Service Delivery Policy

Travel Docx is a service of Flylop FZE LLC, a company in Sharjah, United Arab Emirates (“we”, “us”).

This policy is part of our Terms & Conditions and uses the words they define, such as balance and case page; if our documents differ, the order of priority in section 20 of our Terms & Conditions applies. Refunds, cancelling and the card fee are in sections 2 to 6 of our Refund & Cancellation Policy. Before you pay, the pay screen shows the amount, the card fee and these rules. By paying, you accept them.

“You” means the account holder who places the order or, for a service paid by invoice, the person it is made out to. The applicant is the person the order is for. We deliver to you; passing it on to them is up to you. A working day is Monday to Friday, UAE time, excluding UAE public holidays and any closure we announce at least 2 working days ahead in the apps or by email.

We start work as soon as you pay, and deliver our work only electronically: on your case page, with a notification and an email, or, if you pay an invoice and have no account, to the email address on the invoice. A download link we email works for 7 days, and we send a new one whenever you ask. Emailed work counts as delivered when sent, unless we learn it did not arrive. For an invoice, its lines say what we deliver; work such as booking an appointment is delivered when we have done it and told you.

We do not collect or hold passports or original papers unless an order says so; then we give you a written receipt and keep them secure until we return them.

We keep a dated record of each order: your acceptance before paying, your payments, each step on your case page, what we delivered and how we told you, and our messages. To answer a claim or payment dispute, we may share the relevant ones with your bank or card issuer, licensed payment service providers, a court or an authority entitled to see them.

An e-visa is delivered when we place it on your case page or the government sends it to the applicant directly, whichever comes first, and a refusal when we post the decision there. The work the deposit pays for is done when the application is sent, on the date your case page records.

“No visa, no fee” means: if your e-visa is not approved, we cancel the remaining amount and never charge it. The deposit is not refunded, including when the visa is refused. The deposit pays for the government visa fee, where there is one, and the work of preparing, checking and sending the application. If a mistake of ours caused the refusal, section 5 of our Refund & Cancellation Policy applies instead.

We deliver the documents that your service's page in our apps, or your pay screen, described when you paid. Send what we ask for within 5 working days of the deposit, and everything at least 2 working days before an appointment; if anything comes later, every date moves with it. The date on your case page is our target. If it moves, we tell you why and give you a new one. The order is delivered when the finished folder is on your case page and we have told you.

If the consulate asks for more, we prepare any document in your order again at no charge, until it decides or for 90 days after delivery, whichever comes first. A refusal because a document we prepared missed a requirement the consulate had published when we delivered it counts as our mistake, with the choices in section 5 of our Refund & Cancellation Policy.

The balance is due within 14 calendar days of us telling you the visa is approved or the documents are delivered, even if the government sends the visa straight to the applicant. If your invoice shows a later due date, that date applies. An approval of the visa type you ordered with fewer days, fewer entries or different dates than asked for still counts. A different visa type counts only if you accept it in writing. If a mistake of ours caused the difference, section 8 applies. Otherwise, a different visa type you do not accept counts as not approved (section 3).

Until the balance is paid, your visa or folder stays locked, unless less than AED 2 remains or section 6 says otherwise; it still counts as delivered. If the balance is late, we remind you first, then may decline new orders, suspend your account and recover it by lawful means, including the courts. We never add late fees or interest.

Where an e-visa's service page shows “Guaranteed in N working days, or our service fee is free” when you pay the deposit, your case page shows “Get your visa by date, or it's free”. They are one promise, with these conditions. N is fixed when you pay the deposit, and a date shown before you pay assumes you pay and send everything that day.

• • The clock starts on the day we have both your deposit and every document and detail the order asks for. If we ask for a replacement within our 2-working-day check of a document, it starts when that arrives. Your date is the Nth working day after that, is fixed then, and ends at 23:59 UAE time. If your case page shows an earlier date, that date is yours, moved only as below; on an order paid before these rules were shown where you paid, only days we were waiting for you, as posted on its case page, move it (Terms & Conditions, section 18).
• • On time means that, by the end of that date, the government has approved the visa and we have placed it on your case page, or it has sent the visa to the applicant directly. A visa waiting for the balance still counts as delivered.
• • Free means our service fee for that order, which is the balance. If we miss the date, we cancel the balance and unlock your visa, or, if you have paid it, refund it to the card or account that paid within 5 working days of the late delivery or of our answer to your claim; banks take up to 30 days to show it. The deposit, government fees and the card fee are not refunded. A refused visa's balance is cancelled anyway (section 3).
• • The date moves only for reasons posted on your case page at the time, with the days each adds: something we asked you for that came late, including details to replace wrong or missing ones you gave (from our asking until it arrived); a correction you asked for; or a government outage or closure you can see, through its notice or a screenshot we post. If either of the first two means applying again, the clock restarts. A slow government never moves it.
• • If you think we missed the date and we have not cancelled the balance, tell us why within 30 days of delivery; we still look at later claims. A person at Travel Docx answers in writing within 3 working days, naming the case-page entries we rely on. While your first claim made within those 30 days is open, the balance is not due, and your consultant sends you the visa in your case chat if you need it to travel. If we turn the claim down, the balance is due within 14 calendar days of our answer.

As far as the law allows, this promise is the only remedy for a late e-visa, and it does not cover travel or other costs.

Where your order says we book the appointment, or says either of us can and you leave it to us, we promise a slot within the calendar days it shows, weekends and public holidays included. We keep any other appointment promise your order showed.

• • The days count from the day after the last document we need arrives (or a replacement we ask for in our 2-working-day check) and end at 23:59 UAE time on the last day. The promise is the booking, not the appointment date.
• • Our promise is kept if we offer you a slot inside those days, in our apps and by email on a working day, and you turn it down or do not answer by 23:59 UAE time on the next working day, or the visa centre's shorter hold time, which we tell you. Dates you told us in advance the applicant cannot attend do not count.
• • If we miss it, you choose 7, 15 or 30 more calendar days, or a refund of everything you paid for that order, less the card fee and anything already refunded, which ends the order. During extra time you chose, you cannot ask for that refund; if it ends without a slot, you choose again.
• • A person at Travel Docx decides within 3 working days of your choice and may refuse only if: we booked a slot in time, even one later moved or cancelled; our promise was kept; the appointment was yours to book; documents were missing, late or not genuine, or your information was false; the applicant could not attend the dates available; or an event outside our control stopped all appointments. We give the reason in writing and send an agreed refund within 5 working days.

The applicant attends in person and pays the consulate's fee and any visa centre charge not on your order. If the applicant misses the appointment or is turned away for a reason on their side, nothing is refunded, and we quote any new booking first. If the visa centre cancels or moves a slot we booked in time, our promise stays kept and we rebook as soon as we can, free for our work; any new visa centre fee is yours, and we tell you first.

Check everything as soon as you can open it, and before the applicant travels. Please tell us about a problem within 7 days of the day you can first open it; if you do not, we treat it as received in good order, but you can still tell us later about a mistake of ours, as section 5 of our Refund & Cancellation Policy defines it. We put our mistakes right at our cost, including any government correction fee or a new application, and that policy explains your choices if one caused a refusal or cannot be put right in time. If a problem comes from information or documents you gave us, we tell you the cost of putting it right first. If something did not arrive, we send it again free.

If we have asked for documents or an answer and hear nothing for 30 calendar days, we remind you by email and on your case page. If 14 more calendar days pass with no reply, we may close the order and tell you in writing; that is treated as a cancellation under section 4 of our Refund & Cancellation Policy. This never applies while a government fee rise has paused the order, or while a claim or complaint of yours is open.

Our two promises follow their own rules. Otherwise, section 13 of our Terms & Conditions covers delay or failure caused by events outside our reasonable control.

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Sharjah. The courts of the Emirate of Sharjah decide any dispute. This does not take away any right you have under the mandatory consumer laws of the country where you live.

These documents are written in English, which governs.

• • Email: support@traveldocx.com (privacy questions: privacy@traveldocx.com)
• • Phone and WhatsApp: +971 58 196 6892
• • In the app: the chat with Lop, or with your consultant on your case page
• • Registered address: Business Center, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
• • Office: CBD Bank Building, Office 201, Dubai, United Arab Emirates