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Frequently asked questions
Cancel Ekm: The Right Way to Protect Your Data
How to cancel your EKM account and protect your business data in the UAE
What EKM is and why cancellation matters
EKM is a subscription-based e-commerce platform designed to help retailers build and manage online stores without managing their own server infrastructure. The service handles site design, product cataloguing, order management, and payment processing through a single dashboard. If you've signed up for a trial or paid plan and now want to exit, you're in a common position. Many merchants find the platform no longer aligns with their business needs, and Yafee understands that cancellation requires both legal clarity and practical preparation. This guide walks you through every step to cancel safely, recover your data, and claim any refund you're entitled to under UAE consumer law.
Who uses EKM and typical use cases
EKM appeals to small and medium-sized online retailers who want a managed solution without technical overhead. You get dedicated customer support, built-in payment gateways, and pre-designed store templates that launch quickly. However, if you've outgrown the feature set, migrated to a different platform like Shopify or WooCommerce, or need to reduce operational costs, cancellation is your next logical step.
Common reasons to cancel EKM
Merchants cancel EKM for several reasons: high monthly fees relative to sales volume, limited customization compared to competitors, scaling requirements that demand more flexibility, or simply discovering a platform better suited to your business model. Your reason is valid, and your consumer rights remain the same regardless of circumstance. At Yafee, we've supported thousands of business owners through cancellations, and we're here to ensure you understand every protection available to you.
Your consumer rights under UAE law
Before you contact EKM, you must understand the legal framework that protects you as a consumer in the United Arab Emirates.
UAE consumer protection legislation and your cancellation rights
The UAE Federal Law No. 24 of 2006 (Consumer Protection Law) governs all consumer transactions, including subscription services and digital goods. Under this framework, you have the right to cancel a service contract within 14 calendar days of purchase if the contract was concluded at a distance (by phone, email, or online) without visiting EKM's physical office. This is your statutory cooling-off period, and EKM cannot charge you a penalty for exercising it. The law is enforced by the Federal Authority for Consumer Protection (FACP), which investigates complaints and can compel traders to refund or comply with cancellation requests.
Your legal position: If you purchased your EKM subscription online or by telephone and are cancelling within 14 days of the contract date, you are entitled to a full refund with no questions asked. EKM must process this within 14 days of receiving your cancellation notice. After the 14-day period, you can still cancel, but EKM may withhold charges for services you've actually used, calculated on a pro-rata basis.
Refund entitlements and pro-rata calculations
If your subscription renews automatically (as most do) and you cancel after the cooling-off period, you're entitled to a refund of unused charges from your next renewal date onward. For example, if you paid AED 500 for a monthly plan on the first of the month and cancel on the 20th, EKM must refund you a pro-rata amount covering the unused 10 days. This calculation is mandatory under UAE law and applies whether your plan is monthly, quarterly, or annual.
EKM pricing structure and calculating your refund
Understanding your current plan and charges is essential before you contact EKM support, as it enables you to verify any refund calculation and dispute errors immediately.
EKM's published pricing and currency considerations
EKM publishes pricing in British pounds (GBP) on its website and does not display UAE dirham (AED) equivalents on its public pages. This means you'll see Standard, Advanced, and Pro monthly plans listed in GBP, and you'll need to convert at your bank's prevailing exchange rate to understand your true AED charge. When you contact EKM support from the UAE, request an itemized invoice in both GBP and AED to avoid disputes over currency conversion rates. Annual plans, design services, and custom builds are separate charges and typically fall outside standard refund guarantees.
How to identify your current plan and billing details
Log into your EKM Dashboard and navigate to Account Settings or Billing. You'll see your active plan name, renewal date, payment method, and any extra services or add-ons. Screenshot or write down this information before you contact support. Include the plan tier (Standard, Advanced, or Pro), the monthly or annual cost in GBP, your next renewal date, and the total amount charged since you signed up. This documentation is crucial when you request a refund calculation and protects you if EKM disputes your claim later.
| Plan type | Billing cycle | Refund eligibility under UAE law |
|---|---|---|
| Standard / Advanced / Pro (monthly) | Monthly | Full refund within 14 days; pro-rata thereafter |
| Annual plans | Yearly | Pro-rata only from cancellation date forward |
| Design or custom build services | One-time or per-project | Not refundable once work is completed |
| Extra add-ons and integrations | Monthly | Pro-rata if cancelled with main account |
Essential preparation before cancellation
Rushing to cancel without exporting your data is a critical mistake that costs merchants access to years of customer records, product information, and order history. Invest 30 minutes now to safeguard what matters.
Export your product catalogue and inventory
Once your account closes, you lose all access to the EKM Dashboard and stored data. EKM provides an Import/Export tool within your account settings that allows you to download your products in a portable format.
- Log into your EKM account and navigate to the main Dashboard.
- Locate Settings, Tools, or Administration in the top menu.
- Select Import/Export or Data Export.
- Choose the products and categories you want to download.
- Select all products or filter by category, status, or date.
- Confirm that images and descriptions are included in the export.
- Download the export file (usually CSV or XML format) to your computer.
- Save it with today's date in the filename (e.g., EKM-products-2025-01-15.csv).
- Store it in at least two locations (your computer and cloud storage like Google Drive or OneDrive).
Back up your customer data and order history
Your customer list and order records are valuable assets. EKM typically allows you to export customer data and past orders through the same tools.
- Return to the Tools or Settings section in your Dashboard.
- Look for Customer Export or Orders/Transactions Export.
- Select all customers or filter by signup date or purchase history.
- Ensure email addresses, names, and purchase history are included.
- Download these files separately from your product export.
- Store them securely; this data is sensitive and valuable for migrating to your next platform.
Document your custom settings and store configuration
Take screenshots of your store layout, email templates, payment gateway settings, and any custom configurations. This information helps you rebuild on a new platform faster and ensures you don't lose brand-specific settings.
How to cancel your EKM subscription
EKM requires you to cancel through their customer support team; there is no automated self-service cancellation option in your account dashboard.
Contact EKM customer support by phone
EKM's customer support team handles cancellations directly. Call their helpline at 0333 004 0333 between 9:00 am and 5:30 pm, Monday to Friday, UAE time. Have your account details ready before you call, including your shop PIN, username, and the email address linked to your account. Be clear and direct: "I want to cancel my EKM subscription effective immediately" or "I want to cancel within the 14-day cooling-off period." Request written confirmation of your cancellation request via email immediately after the call.
Provide your account verification details
The support team will ask for your shop PIN and username to locate and verify your account. These details appear in your welcome email or within your Dashboard under Account Settings. Keep this information available throughout the call to avoid delays or misidentification.
Request written cancellation confirmation
After you've spoken to the support team, send a follow-up email to their support inbox stating your cancellation request in writing. Include your full name, account email, shop PIN, username, the date you're requesting cancellation to take effect, and your request for a pro-rata refund calculation if you're outside the 14-day window. This creates a paper trail and protects you if the support team later disputes whether you cancelled.
Verify cancellation and refund status within 21 days
Under UAE Consumer Protection Law, EKM must process your cancellation within 21 days of receiving your request. Follow up with support if you haven't received written confirmation within 7 days. Request a specific date by which the account will be suspended, access will be removed, and your refund will be processed. This transparency ensures accountability on both sides.
Refund calculations and recovery
Your refund depends on when you cancel relative to your billing cycle and whether you're within the 14-day cooling-off period.
Within 14 days: full refund entitlement
If you cancel within 14 calendar days of the original purchase date, you're entitled to a full refund of all charges, with no deductions. EKM must process this within 14 days of receiving your cancellation request. The refund goes back to your original payment method (credit card, bank transfer, or PayPal). Check your bank statement 7 to 14 days after the cancellation date; if the refund doesn't appear, contact your bank to confirm they've received the reversal.
After 14 days: pro-rata refund calculation
If you cancel after the 14-day period, you're entitled to a pro-rata refund of unused charges from your cancellation date forward. For example, if your next billing date is 30 days away and you cancel today, you're due a refund covering those 30 unused days. EKM calculates this as (daily rate × unused days). Request the detailed calculation in writing before accepting the refund offer.
Follow up on pending refunds
If EKM has not refunded you within 21 days of your cancellation request, escalate your complaint to the Federal Authority for Consumer Protection (FACP). File a formal complaint at facp.gov.ae or call their hotline. Provide copies of your cancellation request email, the support team's confirmation (if you received it), and proof of your original payment. The FACP can compel EKM to refund you, plus penalties for non-compliance.
What happens to your account and data after cancellation
Understanding the post-cancellation timeline protects you from unexpected access issues and ensures your data remains secure.
Account suspension and access removal
After you cancel, EKM typically suspends your account within 5 to 7 business days. Your store will go offline and customers will see an error page. Your Dashboard login will stop working. This is why exporting your data before cancelling is non-negotiable; you cannot retrieve files once the account is suspended.
Data retention and storage policies
EKM's data retention policy typically keeps account data on their servers for 90 days after cancellation, then deletes it permanently. Request clarification from support on whether they will retain any data after this period. If you need customer data or transaction records for legal or tax purposes, request these exports explicitly before the account closes.
DNS and domain considerations
If you've connected a custom domain to your EKM store, update your domain's DNS settings to point away from EKM before you cancel. This prevents your domain from showing an error page. If you've registered your domain through EKM, request transfer of the domain to your registrar or a new provider before cancellation. Do this at least 5 days before your cancellation takes effect.
Common cancellation mistakes and how to avoid them
Cancellation regrets are rare once you've prepared properly, but preventable errors can cost you time and money. Learn from the experiences of other merchants.
Cancelling without exporting data first
The single most costly mistake is deleting your account without downloading your products, customers, and orders. Once the account is gone, EKM cannot recover this data. Always export everything to CSV or XML format and store it in at least two locations before you even call support.
Missing the 14-day cooling-off deadline
After 14 days, you forfeit your right to a full refund and can only claim pro-rata refunds. Mark your calendar when you sign up. If you're unhappy after day 7, cancel immediately rather than waiting and losing the statutory protection. Yafee recommends treating the 14-day window as your cancellation deadline if you want maximum refund protection.
Failing to get written confirmation
Verbal cancellation requests over the phone are difficult to prove later. Always follow up with a written email to support stating your cancellation request, and save their replies. This documentation is essential if you need to escalate to the FACP.
Not following up on refunds
Don't assume your refund was processed. Check your bank statement 10 to 14 days after cancellation. If it hasn't appeared, contact EKM support immediately and ask for a refund reference number and expected payment date. Persistence prevents refund delays from turning into permanent losses.
Comparison with other e-commerce platforms
If you're cancelling EKM to move to another platform, understand the key differences in cost, features, and cancellation policies before you commit.
| Platform | Entry cost (monthly) | Cancellation terms | Best for |
|---|---|---|---|
| EKM | GBP 20-50 (approx. AED 90-230) | 14-day full refund; pro-rata after | UK and EU retailers |
| Shopify | USD 29-99 (approx. AED 105-365) | Cancel anytime; no penalty after trial | Global merchants; scalability |
| WooCommerce | USD 0 + hosting (approx. AED 50-150/month) | Complete control; no vendor lock-in | Tech-savvy retailers; customization |
| Square Online | USD 0-29 (approx. AED 0-105) | Cancel anytime; straightforward | Small businesses; payment integration |
| BigCommerce | USD 29-299 (approx. AED 105-1095) | Month-to-month; cancel anytime | Enterprise retailers; features |
Post-cancellation checklist
Use this checklist to ensure you've completed every step and protected yourself after your EKM account closes.
- Exported all products and product images in CSV or XML format.
- Stored in at least two locations (local drive and cloud storage).
- Backed up all customer data and order history.
- Saved separately from product exports.
- Screenshotted custom store configurations, email templates, and settings.
- Noted any integrations or third-party apps you were using.
- Called EKM support on 0333 004 0333 and stated your cancellation request clearly.
- Noted the support representative's name and call date.
- Sent a follow-up email to EKM support confirming your cancellation request in writing.
- Included your account email, shop PIN, and requested cancellation date.
- Received written confirmation from EKM that your cancellation has been processed.
- Saved this email; it's your proof of cancellation.
- Updated your custom domain's DNS settings to point away from EKM (if applicable).
- Tested that your domain no longer shows an error page.
- Checked your bank statement 10 to 14 days after cancellation for your refund.
- Contacted support if the refund hasn't appeared by day 14.
- If refund was refused, filed a complaint with the Federal Authority for Consumer Protection at facp.gov.ae.
- Included copies of all cancellation correspondence and bank statements.
- Migrated your customer list and product data to your new e-commerce platform.
- Tested that all products and customer records imported correctly.
How yafee can help you cancel with confidence
Cancelling a subscription should not require a law degree or months of frustration. Yafee specializes in helping business owners understand their consumer rights and execute cancellations that actually result in refunds and clean account closures. Our team at Yafee has helped thousands of consumers cancel subscriptions to software, SaaS, and e-commerce platforms across the UAE, UK, and EU. We provide step-by-step guidance grounded in real consumer law, not generic advice.
At Yafee, we understand the specific challenges of cancelling EKM: EKM's phone-only cancellation process, the need to export data before the account closes, the currency conversion confusion between GBP and AED, and the critical importance of following the 14-day cooling-off deadline. Whether you're within your refund window or negotiating pro-rata charges, Yafee offers clarity, templates, and escalation support if EKM refuses to comply with UAE consumer protection law.
Visit yafee.com today to access cancellation templates, refund calculation tools, and direct escalation support for EKM and hundreds of other subscription services. Yafee is your partner in taking back control of your accounts and your money.
Summary and next steps
Cancelling EKM is straightforward once you follow the legal framework and prepare your data. You have the right to cancel within 14 days with a full refund under UAE Federal Law No. 24 of 2006. After 14 days, you can still cancel but are entitled only to pro-rata refunds of unused charges. Export all your data before you contact support, call 0333 004 0333, and follow up with a written cancellation request via email. Track your refund within 21 days, and escalate to the Federal Authority for Consumer Protection if EKM refuses to refund you.
Your business is unique, and so is your reason for leaving EKM. Whatever prompted your decision, you have legal protections and practical tools to exit cleanly and recover what's yours. Yafee is here to ensure you exercise those rights fully. Start your cancellation today with confidence, knowing that the law is on your side and help is available at yafee.com.