Cancellation & Refund Policy
Cancellation & Refund Policy
For professional, corporate, government transaction and business support services.
Effective Date: 9 September 2026
Purpose: To provide customers with a clear, fair and commercially workable framework for cancellations and refunds while recognising work already performed, government/authority fees, third-party costs and mandatory rights under applicable UAE law.
Important: This policy does not exclude or restrict any non-waivable rights available to a consumer under applicable UAE law.
Table of Contents
- 1. Scope
- 2. How Your Payment Is Classified
- 3. When Processing Is Considered to Have Started
- 4. Refund Eligibility by Processing Stage
- 5. Cancellation by the Customer
- 6. Government and Authority Fees
- 7. Rejection, Delay or Change by an Authority / Third Party
- 8. Customer Ineligibility, Incorrect Information or Missing Documents
- 9. Bank Account and Other Outcome-Based Assistance
- 10. Duplicate or Incorrect Payments
- 11. Where Nexture Is Unable to Provide the Agreed Service
- 12. Summary of Common Scenarios
- 13. Refund Request Procedure
- 14. Refund Review and Processing Time
- 15. Method of Refund
- 16. Chargebacks and Payment Disputes
- 17. Abandoned or Dormant Cases
- 18. Service-Specific Terms
- 19. Consumer Rights and UAE Law
- 20. Policy Changes
- 21. Contact
- Legal Reference Note
1. Scope
This Cancellation & Refund Policy applies to services purchased from Nexture Corporate Services LLC (“Nexture”, “we”, “us” or “our”), including company formation, licensing, immigration and visa assistance, PRO and government transaction support, tax and accounting support, compliance, trademark and intellectual property assistance, bank account assistance, document processing and other professional or business support services.
Where a government authority, free zone, bank, insurer, medical provider or other third party has its own mandatory cancellation or refund rules, those rules will apply to the relevant external fee or service.
2. How Your Payment Is Classified
| Payment Component | What It Covers | Refund Principle |
|---|---|---|
| Nexture Professional / Service Fee | Consultation, assessment, document review, preparation, typing, coordination, application creation, submission, follow-up and other work performed by Nexture. | Refundability depends on the stage of work and the amount of service already performed. |
| Government / Authority Fees | Amounts payable to government departments, licensing authorities, free zones, immigration authorities, municipalities, tax authorities and similar bodies. | Subject to the rules of the relevant authority. Amounts already paid or committed are not refundable by Nexture unless recovered/refunded by that authority. |
| Third-Party Costs | Translation, attestation, courier, insurance, medical, certification, external consultant, inspection, banking/payment charges and similar external costs. | Non-refundable once incurred or committed unless the amount is recovered from the third party. |
3. When Processing Is Considered to Have Started
For refund purposes, a service is considered to have commenced once Nexture has performed any material work for the customer. This may include consultation or assessment, review of documents, preparation or typing of documents, creation of an application, name/activity or approval processing, coordination with an authority or third party, ordering an external service, payment or commitment of an external fee, submission of an application, or follow-up work.
An application does not need to have been formally submitted to a government authority for professional work to be considered commenced.
4. Refund Eligibility by Processing Stage
| Stage | Typical Position | Refund Treatment |
|---|---|---|
| 1. Before work starts | No material work performed and no external cost incurred or committed. | Normally refundable, less any actual non-recoverable payment processing or banking charges. |
| 2. Work started, not yet submitted | Consultation, review, preparation, typing or coordination has commenced. | Partial refund may be available after deducting the value of work already performed and any incurred/committed costs. |
| 3. External fee/cost committed or paid | Government, authority or third-party amount has been incurred or committed. | That amount is not refundable by Nexture unless it is recovered from the relevant entity. Any unearned portion of Nexture’s fee will be assessed separately. |
| 4. Application submitted / substantial processing completed | Application submitted or substantial professional work completed. | Nexture’s service fee for work performed is generally non-refundable. Recoverable external amounts, if any, will be handled under the relevant authority/third-party rules. |
| 5. Service completed | Agreed service has been substantially delivered or completed. | No refund for properly completed services, subject always to mandatory rights under applicable law. |
5. Cancellation by the Customer
A customer may request cancellation at any time. Cancellation does not automatically create a right to a full refund. The refundable amount, if any, will be determined based on the processing stage at the time Nexture receives the cancellation request.
General calculation: Refundable Amount = Amount Paid − value of services already performed − government/authority fees incurred or committed − third-party costs incurred or committed − other agreed non-recoverable costs.
6. Government and Authority Fees
Government and authority fees are controlled by the relevant entity and not by Nexture. Refund eligibility, deductions, administrative charges, processing time and method are therefore subject to that entity’s rules.
If an authority refunds an amount to Nexture on behalf of the customer, Nexture will return the amount actually received for the customer after deducting any lawful or agreed non-recoverable charges attributable to the transaction. Nexture is not required to advance an authority refund before Nexture has received the corresponding funds.
7. Rejection, Delay or Change by an Authority / Third Party
Nexture provides professional assistance and facilitation. Unless expressly stated in writing, Nexture does not guarantee approval, issuance, processing time or a particular decision by any government authority, free zone, bank, insurer, medical provider or other third party.
A rejection, delay, request for additional documents, regulatory change, change in eligibility criteria or third-party decision does not by itself mean that Nexture has failed to provide its service and does not automatically entitle the customer to a refund of professional fees for work already performed.
8. Customer Ineligibility, Incorrect Information or Missing Documents
The customer is responsible for providing accurate, complete and timely information and documents. Where processing is affected because information is incorrect, incomplete, misleading, expired or not provided on time, Nexture may retain fees corresponding to work already performed and costs already incurred or committed.
If the customer becomes ineligible after processing has started, or elects not to proceed after work has commenced, the refund will be assessed under the processing-stage rules in this policy.
9. Bank Account and Other Outcome-Based Assistance
For services involving banks or other independent decision-makers, Nexture’s role is limited to the scope expressly agreed with the customer. Final onboarding, account opening, credit, compliance or approval decisions remain solely with the relevant institution. Any special success-fee or refund commitment stated in a signed quotation or service agreement will take precedence for that specific service.
10. Duplicate or Incorrect Payments
Verified duplicate payments or amounts collected by Nexture in error will be refunded in full, except where the amount has already been correctly applied to another authorised transaction at the customer’s request.
11. Where Nexture Is Unable to Provide the Agreed Service
If Nexture is unable to provide the agreed service due to a failure attributable to Nexture, the customer will be offered an appropriate remedy based on the circumstances, which may include re-performance of the service, correction of the issue, or refund of the unprovided portion of the service. Where applicable law requires a greater remedy, the applicable legal requirement will prevail.
12. Summary of Common Scenarios
| Scenario | Typical Refund Position |
|---|---|
| Customer changes mind before any work starts | Normally refundable, subject to actual non-recoverable transaction charges. |
| Customer changes mind after work starts | Partial refund only to the extent fees remain unearned after deductions. |
| Application submitted to authority | Professional fee for completed work generally non-refundable. |
| Authority rejects application | No automatic refund of professional fee; external fees depend on authority rules. |
| Authority refunds a government fee | Amount actually recovered for the customer will be returned, subject to applicable deductions. |
| Customer fails to provide required documents | No refund for work performed or costs incurred/committed; unused balance, if any, may be assessed. |
| Incorrect/incomplete information supplied by customer | No refund for resulting work/cost already incurred; additional work may be separately chargeable. |
| Duplicate payment | Full refund of the verified duplicate amount. |
| Nexture error prevents delivery of agreed service | Correction, re-performance or appropriate refund depending on circumstances and applicable law. |
| Delay solely caused by authority/third party | Does not automatically create a refund right against Nexture for services already performed. |
13. Refund Request Procedure
Refund requests should be submitted through Nexture’s official customer service channel or email and should include the customer’s name/company name, invoice or receipt number, service/application reference, payment details and reason for the request. Nexture may request supporting documents reasonably required to verify the claim.
Refund eligibility is assessed based on the status of the transaction when the cancellation/refund request is received, not solely on the number of days elapsed since payment.
14. Refund Review and Processing Time
Nexture aims to review refund requests promptly. Once a refund is approved and the refundable amount is confirmed, Nexture will normally initiate the refund within 7–14 business days. Where the refund depends on recovery from a government authority or third party, processing will begin after the relevant amount is received by Nexture. Banks, card networks and payment providers may require additional time to credit the customer’s account.
15. Method of Refund
Where reasonably practicable, refunds will be made to the original payment method or original payer. Nexture may require identity, bank or payment verification before processing a refund. Refunds to a different person or account may be refused unless adequate authorisation and supporting evidence are provided.
16. Chargebacks and Payment Disputes
Customers are encouraged to contact Nexture first so that genuine billing or service concerns can be investigated promptly. Where a payment dispute or chargeback is raised, Nexture may provide the payment provider with relevant records of the transaction, service work, customer instructions, submissions, approvals and costs incurred, subject to applicable law and data-protection requirements.
17. Abandoned or Dormant Cases
Where a case cannot proceed because the customer does not provide required documents, approvals, instructions or payments, Nexture may place the case on hold or close it after reasonable follow-up. Closure does not create a refund right for services already performed or costs already incurred/committed. Any remaining unused amount will be assessed under this policy and any service-specific terms.
18. Service-Specific Terms
Certain services may carry special refund, cancellation, success-fee or government rules. Where such terms are clearly stated in a quotation, proposal, order form, invoice, engagement letter or service agreement accepted by the customer, those service-specific terms will apply together with this policy. If there is a direct conflict, mandatory UAE law will prevail.
19. Consumer Rights and UAE Law
Nothing in this policy is intended to exclude, waive or limit rights that cannot lawfully be excluded under UAE legislation. UAE Federal Law No. 15 of 2020 on Consumer Protection applies to goods and services in the UAE, including relevant e-commerce transactions. For services purchased through modern technological means, Federal Decree-Law No. 14 of 2023 provides return/refund rights in specified cases, including where services are defective, incomplete, materially contrary to their description or contractual terms, or delayed to the point that they cannot be used.
20. Policy Changes
Nexture may update this policy from time to time to reflect changes in services, operational practices or applicable laws and regulations. The version published on the website on the date of purchase will generally apply to that transaction, unless a later change is required by law or is more favourable to the customer.
21. Contact
Refund and cancellation requests should be submitted through the official contact details published on Nexture’s website. Customers should retain their invoice, receipt and service/application reference to enable efficient review.
Legal Reference Note
Key UAE references considered in preparing this policy:
- Federal Law No. 15 of 2020 on Consumer Protection, including supplier obligations regarding service defects and remedies.
- Cabinet Decision No. 66 of 2023 concerning the Executive Regulation of the Consumer Protection Law.
- Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means, including Article 7 concerning return of goods or services purchased through modern technological means.
- UAE Ministry of Economy & Tourism consumer-protection guidance and legislation portal.