LEXAI

الرئيسية / سياسة الاسترداد

سياسة الاسترداد

آخر تحديث: April 7, 2026

When Refunds Apply

Refunds may be issued in the following situations:

  • Client cancels a paid consultation before it takes place — full refund
  • A dispute is raised after consultation and resolved in the client's favour — full or partial refund depending on the outcome
  • A payment processing error results in an incorrect charge
  • Lawyer cancels or declines a booking after the client has already paid — full refund

When Refunds Do Not Apply

Refunds are not available when:

  • The consultation was completed and no dispute was raised within the 24-hour dispute window
  • The client did not attend the consultation (no-show)
  • A dispute was raised and resolved in the lawyer's favour
  • The 24-hour dispute window has passed without any dispute being filed

Refund Process

When a refund is issued:

1. The consultation's refund status is set to "pending" in our system 2. The refund is processed through Stripe back to your original payment method 3. Stripe sends a confirmation webhook when the refund is complete 4. You receive an email notification confirming the refund

Please allow 5-10 business days for the refund to appear on your bank statement. All refunds are in AED.

Client Cancellation

  • Before payment: You can cancel a booking request at no cost. No payment was taken, so no refund is needed.
  • After payment, before consultation: If you cancel a paid consultation that has not yet taken place, you receive a full refund.

Lawyer Cancellation and Expiry

  • If a lawyer declines your booking request, no charge is made to you.
  • If a lawyer does not respond to your booking request within 12 hours, the request expires automatically. No charge is made.
  • If you do not complete payment within 24 hours of the lawyer accepting, the booking expires. No charge is made.

Dispute-Related Refunds

After a lawyer marks a consultation as complete, you have 24 hours to raise a dispute if you are unsatisfied.

  • When a dispute is raised, the lawyer's payout is frozen
  • LEXAI's admin team reviews the dispute and aims to resolve it within 48 hours
  • Three possible outcomes:
  • Both parties are notified of the outcome by email and in-app notification

Commission on Refunds

When a client refund is issued, LEXAI's platform commission is non-refundable to the lawyer. The full consultation fee is refunded to the client, and the commission is absorbed by the platform.

Subscription Cancellations

For lawyer and firm subscription plans:

  • Subscriptions are billed monthly and can be cancelled at any time
  • Cancellation takes effect at the end of the current billing period — you retain access until then
  • No pro-rata refunds are issued for partial months
  • Downgrading to the Starter (free) tier takes effect at the end of the billing period

Contact

For refund inquiries or questions about a specific transaction, contact us at support@lexaidxb.com. Please include your booking reference or transaction details so we can assist you promptly.

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