# Refund & Cancellation Policy
**Last Updated: 02/01/2024
At GATEWAY TRAVELS LLC, we aim to provide reliable and transparent travel and visa-related services. This Refund & Cancellation Policy explains the conditions under which payments may be cancelled, refunded, or retained for services purchased through our website, office, or other authorized channels.
By purchasing our services, you acknowledge and agree to this Refund & Cancellation Policy.
## 1. General Refund Policy
Refund eligibility depends on the type of service purchased and the terms applicable to that service.
Different services may be subject to different cancellation and refund conditions, including:
* UAE visa services
* Visa extension and renewal services
* Flight bookings
* Hotel reservations
* Holiday and travel packages
* Travel insurance
* Airport transfers
* Tours and activities
* Other travel-related services
Before confirming a booking or application, customers are advised to review the applicable charges, cancellation conditions, and refund terms.
## 2. UAE Visa Application Refunds
Visa applications are processed through the relevant immigration or government authorities and may involve government fees, application charges, service fees, and third-party costs.
### Visa Rejection
If a visa application is rejected by the relevant UAE immigration authority, **government fees and other official charges may be non-refundable**, depending on the applicable authority’s rules.
Our service or processing fee may also be non-refundable once the application has been processed or submitted.
Visa rejection does not automatically entitle the customer to a full refund.
### Visa Approval
Once a visa has been approved or issued, the fees paid for the visa service are generally **non-refundable**, unless a refund is specifically permitted by the relevant authority or agreed by [Company Name] in writing.
### Application Cancellation
If the customer requests cancellation after the application has been submitted or processing has started, any refund will be subject to the applicable government fees, third-party charges, and our service charges.
Applications cannot always be cancelled after submission.
## 3. Visa Extension and Renewal Services
Payments made for visa extension or renewal services may become non-refundable once processing has commenced.
If an application cannot be completed because of government restrictions, immigration decisions, missing documents, incorrect information, or other circumstances attributable to the applicant, the customer may not be entitled to a refund of processing or service charges.
Any government refund, where available, will be handled according to the applicable authority’s rules.
## 4. Service and Processing Fees
Our service fees cover administrative work, consultation, document processing, application preparation, communication, and other services performed on behalf of the customer.
Once work has commenced, **service and processing fees may be non-refundable**, even if the customer subsequently cancels the service or the application is rejected.
Any refundable amount will be determined based on the specific service and the stage at which cancellation is requested.
## 5. Flight Ticket Refunds
Flight tickets are subject to the fare rules and cancellation policies of the relevant airline.
Refunds, cancellations, date changes, and rebooking are subject to:
* Airline policies
* Fare conditions
* Ticket type
* Cancellation deadlines
* Airline cancellation fees
* Rebooking charges
* Fare differences
* Taxes and government charges
Where an airline permits a refund, the amount received from the airline will be processed for the customer after deduction of applicable charges and our applicable service or administrative fees.
Some promotional, discounted, non-refundable, or restricted fares may not qualify for a refund.
## 6. Flight Cancellation by Airline
If an airline cancels a flight, the customer will be subject to the airline’s applicable rebooking or refund policy.
Where the airline provides a refund, we will assist the customer in processing the refund in accordance with the airline’s procedures.
Processing times for airline refunds may vary and may depend entirely on the airline or payment provider.
## 7. Hotel Booking Refunds
Hotel bookings are subject to the cancellation and refund terms of the respective hotel or booking provider.
Depending on the booking conditions:
* Fully refundable bookings may qualify for a refund if cancelled within the permitted period.
* Partially refundable bookings may be subject to cancellation charges.
* Non-refundable bookings generally cannot be refunded.
* No-show reservations may be non-refundable.
* Early departure may not qualify for a refund.
Any refund will be processed according to the applicable hotel or booking provider’s terms.
## 8. Travel Package Cancellation
Cancellation of a holiday or travel package may involve charges from multiple suppliers, including airlines, hotels, transportation providers, tour operators, and activity providers.
The refund amount will therefore depend on the cancellation policies applicable to the individual components of the package.
Cancellation charges may include:
* Airline cancellation fees
* Hotel cancellation fees
* Tour operator charges
* Transportation cancellation fees
* Supplier charges
* Government or tax charges
* Our applicable service fees
The customer will be informed of the applicable refund or cancellation amount where reasonably possible.
## 9. Travel Insurance
Travel insurance products are subject to the terms and conditions of the relevant insurance provider.
Once an insurance policy has been issued, cancellation and refund eligibility will depend on the insurer’s policy terms.
We do not guarantee a refund for insurance premiums.
## 10. Airport Transfers and Other Services
Airport transfers, tours, excursions, activities, transportation, and other travel services are subject to the cancellation terms of the relevant service provider.
Cancellation charges may apply depending on how close the cancellation is to the scheduled service date.
Services that have already been provided are generally not refundable.
## 11. No-Show Policy
A customer who does not appear for a scheduled flight, hotel reservation, transfer, tour, appointment, or other service may be treated as a **no-show**.
No-show bookings may be non-refundable depending on the terms of the relevant service provider.
Additional charges may apply for rescheduling or rebooking.
## 12. Incorrect Information Provided by Customer
Customers are responsible for ensuring that all information submitted to us is accurate.
Refunds may not be available where a service is affected by:
* Incorrect passport information
* Incorrect name or date of birth
* Incorrect travel dates
* Incorrect contact information
* Invalid or expired documents
* Missing documents
* False or misleading information
* Failure to provide requested documents on time
* Failure to meet immigration requirements
Any additional costs resulting from incorrect information provided by the customer may be payable by the customer.
## 13. Visa Rejection Due to Customer Circumstances
A refund may not be available where a visa application is rejected or delayed due to circumstances related to the applicant, including previous immigration violations, travel restrictions, inaccurate information, incomplete documentation, or other factors determined by the relevant authority.
The final decision regarding visa approval or rejection rests with the relevant government or immigration authority.
## 14. Refund Request Procedure
To request a refund, customers should contact us using the details below and provide:
* Full name
* Booking/application reference number
* Service purchased
* Date of payment
* Reason for cancellation or refund request
* Payment details where required
**Refund Requests:**
Email: [Refund Email Address]
Phone: [Phone Number]
We may request additional documents or information before processing a refund.
## 15. Refund Processing Time
Approved refunds will generally be processed within **[7–14] business days** after approval.
However, the actual time for the funds to appear in the customer’s account may depend on:
* Bank processing times
* Credit/debit card providers
* Payment gateways
* Airlines
* Hotels
* Government authorities
* Other third-party service providers
Delays caused by third-party providers are outside our reasonable control.
## 16. Method of Refund
Where possible, approved refunds will be made using the original payment method.
If the original payment method is unavailable, we may request alternative payment information or use another mutually agreed method, subject to applicable laws and payment-provider requirements.
## 17. Non-Refundable Charges
Unless otherwise stated in writing, the following charges may be non-refundable:
* Government visa fees
* Immigration fees
* Application fees
* Visa processing fees
* Service charges after processing has commenced
* Airline penalties
* Hotel cancellation charges
* Supplier charges
* Payment gateway charges
* Bank charges
* Third-party administrative fees
* Charges for services already provided
## 18. Refunds for Duplicate Payments
If a customer accidentally makes a duplicate payment for the same service, the customer should notify us immediately.
After verification, eligible duplicate payments may be refunded after deduction of any applicable transaction or processing charges.
## 19. Fraudulent Transactions
We reserve the right to investigate payments suspected of being fraudulent, unauthorized, or made using stolen or compromised payment methods.
Refunds may be withheld while an investigation is in progress, subject to applicable law.
## 20. Changes in Government Rules
Visa requirements, immigration regulations, travel restrictions, and government fees may change without prior notice.
Where a service becomes unavailable or cannot be completed due to a change in government regulations, the refund will be determined based on the applicable government, supplier, and service terms.
## 21. Force Majeure
We shall not be liable for losses, cancellations, delays, or inability to provide services resulting from circumstances beyond our reasonable control, including:
* Government restrictions
* Immigration restrictions
* War or civil unrest
* Natural disasters
* Pandemics or public health emergencies
* Airline disruptions
* Strikes
* Severe weather
* Technical failures
* Government system failures
* Changes in laws or regulations
Any refund in such circumstances will be subject to the policies of the relevant government authority, airline, hotel, insurer, supplier, or other service provider.
## 22. Refund Approval
Submitting a refund request does not guarantee that a refund will be approved.
Each request will be reviewed according to:
1. The service purchased.
2. The stage of processing.
3. Applicable government fees.
4. Third-party cancellation policies.
5. Our service terms.
6. Applicable UAE laws and regulations.
We will communicate the refund decision to the customer after review.
## 23. Disputes
If you have any concern regarding a refund or cancellation, please contact our customer service team first so that we can attempt to resolve the matter.
Nothing in this policy is intended to remove or limit any rights available to consumers under applicable UAE law.
## 24. Amendments to This Policy
[Company Name] reserves the right to modify this Refund & Cancellation Policy from time to time.
Any updated policy will be published on this page with the revised “Last Updated” date.
## 25. Contact Us
For questions regarding cancellations, refunds, or payments, please contact:
By purchasing our services, you confirm that you have read and understood this Refund & Cancellation Policy and agree to the applicable terms.