Refund & Cancellation 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. Before you pay, the pay screen shows the amount, the card fee and these rules. By paying, you accept them. You also ask us to start work straight away, and understand that any legal right to cancel you may have ends once the work is complete.

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.

Prices are in UAE dirhams (AED) and include any tax that applies.

On an e-visa or a documents order, you pay a deposit when you order. On an e-visa, the remaining amount (the balance) is our service fee, paid only if the visa is approved; on a documents order, it is paid after delivery, as section 5 of our Service Delivery Policy explains. A Canada visitor visa file, or any other invoiced service, is paid as the invoice sets out.

The deposit is part of the price, paid in advance. It is not earnest money (arboon) and gives neither of us a right to withdraw from the order.

When you pay by card, we add a card fee of 3.5% of the amount you are paying. It is our own charge for taking payment by card. Before you pay, it is shown as its own line, and the amount to pay includes it. A bank transfer has no card fee. The card fee is not refunded, even when the payment it was added to is refunded. The one exception: if you were charged twice for the same thing, we refund the extra payment in full, card fee included. Paying by card includes Apple Pay, where the payment page offers it.

“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. A deposit comes back only in the cases section 5 lists, such as a refusal caused by our mistake.

“No visa, no fee” applies to e-visas only. On a documents order or a Canada visitor visa file, you pay for the preparation, whatever the decision, except as section 5 says. A documents order does not include the consulate's visa fee or the visa centre's own charges unless your order lists them.

We start work as soon as you pay. If you cancel after paying, or change your mind, what you have paid is not refunded. Anything not yet due is cancelled and never charged.

So the deposit is not refunded. On an e-visa, the remaining amount is cancelled; on a documents order, it is not charged unless we have already delivered. An order not yet paid can be deleted for free.

We stop work once your cancellation reaches us. It cannot undo a decision already made: if the government approved the visa before then, the remaining amount is owed as normal.

We refund only in the cases below, and where the law requires it. Where this section refunds what you paid for an order, it means without the card fee and anything already refunded; the card fee comes back only on a duplicate charge.

Charged twice, or paid more than you owed: without being asked, we refund the extra payment in full, card fee included, or the amount above what you owed, within 5 working days of finding it or confirming it after you tell us. A pending amount your bank shows for a payment that did not go through is not a charge; we never received it.

Our mistake: a mistake is ours when we entered details that differ from yours, chose the wrong visa, form or document, missed a step or deadline we committed to, left out something your order includes, or gave you a document list missing something the government's published rules required that day. It is not ours when the cause is your information or documents, a later rule change, something a government asked for beyond its published rules, or its own judgement. Late delivery on its own is not a mistake: the promises below are its only remedy.

• • An e-visa refused, or issued with a wrong detail that cannot be corrected before your trip, because of our mistake: you choose a new application at our cost, government fee included, or a refund of what you paid for that order. If the detail can be corrected in time, we have it corrected at our cost.
• • A documents order refused because a document we prepared missed a requirement the consulate had published when we delivered it: you choose the documents prepared again, and the appointment rebooked where your order says we book it, at our cost; or a refund of what you paid for that order. Either way, we repay the consulate fee for the refused application against its receipt; a new application's fee is yours.

Please tell us within 30 days of a refusal, or about a wrong detail within 7 days of being able to open the visa and before you travel. We answer in writing within 10 working days, and still look at later claims.

An order we cannot take or finish:

• • We decline or stop it for a reason within our control, not your fault: we refund what you paid for that order.
• • Before we send the application or deliver the documents, events outside anyone's control (such as war, an epidemic, a natural disaster or a long government outage), or a government stopping or changing the service, prevent the order or hold it up for over 60 calendar days in a row: either of us may cancel, and we refund what you paid for that order, less costs already paid to others that cannot be recovered, each shown line by line.
• • A government fee we pay for you rises, or a new one is added, before we pay it: we tell you, and you pay the difference on a separate invoice or cancel with the refund above. With no answer in 7 calendar days, we pause the order and remind you, and after 30 more calendar days we close it with that refund. A fee cut is passed on.
• • Before we send your application or deliver your documents, we find that no visa is needed, or that the order is for a work, study, residence or immigration visa: we stop and refund what you paid for that order, less any government fee paid that cannot be recovered, unless the trip details you gave were wrong.

A card used without the cardholder's permission: if we believe this happened, we stop work, return everything taken from that card unless the bank already has, and deliver nothing that payment paid for. That is a return to the cardholder, not a refund (Terms & Conditions, section 7). Whoever placed the order still owes us for work done and costs paid out.

A missed promise: if we miss our appointment promise, you choose more time or a refund of what you paid for that order. If we miss an e-visa's promised date, our service fee for that order, the remaining amount, is free; the deposit, government fees and the card fee are not refunded. Sections 6 and 7 of our Service Delivery Policy set out both promises and their conditions.

A person at Travel Docx checks every refund and decides within 3 working days of being asked, or within 10 working days for a claim of our mistake. Agreed refunds are sent within 5 working days; banks can take up to 30 days to show them. If one has not appeared 14 working days after we tell you it was sent, we give you its reference, where we have one, for your bank to trace.

Refunds go only to the card or account that paid, newest payment first. A bank transfer is refunded to an account in the sender's name. A card refund the bank sends back to us is refunded to an account in the cardholder's name. Refunds are in UAE dirhams; differences from exchange rates or bank charges are outside our control.

Use the chat on your case page, or email support@traveldocx.com. A message to Lop, our automated assistant, or by phone or WhatsApp, counts from when we receive it. Lop cannot agree to a refund; a person at Travel Docx confirms every cancellation and refund in writing. Only the person who placed the order, or for an invoice the person it is made out to, can cancel or ask for a refund, except a cardholder reporting card misuse. We may ask you to confirm who you are. Complaints follow section 17 of our Terms & Conditions.

Your card statement may show Flylop, a short description of your order, or a licensed payment service provider, instead of Travel Docx. If you do not recognise a payment, or have any payment problem, we ask you to tell us first and give us 10 working days to put it right. This does not take away any right you have with your bank.

If your bank says the card was used without permission, section 5 applies. Otherwise, we carry on with your order and answer the dispute with our records, such as what you accepted at payment, your order's timeline and what we delivered, sharing with your bank and our licensed payment service providers only what is needed. While it is open, we may decline new card orders from your account, but a dispute alone never makes us hold back anything already paid for or suspend your account.

We send no refund for a payment under dispute; if money still comes back to you from both us and your bank, the extra is owed to us. If your bank reverses a payment for a service we provided as agreed, the amount is still owed, and we may recover it by lawful means, including the courts. We charge no dispute fees, penalties or interest.

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. Section 18 of our Terms & Conditions explains how this policy changes.

• • 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