Refund Policy

01The Two Parts of Every Fee

Every amount you pay at our centre is made up of one or both of the following, and each is treated differently for refunds. Your receipt or tax invoice shows the split.

02Core Principle

Before either of those points is reached, your money is refundable in full. This is the same principle applied across Amer and government service centres in Dubai, and it exists because our charges cover work already performed and government fees are paid onward to the authority immediately on submission.

03Government Fees

• Government Fees are fixed by the authority, not by us. We collect them on the authority’s behalf and pay them into the official system.
• Once submitted, they are not refundable by our centre under any circumstances — including where the application is later rejected, cancelled, withdrawn or abandoned, or where the applicant leaves the country or changes plans.
• Certain authorities operate their own refund or fee-adjustment mechanisms for specific transaction types (for example a deposit or guarantee, or a fee paid for a transaction the authority itself did not process). Where such a mechanism exists, we will file the request with the authority on your behalf at no additional service charge and follow it up until a decision is issued. The decision, the amount and the timing are entirely at the authority’s discretion, and any refund is released directly by the authority.
• If a Government Fee has been collected from you but not yet submitted, it is refunded to you in full.

04Service Charges

• Not yet started — full refund of Service Charges.
• Partly completed — we refund the portion relating to work not yet performed, and retain the charge for work already done. Where a transaction has multiple stages, only the completed stages are charged.
• Completed — the Service Charge is earned and is non-refundable, regardless of the outcome of the application, because the charge is for the professional work of preparing and submitting it, not for its approval.
• Our error — where a transaction has to be redone because of a demonstrable mistake by our staff (for example a typing error in a detail you supplied correctly and confirmed), we correct it at no further Service Charge, and we bear any additional Government Fee that our error made necessary.

05When a Refund Is Given

1. Duplicate or double payment — the same amount was paid twice for the same transaction.
2. Overcharge or billing error — you were charged more than the correct Government Fee or the quoted Service Charge; the difference is refunded in full.
3. Service not started — you cancel before any typing, drafting, translation, upload, submission or appointment booking has taken place: full refund of Government Fees and Service Charges.
4. Transaction not submitted — payment was taken but the application was never submitted to the authority, for any reason: the unsubmitted Government Fees are refunded in full.
5. Service we could not deliver — we are unable to provide the service requested (for example the transaction is not available through our centre, or the authority discontinues it), and no substitute is accepted by you.
6. Our documented error — an additional or wasted fee was incurred solely because of a mistake by our centre; the amount concerned is refunded or absorbed by us.
7. Authority-refunded amounts — where an authority approves a refund of its own fee, the amount is passed on to you in full as soon as we receive it.

06When a Refund Is Not Given

No refund is available in the following cases:

• The application was submitted to the authority and then rejected, declined, suspended or returned. Government Fees are retained by the authority and our Service Charge for the work performed is earned.
• The application was cancelled or withdrawn after submission, or the applicant chose not to proceed.
• Incorrect, incomplete, misleading or false information or documents were supplied by you, causing rejection or the need to redo the transaction.
• You confirmed a draft, form or translation and the error was in the details you provided.
• A booked appointment was missed or attended late — medical fitness, biometrics or Tawjeeh — or the applicant failed a medical test.
• Change of mind after the work has been carried out.
• The applicant left the UAE, changed employer, or the sponsorship or job offer was withdrawn after submission.
• Delays caused by the authority, its systems, security or background checks, or by public holidays.
• Government fines, penalties, overstay or late-renewal charges of any kind.
• Legal translation already completed, or documents already attested, notarized or stamped.
• Tawjeeh sessions already attended, or certificates already issued.
• A refund is claimed without the original receipt or tax invoice, or the payment cannot be traced in our records.
• The service was delivered as requested and as quoted — an unfavourable government decision is not a service failure.

07Quick Reference Table

08Rejected Applications

Approval is at the sole discretion of the government authority. Our centre prepares and submits applications correctly and completely; it cannot influence, guarantee or accelerate a decision, and a rejection is not a failure of our service.

Accordingly, a rejection does not give rise to a refund of Government Fees (held by the authority) or of Service Charges (earned for the work performed). What we will do, at no extra Service Charge, is review the file with you, explain any reason the authority has disclosed, and advise on the options for re-application. Any new submission requires fresh Government Fees set by the authority.

09Cancellation Before Submission

To cancel, notify us in writing — by e-mail to info@amerjumeirah.com or by WhatsApp to +971 56 777 1061 — quoting your receipt or transaction number. A cancellation takes effect when we receive it, so please send it as early as possible; verbal cancellations cannot be relied upon.

What you receive back depends on how far the transaction has progressed at that moment:

• Nothing started yet — everything paid is refunded in full.
• Work in progress, nothing submitted — all Government Fees refunded; Service Charges for work already performed are retained.
• Already submitted — the transaction can no longer be cancelled by us, and no refund arises. We will inform you whether the authority itself permits a cancellation or withdrawal.

10Medical, Biometric & Tawjeeh Appointments

• Once an appointment is booked and its fee paid into the authority’s or medical centre’s system, that fee is non-refundable.
• A missed or late arrival forfeits the appointment and its fee; rebooking requires a new fee.
• Rescheduling is possible only where the authority or medical centre permits it and within its own rules and time limits; any rebooking fee it charges is payable by you.
• Medical test results are issued solely by the approved health authority or medical centre. An unfit or inconclusive result is not grounds for a refund, and results cannot be contested through our centre.
• Tawjeeh session fees are non-refundable once the session has been attended, and non-refundable for non-attendance.

11Legal Translation

• Translation is charged on the basis of the document and page count, and the charge becomes non-refundable once translation work has begun.
• Where a translation contains a genuine error made by us, we correct and reissue it free of charge. Please report any such error promptly, and in any event within 7 days of delivery.
• Rejection of a translated document by an authority for a reason not attributable to the translation itself — for example an issue with the source document, or a change in the authority’s requirements — does not give rise to a refund.
• Amendments requested after delivery, and changes to the source document, are charged as new work.

12How to Request a Refund

Submit your request within 14 days of the payment or of the event giving rise to the claim. Requests made after that period may not be accepted, as transaction records are closed and settled with the authorities.

What to send

• The original receipt or tax invoice (or a clear photo of it) and the transaction number
• A copy of the passport or Emirates ID of the person who made the payment
• A short written explanation of why a refund is claimed
• Any supporting evidence — bank or card statement entry for a duplicate payment, authority notification, correspondence
• For a refund by bank transfer: the account holder’s name and IBAN

Where to send it

• By e-mail to info@amerjumeirah.com with the subject line “Refund Request”
• By WhatsApp to +971 56 777 1061
• In person at our centre — 52 Al Bailee Street, Jumeirah 3, Dubai (Sat – Thu, 8:00 AM – 8:00 PM)

13Processing Time & Method

• We acknowledge every refund request within 2 working days.
• We review and decide within 5 working days of receiving your complete request and documents, and inform you of the outcome in writing with the reason.
• Approved refunds are released within 7 to 14 working days of approval.
• Refunds are issued to the original payer, by the original payment method wherever possible — card payments back to the same card, bank transfers back to the originating account. Cash payments are refunded in cash at the centre against signature, or by bank transfer to an account in the payer’s name.
• Card refunds may take a further 7 to 21 working days to appear on your statement, depending on your bank or card issuer. This period is outside our control.
• Any bank, transfer or currency-conversion charge on a refund is deducted from the amount refunded.
• Refunds are not made to a third party or to an account in another name, unless supported by a written and duly signed authorization from the original payer.
• Where the refund is of a fee held by a government authority, the timing follows that authority’s own process and may take considerably longer; we will keep you updated at each stage.

14VAT on Refunds

Where a Service Charge is refunded, the 5% VAT charged on it is refunded with it, and a credit note is issued in accordance with UAE VAT legislation. Government Fees collected on behalf of an authority are treated as disbursements and are not subject to VAT.

15Fines & Penalties

Government fines, penalties, overstay charges and late-renewal charges are imposed by the authority, not by our centre, and are never refundable through us. Any objection must be filed with the authority concerned under its own procedure; we can assist you with the filing where the authority permits it.

16Complaints & Escalation

If your refund request is declined and you believe the decision is wrong, you may ask for it to be reviewed by the branch supervisor by replying to our decision within 7 days and adding any further information. We aim to complete a review within 7 working days.

If you remain dissatisfied, you are entitled to escalate the matter to the competent government body — including the Dubai Department of Economy & Tourism (Consumer Protection) for service and billing complaints, or the authority responsible for the transaction concerned. We will cooperate fully with any such review and provide the records requested.

17Changes to This Policy

We may update this Refund Policy to reflect changes in government procedure, fee structures or our own practice. The revised version takes effect when published on this page, and the “last updated” date above will change accordingly. The policy in force on the date you paid governs that payment.

18Contact Us

For any question about this policy or about a refund in progress: