IMPORTANT NOTICE

HopInHome operates exclusively as a digital rental real estate marketplace. We do NOT act as a real estate broker, agent, or property manager. We do NOT collect rent, security deposits, or booking payments on behalf of any party. All regulatory, legal, and transactional responsibilities remain solely with the relevant Listing User.

These Terms of Use ("Terms") govern and condition access to and use of the HopInHome digital marketplace platform at www.hopinhome.com and any related mobile applications (the "Platform"). These Terms constitute a legally binding agreement between you and HopInHome LLC ("HopInHome", "we", "us", "our").

1. WHO WE ARE AND HOW TO CONTACT US

The Platform is owned and operated by HopInHome LLC, a company registered and licensed in the United Arab Emirates. The Platform is technically supported by HopInHome L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, UAE (Meydan Free Zone license number 2538944.01).

To contact HopInHome regarding these Terms, please email: support@hopinhome.com.

2. ACCEPTANCE OF THESE TERMS

By accessing or using the Platform (including by downloading and installing our mobile application), you confirm that you have read, understood, and agree to be legally bound by these Terms, together with our Privacy Policy, each incorporated herein by reference.

You may not use the Platform if: (a) you are under eighteen (18) years of age; (b) you are legally prohibited from using the Platform under Applicable Law; or (c) you are acting on behalf of an entity without legal authority to bind it. If registering on behalf of a company, you and that entity are jointly and severally liable for all obligations under these Terms.

3. DEFINITIONS

Term — Meaning

"Applicable Law" — Any UAE federal or emirate-level law, regulation, decree, or guideline applicable to your use of the Platform, including real estate, tourism, data protection (PDPL), and AML/DNFBP laws.

"BRN" — Broker Registration Number issued by RERA or the equivalent authority in the applicable Emirate, renewed annually.

"Contract Term" — The duration of your active Subscription as set out in your Order Form or subscription confirmation.

"Content" — All information, photographs, videos, permit numbers, descriptions, pricing, and other materials you upload to the Platform.

Credit — A virtual platform unit allocated under a Subscription or purchased separately, which may be used for listing publication, listing promotion, booster features, or other Platform services. Credits have no cash value and are non-refundable unless required by Applicable Law.

"Disqualifying Event" — An event that renders a Listing ineligible for continued publication, as set out in Section 12.

"Listing" — A property advertisement created and published by a Listing User on the Platform.

"Listing User" — A registered user who creates Listings: a brokerage, property management company, holiday home operator, or private owner.

"PDPL" — UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data, and any implementing regulations.

"Permit" — Any advertising permit, tourism permit, or regulatory authorisation required to publish a Listing in the applicable Emirate (e.g. Trakheesi, DTCM, Madhmoun, DCT License, BRN).

"Platform" — www.hopinhome.com, any related mobile applications (iOS and Android), and all associated features and services.

"Property Seeker" — A visitor or registered user who uses the Platform to search for and enquire about properties.

"PSP" — A licensed payment service provider appointed by HopInHome to process subscription and booster payments. HopInHome stores only the PSP token, not raw card data.

"Subscription" — Your entitlement to use the Platform's listing and management features, subject to payment of the applicable fee.

"User Content" — Any data, text, photographs, videos, or other materials submitted by users to the Platform, including Listings and communications.

4. CHANGES TO THESE TERMS AND THE PLATFORM

We may amend these Terms at any time by publishing the updated version on the Platform and, where material, by notifying you via email, push notification, or in-app notice. Continued use after any amendment constitutes acceptance. We may also modify or discontinue any Platform feature at any time without notice and without liability.

5. INTELLECTUAL PROPERTY AND PERMITTED USE

HopInHome grants you a personal, limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for lawful purposes only. HopInHome owns or is licensed to use all intellectual property rights in the Platform and its Content. You may print or download a single copy of any page for personal, non-commercial use only. All other use requires our express written consent.

This licence does not include the right to sublicense, sell, resell, transfer, assign, or commercially exploit any portion of the Platform or its Content.

5A. INTELLECTUAL PROPERTY INFRINGEMENT — NOTICE AND TAKEDOWN PROCEDURE

HopInHome respects the intellectual property rights of others and requires Listing Users to do the same. If you believe that Content published on the Platform infringes your copyright, trademark, or other intellectual property rights, you may submit a written notice to us as set out below.

5A.1 How to Submit a Notice

Your notice must be in writing (email is acceptable) and must include all of the following:

1. A description of the intellectual property right you claim is being infringed, including, where applicable, the relevant registration number or a statement that the work is protected by copyright.
2. A description of the Content on the Platform that you believe infringes your rights, including sufficient information to enable us to locate the relevant Listing or page (e.g. the URL or Listing reference number).
3. Your full name, postal address, email address, and telephone number.
4. A statement that you have a good-faith belief that use of the Content in the manner complained of is not authorised by the intellectual property owner, its agent, or Applicable Law.
5. A statement that the information in your notice is accurate and, where you are acting on behalf of the intellectual property owner, a statement that you are authorised to act on their behalf.
6. Your signature (or electronic equivalent).

Notices should be sent to support@hopinhome.com with the subject line "IP Infringement Notice."

5A.2 Our Response

Upon receipt of a complete and valid notice, HopInHome will: (a) acknowledge receipt within five (5) business days; (b) review the notice and assess whether the identified Content infringes the claimed rights; and (c) where appropriate, remove or disable access to the Content, and notify the relevant Listing User. HopInHome reserves the right to seek clarification from either party before taking action.

Submission of a false or bad-faith infringement notice may expose the complainant to legal liability. HopInHome will not be liable for any Content removed in good faith in response to a valid notice.

6. PROHIBITED CONDUCT

When using the Platform, you must not:

1. Use the Platform if you are under 18 or legally prohibited from doing so;
2. Use the Platform for any unlawful purpose or in violation of Applicable Law;
3. Use bots, scrapers, crawlers, or automated tools to extract Platform data without our written consent;
4. Attempt to gain unauthorised access to the Platform, its servers, or any connected systems;
5. Introduce viruses, malware, or other harmful code to the Platform;
6. Reverse-engineer, decompile, or attempt to derive the Platform's source code;
7. Use or index Platform Content to build a competing property database or marketplace;
8. Impersonate any person or entity, or misrepresent your identity, credentials, or authority;
9. Post Content that is false, misleading, defamatory, obscene, or otherwise unlawful;
10. Use tracking data or cookies from the Platform to retarget Platform visitors without our prior written consent;
11. Send spam, chain messages, or unsolicited bulk communications;
12. Screenshot, record, or otherwise capture or reproduce Platform Content for commercial purposes without our prior written consent; or
13. Engage in conduct contrary to the customs or norms of the UAE.

7. USER ROLES, ACCOUNT REGISTRATION, AND ONBOARDING

7.1 Supported User Roles

All Listing Users must register under one of the following roles and provide the corresponding mandatory fields. Misrepresentation of role or credentials is a material breach of these Terms.

Role: Individual Property Owner

Mandatory Registration Fields: Full name, email, account type, privacy/T&C/compliance declarations (checkbox + timestamp), Emirates ID number (reference only, no document upload).

Listing-Level Fields: Listing type, Title Deed reference number (DLD number only), applicable Permit number + expiry date.

Emirate / Permit Notes: All Emirates: compliance declaration required.

Role: Corporate Owner / SPV

Mandatory Registration Fields: Company name, trade licence number + expiry, emirate of issuance, registered address, name of authorised signatory, privacy/T&C/compliance declarations.

Listing-Level Fields: Title Deed reference number, applicable Permit number + expiry date.

Emirate / Permit Notes: All Emirates: compliance declaration required.

Role: Real Estate Brokerage

Mandatory Registration Fields: Company name, trade licence number + expiry, brokerage registration number (where applicable) + expiry, privacy/T&C/compliance declarations. Agent sub-users: full name, email, agent licence number or BRN (where applicable) + expiry..

Listing-Level Fields: Trakheesi permit number + expiry (per listing/per unit). One permit per unit required before publishing.

Emirate / Permit Notes: Dubai: Trakheesi permit mandatory. Abu Dhabi: Madhmoun permit mandatory.

Role: Holiday Home Operator

Mandatory Registration Fields: Company name, trade licence number + expiry (must cover STR activity), privacy/T&C/compliance declarations.

Listing-Level Fields: Trakheesi permit + expiry (Dubai); DTCM Holiday Home Permit + expiry (Dubai STR); DCT License + expiry (Abu Dhabi STR).

Emirate / Permit Notes: Dubai: DTCM permit mandatory. Abu Dhabi: DCT license mandatory.

Role: Property Management Company

Mandatory Registration Fields: Company name, trade licence number + expiry, privacy/T&C/compliance declarations, management authorisation declaration.

Listing-Level Fields: Title Deed reference number, applicable Permit number + expiry date per listing.

Emirate / Permit Notes: All Emirates: compliance declaration required.

Role: Tenant / Guest

Mandatory Registration Fields: Full name, email, privacy acceptance. Emirates ID number (reference only — recommended). Ejari-based verification is not currently supported on the Platform.

Listing-Level Fields: Payment method via PSP (if booking payments enabled in future phases).

Emirate / Permit Notes: N/A at this stage.

7.2 Account Approval

All Accounts are subject to manual review and approval by HopInHome before activation. HopInHome may reject any application at its sole discretion, including if you are not licensed, do not hold required authority, or are not compliant with Applicable Law. Where you register on behalf of a company, you must provide a copy of the relevant government-issued identity document prior to the commencement of your Subscription.

7.3 Account Security

You are solely responsible for maintaining the confidentiality of your login credentials and for all activities conducted under your Account. You must notify us immediately at support@hopinhome.com if you become aware of any unauthorised use of your Account. HopInHome will not be liable for any loss or damage arising from your failure to comply with this obligation.

7.4 Mandatory Declarations

All users must accept the following at registration and at each listing submission, recorded with a checkbox and timestamp:

1. Privacy Policy acceptance (PDPL Art. 4–6 — lawful basis for data processing);
2. Terms of Use acceptance (contractual necessity); and
3. User compliance declaration confirming regulatory compliance (platform liability shield).

8. LISTING OBLIGATIONS AND EMIRATE-SPECIFIC COMPLIANCE

8.1 General Obligations — All Listing Users

All Listing Users warrant and represent that they will:

1. Only create Listings for properties genuinely available at the time of publication;
2. Ensure all Content in each Listing is true, complete, accurate, and not misleading, and will promptly correct any errors;
3. Hold all Permits required to publish the Listing and provide certified proof upon request;
4. Immediately remove or mark a Listing as unavailable when the property is rented, sold, or goes under offer;
5. Only advertise properties that can lawfully be rented or sold under Applicable Law; and
6. Comply with all Applicable Laws, including guidelines from relevant real estate authorities.

8.2 Emirate-Specific Permit Requirements

The Platform applies conditional logic — permit fields are mandatory and block listing publication if missing or expired. All permit numbers require the expiry date to be collected alongside. The platform suspends listings automatically upon expiry.

Emirate: Dubai

Listing Type: Long-term rental

Required Permit: Trakheesi advertising permit number + expiry. Must display permit number and Trakheesi code on listing page.

Legal Basis: RERA Admin Decision No. 134/2013

Emirate: Dubai

Listing Type: Short-term rental (STR)

Required Permit: Trakheesi permit + expiry AND DTCM Holiday Home Permit number + expiry.

Legal Basis: Executive Council Resolution No. 41/2013

Emirate: Abu Dhabi

Listing Type: All listings

Required Permit: Madhmoun permit number + expiry (ADREC/DMT).

Legal Basis: ADREC / DMT Regulations

Emirate: Abu Dhabi

Listing Type: STR

Required Permit: DCT License number + expiry.

Legal Basis: Abu Dhabi Resolution No. 3/2020

Emirate: Sharjah, Ajman, RAK, Fujairah, UAQ

Listing Type: All listing types

Required Permit: Mandatory compliance declaration checkbox + timestamp.

Legal Basis: Local authority regulations

Emirate: All Emirates (agent listings)

Listing Type: All listing types

Required Permit: Agent licence number or equivalent broker registration number required where applicable under local regulations..

Legal Basis: Emirate-specific RERA regulations

8.3 Permit Expiry — Platform Enforcement Logic

HopInHome automatically enforces the following expiry rules. Listing Users are solely responsible for renewing their Permits in time.

Permit / Document: Trakheesi advertising permit

Validity: 1 year

Alert: 30 days prior

Platform Action on Expiry: Listing suspended, hidden from search, owner notified.

Permit / Document: DTCM Holiday Home Permit (Dubai STR)

Validity: Per DTCM issuance

Alert: 30 days prior

Platform Action on Expiry: STR listing suspended, owner notified.

Permit / Document: Madhmoun permit (Abu Dhabi)

Validity: Per ADREC issuance

Alert: 30 days prior

Platform Action on Expiry: Listing suspended, owner notified.

Permit / Document: DCT License (Abu Dhabi STR)

Validity: 1 year

Alert: 30 days prior

Platform Action on Expiry: STR listing suspended.

Permit / Document: RERA BRN (individual agent)

Validity: 1 year

Alert: 30 days prior

Platform Action on Expiry: Agent's listings suspended; brokerage admin notified.

Permit / Document: Company trade licence

Validity: 1 year

Alert: 60 days prior

Platform Action on Expiry: Account flagged; all listings suspended on expiry.

8.4 Trakheesi Permit — Responsibility Allocation

For Dubai listings, the following responsibility allocation applies:

Broker/Agent: Primary responsibility. Must obtain and maintain a valid Trakheesi permit for each listing before advertising. For rental listings, a signed Form A2 (RERA rental listing agreement) from the property owner is required before the Trakheesi permit can be obtained. Advertising without a valid permit is a RERA violation attributable to the agent/broker.

Property Owner: Must not self-list in Dubai without using a licensed broker. An individual cannot obtain a Trakheesi permit directly without a broker licence or without engaging a licensed broker.

HopInHome: Secondary responsibility. Must require the Trakheesi permit number and expiry date as mandatory fields, display the permit number on the listing page, suspend listings on expiry, and where integrated, use the DLD Trakheesi API for real-time permit verification. HopInHome is not responsible for independently verifying permit authenticity but bears risk if it knowingly hosts non-compliant listings.

9. CONTENT QUALITY STANDARDS

All Content submitted to the Platform must:

1. Be true, complete, and accurate, and not misleading, defamatory, obscene, or unlawful;
2. Not infringe any intellectual property or other right of HopInHome or any third party;
3. Relate only to the specific property being advertised, with no other advertising without our prior written approval;
4. Comply with all Content guidelines and Listing requirements issued by HopInHome from time to time; and
5. Not expose HopInHome to legal proceedings, regulatory sanctions, or reputational harm.

HopInHome may remove, modify, or decline to publish any Content that does not comply with these standards, without notice and without liability. HopInHome reserves the right to use automated tools to screen Content for compliance with these standards.

10. CONTENT LICENCE GRANT

You retain ownership of your Content. By uploading Content to the Platform, you grant HopInHome an irrevocable, worldwide, royalty-free, non-exclusive, transferable licence to use, reproduce, adapt, distribute, and display that Content in connection with the operation and promotion of the Platform, including within the mobile application, app store listings, and marketing materials. This licence survives termination of your Account. HopInHome may also use Content or data derived from it to develop analytical products and improve Platform services.

11. HOPINHOME IS A MARKETPLACE — NOT A BROKER

HopInHome is a digital real estate rental marketplace platform only. We are committed to this model and will not pursue any business model that competes with Listing Users by acting as a real estate broker or agent, or by soliciting or employing agents outside the scope of Platform services.

As a Property Seeker, you acknowledge that: (a) HopInHome is not a real estate agency; (b) Listings are produced by third parties and have not been independently verified by us; (c) you are responsible for your own due diligence before committing to any rental arrangement; and (d) you must not send any payment to another user without a valid, UAE-compliant tenancy agreement in place.

When you submit an enquiry about a property, your contact details will be forwarded directly to the relevant Listing User via email, WhatsApp, or other communication means. HopInHome accepts no liability for subsequent communications with that Listing User.

11A. DISPUTES BETWEEN USERS

HopInHome is a digital marketplace that facilitates introductions between Listing Users and Property Seekers. HopInHome is not a party to any tenancy agreement, sale agreement, or other contract formed between users as a result of those introductions.

Any dispute, claim, or disagreement between a Listing User and a Property Seeker arising out of or in connection with a property transaction, communication, or interaction facilitated through the Platform is solely a matter between those users. HopInHome bears no responsibility for resolving such disputes and accepts no liability for any loss, damage, or harm arising from them.

Users involved in a dispute are encouraged to:

1. Attempt to resolve the matter directly between themselves in the first instance.
2. Where the dispute concerns a tenancy in Dubai, refer to the Dubai Rental Dispute Centre (RDC) at rdcproperty.ae.
3. Where the dispute concerns a tenancy in Abu Dhabi, refer to the Abu Dhabi Judicial Department (ADJD).
4. For property disputes in other emirates, contact the relevant local real estate authority or court.
5. For disputes involving suspected fraud or criminal conduct, contact the relevant UAE law enforcement authority.

HopInHome will cooperate with competent authorities investigating matters connected to Platform use, and may share relevant information in accordance with its Privacy Policy and Applicable Law.

11B. THIRD-PARTY COMMUNICATION SERVICES

When you submit a property enquiry, HopInHome may transmit your contact details to the relevant Listing User via third-party communication services, which may include WhatsApp (operated by Meta Platforms, Inc.), email, or SMS. By submitting an enquiry, you acknowledge and consent to the transmission of your contact details via these services.

Third-party communication services operate independently of HopInHome and are subject to their own terms of service and privacy policies. HopInHome does not control the data practices of Meta Platforms, Inc. or any other third-party messaging provider, and accepts no liability for the processing of your data by those services once your details are transmitted.

HopInHome does not guarantee the delivery of enquiries transmitted via third-party services. Delivery failures, delays, or errors caused by the third-party service are outside HopInHome reasonable control and do not entitle you to any remedy against HopInHome.

HopInHome may change the third-party communication services it uses from time to time. Any material change will be reflected in an updated version of these Terms.

12. LISTING DISQUALIFYING EVENTS

HopInHome may immediately remove any Listing upon any of the following:

1. Property details are inaccurate, misleading, or the property is no longer available;
2. The property has been rented, sold, or has gone under offer;
3. A required Permit is missing, expired, or cancelled (including cancellation via Form U in Trakheesi);
4. The Listing fails to meet HopInHome Content quality or emirate-specific compliance requirements;
5. The stated price does not match the amount authorised by the property owner or their representative;
6. The Listing is subject to the sole listing rights of another agent;
7. The Listing User's trade licence or BRN has expired or been revoked; or
8. HopInHome is required to remove the Listing by a regulatory body, court order, or Applicable Law.

Removal due to a Disqualifying Event does not entitle you to any refund.

13. PAID SERVICES — SUBSCRIPTIONS, BOOSTERS, AND PAYMENT

HopInHome revenue model is based exclusively on: (a) Subscription fees; and (b) Booster/Featured Listing fees. HopInHome does NOT collect rent, security deposits, or any transaction proceeds. HopInHome does NOT provide escrow services.

Payment is processed via a licensed PSP. HopInHome stores only the PSP token and does NOT store, share, or lease raw card numbers or banking credentials (CBUAE Retail Payment Services Regulation, 2021). All fees are exclusive of UAE VAT (Federal Decree-Law No. 8/2017). You are solely responsible for applicable taxes.

By purchasing a Paid Service, you acknowledge that: (a) fees are non-refundable except as set out in Section 14; (b) Paid Services do not guarantee any specific number of enquiries or leads; (c) Credits or Booster activations are released only after payment is confirmed; and (d) unused Booster credits expire at the end of the applicable credit term and do not roll over.

In-app purchases made through the Apple App Store or Google Play are subject to the relevant store's payment terms and policies in addition to these Terms. Refunds for in-app purchases may be subject to the relevant store's refund policy.

13A. SUBSCRIPTION RENEWAL, CANCELLATION, AND PRICE CHANGES

13A.1 Auto-Renewal

Unless you cancel your Subscription before the end of your then-current Contract Term, your Subscription will automatically renew for a further period of the same duration at the then-current list price for your plan, charged via your registered payment method. You will receive a renewal reminder by email no fewer than seven (7) days before the renewal date.

13A.2 Cancellation

You may cancel your Subscription at any time by: (a) accessing the billing section of your Account settings and selecting 'Cancel Subscription'; or (b) emailing support@hopinhome.com with your Account details and a written cancellation request.

Cancellation takes effect at the end of your then-current Contract Term. You will retain full access to Platform features until that date. No pro-rata refund is payable for any unused portion of a paid Contract Term, except where required by Applicable Law.

For Subscriptions purchased via the Apple App Store or Google Play, cancellation must be made

through the relevant store's subscription management interface, subject to that store's policies.

13A.3 Downgrade and Upgrade

You may upgrade your Subscription plan at any time; the upgraded plan takes effect immediately and you will be charged the pro-rata difference for the remainder of your current Contract Term. Downgrades take effect at the next renewal date. HopInHome will adjust feature access at the applicable time.

13A.4 Price Changes

HopInHome may change the fees applicable to any Subscription plan or Paid Service at any time. Where a price increase affects your active Subscription, HopInHome will notify you by email or in-app notice no fewer than thirty (30) days before the new price takes effect. The new price will apply from your next renewal date. If you do not wish to continue at the new price, you must cancel your Subscription in accordance with Section 13A.2 before the renewal date. Continued use after the renewal date at the new price constitutes your acceptance of the revised pricing.

13B. UAE CONSUMER PROTECTION

Nothing in these Terms limits or excludes any right you may have as a consumer under UAE Federal Law No. 15/2020 on Consumer Protection and its implementing regulations (collectively, "Consumer Protection Law"), to the extent that such rights cannot be excluded by agreement.

Where you are an individual using the Platform in a personal capacity (rather than in the course of a trade or business), and the Consumer Protection Law applies to your use, you may be entitled to additional rights in respect of, for example, transparent and accurate disclosure of fees, clear description of services, and protection against misleading commercial practices.

If you believe HopInHome has not complied with the Consumer Protection Law, you may contact the UAE Ministry of Economy's Consumer Protection Department or the relevant emirate-level authority. HopInHome will cooperate with any such authority in accordance with Applicable Law.

13C. SUBSCRIPTION PLANS AND FEATURE ACCESS

13C.1 Subscription Plans

HopInHome offers subscription plans with varying feature entitlements, listing allowances, and booster credits. Details of current plans, including features and pricing, are published on the Platform's pricing page at www.hopinhome.com/pricing and may be updated from time to time in accordance with Section 13A.4. The applicable plan features are those published at the time of your subscription purchase or renewal.

13C.2 Feature Access During Active Subscription

Access to Platform features — including listing creation, listing management tools, booster activation, call tracking, and analytics — is conditional on your Subscription being active and all fees being current. HopInHome does not guarantee the availability of any specific feature at all times and reserves the right to modify, replace, or discontinue any feature with reasonable notice where practicable.

13C.3 Lapsed Subscription — Effect on Listings

A Subscription lapses when a renewal payment is not received by the due date. Upon lapse: (a) new Listing creation is immediately suspended; (b) existing active Listings remain visible on the Platform for a grace period of three (3) calendar days from the due date; and (c) if payment is not received within seven (7) days of the due date, all Listings are removed from the Platform in accordance with Section 15.1. A lapsed Subscription is distinct from Account termination — your Account data is retained and Listings may be restored upon successful payment within the grace period.

13C.4 Free Trials and Promotional Periods

HopInHome may, at its discretion, offer free trial periods or promotional subscription rates to new or existing users. The duration and conditions of any free trial will be stated at the point of sign-up. At the end of a free trial, your Subscription will automatically convert to the applicable paid plan and you will be charged at the standard rate unless you cancel before the trial period ends in accordance with Section 13A.2. HopInHome reserves the right to withdraw or modify free trial offers at any time without prior notice.

13C.5 Booster Credits

Booster and Featured Listing credits purchased as part of a Subscription plan or as standalone add-ons are valid only for the duration of the applicable credit term as stated at the time of purchase. Unused credits expire at the end of the credit term and do not carry over to a renewed or upgraded Subscription. Booster credits have no cash value and cannot be transferred between Accounts.

14. REFUND POLICY

14.1 General — Non-Refundable Fees

All fees paid for Paid Services — including Subscription fees, Booster credits, and Featured Listing fees — are non-refundable once charged, except as expressly set out in this Section 14 or as required by Applicable Law. The non-refundable nature of fees reflects the immediate access granted to Platform features upon payment.

14.2 Circumstances in Which a Refund May Be Considered

HopInHome will consider a refund request only in the following circumstances:

1. Duplicate payment: where the same transaction has been processed and charged more than once due to a technical error. In such a case, HopInHome will refund the duplicate amount to the original payment method within ten (10) business days of the error being confirmed.
2. HopInHome-caused service failure: where HopInHome is unable to provide the core Platform service for a continuous period exceeding seven (7) days due to a cause within HopInHome reasonable control, and where the failure materially prevents you from using the Paid Service you purchased, HopInHome may offer a pro-rata credit or refund for the affected period at its discretion.
3. Statutory right: where Applicable Law, including UAE Federal Law No. 15/2020 on Consumer Protection, requires a refund that cannot be excluded by agreement.

For the avoidance of doubt, a refund will not be issued where: (a) a Listing is suspended or removed due to a Disqualifying Event, permit expiry, or your breach of these Terms; (b) you cancel your Subscription before the end of the Contract Term; (c) you did not receive the number of enquiries or leads you expected; or (d) you change your mind after purchasing a Paid Service.

14.3 How to Request a Refund

To request a refund, contact HopInHome at support@hopinhome.com with the subject line "Refund Request" and include: (a) your registered Account email address; (b) the date and amount of the transaction; (c) the PSP transaction reference number (available in your Account billing history); and (d) a description of the reason for your request. HopInHome will acknowledge your request within three (3) business days and issue a decision within fifteen (15) business days of receipt of all required information.

14.4 Refund Method

Where a refund is approved, it will be issued to the original payment method used for the transaction. HopInHome cannot issue refunds to a different card, bank account, or payment method. Depending on your card issuer or bank, the credit may take up to fourteen (14) business days to appear on your statement. HopInHome is not responsible for delays caused by your bank or card provider.

14.5 VAT on Refunded Amounts

Where a refund is issued in respect of a supply on which UAE VAT (Federal Decree-Law No. 8/2017) was charged, HopInHome will issue a VAT credit note in accordance with UAE FTA requirements. The refunded amount will include the VAT element originally charged. You are responsible for any corresponding VAT adjustments in your own VAT records.

14.6 Apple App Store and Google Play Purchases

If your Subscription or Booster was purchased through the Apple App Store or Google Play, HopInHome does not process the payment and cannot issue a refund directly. Refund requests for in-app purchases must be submitted through the relevant store's own refund process: Apple Support at getsupport.apple.com or Google Play Help at support.google.com/googleplay. Apple's and Google's refund policies govern such requests and may differ from this Section 14. HopInHome has no control over and accepts no liability for refund decisions made by Apple or Google.

14.7 Fraudulent or Disputed Transactions

If you believe a transaction on your payment method was made without your authorisation, contact your bank or card provider directly to initiate a chargeback. You should also notify HopInHome at support@hopinhome.com so we can investigate and, where appropriate, place a security hold on the Account. Initiating a chargeback without first contacting HopInHome may result in Account suspension pending investigation.

15. ACCOUNT SUSPENSION, TERMINATION, AND EXPIRY

15.1 Suspension for Non-Payment

1. Access limited if any fee is unpaid for 3 or more days after the due date;
2. Account suspended and all Listings removed if fee is unpaid for 7 or more days; and
3. Subscription terminated if fee is unpaid for 60 or more days.

If your Account is limited or suspended, you remain liable for all fees due under your Subscription.

15.2 Termination for Breach

HopInHome may immediately, without notice: issue a warning; remove Listings; suspend or terminate your Account; and/or refer the matter to law enforcement. Upon termination, all unpaid fees become immediately due. HopInHome may refuse future services until all amounts and any applicable penalties are paid.

15.3 Effect of Termination

Upon termination or expiry of your Account for any reason: (a) your licence to use the Platform ceases immediately; (b) all active Listings will be removed; (c) HopInHome will retain data as required by Applicable Law and the Privacy Policy; and (d) provisions of these Terms that by their nature should survive termination will do so, including Sections 10, 18, 19, 20, and 21.

16. CALL TRACKING AND RECORDING

HopInHome may offer a call-tracking feature to subscribing Listing Users. Calls facilitated through an allocated trackable number may be recorded for quality assurance, training, and compliance. By using this feature, you consent to recording. HopInHome will notify you before each recorded call.

17. DATA PROTECTION

HopInHome processes personal data in accordance with its Privacy Policy and the UAE PDPL (Federal Decree-Law No. 45/2021). Where HopInHome provides you with Personal Data relating to Property Seekers (e.g. enquiry contact details), you act as an independent data controller and must: (a) comply with all Applicable Data Protection Laws; (b) use such data solely for responding to the relevant enquiry; and (c) implement appropriate technical and organisational security measures to protect such data. You warrant that any Personal Data you provide to HopInHome has been collected with appropriate lawful basis and, where required, consent.

18. INDEMNIFICATION

You agree to indemnify, defend, and hold harmless HopInHome and its affiliates, officers, directors, employees, and agents from and against all claims, losses, damages, costs, fines, and legal fees arising from: (a) your use of the Platform; (b) your Content or Listings; (c) your breach of these Terms or Applicable Law; (d) any transaction or dispute between you and another user; or (e) any third-party claim that your Content infringes their rights. This obligation survives termination of your Account.

19. LIMITATION OF LIABILITY

The Platform and all Content are provided on an "as is" and "as available" basis without any warranty. To the fullest extent permitted by Applicable Law, HopInHome excludes all liability for: any direct, indirect, consequential, special, or punitive loss; loss of profits, revenue, data, or goodwill; business interruption; losses from user interactions; and software errors or internet failures beyond our control. HopInHome total aggregate liability shall not exceed the greater of: (a) fees paid by you in the twelve (12) months preceding the claim; or (b) AED 1,000.

Nothing in these Terms limits or excludes liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any liability that cannot be excluded under Applicable Law.

20. GENERAL PROVISIONS

Assignment. HopInHome may assign these Terms to any affiliate or successor. You may not assign without our prior written consent.

Severability. If any provision is found invalid or unenforceable, the remaining provisions continue in full force.

Waiver. No failure by HopInHome to enforce any provision constitutes a waiver.

Entire Agreement. These Terms, together with the Privacy Policy, Cookie Policy, and any Order Form, constitute the entire agreement between the parties.

Language. These Terms are in English. In the event of any inconsistency between versions, the English version prevails.

Sanctions. HopInHome will not provide services to any person or entity subject to UAE, UN, or other applicable sanctions.

Electronic Communications. By using the Platform, you consent to receive electronic communications from HopInHome by email, WhatsApp, SMS, push notification, or Platform notices, which satisfy any legal requirement for written communication.

Force Majeure. HopInHome shall not be liable for any failure or delay in performing its obligations where such failure or delay results from any cause beyond its reasonable control, including acts of God, pandemic, government action, regulatory shutdown, internet or telecommunications infrastructure failure, cyberattack, or any other event outside HopInHome reasonable control. HopInHome will use reasonable endeavours to resume normal service as soon as possible and will notify affected users of any material disruption.

App Store Terms. If you access the Platform via a mobile application downloaded from the Apple App Store, Apple is not a party to these Terms and has no obligation to furnish any maintenance or support services for the application. In the event of any third-party claim that the application infringes that party's intellectual property rights, Apple will not be responsible for the investigation, defence, settlement, or discharge of such claim. Similarly, if you access the Platform via Google Play, Google is not a party to these Terms. These Terms are between you and HopInHome only.

21. GOVERNING LAW AND DISPUTE RESOLUTION

These Terms are governed by and construed in accordance with the laws of the United Arab Emirates as applied in the Emirate of Dubai. If a dispute arises, we encourage you to contact us first at support@hopinhome.com to seek an amicable resolution. If a dispute cannot be resolved amicably, both parties irrevocably submit to the exclusive jurisdiction of the competent courts of Dubai, United Arab Emirates.