The Sandbox WorkSpaces Business Center (LLC) ("The Sandbox", "we", "us", or "our") aims to provide clear and transparent terms regarding payments, cancellations, deposits, and refunds for our business center and workspace services.

This Refund Policy applies to payments made for serviced offices, private offices, shared workspaces, hot desks, meeting rooms, conference rooms, and other workspace-related services, subject to the specific terms of any signed agreement or booking confirmation.

Where a separate written agreement contains specific refund or cancellation provisions, those provisions shall prevail for the relevant service. This policy should be read together with our Terms and Conditions.

1. General Refund Principles

Refund eligibility depends on:

  • The type of service purchased;
  • The applicable booking or agreement terms;
  • Whether the service has commenced or been used;
  • The timing of the cancellation request;
  • Any applicable cancellation or administrative charges;
  • Any damage, outstanding balance, or other amount due; and
  • Applicable UAE laws and regulations.

Submitting a refund request does not automatically guarantee approval.

2. Office and Workspace Agreements

Private offices, serviced offices, dedicated workspaces, shared workspace arrangements, and other recurring workspace services may be provided under a separate agreement.

The applicable agreement may specify:

  • Contract duration;
  • Notice period;
  • Minimum commitment;
  • Payment schedule;
  • Security deposit;
  • Early termination conditions;
  • Renewal conditions; and
  • Refund or adjustment provisions.

Where such an agreement exists, its terms shall govern cancellation and refund requests.

Amounts relating to periods during which workspace services have already been provided or made available are generally not refundable, subject to the terms of the applicable agreement and applicable law.

3. Meeting Room and Short-Term Bookings

Meeting rooms, conference rooms, hot desks, and other short-term bookings may be subject to cancellation deadlines communicated at the time of booking.

Where a booking is cancelled sufficiently in advance and before the service period begins, The Sandbox may provide:

  • A full refund;
  • A partial refund;
  • A credit toward a future booking; or
  • Another commercially reasonable solution,

depending on the applicable booking terms.

Where a cancellation is made close to the scheduled booking time, or where the customer fails to attend, The Sandbox may retain an appropriate cancellation or administrative amount where this has been disclosed as part of the booking terms.

4. Services Already Used or Commenced

Payments relating to services that have already been fully provided are generally non-refundable.

Where a service has partially commenced, any refund or credit will be assessed based on the portion of the service already provided, the costs incurred, and the applicable agreement.

The Sandbox will not charge customers for services that have not been agreed to or authorized, except where such charges are permitted under the applicable agreement or required to cover reasonable costs properly incurred.

5. Security Deposits

Where a security deposit is required, it is intended to secure the customer's obligations under the applicable workspace agreement.

Subject to the relevant agreement, the deposit may be applied against:

  • Outstanding fees;
  • Damage to the premises;
  • Damage to furniture or equipment;
  • Lost keys or access cards;
  • Excessive cleaning costs;
  • Unpaid additional services; or
  • Other amounts properly payable by the customer.

Any remaining refundable deposit balance will be returned after the customer's obligations have been completed and the relevant workspace has been inspected.

The timing and method of returning the deposit shall be subject to the applicable agreement and any necessary administrative or inspection procedures.

6. Cancellation by The Sandbox

If The Sandbox cancels a confirmed booking before the service begins for reasons within its control and cannot provide a reasonably comparable alternative, the customer may be entitled to a refund of the amount paid for the affected unused service, subject to the applicable agreement and law.

Where an alternative date, workspace, or reasonable replacement arrangement is mutually agreed, the payment may instead be transferred to the replacement service.

7. Service Interruptions

Temporary interruptions to building facilities, internet connectivity, utilities, access systems, meeting rooms, or other services do not automatically create a right to a refund.

Where a significant interruption materially prevents the customer from using a paid service, The Sandbox may, depending on the circumstances and applicable agreement, provide an appropriate remedy such as:

  • Service restoration;
  • Replacement access;
  • Service extension;
  • Credit;
  • Partial refund; or
  • Other reasonable commercial remedy.

Any remedy will take into account the nature and duration of the interruption and the services actually affected.

8. Non-Refundable Charges

The following may generally be non-refundable where they have already been incurred, provided that such treatment is disclosed and permitted under the applicable agreement and law:

  • Services already provided;
  • Booking or administrative charges;
  • Additional services specifically requested by the customer and already completed;
  • Costs incurred specifically on behalf of the customer;
  • Damage or replacement charges;
  • Access-card or key replacement charges; and
  • Other third-party charges that cannot reasonably be recovered.

Nothing in this section limits any mandatory refund or consumer rights applicable under UAE law.

9. Promotional Offers

Promotional pricing, discounts, special offers, introductory rates, or bundled services may be subject to specific cancellation and refund conditions.

Where a promotional offer contains separate refund conditions, those conditions will be communicated before purchase or acceptance.

Promotional discounts may not be transferable or refundable as separate cash amounts unless expressly stated otherwise.

10. Overpayments

Where a customer has made an accidental or duplicate payment, The Sandbox will review the payment and, where appropriate, refund the verified excess amount after confirming the transaction.

Any refund will normally be made using the original payment method where reasonably practicable.

11. Refund Requests

Customers requesting a refund should contact The Sandbox as soon as reasonably possible.

Refund requests should include:

  • Customer name;
  • Company name, where applicable;
  • Booking or agreement reference;
  • Date of payment;
  • Amount paid;
  • Reason for the refund request; and
  • Supporting documents, where applicable.

Refund requests may be submitted by email to info@thesandboxcenter.ae.

12. Refund Processing

Approved refunds will normally be processed within a reasonable period after approval.

The time taken for the refunded amount to appear in the customer's account may depend on the payment method, bank, card issuer, payment processor, or other financial institution.

The Sandbox shall not be responsible for delays caused solely by banks, card providers, payment gateways, or other third-party payment processors.

13. Refunds to Third Parties

Where a payment has been made by a company, organization, or third party on behalf of a customer, any approved refund may be returned to the original payment source unless otherwise agreed in writing.

The Sandbox may request documentation confirming the identity or authority of the person requesting a refund.

14. Outstanding Amounts

A customer is not entitled to a refund of an amount that is otherwise required to settle valid outstanding obligations.

Where a customer has unpaid fees, damages, additional service charges, or other amounts properly due, The Sandbox may set off or deduct such amounts from a refundable balance to the extent permitted by the applicable agreement and law.

15. Fraudulent or Unauthorized Transactions

Where a payment is suspected to involve fraud, unauthorized use, or other unlawful activity, The Sandbox may suspend processing of a refund until the transaction has been verified.

The Sandbox may cooperate with payment providers, banks, law-enforcement authorities, or other relevant parties where required.

16. No Waiver of Legal Rights

Nothing in this Refund Policy is intended to remove, restrict, or exclude any rights or remedies that cannot lawfully be excluded under applicable UAE law.

Where applicable consumer-protection requirements provide a customer with rights that differ from this policy, the mandatory legal requirements shall prevail.

17. Policy Changes

The Sandbox may update this Refund Policy from time to time.

The latest version will be published on this website with the applicable revision date.

Any changes will generally apply to future bookings and transactions unless otherwise required by law.

18. Contact Information

The Sandbox Workspaces Business Center (LLC)