FARHA — Cancellation & Refund Policy

Last Updated: 23 September 2026

This Cancellation & Refund Policy explains how cancellations, refund eligibility, refund processing, booking changes and certain service or product issues are handled through FARHA.

FARHA is operated by FARHA MOMENTS FOR EVENTS – L.L.C – S.P.C, based in Abu Dhabi, United Arab Emirates.

This Policy should be read together with FARHA’s Terms & Conditions and the cancellation terms disclosed for the relevant booking, service or product.

Nothing in this Policy limits any mandatory rights available to consumers under applicable UAE law.

1. Cancellation Does Not Automatically Mean a Refund

Cancelling a booking does not automatically mean that the customer is entitled to a full or partial refund.

Refund eligibility depends on:

• the cancellation terms applicable to the booking;
• the timing and circumstances of the cancellation;
• whether payment has already been made;
• whether the vendor has already committed resources or commenced preparation or customization;
• the reason for the cancellation;
• FARHA’s Terms & Conditions; and
• any mandatory rights available under applicable law.

Where a refund is applicable, the refundable amount may be full or partial depending on the circumstances.

2. Cancellation Terms for Individual Bookings

FARHA does not apply a universal 24-hour or 48-hour free-cancellation rule to every booking.

Cancellation conditions may differ depending on the relevant vendor, service, product or booking.

Where specific cancellation conditions apply, FARHA will seek to make them available to the customer before the relevant transaction is completed.

Any booking-specific cancellation condition remains subject to mandatory consumer rights under applicable UAE law.

3. Cancellation Before Payment

Where a booking request has not yet been paid, the customer may cancel it where the Platform permits.

Because no customer payment has been completed, cancellation at this stage generally does not create a monetary refund.

Any FARHA Wallet credit reserved but not yet spent may be released in accordance with the applicable Wallet process.

4. Cancellation After Payment

Where a booking has already been paid, cancellation does not itself determine refund eligibility.

FARHA may review:

• the applicable cancellation terms;
• the time remaining before the event or fulfilment;
• preparation or commitments already reasonably undertaken by the vendor;
• customization or production already commenced;
• delivery or other costs already incurred;
• the reason for cancellation; and
• any applicable consumer rights.

FARHA will then determine or facilitate the appropriate outcome in accordance with the applicable terms and law.

5. Refund Amounts

Where a refund is applicable, it may be:

• a full refund;
• a partial refund; or
• another remedy permitted under this Policy, FARHA’s Terms & Conditions and applicable law.

A partial refund may apply where only part of the amount paid is refundable under the applicable circumstances.

FARHA will not treat a booking as financially refunded merely because the booking itself has been cancelled.

6. Refund Processing Time

Where a booking or transaction is eligible for a refund under the applicable cancellation terms, FARHA’s Terms & Conditions or applicable law, the approved refundable amount will be processed within 3–14 business days after FARHA confirms the refund eligibility and refundable amount.

Once the refund has been processed by FARHA or the relevant payment provider, additional time may be required for the amount to appear in the customer’s account depending on the customer’s bank or payment provider.

The 3–14 business day period is a refund-processing timeframe. It does not mean that every cancellation qualifies for a refund.

7. Vendor Cancellation or Failure to Fulfil

If a vendor rejects a booking request before confirmation, no confirmed service obligation arises from that request.

If a vendor cancels or fails to fulfil a confirmed and paid booking, FARHA may first attempt to arrange an appropriate alternative or rescheduling where suitable.

The customer is not required to accept a materially different alternative.

Where no suitable alternative is voluntarily accepted and the circumstances entitle the customer to a refund, the applicable refundable amount will be processed in accordance with this Policy and applicable law.

FARHA may separately take appropriate action regarding the vendor under its Vendor Policy or Vendor Agreement.

8. Service Problems and Complaints

If a service is:

• not provided;
• materially incomplete;
• materially different from what was confirmed;
• defective in its performance;
• unreasonably delayed in circumstances affecting its intended use; or
• otherwise not performed as required,

the customer should report the issue to FARHA as soon as reasonably possible and preferably within 24 hours after the service or its scheduled completion.

The 24-hour period is intended to help FARHA investigate the matter promptly. It does not automatically extinguish mandatory rights available under applicable law.

Depending on the circumstances and applicable legal rights, an appropriate remedy may include:

• correction or re-performance;
• replacement where relevant;
• full refund;
• partial refund;
• FARHA credit where appropriate and accepted by the customer; or
• another appropriate agreed resolution.

9. Evidence and Review of Disputes

FARHA may request information reasonably necessary to review a cancellation, complaint or refund request, including:

• photographs or videos;
• booking communications;
• delivery or fulfilment information;
• customization approvals;
• timestamps;
• payment information; or
• other relevant evidence.

FARHA may obtain information from both the customer and vendor before determining or facilitating an appropriate outcome.

Where a dispute is under review, vendor settlement may be temporarily held where operationally and legally appropriate.

10. Rescheduling and Booking Changes

Before payment, booking changes may be permitted depending on the Platform flow and availability.

After a booking has been confirmed and paid, requests to change the date, time, location, package, quantity, add-ons or other material details are subject to availability and vendor approval.

A requested change may result in additional charges or a price difference, which should be disclosed before the change is finalized where applicable.

If the vendor cannot accommodate a customer-requested change, the original confirmed booking remains in effect unless it is cancelled in accordance with the applicable cancellation terms.

A vendor may not materially change a confirmed booking without the customer’s agreement.

11. Customer No-Show and Customer-Caused Fulfilment Failure

A customer or recipient no-show does not automatically entitle the customer to a refund.

The same principle may apply where fulfilment fails because of circumstances within the customer’s or recipient’s reasonable control, including:

• an incorrect or incomplete address;
• failure to provide required venue access;
• inability to receive delivery;
• refusal by a gift recipient;
• a late customer-requested location change; or
• failure to meet a requirement that was properly disclosed before the booking.

Where the vendor has reasonably prepared, travelled, delivered or committed resources, the applicable cancellation terms and reasonable costs may be taken into account.

Any additional charge must have a reasonable basis and may not be arbitrarily imposed.

12. Physical Products

Where FARHA offers physical products, customers should inspect them as soon as reasonably possible after receipt.

Where a product is damaged, defective, incorrect or materially different from the confirmed description or order, the customer should contact FARHA promptly.

Depending on the circumstances and applicable law, an appropriate remedy may include replacement, correction, full refund, partial refund or another appropriate resolution.

Reasonable non-material variations inherent in handmade, natural or individually prepared products are not necessarily defects.

13. Food and Perishable Products

Food, chocolates and other perishable products may be subject to specific cancellation, return or refund limitations because of their nature, preparation, hygiene requirements or limited shelf life.

This does not remove rights relating to products that are defective, unsafe, damaged, incorrect or materially different from the confirmed order where applicable law provides a remedy.

Customers should follow any storage, handling, ingredient and allergen information provided by the vendor.

14. Customized and Personalized Products

Customized or personalized products may include names, messages, logos, photographs, printed materials, artwork or customer-approved designs.

Where the customer has approved the final customization or design and production has commenced, change-of-mind cancellation or refund rights may be restricted where this was appropriately disclosed.

If an error results from incorrect information approved or supplied by the customer, the vendor is not automatically responsible for the cost of reproducing the item.

If the approved information or design was correct but the vendor produces an incorrect or materially non-conforming item, the customer may be entitled to an appropriate remedy.

Mandatory rights under applicable law remain unaffected.

15. Service Gift Bookings

A Service Gift Booking remains subject to the cancellation terms applicable to the underlying service.

A recipient’s refusal or inability to receive the gift does not automatically create a right to a full refund.

Where the vendor has already prepared or committed resources, applicable cancellation terms and reasonable redelivery or rearrangement costs may be considered.

Where the failure is attributable to the vendor, the customer protections applicable to the underlying service remain available.

16. Gift Cards and FARHA Wallet

Cancellation or refund of a FARHA Gift Card or FARHA Wallet credit is not automatic merely because the value remains unused.

Gift Card and Wallet treatment is subject to the applicable FARHA terms and mandatory legal rights.

FARHA Wallet credit is not a general-purpose bank account and is not ordinarily cash-withdrawable or transferable between customers.

Where a monetary refund is legally or contractually due, FARHA will not require the customer to accept Wallet credit instead of a monetary refund where doing so would conflict with the customer’s applicable rights.

17. Refundable Security Deposits

Certain services may require a Refundable Security Deposit in addition to the service price.

The amount and applicable conditions should be disclosed before payment.

A security deposit is refundable after completion, subject to inspection and any legitimate deductions under the applicable terms.

Normal wear and tear is not considered customer-caused damage.

Where a deduction is proposed for loss or damage, it should correspond to a legitimate and supportable loss attributable to the customer, recipient, guests or other persons for whom the customer is responsible under the applicable terms.

FARHA may request supporting information from the vendor before determining or facilitating the return or deduction of a security deposit.

18. Events Beyond Reasonable Control

Events beyond the reasonable control of the customer or vendor may include circumstances such as severe weather, official restrictions, government orders, major accidents, unexpected venue closure or similar events.

Where such an event prevents fulfilment, FARHA may first seek an appropriate rescheduling or alternative arrangement.

If fulfilment cannot reasonably proceed, the appropriate outcome will depend on the circumstances, including any part of the service already performed, legitimate non-recoverable costs, the applicable booking terms and mandatory legal rights.

Such circumstances do not automatically result in either a full refund or a no-refund outcome in every case.

19. How to Request Assistance or a Refund Review

Customers should use the available FARHA booking, support or dispute process where available.

FARHA may request the booking reference and relevant supporting information before completing its review.

For additional assistance, customers may contact FARHA through the support channels made available on the Platform.

For legal matters:

legal@bookfarha.com

Using FARHA’s internal support process does not prevent a customer from exercising any right to contact a competent consumer-protection authority, regulator or court where applicable.

20. Relationship with FARHA Terms & Conditions

This Policy forms part of FARHA’s customer-facing rules and should be read together with the Terms & Conditions and any booking-specific terms disclosed before the transaction.

If a booking-specific cancellation term conflicts with a mandatory right under applicable UAE law, the mandatory legal right prevails.

Nothing in this Policy excludes or restricts liability or consumer rights where such exclusion or restriction is not permitted by applicable law.

21. Operator

FARHA is operated by:

FARHA MOMENTS FOR EVENTS – L.L.C – S.P.C فرحة مومنتس للمناسبات – ذ.م.م – ش.ش.و Abu Dhabi, United Arab Emirates Commercial Licence No.: CN-6631658 Abu Dhabi Trader Licence

Legal Contact: legal@bookfarha.com