Refund & Replacement Policy

Refund & Replacement Policy for INAYA Services

Before service commencement, INAYA returns the unused monthly service payment. After commencement, the unused prepaid service period following effective cancellation is refunded on a clear pro-rata basis. The calculation identifies the prepaid amount, service period, effective cancellation date and unused period.

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Updated 19 October 2026

✓ Unused pre-service payment returned
✓ Unused prepaid period refunded pro rata
✓ Eligible replacement administration under the agreed plan
✓ Statutory recruitment remedies kept separate

Managed monthly cancellation and refunds

Before service commencement, INAYA returns the unused monthly service payment. After commencement, the unused prepaid service period following effective cancellation is refunded on a clear pro-rata basis. The calculation identifies the prepaid amount, service period, effective cancellation date and unused period.

✓ The unused-period calculation and relevant dates are explained in writing.
✓ No undisclosed cancellation charge is imposed.
✓ Costs already included in the monthly package are not reintroduced as unexpected deductions.
✓ Customer service refunds are separate from the worker’s wages and employment entitlements.
✓ Normal paid rest and protected leave are not automatic cancellation or refund events.
✓ Applicable statutory remedies and deadlines remain in force; recruitment-fee rules apply to the relevant recruitment arrangement, not automatically to monthly payments.

Eligible replacement support under the agreed plan

The managed monthly agreement includes review and administration of eligible replacement requests. Eligibility is assessed against the agreed duties, applicable employment arrangement and relevant legal obligations. Matching coordination and follow-up follow the agreed service plan.

✓ Share the agreement, agreed duties, relevant dates and a clear description of the concern.
✓ INAYA explains the eligibility review, available matching options and next steps.
✓ Review the proposed candidate and give consent before a replacement arrangement is confirmed.
✓ If a suitable replacement is unavailable, discuss available alternatives and effective cancellation; unused prepaid service is handled under the monthly refund terms.
✓ The support includes eligible review, matching coordination and administration, without an unlimited replacement promise or fixed completion deadline.
✓ Legally required remedies remain available.

Monthly payments and written confirmation

For the standard managed monthly offer, the first service month is paid in advance and later payments follow the agreed monthly billing date. There is no separate upfront recruitment/setup fee and no security deposit. Separately contracted recruitment and visa-only services have their own quotation and terms.

✓ Receive the written service scope, price breakdown and applicable payment documentation before confirmation.
✓ The quotation identifies included components, exclusions, applicable tax and the final payable amount.
✓ Record the service period, monthly billing date, renewal arrangements and any agreed changes.
✓ A package payment is different from the worker’s wage, even though the wage is included in the managed service price.

Candidate selection and service commencement

Start with the household role, duties, location and preferred timing. INAYA reviews availability and individual suitability, provides the written scope and quote, and confirms the selected candidate and start arrangements. Service starts after selection, required lawful authorisation and written confirmation.

✓ Review the individual profile against agreed duties and communication needs, rather than nationality-based assumptions.
✓ If another candidate is proposed, INAYA provides the revised profile and obtains customer consent.
✓ Material changes and agreed alternatives are explained in writing.
✓ Prepare a practical household handover with duties, safety instructions and key contacts.
✓ Availability and official approvals determine the agreed start; no same-day placement or fixed government approval time is promised.

Follow-up schedules and human support hours

INAYA coordinates follow-up according to the agreed service plan. The written plan records the contact person, review schedule and how household feedback or replacement concerns will be handled.

✓ Human support hours: Saturday–Thursday, 9 AM–9 PM; Friday closed.
✓ WhatsApp messages may be received outside office hours; this is not a 24/7 human helpline or a guaranteed response time.
✓ Office: +971 6 740 0128. WhatsApp: +971 50 203 6767. Email: info@inayadomestic.ae.
✓ Visit Grand Mall, ground floor, Al Rashidiya 3, Ajman, and coordinate the visit with the team.
✓ For a complaint, share the relevant agreement and concern, keep written communications and use the existing support and official escalation channels.

Official recruitment-fee refund rules

Article 6 of Cabinet Resolution No. (106) of 2022 sets the following recruitment-office obligations. They concern recruitment fees, not an automatic refund of every monthly package charge. Article 6 excludes directly recruited workers from the office refund obligation described here. In qualifying cases, the refund is due within two weeks of returning the worker to the recruitment office or reporting absence from work. The formula is (total recruitment cost ÷ employment-contract term in months) × remaining contract term in months. The full-refund exceptions below take precedence over that formula.

Official recruitment-fee refund rules
Statutory caseRecruitment-fee remedyConditions and records
Occupational competence and conduct concerns during probationFull recruitment-fee refund for a qualifying case during the first month of service; otherwise the remaining-term formula above applies.The concern must fall within Article 6 and occur during probation. Keep the contract, start date, dated examples, payment receipts and worker-return or absence-report record.
Worker terminates the contract or leaves workFull recruitment-fee refund for a qualifying case during the first month; otherwise the remaining-term formula applies.Article 10 exceptions protect lawful worker departure, including employer breaches and specified abuse. Establish the reason and dates; keep the contract, relevant correspondence and return or absence-report record.
Employer terminates because agreed recruitment conditions were not fulfilledFull recruitment-fee refund for a qualifying case during the first month; otherwise the remaining-term formula applies.Identify the unfulfilled condition in the preliminary agreement or recruitment-office contract. Keep that agreement, the termination record, service dates, receipts and return or absence-report record.
Worker is proved medically unfit during probationFull recruitment-fee refund plus reimbursement of government fees incurred by the employer.The medical-unfitness finding must be during probation. Keep the relevant finding, contract dates, recruitment and government-fee receipts and return or absence-report record.

Official requirements and further reading

Government guidance is separate from INAYA commercial terms. Use the current official text for the arrangement and circumstances; the original Arabic legislative text governs its interpretation.

Support channels and official escalation

Frequently asked questions

What is refunded before service starts?

The unused monthly service payment is returned before commencement. This concerns the managed service payment, not a separate recruitment contract.

How is a refund after commencement calculated?

Before service commencement, INAYA returns the unused monthly service payment. After commencement, the unused prepaid service period following effective cancellation is refunded on a clear pro-rata basis. The calculation identifies the prepaid amount, service period, effective cancellation date and unused period. For a day-based monthly billing period, the prepaid service amount is divided by the days in that paid period and multiplied by the unused service days following effective cancellation. The written calculation identifies all relevant dates.

Can visa, salary or setup costs be deducted again?

No undisclosed cancellation charge is imposed. Costs already included in the monthly package are not reintroduced as unexpected deductions. Worker wages and employment entitlements remain separate from the customer’s service refund.

Is ordinary paid rest or leave a refund event?

Normal paid rest and protected leave are not automatic cancellation or refund events. The agency’s employment obligations remain protected.

What replacement support is included?

The managed monthly agreement includes review and administration of eligible replacement requests. Eligibility is assessed against the agreed duties, applicable employment arrangement and relevant legal obligations. Matching coordination and follow-up follow the agreed service plan.

What if a suitable replacement is unavailable?

If a suitable replacement is unavailable, discuss available alternatives and effective cancellation; unused prepaid service is handled under the monthly refund terms.

When does the statutory two-week refund period start?

For the amounts covered by Article 6 of Cabinet Resolution No. (106) of 2022, the period starts when the worker is returned to the recruitment office or absence from work is reported. This is not a general INAYA support-response deadline.

Need help?

Share the agreement, relevant dates and concern so the applicable remedy can be reviewed.

Contact INAYA

How is an unused monthly service payment handled?

Before service commencement, INAYA returns the unused monthly service payment. After commencement, the unused prepaid service period following effective cancellation is refunded on a clear pro-rata basis. The calculation identifies the prepaid amount, service period, effective cancellation date and unused period.

Service Support Process