Refund & Cancellation Policy

Effective date: 19 August 2026

1. Processing-start definition

Payment alone does not mean processing has started. An application is first Paid / Ready for Processing. Processing starts only after payment is confirmed, required information/documents are complete, and UID Smart Services actually begins review or processing. The transition is recorded as Processing Started.

2. Refund calculation principle

Where a refund is permitted, the net refund need not equal the original payment if UID Smart Services has already incurred legitimate non-refundable transaction costs. Deductions may include actual non-refundable payment-processing costs, actual refund-processing costs, actual government, administrative and supplier charges already incurred and genuinely non-refundable to UID Smart Services, plus another properly disclosed transaction-related cost or approved contractual deduction permitted by applicable law. No arbitrary, undisclosed, open-ended or punitive refund fee is imposed.

3. Before processing starts

If you cancel after payment but before Processing Started, you may request a refund. The entire service fee is not automatically treated as earned before processing begins. The eligible refund may nevertheless be reduced by actual, disclosed and legally permissible non-refundable transaction, payment, refund, government, administrative or supplier costs already incurred.

4. After processing starts

Once UID Smart Services actually begins processing, its service fee becomes non-refundable to the extent permitted by applicable law because the service has begun. Any otherwise eligible amount may also be adjusted for actual permitted authority, supplier or transaction costs.

5. Government and supplier charges

Amounts actually paid to an authority or supplier are subject to that provider's refund rules. UID Smart Services cannot guarantee recovery of an amount genuinely non-refundable to it. Unincurred fees are not treated as non-refundable costs.

6. Transparent calculation and communication

Where deductions apply, UID Smart Services will clearly communicate the original amount paid, eligible refund amount, each deduction and its reason, the final net refund, the refund method, and applicable processing or banking expectations. The calculation will distinguish the original payment, eligible refund, non-refundable authority and supplier costs, payment or refund processing costs, any other approved deduction, and the net refund. Actual values depend on the transaction and costs; no example amount is hardcoded.

7. Duplicate, incorrect and failed payments

A confirmed duplicate payment or an amount captured incorrectly because of a UID Smart Services or payment-system error will be refunded appropriately without a discretionary administrative penalty. Only unavoidable payment-provider costs may be treated according to applicable law and this Policy where legitimately applicable. A failed Stripe payment that was not captured does not require a refund.

8. Security deposits

A refundable security deposit is a liability or guarantee, not a service fee. Ordinary refund-processing fees are not automatically deducted merely because a deposit is released. Deductions are limited to actual documented costs, liabilities caused by an applicant or customer breach, or other agreed and legally permitted liabilities under the approved Security Deposit policy. If no valid deductible liability exists, the deposit is returned in full, subject only to unavoidable legally permissible payment or banking treatment where applicable.

9. Visa refusal and customer information

Visa refusal does not automatically create a refund entitlement because UID Smart Services supplies application/processing services and does not decide or guarantee approval. Incorrect, incomplete or invalid customer information does not automatically create a refund entitlement.

10. UID Smart Services error

If a material UID Smart Services error prevents delivery of the agreed Service, an appropriate full or partial refund or other remedy may be considered according to the circumstances and applicable mandatory rights.

11. Requests and method

Send the application reference to info@uidsmartservices.ae. Approved refunds are normally returned to the original payment method where practical and permitted.

12. Mandatory rights

Nothing in this Policy excludes consumer or other rights that cannot lawfully be excluded.