This should be detailed and linked to your signed service agreement.
Do not simply write “all payments are non-refundable.” That can appear unfair and may conflict with consumer-protection obligations depending on the circumstances.
Recommended structure
1. Consultation Fees
Consultation or assessment fees are generally non-refundable once the consultation has been conducted or the assessment work has started.
2. Professional Service Fees
Divide fees by service stage.
A fair structure could be:
- Before work begins: refund may be available, less any administrative or payment-processing charges.
- After assessment or file review begins: the assessment portion is non-refundable.
- After document preparation begins: completed work and allocated professional fees are non-refundable.
- After application submission: professional service fees are normally non-refundable.
- Unused future stages: may be considered for a partial refund depending on the signed agreement and work completed.
3. Government and Third-Party Fees
Government, embassy, visa, biometric, medical, courier, translation, legal, educational-institution and other third-party charges are subject to the refund rules of the relevant provider. Open Path Immigration cannot guarantee their refund.
4. Visa or Application Refusal
A refusal, rejection, delay or unsuccessful outcome does not automatically entitle the client to a refund because the final decision is made by the relevant authority and professional work may already have been completed.
However, do not use this to avoid responsibility where your company failed to provide the agreed service.
5. Client Withdrawal
Explain how much may be refundable depending on the stage at which the client withdraws.
6. Ineligibility Discovered Later
Clarify what happens when eligibility changes because:
- The client withheld information
- Rules changed
- A programme closed
- Quotas were reached
- New medical, police or financial issues arose
7. Cancellation by Open Path
Where Open Path Immigration terminates a service for reasons not caused by the client, any refund will be assessed according to the work completed and amounts already paid to third parties.
8. Refund Request Procedure
Require:
- Written request by email
- Client name and invoice number
- Reason for request
- Supporting evidence
- Bank or payment details where needed
9. Processing Period
For example:
Approved refunds will normally be processed within 15–30 business days through the original payment method, subject to banking and payment-gateway timelines.
Only use a timeline your company can realistically meet.
10. Chargebacks
Mention that clients should contact you to resolve issues before initiating a card chargeback.
11. Mandatory Consumer Rights
Add:
Nothing in this policy limits any non-waivable rights available under applicable UAE consumer-protection law.
UAE consumer-protection rules require transparency and remedies where a service is defective or not provided as agreed.
