Return Refund Policy سياسة الإرجاع والاسترداد

1 What this policy covers

Tafeel provides professional services — company formation, licensing, visas, PRO work, banking support, accounting and related advisory. We don't sell physical products, so there's nothing to ship back to us.

That means "returns" here really means refunds of amounts you've paid. This policy explains how those are assessed.

2 Understanding the two kinds of fees

This distinction determines almost every refund outcome, so it's the first thing to understand:

• Government and third-party fees — money paid to licensing authorities, free zones, immigration, typing centres, medical centres, banks or translators. We collect these and pass them straight on.
• Our service fees — what you pay us for the consultation, preparation, submission and follow-up we carry out.

Once government or third-party fees have been paid to an authority, they are outside our hands. Those bodies do not, as a rule, refund fees — including where an application is rejected. We can't return money we no longer hold.

3 Refunds on our service fees

Our own fees are assessed on a simple principle: how much of the work has already been done at the point you cancel.

• Before we begin — if you cancel before we've started preparing your file or incurred any third-party cost, we'll refund our service fee in full.
• Work in progress — if preparation, document drafting or submissions have begun, we'll refund the portion of our fee that reflects work not yet carried out.
• After submission — once an application has been lodged with an authority or bank, our work is substantially complete and service fees are generally non-refundable.

4 Situations where a refund isn't available

To be upfront rather than bury this in small print, refunds are not normally available where:

• An authority, free zone or bank rejects an application after proper submission — the decision, and the fee, rest with them.
• The information or documents provided to us were inaccurate, incomplete or not genuine.
• An application stalls because requested documents or approvals from your side never arrived.
• You change your mind about the jurisdiction, activity or structure after work has begun.
• Government fees or requirements change after payment was made.

If your situation doesn't sit neatly in any of these, talk to us. We look at cases individually and would rather find something fair than hide behind a list.

5 How to request a refund

Email us using the contact details at the bottom of this page and include:

• The name the service was booked under, and your company name if applicable.
• Your invoice or receipt reference.
• The service you're asking about, and a short explanation of why.

We'll acknowledge your request and review what stage the work had reached, then come back to you with a decision and the reasoning behind it — normally within a few business days.

6 How approved refunds are paid

Approved refunds are returned to the original payment method and in the currency you paid. If that's genuinely not possible — a closed card, for instance — we'll agree an alternative with you in writing.

Once we release a refund, how quickly it lands is up to your bank or card provider. Banks and payment processors may also apply their own transfer charges, which we can't absorb.

7 If we have to cancel

Occasionally we may be unable to continue an engagement — for example if we can't complete required compliance checks, or if proceeding would breach a legal or regulatory obligation.

Where we end an engagement for reasons that aren't your fault, we'll refund fees for work not yet performed. Third-party costs already paid out on your behalf remain subject to the rules above.

8 Changes to this policy

We may update this policy as our services change. The version in force when you paid is the one that applies to that payment, and the date at the top shows when this page was last revised.

Anything here should be read alongside our Terms & Conditions.