1. Digital Credit Purchases
Name the Baby sells digital credit packs that are consumed within the platform. As our credits are a digital good that is immediately delivered upon purchase, all credit purchases are generally non-refundable once the transaction has been completed and credits have been added to your wallet.
This policy is consistent with UAE Consumer Protection Law (Federal Law No. 15 of 2020) provisions applicable to digital goods and services.
2. When We Will Issue a Refund
We will issue a full refund in the following circumstances:
- ✓Technical failure: You were charged but credits were not added to your wallet after a completed payment.
- ✓Duplicate charge: Your card was charged more than once for the same transaction.
- ✓Unauthorised charge: A payment was made without your authorisation (please also contact your bank immediately).
- ✓Service unavailability: The Service was unavailable for more than 72 consecutive hours during your active credit period.
3. When We Will Not Issue a Refund
- ✗Credits that have already been used (consumed by actions in the app).
- ✗Change of mind after a purchase where credits have been delivered.
- ✗Account termination due to violation of our Terms of Service.
- ✗Unused credits remaining after voluntary account deletion.
4. How to Request a Refund
To request a refund, email us at support@namethebaby.app within 14 days of your purchase with:
- ▸Your registered email address
- ▸The date of purchase and amount paid
- ▸A description of the issue
We aim to respond within 3 business days. Approved refunds are processed within 5–10 business days depending on your bank or card issuer.
5. Chargebacks
If you initiate a chargeback with your bank without first contacting us, we may suspend your account pending investigation. We encourage you to reach out to us directly — most issues are resolved quickly and without the need for a formal dispute.
6. Contact Us
For refund requests or billing queries: support@namethebaby.app