Refund and Service Policy
Last updated: 23 September 2026
This policy explains what you are paying for, what can and cannot be refunded, and what happens when an application is refused or delayed. Read it with our Terms of Service.
AL HUDHUD Documents Clearing Services, Dubai, United Arab Emirates. DET Professional Licence 1071555, licensed since 2022. Coastal Building, Office #303, 3rd Floor, 189 Al Nahda Street, Al Twar 2, Dubai. Telephone +971 4 223 6581. Email enquiry@alhudhuddcs.com.
The two kinds of money
Every job has up to two separate parts, and they behave completely differently.
1. Our service fee. What you pay us for our work: advising you, preparing and checking your file, typing and submitting the application, following it up with the authority and reporting back to you. Every fee is quoted in writing before work starts — the website shows “Quote on request” because the right figure depends on the service, the authority and your circumstances.
2. Government and third-party fees. Amounts charged by a government authority, consulate, embassy, typing centre, medical centre, translator or other third party. These are collected for them, not for us.
Government fees are non-refundable once paid
Once a government, authority, consulate or embassy fee has been paid, it is non-refundable. This applies even if:
- the application is refused
- the application is withdrawn or cancelled, by you or by the authority
- you change your mind
- your circumstances change
- you no longer need the service
That is the authority’s rule, not ours. We cannot recover it, and neither can anyone else. Where an authority does happen to operate its own refund mechanism in a particular case, we will tell you and help you use it, but we cannot promise a result.
A refusal is not a refund event. Government approvals are granted or refused entirely at the discretion of the authority. We never guarantee an outcome, and the fees paid to obtain a decision are consumed whichever way that decision goes.
Our service fee
Our fee is earned by the work we do, not by the outcome of the application.
Before we start work. If you cancel before we have begun chargeable work and before any government fee has been paid, our service fee is refundable in full.
After work has started. If you cancel once work is under way, we charge for the stage reached and refund the balance. We will tell you in writing what has been done and what the figure is.
After submission. Once a file has been submitted to an authority, our service fee for that submission has been earned and is not refundable, whatever the authority then decides.
If we get it wrong. If an application fails because of an error we made — a mistake in typing, a file submitted to the wrong place, a deadline we missed — we correct it at our own cost, and where the error cannot be corrected we refund our service fee for that piece of work. Government fees that were consumed by our error are dealt with case by case and in good faith.
If you gave us the wrong information. If an application is delayed, refused or cancelled because information or documents you gave us were incorrect, incomplete, expired or late, our service fee for the work already carried out remains payable, and government fees already paid are gone. We will tell you what your options are for trying again.
Delays
Processing times are set by the authority. Any timeframe we give you is an estimate based on what we have typically seen, not a commitment, and it is not a promise of delivery.
A delay caused by the authority — including system outages, additional checks, requests for further documents, closures and public holidays — is not grounds for a refund, because the file is with the authority and the fee has already been paid to it. We will keep following it up and keep you informed.
Resubmitting after a refusal
If an application is refused, we will go through the reasons with you and tell you honestly whether reapplying is realistic. A new application means a new government fee, set by the authority, and a new service fee, which we will quote before any further work.
We would rather tell you that a case is weak than take a fee for an application that we expect to fail.
Changes you ask for
If you change the service, the destination, the category or the company details after work has started, that is new work. We will quote it before proceeding. Any government fee already paid for the earlier version is not transferable unless the authority itself allows it.
Documents we hold
Original documents you gave us are returned to you when the work finishes or when the engagement ends, whichever is first.
How to ask for a refund
Email enquiry@alhudhuddcs.com or call +971 4 223 6581 with your name, the service and when you instructed us. We will confirm receipt, tell you in writing which parts are refundable and which are not and why, and process anything due back by the same method you paid, within a reasonable period.
If you are not happy
Tell us. Email enquiry@alhudhuddcs.com or call +971 4 223 6581 and ask for the matter to be looked at. We will review what happened and come back to you in writing.
Governing law
This policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have exclusive jurisdiction.