Refund and cancellation policy

What comes back, when, and the cases where nothing can.

Last updated 8 September 2026

What you are paying for

You are paying for the preparation and the submission: reading every document by hand, checking it against the requirements, asking you to replace anything that would fail, and lodging the application through official channels. That is carried out in full before the authority ever looks at it, and it cannot be undone once the application is in.

The decision itself is not ours. We do not influence it, we are not told the reason, and we cannot return work that has already been done because someone else said no.

This includes

• A permit refused by the immigration authority.
• Details supplied to us that did not match the passport.
• A passport with less than six months' validity from the arrival date.
• A change of plan, before or after submission.
• A permit that is issued but not used, or used for different dates.

Before you pay

Because the fee is not refundable, check your details before you pay rather than after. We show you every answer on the review step for exactly that reason, and we flag a passport that is too close to expiry before you are charged. If anything is unclear, ask us first — support@trivup.com or WhatsApp +971 56 800 8064. Nothing is charged until you press pay and accept these terms.

If you think we made a mistake

Tell us. Reply to any email from us with your reference and we will go through the file with you and explain exactly what was submitted and when.

Applications made before 8 September 2026

Earlier customers accepted earlier terms, under which part of the fee was returned on a refusal. Those terms are what applies to those applications — we record which version each customer accepted, and we honour the one they agreed to.

Trying again

A refusal is not always final. Call us before you reapply and we will go through the file with you first, at no charge, so a second application is not a second refusal.

Before you contact your bank

If you believe a charge is wrong, please write to us first. We hold the record of the terms you accepted, the time your application was submitted and what the authority decided, and we can almost always resolve it faster than a card dispute can.