REFUND POLICY

This Refund Policy explains how UGO VISA handles cancellations, refund requests, visa refusals, processing delays and fees paid for visa assistance and related services. Refund eligibility is assessed in accordance with the agreed service terms, stage of processing, nature of the charges, work performed, costs incurred and applicable UAE law.

Once substantive work on an application or service has commenced, fees attributable to work performed and costs incurred are generally non-refundable, subject to applicable law.

Processing may commence when UGO VISA registers a case, collects or reviews documents, prepares forms, enters information into an application system, coordinates appointments, submits an application or supporting documents, engages authorized third parties or performs other substantive administrative work.

Processing may begin before formal submission to the relevant authority. The Company will maintain appropriate records of processing activities to support its assessment of refund requests. This policy does not mean that every payment must be retained regardless of service delivery, costs incurred or legal refund obligations.

UGO VISA may arrange or submit temporary flight reservations, flight itineraries and hotel or accommodation reservations solely as supporting documentation for a visa application. Unless expressly stated otherwise in writing, these are not confirmed flight tickets or confirmed hotel bookings intended for actual travel or accommodation.

These temporary reservations do not guarantee visa approval and do not represent a purchased airline ticket, guaranteed flight seat, paid hotel stay or confirmed accommodation booking. Customers who intend to travel must independently obtain valid flight tickets and confirmed accommodation as appropriate.

Fees for arranging such documentation form part of the agreed service where included in the quotation. Refund eligibility is assessed under this policy, based on work performed, costs incurred, the agreed service and applicable law. The submission of these reservations does not guarantee visa approval.

Government, embassy, consulate, immigration, appointment, biometric, courier and other third-party charges are subject to the applicable rules of the relevant authority or provider. Amounts already paid to third parties are generally non-refundable where the provider’s rules do not permit a refund.

Where the provider permits a refund, the customer may be entitled to the applicable amount under the provider’s procedures and the law. UGO VISA cannot guarantee recovery of fees paid to a government body or third-party provider. Amounts not paid or committed to a third party will be treated according to the agreed terms, work performed and applicable law.

A visa refusal, rejection or non-issuance does not, by itself, entitle the customer to a refund for services properly performed or costs properly incurred. Visa decisions are made by the relevant authority, and UGO VISA cannot guarantee a successful outcome.

The submission of flight itineraries or hotel reservations does not guarantee visa approval. Government and third-party fees are subject to the relevant provider’s refund rules. Service fees attributable to work performed are generally non-refundable, subject to applicable law. If an unsuccessful outcome involves an error or failure attributable to UGO VISA, the matter will be reviewed under the service agreement and applicable law.

Delays caused by embassies, consulates, immigration authorities, appointment providers or other independent third parties do not automatically entitle the customer to a refund for services properly performed. UGO VISA will make reasonable efforts to provide updates when reliable information is available.

If the Company fails to deliver an agreed service, the customer may be entitled to an appropriate refund or other remedy under the service agreement and applicable law.

Customers wishing to cancel a service must notify UGO VISA in writing through the official email or WhatsApp contact details.

Before substantive work begins: where no work has commenced and no costs have been incurred, a refund may be available, subject to the agreed terms and applicable law.

After application initiation or document preparation: charges attributable to work performed and costs incurred are generally non-refundable, subject to applicable law.

After submission to an authority or third party: fees already paid to the authority or provider are subject to its refund rules. Service fees attributable to work completed are generally non-refundable, subject to applicable law.

After service completion: fees for services already delivered are generally non-refundable, subject to applicable law and the agreed terms.

Any amount retained must reflect applicable charges, work performed, costs incurred and legal requirements. No deduction will be made where prohibited by law.

Customers are responsible for providing accurate, complete, genuine and current documents. If an application is delayed, refused or cannot proceed because of incomplete, inaccurate, misleading or forged documents supplied by the customer, charges attributable to work performed and costs incurred are generally non-refundable, subject to applicable law.

UGO VISA may suspend processing or request clarification where necessary. This clause does not exclude a customer’s remedies where the Company has failed to perform its own obligations.

For certain Iraq visa applications, the relevant authority may communicate a decision to the sponsor or another authorized party without providing a formal refusal letter to the applicant or agent. The absence of a formal refusal letter does not, by itself, establish entitlement to a refund.

Government and third-party charges remain subject to the relevant provider’s refund rules. Service charges attributable to work performed are generally non-refundable, subject to applicable law.

If UGO VISA cancels a service or cannot provide the agreed service for reasons attributable to the Company, the circumstances will be reviewed to determine the appropriate refund or other remedy.

Where a service has not been delivered and the relevant amount has not been earned or committed to costs, the customer may be eligible for a refund of that amount. Where part of a service has been delivered, the assessment will consider work completed, costs incurred, agreed terms and applicable legal obligations.

Customers should notify UGO VISA promptly if they believe they made a duplicate payment or were charged an incorrect amount. The Company will review the relevant payment records and correct verified errors in accordance with applicable law and the relevant payment provider’s procedures. Nothing in this policy restricts rights concerning unauthorized transactions or other available legal remedies.

Refund requests should be submitted in writing and include the customer or applicant’s full name, invoice or receipt number, payment date and amount, application reference where available, reason for the request and relevant supporting documents or payment evidence.

Email: info@ugovisa.com | WhatsApp: +971 50 338 7820. UGO VISA may request additional information reasonably necessary to verify the transaction and assess the request. The Company will review each request individually and communicate its decision and the basis for any applicable deductions.

Once a refund has been approved, UGO VISA will generally initiate it within 7–14 business days, unless another timeframe is communicated to the customer or required by the payment provider. The time taken for funds to appear may depend on the bank, card issuer, payment gateway or financial institution.

Refunds will normally be made through the original payment method where practicable. Any applicable deduction must be lawful and appropriately explained.

Visa assistance fees do not automatically include airline tickets, accommodation, insurance, transportation or other travel expenses. Customers should check the cancellation and refund rules of travel suppliers and avoid non-refundable bookings until required approvals have been obtained.

UGO VISA is not responsible for third-party travel costs that are non-refundable under the relevant provider’s terms, except where the Company is legally responsible for the relevant loss.

Customers are encouraged to contact UGO VISA if they have concerns about a payment, invoice, service or refund. The Company will review genuine disputes and provide relevant transaction or service records where appropriate. Nothing in this policy prevents a customer from disputing an unauthorized or incorrect payment through their bank, payment provider or competent authority.

By proceeding with a service, the customer acknowledges that UGO VISA provides assistance and administrative services and does not guarantee visa approval; government and third-party charges are subject to the relevant provider’s refund rules; service fees attributable to work performed and costs incurred are generally non-refundable once processing commences, subject to applicable law; processing may commence before formal submission; and visa refusal or delay does not automatically entitle a customer to a refund for services properly performed.

Customers further acknowledge that temporary flight and hotel reservations provided for visa documentation are not confirmed travel bookings unless expressly stated otherwise in writing, and do not guarantee visa approval. Refund requests must be submitted through official Company contact channels. Mandatory consumer rights and remedies under applicable UAE law remain unaffected.

UGO VISA may update this Refund Policy to reflect changes in services, procedures or legal requirements. The current version will be published on the website with an updated effective date where appropriate. Changes apply subject to applicable law and existing contractual rights and will not automatically override terms applicable to an earlier transaction.

U G O Travel L.L.C. — UGO VISA | Website: https://www.ugovisa.com | Email: info@ugovisa.com | Mobile / WhatsApp: +971 50 338 7820 | Location: Dubai, United Arab Emirates.

UGO VISA