OKI DOKI PRO SOLUTIONS — FZCO REFUND POLICY


Effective Date: 1 January 2025 Governing Law: United Arab Emirates Last Updated: March 2026 Company: Oki Doki PRO Solutions — FZCO Trade License: 72623 Address: Dubai Digital Park, Building A1, Nadd Hessa, Dubai Silicon Oasis, Dubai, UAE Email: info@oki-doki.ae Website: oki-doki.ae -------------------------------------------------------------------------------- INTRODUCTION This Refund Policy governs all fee arrangements between Oki Doki PRO Solutions — FZCO ("the Company") and its clients ("the Client") for visa application preparation, documentation, and advisory services. By engaging our services and making payment, the Client acknowledges and agrees to the terms set out in this policy. -------------------------------------------------------------------------------- 1. GENERAL PRINCIPLE — NON-REFUNDABLE FEES All service fees charged by the Company are payable in advance and are NON-REFUNDABLE once services have commenced. This applies to all visa categories and service tiers, including but not limited to: - Schengen Visa (Standard and Urgent) - UK Visa (Visitor, Student, Urgent, Business, Medical, Transit) - USA Visa (B1/B2, F1 Student, Medical, C1 Transit, Renewal, Urgent) - Australia, Canada, Japan, Singapore, China, New Zealand, Cyprus, South Africa - Any other visa category or country handled by the Company Why are fees non-refundable? Our team assigns a dedicated case manager, prepares documentation, drafts supporting letters, sources appointments, and liaises with embassies and visa centres from the moment your case is opened. This work begins immediately upon receipt of payment and is not recoverable regardless of outcome. -------------------------------------------------------------------------------- 2. SITUATIONS WHERE NO REFUND IS ISSUED The following situations do not qualify for a refund under any circumstances: a) Visa denial or refusal by an embassy, consulate, or immigration authority. The Company provides preparation and support only. Decisions rest solely with the issuing authority. b) Client withdrawal or change of travel plans. Services were rendered in good faith. The Company has already performed work on behalf of the Client. c) Changes in embassy, consulate, or government procedures or requirements. The Company cannot control policy changes made by foreign governments or immigration bodies. d) Appointment successfully booked, regardless of whether the Client attends. The core deliverable has been completed. Appointment attendance is the Client's obligation. e) Delays caused by the Client (e.g., late document submission, non-response). The Client is responsible for timely cooperation. f) Missed biometric or interview appointments. Personal attendance is the Client's responsibility. The Company cannot attend on behalf of the Client. g) Government-side processing delays. Processing timelines are set by the relevant authority, not the Company. h) Force majeure events (see Section 7). IMPORTANT — URGENT & EXPEDITED SERVICES: Clients who engage urgent or expedited visa services explicitly acknowledge a heightened risk of refusal or delay and waive any right to a refund for adverse outcomes attributable to urgency or time pressure. Urgent fees are fully non-refundable once the case has been opened. -------------------------------------------------------------------------------- 3. CIRCUMSTANCES WHERE A REFUND MAY BE CONSIDERED The Company will consider a partial or full refund of its own service fees (excluding government fees and third-party costs already incurred) ONLY in the following limited circumstances: a) The Company fails to submit the visa application as agreed in the signed Service Agreement, due to an error attributable solely to the Company — and this failure is not cured within a reasonable time. b) The Company fails to book any appointment within the agreed timeframe stated in Schedule A, for reasons entirely within the Company's control. In such cases, the Client must submit a written refund request (see Section 5). The Company will review the claim within its standard resolution timeline and process any approved refund within 7–21 business days. Any refund approved will be net of administrative costs and any third-party expenses already incurred on the Client's behalf (including but not limited to embassy fees, VFS/BLS charges, courier costs, translation fees, and travel insurance premiums). -------------------------------------------------------------------------------- 4. GOVERNMENT, EMBASSY & THIRD-PARTY FEES The Company's service fees do not include: - Consulate or embassy visa application fees - VFS Global, BLS International, or other visa centre service charges - Biometric fees - Immigration health surcharges (e.g., UK NHS surcharge) - ESTA, ETA, K-ETA, or similar electronic authorisation fees - Any other government, consular, or third-party fee These fees are paid directly by the Client and are entirely non-refundable by the Company. For government fee refunds, the Client must contact the relevant authority directly. -------------------------------------------------------------------------------- 5. HOW TO REQUEST A REFUND To initiate a refund claim, the Client must: 1. Send a written request to: info@oki-doki.ae Subject line: "Refund Request — [Full Name] — [Visa Type]" 2. Include: full name, passport number, visa category, date of payment, and a clear description of the grounds for the refund. 3. Attach any supporting documentation (e.g., relevant correspondence, payment receipts). The Company will acknowledge receipt within 3 business days and issue a decision within 10 business days. If approved, the refund will be processed within 7–21 business days via the original payment method (or by agreed alternative where applicable). -------------------------------------------------------------------------------- 6. APPOINTMENT RESCHEDULING If a Client misses a booked appointment for any reason (illness, travel, personal circumstance, or otherwise), no refund is available. The Client may request a new appointment subject to: - Payment of the prevailing rescheduling fee - Availability of new appointment slots at the relevant visa application centre - Compliance with the validity period of any already-prepared documentation The Company cannot guarantee the availability of new appointment slots and bears no responsibility for delays arising from rescheduling. -------------------------------------------------------------------------------- 7. FORCE MAJEURE The Company is not liable for any failure or delay in providing services that results from events outside its reasonable control, including but not limited to: - Consulate or embassy closures, system outages, or public holidays - Changes in immigration laws, visa policies, or diplomatic relations - Natural disasters, pandemics, or health emergencies - Political events, national emergencies, or civil unrest - Technical failures affecting government platforms (e.g., UKVI portal, DS-160, ImmiAccount) No refund will be issued in force majeure circumstances. The Company will make reasonable efforts to resume services as soon as conditions permit. -------------------------------------------------------------------------------- 8. CHARGEBACKS & PAYMENT DISPUTES The Client agrees to contact the Company directly at info@oki-doki.ae to resolve any billing concern before initiating a chargeback or payment dispute with their bank or card provider. Unjustified chargebacks initiated after services have been rendered may be contested by the Company. The Company reserves all rights under UAE law, including the right to pursue recovery of fees and associated costs. -------------------------------------------------------------------------------- 9. AMENDMENTS TO THIS POLICY The Company reserves the right to amend this Refund Policy at any time. Updates will be published on our website at oki-doki.ae and take effect on the date of publication. The version in effect at the time of payment governs the Client's engagement. -------------------------------------------------------------------------------- 10. GOVERNING LAW This Refund Policy is governed by the laws of the United Arab Emirates. Any disputes arising from or relating to this policy shall be resolved by binding arbitration in Dubai under the rules of the Dubai International Arbitration Centre (DIAC). -------------------------------------------------------------------------------- CONTACT Oki Doki PRO Solutions — FZCO Dubai Digital Park, Building A1, Nadd Hessa, Dubai Silicon Oasis, Dubai, UAE Trade License: 72623 Email: info@oki-doki.ae Website: oki-doki.ae For refund enquiries, email with subject: "Refund Request — [Your Name] — [Visa Type]" ================================================================================ © 2025–2026 Oki Doki PRO Solutions — FZCO. All rights reserved. This document constitutes the official Refund Policy of the Company and supersedes all prior versions. ================================================================================