The AED 49 you pay today is a reservation, not a purchase you cannot get back. This page lists every situation in which the money returns to you, what we need from you, and how long it takes. It forms part of the terms of service.
A one-off reservation payment. It holds your place in the founding cohort for the city you nominate and locks your price at AED 49 per month.
It is not a deposit we keep and it is not a subscription. It is held as a credit on your record and applied in full against your first month when you activate.
Ask within 14 days of paying and we refund the AED 49 in full, for any reason or none, with no questions and no retention offer.
Email hello@hileila.com from the address you signed up with, or reply to your receipt.
If Leila has not opened in the city you nominated within 12 months of your payment, we refund the AED 49 in full and automatically. You do not need to ask, and we email you when it is done.
This is the promise that makes the reservation safe to take: the outside date is already fixed, and it is ours to meet, not yours to chase.
When we invite you to activate you have 30 days to accept. If you decide not to go ahead, tell us and we refund the AED 49 in full.
If we do not hear from you within 30 days we hold the credit for a further 6 months in case you come back, and refund it after that if we still have not heard.
Cancel at any time. The subscription stops at the end of the month or year you have paid for and we do not refund part-periods, except as set out below.
If you cancel during your first month we refund that month in full, including the AED 49 credit applied to it.
On an annual plan cancelled mid-term, we refund the unused whole months at the rate you actually paid.
If Leila is unavailable for more than 72 consecutive hours in a billing period through our fault, we credit that period in full. You do not need to ask; we reconcile it and tell you.
Outages caused by a school, an email provider or another third party changing or failing are not covered by this clause, though we will always tell you what happened.
If we end the agreement on notice, we refund any unused paid period in full. If we end it immediately for a serious breach of the acceptable-use clause, we do not.
Any duplicate, incorrect or unauthorised charge is refunded in full as soon as we confirm it, normally within two business days. Tell us and we will look at the Stripe record with you.
Email hello@hileila.com with the name and email on the payment. We acknowledge within one business day and either approve it or explain why not within five.
Approved refunds go back to the original payment method. Stripe releases them immediately; your bank typically takes 5 to 10 business days to show it, and that part is outside our control.
Refunds are made in AED. If your card is in another currency, your bank’s exchange rate on the day of the refund applies, so the amount you see may differ slightly from what you paid. We cannot make up that difference.
Reply and ask for a review, and a second person will look at it independently. We would much rather resolve it with you than have you raise a chargeback: a chargeback costs us a fee, takes months, and tells us nothing we could have fixed.
Raising one does not affect your statutory rights, and neither does anything on this page.
If you are a consumer in the United Arab Emirates you have rights under Federal Law No. 15 of 2020 on Consumer Protection. This policy is in addition to those rights and does not replace or reduce them.
hello@hileila.com for a refund, legal@hileila.com for a dispute, or write to us at Office A, Innovation Business Center, RAK BANK ROC Office, Ground Floor, Al Rifaa, Sheikh Mohammed Bin Zayed Road, Ras Al Khaimah, United Arab Emirates.