LEGAL · LAST UPDATED 2026-07-17
Refund & Cancellation Policy
In plain English: Government fees paid to UAE authorities are non-refundable once submitted — we have no way to recover them. Our service fee is refundable in full before we start work, and partially if work has begun. Rejection of a visa or license application by a government authority does not automatically entitle you to a full refund. We will always be transparent about where you stand.
01 The key distinction
Every Visask price is made up of two separate components. Understanding this distinction is essential to understanding what can and cannot be refunded.
Service Fee
This is Easyco's fee for professional work: document review, application preparation, government portal submission, tracking, and follow-up. It represents the professional time and expertise of our team. Once work has started, part of this fee has been consumed and a full refund is not possible.
Government Fee
This is the fee charged by the relevant UAE government authority (GDRFA, ICA, DED, freezone authority, or another body) for processing your application. Easyco collects this on your behalf and remits it directly to the authority. Once remitted, it is outside Easyco's control and cannot be recovered under any circumstances, including visa rejection, application withdrawal, change of mind, or force majeure.
Important: Government fees are non-refundable once submitted to the relevant authority. This is not a Visask policy — it is the policy of the UAE government and its authorities. No visa or business setup provider in the UAE can recover submitted government fees.
02 Before work begins
If you cancel your Order before Easyco has commenced any work on your application, the following applies:
- Service Fee: Refundable in full.
- Government Fee: Refundable in full, provided Easyco has not yet remitted it to the relevant authority. If your Order was placed outside business hours, we will remit government fees on the next working day. Contact us immediately if you need to cancel.
To cancel before work begins, contact us by WhatsApp on +971 50 954 0521 or email refunds@visask.com with your Order number. We will confirm whether work has commenced and advise on the applicable refund within 1 working day.
When does "work" begin?
Work begins when any of the following occurs: a Visask team member contacts you to initiate document collection, we open your file on the relevant government portal, or we send you a document checklist or review. This typically happens within 1–2 working days of payment confirmation during business hours.
03 After work has begun
Once work has commenced, refunds are calculated based on the stage reached. The stage-by-stage table in Section 5 shows the exact position for each process step.
General principles
- The Service Fee is earned progressively. Work already done represents a cost to Easyco that cannot be reversed.
- If you cancel at an intermediate stage, Easyco will calculate the proportion of the Service Fee that has been consumed and issue a partial refund of the remainder, if any.
- Where an application has been submitted to a government authority and you wish to withdraw it, we will advise on the withdrawal process. Any government authority withdrawal fees are your responsibility and are not covered by the Service Fee.
Note on change of mind: Visask does not offer a statutory cooling-off period for visa and business setup services because these services engage government processes which begin promptly after Order confirmation. We will always try to find a reasonable resolution where your circumstances have genuinely changed.
04 Application rejection scenarios
Visa and business license applications are decided by UAE government authorities. A rejection is not always the result of a preparation error — it can also arise from eligibility issues, policy changes, or authority discretion. The following applies depending on the reason for rejection:
Rejected due to Visask preparation error
If an application is rejected and an investigation shows the rejection was caused by an error made by Easyco in preparing or submitting the application (for example, a form field submitted incorrectly by our team), we will re-submit the application at no additional Service Fee charge. If re-submission is not possible, we will refund the Service Fee portion attributable to the affected stage.
Rejected due to ineligibility
If an application is rejected because you did not meet the eligibility requirements and this was known or disclosed before submission, the Government Fee is non-refundable and the Service Fee is non-refundable. We advise clients clearly on eligibility before submission and will flag known risks.
Rejected due to document issues
If a rejection results from documents you provided being incomplete, inaccurate, expired, or rejected by the authority (for example, attestation not accepted), the Government Fee is non-refundable. The Service Fee is partially refundable for the stages not yet completed. Easyco will advise on re-application options.
Rejected due to authority discretion or policy changes
Authorities may reject applications for reasons outside anyone's control. In these cases, neither the Government Fee nor the completed-stage Service Fee is refundable. Easyco will advise on appeal or alternative routes without charging an additional consultation fee.
In all rejection cases, contact us at refunds@visask.com with your Order number and the rejection notice, and we will review your case within 3 working days.
05 Stage-by-stage refund table
The table below applies to visa and residency services. Business setup services follow a separate schedule — see Section 6.
| Stage | Govt. Fee | Service Fee | Notes |
|---|---|---|---|
| Order placed — before document collection begins | Full refund | Full refund | Cancel immediately by WhatsApp or email |
| Document collection in progress | Full refund | Partial (75%) | File opened; initial review commenced |
| Documents verified; application prepared | Full refund | Partial (50%) | Significant preparation work done |
| Entry permit / initial application submitted | Non-refundable | Partial (30%) | Government fee remitted; authority has the application |
| Medical and biometrics stage | Non-refundable | Partial (20%) | Medical fee (collected separately) also non-refundable after appointment |
| Visa stamping / Emirates ID stage | Non-refundable | Non-refundable | Service is substantially complete |
| Service complete — visa / ID issued | Non-refundable | Non-refundable | Full service delivered |
Percentages refer to the Service Fee component of your total payment. To determine the exact AED amount refundable in your case, contact us with your Order number.
06 Business setup services
Business setup services (mainland company, freezone company, eTrader license) involve government fees remitted to the DED, the relevant freezone authority, or another licensing body. The same principle applies: government fees are non-refundable once remitted.
| Stage | Govt. Fee | Service Fee | Notes |
|---|---|---|---|
| Order placed — before file opened | Full refund | Full refund | Cancel by WhatsApp or email within 24 hours |
| Business activity / structure consultation done | Full refund | Partial (70%) | Initial advisory work billed |
| Name reservation submitted | Name fee non-refundable | Partial (50%) | Name reservation fee remitted to authority |
| License application submitted to authority | Non-refundable | Partial (25%) | Main government fee remitted |
| License issued | Non-refundable | Non-refundable | Service complete |
If you wish to cancel a business setup after the license has been issued, Easyco can advise on the company deregistration or winding-up process. Additional fees apply for those services.
07 How to request a refund
To request a refund or cancellation, contact us using one of the following methods:
- WhatsApp: +971 50 954 0521 (fastest response — replies typically within 15 minutes during business hours)
- Email: refunds@visask.com
Include the following information in your request:
- Your full name as given at time of Order
- Your Order number (shown on your confirmation email and VAT invoice)
- The reason for your cancellation or refund request
- Any relevant authority correspondence (rejection notice, withdrawal confirmation) if applicable
Response timeline
- Acknowledgement: within 1 working day
- Decision and calculation: within 5 working days of receiving all required information
- Refund processing: within 10 working days of decision (subject to payment processor timelines)
08 Refund method and timing
Approved refunds are returned by the same payment method used for the original Order. We do not issue refunds by cash, cheque, or bank transfer to a different account without verified agreement.
- Credit or debit card: 5–10 working days to appear on your statement, depending on your card issuer.
- Apple Pay / Google Pay: Returned to the originating card, 5–10 working days.
- Tamara (instalment): Refund is applied to your Tamara account. Remaining instalments will be adjusted accordingly. Contact Tamara for details of how the adjustment appears.
Visask will send you a written refund confirmation by email showing the amount refunded and the reference number. Retain this for your records.
09 Contact
For refund or cancellation requests, contact us using the details below.
Dedicated refund contact
WhatsApp / Phone
+971 50 954 0521
Operating entity
Easyco Corporate Services Provider
Al Ameri Tower, 19th Floor, Barsha Heights, Dubai, UAE
Office hours
Monday to Saturday, 09:00 – 18:00 GST
These Terms are governed by UAE law. For consumer escalation options, see our Consumer Rights page.