Refund and Cancellation Policy

Last updated: 2 August 2026

This policy forms part of our Terms of Service. Words written with a capital letter are defined in clause 3 of those terms.

1. The short version

Nothing in this policy takes away a right the law gives you and forbids us to remove.

2. What you bought

The First 72 — AED 4,500, for one idea.

Inside 72 consecutive hours from the Start Time you receive a First Version, a Technical Scope and a Fixed Build Quotation. A Product Review is included and scheduled separately after delivery. One consolidated Revision Round is included.

The service is sold to businesses. See clause 2 of the Terms.

3. Cancelling before we start

The Start Time is the moment your payment succeeds. That is when the 72 hours begin and when work may begin.

Before that moment you can cancel for any reason and we refund the full AED 4,500.

In practice the window is short, because payment and start are the same event. It matters where a payment succeeds and something on our side has yet to confirm the Order.

4. Cancelling after we start

After the Start Time the AED 4,500 is not refundable merely because you decide against continuing, change the idea, or no longer need the service.

The reason is the shape of the product. Seventy-two hours is short enough that the team begins immediately; by the time most people would reconsider, the work is largely done. That is what the price buys.

This clause is about a change of mind. It says nothing about work that goes wrong — clause 5 and clause 6 cover that, and they are where your money is protected.

5. If the work materially fails to match the brief

Tell us in writing within five calendar days after delivery, and say what the discrepancy is.

Where we accept it, we correct it at no charge, within a reasonable period. That is the first remedy and in nearly every case it is the right one — you came for a first version of your product, and a corrected first version is worth more to you than a refund.

Where correction is impossible or inappropriate, we discuss a partial or full refund.

A Correction is separate from your included Revision Round, which covers reasonable adjustments within the agreed direction rather than a failure on our part. Using one leaves the other intact.

6. If we miss the 72 hours

If we know we will miss the Delivery Deadline, we tell you promptly — before the deadline, wherever we can — and offer you a choice:

1. A revised deadline, which takes effect only when you accept it in writing; or
2. A full refund of the AED 4,500.

The choice is yours. Where you take the refund, we start it within 3 business days.

Where a delay is caused by an event outside reasonable control, clause 17 of the Terms applies: we agree a new date, and where the delay runs beyond 14 days either of us may cancel with a full refund for work undelivered.

7. If we decline or stop

We may decline an Order before we start. We refund in full, and we are free to keep our reasons to ourselves.

We may stop work on a project involving unlawful content, infringement, fraud, abuse or material risk to others. The refund then reflects the work already performed and any mandatory legal requirement.

8. Duplicate and failed payments

We refund duplicate payments, and payments taken where we cannot accept the Order, without you having to ask. Where you spot one first, tell us and we will move faster.

9. How to ask for a refund

Email hello@nextup.ae with:

• your order reference;
• the email address you ordered with; and
• what happened, in your own words.

We acknowledge within 2 business days and give you a decision within 5 business days.

10. How the money comes back

• Refunds go to the original payment method. That is a Stripe rule and a card-scheme rule, and it is not ours to bend.
• We start the refund within 3 business days of approving it. It usually appears on your statement in 5 to 10 business days, depending on your bank. That last part is out of our hands.
• We refund in the currency you paid. Where your bank applied an exchange rate, the amount that lands may differ slightly from the amount that left. That difference belongs to the bank.
• Where the original card has expired or closed, contact your bank first — most route the refund to the replacement card. Where yours will not, tell us and we will find another way.

11. If you turn out to be a consumer

The First 72 is sold to businesses, and clause 2 of the Terms asks you to confirm that is why you are buying.

Where a purchase nevertheless falls under consumer law — for example because a court decides you were acting outside your trade, business, craft or profession — the following applies, and it prevails over clauses 3 and 4 above.

11.1 The 14-day right to cancel

Distance selling normally gives a consumer 14 days to cancel for any reason, with no penalty and no reason needed. For services those 14 days run from the day the contract is made.

The rules are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK, and the Consumer Rights Directive 2011/83/EU as implemented locally in the EEA.

11.2 Starting inside the 14 days

We deliver in 72 hours, which sits inside that window, so we start only where you ask us to.

At checkout you tick a box — separate, and never pre-ticked — that says:

I expressly request that Next Up begins work immediately, during the 14-day cancellation period.

I understand that once Next Up has fully performed the service, I lose my right to cancel.

Both statements are required by law and both need an active tick. Buying without ticking is possible; in that case we wait until the 14 days pass or until you tell us to start.

11.3 Cancelling part-way

Where you ticked the box, we began, and you cancel inside the 14 days but before delivery:

• you may still cancel;
• you pay a proportionate amount for what we supplied up to the moment you told us, measured against the full contract; and
• we refund the rest within 14 days of receiving your cancellation.

We show you the calculation, against the total price of AED 4,500. Where you think it is wrong, tell us and we look again.

11.4 Once we have delivered

Where you ticked the box and we have fully performed, the 14-day right ends. That is what the law says, and what the acknowledgement in clause 11.2 is for.

Where you did not tick the box, the right survives the full 14 days, and cancelling inside it means a full refund within 14 days of your notice.

11.5 Rights that never go away

None of this touches your rights under the Consumer Rights Act 2015 in the UK, or its equivalent in your EEA country.

Where we fail to perform with reasonable care and skill, or fail to match what we told you, you may require us to perform again or reduce the price. Those rights outlast 14 days and nothing here limits them.

11.6 How to cancel

Tell us clearly before the 14 days are up. hello@nextup.ae is enough. So is any other clear statement.

A form is unnecessary, but here is one:

Model cancellation form

To: Duque LTD (trading as Next Up), International House, 12 Constance Street, London, E16 2DQ, United Kingdom — hello@nextup.ae

I hereby give notice that I cancel my contract for the supply of the following service:

Ordered on: __________ Order reference: __________ Name: __________ Address: __________ Signature (only if sending on paper): __________ Date: __________

Sending the notice inside the 14 days is enough. When it reaches us makes no difference.

12. Before you dispute a charge

Where something is wrong, email us before you call your bank. We will almost always sort it out faster than a chargeback would, and a chargeback locks the money for weeks while it is investigated.

Where you fail to recognise a charge on your statement: it is us. The charge comes from Duque LTD, the company behind Next Up. See clause 1 of the Terms.

13. Contact

hello@nextup.ae

Duque LTD, trading as Next Up International House, 12 Constance Street, London, E16 2DQ, United Kingdom Registered in England and Wales, company number 13122478