What to do when a wedding supplier fails to deliver

Act on four fronts at once: the supplier, your bank, the consumer office and your insurer. Bank deadlines are short and do not wait for the supplier to reply.

What are you entitled to?

The consumer law requires a provider to guarantee its service. If it fails, the regulations let you choose:¹

• a full refund if the service was not carried out
• a partial refund for the part you did not receive
• the service carried out again, correctly and as contracted

The law itself says the provider “shall return the amount paid by the consumer or a part thereof, or correctly re-provide the service”.²

Step 1. Write to the supplier

Send a dated message that sets out the contract, what you paid, what went wrong and which of the three remedies you want, with a deadline. Emirates NBD asks customers to contact the merchant first, with proof of payment, before reporting a service that did not arrive.³

Under the Civil Transactions Law, in a contract where both sides owe something, either side may hold back its own performance if the other fails to perform.⁴ Ask a lawyer before you hold back a payment, and say so in writing if you do.

Keep the message factual:

• the contract date and what it covered
• each amount you paid, the date and how
• what was not delivered, with dates
• the remedy you choose and the date you need an answer by
• that you will complain to the consumer office if there is no answer

Step 2. Protect your card payments

Work out the last day to dispute each payment. Emirates NBD gives 30 days from the service delivery date for a service complaint. Mashreq gives 60 days from the transaction date.³⁵ See disputing a card payment.

Step 3. Complain to the consumer office

File with the office of the emirate that licensed the supplier. Consumer Rights Dubai handles businesses licensed by DET, including “poor or incomplete services” and “refund, return or exchange issues”, and needs an invoice, contract or receipt.⁶ See how to complain about a wedding supplier.

Consumer Rights Dubai says it usually resolves complaints within five working days, by settlement between you and the business.⁶ If the supplier does not settle, the office’s process moves to further action, and you keep your other routes open in the meantime.

Step 4. Claim on your wedding insurance

ADNIC’s wedding page says Mabrouk pays “if your caterer, band, or florist can’t carry out their contract”.⁷ Tell your insurer as soon as you know, and ask what it needs before you book a replacement.

What if the supplier has closed down?

Your rights under the contract remain, but collecting may be harder. Under the Civil Transactions Law, if a contract is rescinded both sides are restored to their earlier position, and if that is impossible compensation is awarded.⁴ The card dispute and an insurance claim do not depend on the supplier answering.

Should you book a replacement?

If the date is close, yes, and keep the new contract and invoice. The regulations let you ask the original supplier to re-perform the service, but you can also choose a refund instead.¹ Keep the replacement invoice for any insurance claim.

What if the failure is nobody’s fault?

If force majeure makes the service impossible, the contract is rescinded automatically and your obligation to pay for that service ends with it.⁴ Ask for the money you paid back in writing, citing that rule.

Write to the supplier today, note your bank deadline, and send the same evidence to the consumer office and your insurer.