Refund Policy
Rotspit buys gifts from retailers and is the seller of record to you. This policy explains when money is refunded or never taken. It applies in addition to your rights under UAE consumer protection law.
1. Pledges that are never charged
A pledge is a card hold, not a payment. You are never charged when:
- the gift is not fully pledged before a hold expires (the hold simply lapses);
- your pledge is released because you cancelled, the grace period ended, the owner's deadline passed, the gift was cancelled or removed, or your authorisation reached its end date.
A released hold disappears from your statement when your bank processes the release, usually within a few days.
2. Cancelling a pledge
You can cancel your pledge in the app at any time until the gift is fully pledged. After that point the pledge can only be released under the securing rules in the Terms.
3. Charged gifts we cannot deliver
If we have charged pledges but cannot complete the purchase or delivery (for example the item is out of stock, discontinued, the variant is unavailable, the retailer cancels the order, or the parcel is lost), every contributor receives a full refund, including the service fee.
4. Price changes
- Price drop before charging: we charge only what is needed. Each pledge is charged proportionally less and the rest of the hold is released.
- Price rise before charging: we do not charge. The gift reopens so contributors can top up, and existing holds are kept or renewed under your authorisation.
- Price drop after purchase: no adjustment is made.
5. Returns
Gift recipients can request a return in the app within the retailer's return window. Items must meet the retailer's return conditions (unused, original packaging, not an excluded category). Once the retailer accepts the return and refunds us, we refund contributors in proportion to what each paid.
6. Service fee
- Refunded in full when Rotspit, the retailer or the carrier is at fault (section 3).
- Voluntary returns: OWNER-ACTION: decide whether the service fee is refunded on a voluntary return.
- Nothing is charged, so no fee applies, for pledges that were never charged (section 1).
7. Refund timelines
We start refunds within 2 business days of the decision. Card networks usually take 5 to 10 business days to show the refund on your statement. Refunds always go back to the card that was charged.
8. Problems and disputes
Please contact us before disputing a charge with your bank so we can resolve it quickly: OWNER-ACTION: support email. You may also contact the UAE consumer protection authorities.