Transparent & Fair Refund Guidelines

If you request cancellation before Nexo Services has commenced work or submitted any application, you may be eligible for a refund of the Nexo service fee.

Any payment gateway charges, banking charges, administrative expenses or costs already incurred may be deducted from the refundable amount.

Once Nexo Services has started providing services, including activities such as:

• Business activity assessment
• Jurisdiction consultation
• Trade name reservation
• Initial approval processing
• Licence application preparation
• Document preparation
• Free Zone or Mainland authority coordination
• Establishment card processing
• Immigration processing
• Visa application preparation

The professional or consultancy fee attributable to the work already completed may become partially or fully non-refundable. Any refund will be calculated according to the stage of work completed and expenses already incurred.

Payments made to third parties are subject to the respective authority or provider's own cancellation and refund policies. This can include:

• UAE government authorities
• Free Zone authorities
• Mainland licensing authorities
• Immigration authorities
• Medical centres
• Emirates ID authorities
• Insurance providers
• Attestation and translation providers
• Banks or other third-party service providers

Nexo Services cannot guarantee refunds for payments already transferred to a government authority or third-party provider. If an authority refunds an eligible amount to Nexo Services on your behalf, the refundable amount will be passed to you after deducting applicable bank, payment gateway or third-party charges.

Nexo Services provides professional assistance with visa and immigration applications. Our services may include:

• Eligibility assessment
• Application form preparation
• Document review
• Supporting document guidance
• Appointment assistance
• Application submission assistance
• Embassy or immigration correspondence assistance
• Application tracking and follow-up

Once these services have commenced, the relevant Nexo professional/service fees may become non-refundable, even if the applicant later chooses not to continue.

Visa issuance is entirely at the discretion of the relevant embassy, consulate, immigration authority, visa application centre or government department. Nexo Services does not guarantee visa approval.

A visa refusal, rejection, delay or request for additional documentation does not automatically qualify the applicant for a refund of Nexo's professional/service fees where the agreed services have already been performed. Government, embassy, consulate and visa application centre fees are refundable only where the respective authority specifically permits a refund.

If you cancel your visa or immigration service before Nexo Services has started preparing or processing your application, you may request a refund of the Nexo service fee.

Any non-refundable third-party charges, consultation fees, payment processing charges or expenses already incurred may be deducted.

Refunds will normally not be provided where an application is delayed, refused, rejected or cancelled because the applicant:

• Provided false or misleading information
• Failed to disclose relevant information
• Submitted incorrect documents
• Submitted fraudulent or altered documents
• Failed to provide requested documents within the required timeframe
• Failed to attend an embassy, biometric or visa appointment
• Failed to respond to an authority request
• Became ineligible due to a change in personal circumstances

Applicants remain responsible for ensuring that all information and documents supplied to Nexo Services are true, complete and accurate.

If you decide not to continue after Nexo Services has already commenced the agreed service, fees relating to work already performed will generally not be refundable. Any unused portion of a prepaid service may be reviewed on a case-by-case basis.

Visa, immigration and business setup requirements may change without prior notice. Nexo Services is not responsible for changes introduced by government authorities, embassies, consulates, Free Zones or other regulatory bodies after a service has commenced.

Where such a change prevents continuation of a service, Nexo Services will review any unused portion of its professional fee and advise whether a partial refund, service adjustment or alternative solution is available.

If you accidentally make a duplicate payment or pay an incorrect amount, please contact Nexo Services as soon as possible. Once verified, eligible excess or duplicate payments will be refunded to the original payment method where possible. Applicable banking or payment processing charges may be deducted.

Payments made for third-party services are governed by the cancellation and refund terms of the respective service provider. This can include:

• Flights and hotels
• Travel insurance
• Appointment centres
• Courier services
• Translation and document attestation
• Medical examinations
• Insurance
• Other external providers

Nexo Services is not responsible for amounts that a third-party provider determines to be non-refundable.

To request a refund, please contact Nexo Services and provide:

• Full name
• Invoice or receipt number
• Service purchased
• Payment date
• Reason for cancellation or refund request
• Relevant supporting information, if applicable

All refund requests are subject to review and approval. Submission of a refund request does not automatically guarantee a refund.

Where a refund is approved, Nexo Services will normally return the eligible amount through the original payment method wherever reasonably possible.

Processing times may vary depending on the payment method, bank processing times, card provider, government authority and third-party service provider. Nexo Services will communicate the refund status once the request has been reviewed.

If you believe that Nexo Services has failed to provide an agreed service, please contact us as soon as possible. We will review the matter and, where appropriate, may:

• Correct or complete the service
• Re-perform the affected service
• Provide an alternative solution
• Issue a partial refund
• Issue a full refund where legally or contractually required

Each case will be reviewed based on the services agreed, work completed and applicable UAE laws.

We encourage clients to contact Nexo Services directly before initiating a bank or card chargeback. If a payment dispute is raised, Nexo Services may provide the relevant bank or payment provider with supporting records, including invoices, agreements, communication records, application records and evidence of services already performed.

This does not limit any legal rights available to the customer.

Nexo Services may update this Refund & Cancellation Policy periodically to reflect changes in our services, operational procedures or applicable regulations. The latest version published on our website will apply from its stated effective date.