Platform, and any question about it is a matter between those parties. The Owner does not pay this commission.

7.3. Rent and deposits. Rent cheques, security deposits, Ejari fees, DEWA charges, and similar amounts are paid outside the Platform and are outside the scope of this Policy. Disputes about them may be raised with the relevant party or, where applicable, the Rental Dispute Settlement Centre (RDSC) in Dubai (Terms of Service Section 17).

8. Duplicate Charges and Payment Errors

8.1. If you believe you were charged more than once for the same action, charged when a payment should have failed, or otherwise charged in error, contact us using Section 9. We will review the transaction record and, where the charge was made in error, refund the incorrect amount in full.

8.2. Doorkee does not apply any fee to a refund. You receive the full amount that was incorrectly charged (Terms of Service Section 8.5.3).

8.3. To help us review quickly, please include the date of the charge, the amount, and the Listing or Offer the charge relates to.

9. How to Request a Refund

9.1. Most eligible refunds under Section 4 are issued automatically and need no action from you.

9.2. If you need to request a refund, dispute a charge, or chase an automatic refund that has not arrived, contact us at the following.

Email: support@doorkee.co
Subject line: "Refund request: [Listing or Offer reference]"

9.3. We may ask you to verify your identity or your ownership of the account before we process a refund, so that we can protect your payment details from unauthorised access.

9.4. Time to raise a request. Please raise a refund request within 30 days of the charge so we can trace it against the original payment.

10. Refund Method and Processing Time

10.1. Method. Refunds are returned to the original payment method through Stripe. We cannot refund to a different card or account from the one originally charged.

10.2. Timeframe. Refunds processed through Stripe typically take 3 to 5 business days to appear in your account after they are initiated, depending on your bank or card issuer (Terms of Service Section 8.5.2). The date the refund appears is controlled by your financial institution and not by Doorkee.

10.3. Manual or disputed refunds. Where a refund is not automatic and needs review (for example a duplicate-charge claim), we aim to assess your request within 14 days of receiving it, and we will initiate any approved refund promptly after that. Once initiated, the 3 to 5 business day settlement window in Section 10.2 applies.

10.4. Doorkee does not charge any fee on a refunded amount.

11. Cancellation and Cooling-Off

11.1. Platform charges are triggered by a specific action you take, such as making a fourth Offer modification. There is no ongoing subscription to cancel and no auto-renewing charge on the Platform.

11.2. Where UAE consumer protection law grants you a statutory right of withdrawal or cooling-off for a distance or electronic transaction, we honour that right.

11.3. A Reserve Payment that has already served its purpose because your Offer was accepted and you won the deal is treated under Section 4.3 and is not refundable on cancellation, subject to any non-waivable statutory right under Section 11.2.

12. Changes to This Policy

12.1. We may update this Policy from time to time to reflect changes in our fee model, our payment processing, or applicable law. The "Last Updated" date at the top of this Policy shows when the most recent change was made.

12.2. For material changes, we will make reasonable efforts to notify registered Users by email and by posting a notice on the Platform. Your continued use of the Platform after a change takes effect constitutes acceptance of the revised Policy.

13. Contact

For any question about a refund or this Policy, please contact us at the following.

DoorKee FZ-LLC FOAM0424, Compass Building, Al Shohada Road Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates

Email: support@doorkee.co
Website: www.doorkee.co