Refund and Cancellation Policy
Last updated: 12 September 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
| What happened | What you get back |
|---|---|
| You cancel before the Start Time | Everything |
| We decline your Order | Everything |
| You paid twice, or the payment failed and was taken anyway | Everything |
| You are late giving us something the work cannot go on without | The deadline moves by the same number of days, and past fifteen business days we may pause the project |
| We miss the Delivery Deadline | A revised deadline. Where our own delay runs long, the right to stop, keep what is built, and get back what covers the rest |
| The delivered work materially fails to match the brief | We correct it, at no charge |
| You change your mind after the Start Time | Nothing — the work has begun |
Nothing in this policy takes away a right the law gives you and forbids us to remove.
2. What you bought
The First Build — AED 150,000, for one idea.
Within 90 days from the Start Time you receive a Web App, an iPhone App, an Android App, the Source Code and the Launch. 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 90 days begin and when work may begin.
Before that moment you can cancel for any reason and we refund the full AED 150,000.
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 150,000 is not refundable merely because you decide against continuing, change the idea, or no longer need the service.
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 working product, and a corrected product is worth more to you than a refund.
Where correction is impossible or disproportionate, we agree a reduction in the price that reflects the discrepancy. That reduction is the remedy in place of correction, not in addition to it.
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 the delivery date moves
6.1 Where we are waiting on you
The 90 days assume we get what we need when we need it. Clause 8 of the Terms lists it: approvals, credentials, developer and store accounts, content and brand material, and decisions only you can take.
Where one of those is outstanding and the work cannot go on without it, the Delivery Deadline moves by the same number of days. We tell you in writing each time a period like that starts and ends, so the date on the calendar is always the current one, and nobody arrives at day ninety with a different number in their head.
Where an item stays outstanding for more than 15 business days, we may pause the project and restart it on a date agreed in writing at that point.
6.2 Where the delay is ours
We tell you as soon as we know, with the reason, and give you a revised Delivery Deadline in writing.
Where a revised deadline we propose falls more than 30 days after the deadline it replaces, you may end the contract by telling us in writing within ten business days. If you do:
- you receive the Deliverables finished at that date, and the Source Code for them stays assigned to you: the refund of the unperformed part does not undo the assignment;
- we refund the part of the price that covers work not performed, worked out under clause 6.4; and
- we start that refund within 3 business days of agreeing the figure.
You can also simply accept the revised deadline and carry on. Most people do, because a product three weeks late is still the product.
6.3 Where the delay is neither of us
Clause 17 of the Terms covers events outside reasonable control. We agree a new date, and where the delay runs beyond 14 days either of us may end the contract, with a refund for work undelivered.
6.4 Working out what comes back
The price is allocated across the four phases of the build:
| Phase | Share of the price |
|---|---|
| Design | 20% |
| Web App | 30% |
| iPhone App and Android App | 35% |
| Launch: store listings, assets, submission and handover | 15% |
A phase finished and delivered to you is performed. A phase not started is not. A phase in progress is assessed on the work actually done within it, and we show you that assessment in writing.
What comes back is the total of the phases not performed. We show the calculation before we send the money, and where you think it is wrong, tell us and we look again.
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 Build 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 90 days, so the 14-day window falls inside the build. 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 work out that amount with the phase allocation published in clause 6.4, applied to the phases begun at the moment you cancel, so a proportionate amount means the same thing everywhere in this policy. We show you the calculation. 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
Duque LTD, trading as Next Up International House, 12 Constance Street, London, E16 2DQ, United Kingdom Registered in England and Wales, company number 13122478