Cancellation & Refund Policy سياسة الإرجاع والاسترداد

1 Scope of This Policy

This Policy applies to cancellations and refund requests relating to services provided or arranged by TAFEEL, including company formation, licence issuance or renewal, visa and residency procedures, PRO services, government transactions, banking assistance, free zone procedures, attestations, translations, insurance arrangements, and other services agreed with the client.

A request to cancel a service does not automatically mean that all amounts previously paid are refundable.

When reviewing a cancellation request, TAFEEL will consider the work already performed, procedures already commenced, professional fees that have become due, amounts already paid or committed to government authorities or third parties, and any unused and unearned balance that remains with TAFEEL.

Where a quotation, service agreement, proposal, or other written document contains specific cancellation or refund terms for a particular service, those specific written terms will apply to that service to the extent that they differ from this general Policy, subject always to applicable UAE law.

2 Professional Fees and External Fees

For the purpose of this Policy, amounts paid by a client may include different types of fees and costs.

TAFEEL professional fees relate to the services, work, preparation, coordination, processing, administration, follow-up, consultation, and other activities undertaken by TAFEEL within the agreed scope of work.

External fees and costs may include amounts payable to government authorities, free zones, banks, regulatory authorities, immigration authorities, insurers, translation providers, attestation providers, couriers, business centres, professional advisers, or other independent third-party service providers.

Unless the relevant quotation expressly states otherwise, TAFEEL professional fees are separate from external fees and costs.

The fact that an amount is initially collected by TAFEEL does not necessarily mean that the amount forms part of TAFEEL's professional fees. TAFEEL may collect amounts from the client for the purpose of paying them onward to an authority or third party as part of the agreed transaction.

3 Cancellation Before or During Performance of a Service

A client may request cancellation of an agreed service by contacting TAFEEL through an approved communication channel.

The financial effect of the cancellation will depend on the actual stage of the service at the time the cancellation request is received and acknowledged.

If work has already commenced, TAFEEL may have performed administrative, professional, preparatory, advisory, coordination, application, document-review, submission, follow-up, compliance, or other work even if the final licence, visa, approval, account, document, or other outcome has not yet been issued.

Accordingly, a service will not be treated as completely unperformed merely because the final result has not yet been obtained.

Professional fees that have become due for work, stages, procedures, or services already performed or commenced within the agreed scope are not refundable simply because the client later decides to discontinue the service.

4 How a Refund Is Calculated

Where a cancellation results in a refundable balance, the refundable amount will be determined by reference to the actual circumstances of the transaction.

TAFEEL may take into account:

• the work already completed;
• stages of work already commenced;
• professional fees that have become due;
• documents prepared or reviewed;
• applications prepared or submitted;
• government or free zone procedures already initiated;
• appointments, bookings, translations, attestations, insurance arrangements, or third-party services already ordered;
• government and third-party fees already paid;
• amounts already irrevocably committed;
• actual costs reasonably incurred in providing the agreed service; and
• the unused and unearned balance, if any, that remains with TAFEEL.

Any refund is therefore limited to the portion of the client's funds that remains unused and unearned after the applicable professional fees, external charges, and actual costs have been taken into account.

If no refundable balance remains after these amounts have been applied, no refund will be due solely as a result of the client's cancellation request.

5 Government, Free Zone and Regulatory Fees

Fees payable to government departments, free zones, immigration authorities, licensing authorities, regulatory bodies, and other competent authorities are controlled by those authorities and are subject to their own rules and procedures.

Once TAFEEL has paid an amount to an authority on behalf of the client, TAFEEL does not control whether that authority will allow the amount to be refunded, transferred, credited, or reused for another application.

For this reason, TAFEEL is not required to refund government, free zone, immigration, regulatory, or similar external fees from its own funds where the relevant authority has not returned those amounts.

This also applies where the authority subsequently rejects an application, changes a requirement, requests additional documents, changes its fees, or takes another decision within its lawful powers.

Where an authority actually returns an amount to TAFEEL, the amount received will be dealt with in accordance with the authority's terms, the circumstances of the transaction, any amounts properly due, and the respective rights of TAFEEL and the client.

6 Banking and Financial Institution Fees

Where banking assistance forms part of the agreed service, the client acknowledges that banks and financial institutions operate independently from TAFEEL.

Any bank fee, onboarding charge, compliance cost, minimum balance requirement, account-related charge, or other amount imposed by a bank or financial institution is subject to that institution's own policies.

TAFEEL does not control bank account approval, rejection, compliance review, KYC requirements, processing times, or refund decisions.

A bank's refusal to open an account, request for further documents, compliance decision, or delay does not automatically create a right to a refund of work already performed by TAFEEL or costs already incurred in providing the agreed banking assistance.

Any amount already paid to or irrevocably committed to a bank or financial institution will only be refundable to the extent that the relevant institution actually returns that amount.

7 Other Third-Party Charges

Certain services may require TAFEEL to arrange or coordinate services provided by independent third parties.

These may include translators, attestation providers, insurers, couriers, business centres, medical service providers, professional advisers, document-processing providers, or other service providers relevant to the transaction.

Once a third-party service has been ordered, performed, booked, paid, or otherwise committed, the related cost may no longer be recoverable.

TAFEEL is therefore not responsible for refunding a third-party charge from its own funds where that charge has already been incurred or where the relevant provider does not agree to return it.

If a third-party provider later refunds an amount, TAFEEL will deal with the amount actually recovered in accordance with that provider's terms, the relevant transaction circumstances, and any amounts properly due in connection with the service.

8 Rejection, Delay or Additional Requirements

A refusal, rejection, delay, request for additional documents, change in requirements, policy change, system issue, or other decision made by a government authority, free zone, bank, regulator, or independent third party does not automatically entitle the client to a full refund.

TAFEEL's obligation is to perform the services expressly included in the agreed scope with reasonable professional care.

Final decisions relating to licences, activities, trade names, visas, residency, immigration, banking, security approvals, registrations, quotas, regulatory approvals, and other external matters remain with the competent authority or relevant third party.

Where TAFEEL has already performed agreed work, prepared or submitted an application, arranged a procedure, or incurred external costs before an external rejection, delay, or change occurs, the corresponding professional fees and costs remain subject to this Policy and the relevant service agreement.

9 Client-Caused Delay or Failure to Provide Requirements

The client is responsible for providing accurate, complete, current, and authentic information and documents and for completing any actions required for the service.

Where a transaction is delayed, interrupted, rejected, suspended, or becomes more expensive because the client fails to provide a required document, signature, approval, payment, attendance, medical examination, biometric procedure, or other requirement within the necessary timeframe, any resulting additional fee or cost may be payable by the client.

If a licence reservation, approval, document, application, booking, or other procedure expires because of a delay attributable to the client, any re-application, renewal, replacement, penalty, government charge, or third-party cost may be charged separately.

Cancellation following a client-caused delay does not make amounts already earned, paid, incurred, or committed automatically refundable.

10 Changes Requested by the Client

A client may request changes to an agreed service after the transaction has started.

Such changes may relate to the business activity, company structure, shareholders, ownership, visa requirements, licence jurisdiction, trade name, office arrangement, banking requirements, or another aspect of the service.

Whether a requested change can be implemented will depend on the stage reached and the rules of the competent authority or relevant provider.

A change requested after work has commenced may require new documents, revised applications, cancellation and re-submission, additional professional work, or additional government or third-party fees.

TAFEEL is not responsible for amounts already paid or committed that cannot be transferred, credited, reused, or refunded because the client changes the original request.

Where a material change creates additional professional work, TAFEEL will normally inform the client of the additional charge or obtain appropriate approval before carrying out that additional work.

11 Payments Already Committed to External Parties

Certain fees may become non-cancellable before the external party has physically completed the relevant service.

For example, a government transaction, insurance policy, translation request, attestation service, courier service, application fee, reservation, or other third-party procedure may become financially committed once an order, submission, booking, or instruction has been accepted.

Where an amount has become finally or irrevocably committed to an external party, it will be treated in the same way as an amount already paid for the purposes of determining any refundable balance.

TAFEEL is not required to finance or reimburse such external commitments from its own funds where the external party does not release or refund the amount.

12 Where TAFEEL Is Unable to Continue

There may be circumstances where TAFEEL cannot continue a service because of legal, regulatory, compliance, KYC, sanctions, government, banking, or other requirements.

Where TAFEEL is legally or regulatorily required to suspend, decline, or discontinue a procedure, such action will not by itself constitute a failure by TAFEEL to perform the service.

Any refund in such circumstances will be determined by considering the work already performed, professional fees due, external amounts paid or committed, and any refundable balance actually remaining.

Where the inability to continue is instead caused by a proven failure by TAFEEL to perform an agreed service, the client's rights will be determined in accordance with the applicable service agreement and the mandatory laws of the United Arab Emirates.

13 TAFEEL's Own Failure to Perform an Agreed Service

Nothing in this Policy is intended to exclude, reduce, or avoid any mandatory right that a client may have under applicable UAE law where TAFEEL has failed to provide an agreed service or has materially failed to perform its contractual obligations.

The rules concerning non-refundable professional fees, external charges, cancellation, and deductions are not intended to protect TAFEEL from responsibility for its own proven material breach where applicable law provides the client with a mandatory remedy.

Any such case will be reviewed according to the agreed scope of work, the circumstances of the transaction, the work actually performed, the applicable contract documents, and the laws of the United Arab Emirates.

14 Refunds Received After the Client's Cancellation

In some cases, a government authority or third-party provider may initially treat an amount as non-refundable but later return part or all of that amount.

If TAFEEL receives such an amount after a client's transaction has already been cancelled, the amount actually received will be reviewed in accordance with the external party's terms, the circumstances of the transaction, any outstanding amounts properly due to TAFEEL, and the rights of the client.

TAFEEL will not be required to refund an amount before it has actually been recovered from the relevant external party where the original amount was paid or committed to that party.

15 Requesting a Cancellation or Refund Review

A client who wishes to cancel a service or request a review of a potentially refundable balance should contact TAFEEL through an official communication channel and provide sufficient information to identify the relevant transaction.

TAFEEL may request the client's name, company name, quotation or invoice details, transaction reference, payment information, reason for cancellation, and any other information reasonably required to review the request.

Submitting a cancellation or refund request does not itself confirm that a refund is due.

TAFEEL will first review the transaction, the agreed scope, work already completed or commenced, external payments and commitments, professional fees that have become due, and the balance of funds remaining.

Once the review has been completed, TAFEEL may communicate the outcome and any refundable amount, if applicable, to the client.

16 Refund Method and Processing

Where a refund is confirmed as payable, TAFEEL may return the approved amount using a reasonable payment method.

Where reasonably practicable, a refund may be made to the original payment source or through another method reasonably agreed between TAFEEL and the client.

Bank processing periods, card processing periods, international transfer delays, currency conversion procedures, payment gateway procedures, compliance checks, and similar banking matters are outside TAFEEL's direct control.

The amount received by the client may also be affected by charges independently imposed by the client's bank, intermediary bank, payment processor, or currency conversion provider.

Unless otherwise agreed in writing, TAFEEL is not responsible for such independently imposed banking or payment-provider charges.

17 Relationship With Our Terms & Conditions

This Policy forms part of and should be interpreted together with TAFEEL's Terms & Conditions and the written documents applicable to the relevant service.

The quotation, service agreement, proposal, invoice, approved written confirmation, and this Policy together may determine the treatment of payments, costs, cancellation, and refunds for a particular transaction.

If a specific written service agreement contains cancellation or refund terms that differ from this general Policy, the specific written agreement will take priority within the scope of that particular service, subject to any mandatory provisions of applicable UAE law.

18 Policy Updates

TAFEEL may update this Cancellation & Refund Policy from time to time to reflect changes in its services, procedures, payment arrangements, government requirements, regulatory requirements, or applicable laws.

Any updated version will display the applicable revision date.

For a service that has already commenced, the version of this Policy made available when the engagement began will generally continue to apply unless a change is required by law, required by a competent authority, or separately agreed with the client.

19 Contact Us

For questions about cancellation, refunds, fees, or the status of an existing transaction, please contact TAFEEL using the official contact information published on our website.

When contacting us, please provide sufficient details regarding the relevant service or transaction so that the matter can be reviewed accurately.