Refunds & Cancellations.

Because you engage us at a distance, you may cancel within 14 days without giving a reason, under Cabinet Decision No. 66 of 2023. Email legal@wisermonks.com with your engagement reference.

One important limit, which UAE law expressly permits: if you asked us to begin work inside that window and we did, you pay for what was actually performed up to the moment you cancelled. If you asked us to submit an application and we submitted it, that part is complete.

• Our service fee, before work starts: Refunded in full.
• Our service fee, work in progress: Refunded pro-rata for the stages not yet performed. Our engagement letter sets out the stages, so this is a calculation rather than a negotiation.
• Government and third-party fees, not yet paid: Refunded in full, since nothing has left our hands.
• Government and third-party fees, already paid: Not refundable. Registrars, free zones, typing centres, translators and attestation offices do not refund us once a submission is lodged. We will show you the receipt for anything we have paid on your behalf.

A refusal by an authority is not a failure of our service. We are paid to prepare and submit the application properly, and approval is the authority’s decision. Our fee for the work already done stands, and the government fee is gone whether or not the answer was yes.

Where the refusal is remediable, we will quote the resubmission before doing anything. Where it is not, we will tell you plainly rather than keep billing.

If the refusal was caused by our error: a wrong form, a missed deadline, an incorrectly prepared document. We correct and resubmit at our own cost, including any repeat government fee.

We may stop an engagement if identity or source-of-funds checks cannot be completed, if we are asked to do something unlawful, or if you have given us documents that are not genuine. In the first case you are refunded everything not yet spent on your behalf; in the last two we retain fees for work done.

If we simply cannot deliver for our own reasons, you get a full refund of our fee plus anything not yet paid to a third party, with no deduction.

• Timing: Within 14 days of us agreeing the refund.
• Method: Bank transfer to the account the payment came from, in AED. We cannot redirect a refund to a different account holder. That is a fraud-prevention rule, not a preference.
• Statement: You receive an itemised statement showing our fee, each third-party payment made on your behalf, and the resulting balance. You should be able to check our arithmetic.

Raise it with legal@wisermonks.com first. We aim to resolve refund disputes within 7 working days. Your statutory rights under Federal Law No. 15 of 2020, including escalation to the Consumer Protection Department, are unaffected by anything in this policy. The escalation route is set out in our Terms of Service.