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

For business setup, freelance license & permit, and work permit and residency applications handled by Trivup.

Last updated 26 September 2026

If the initial approval is rejected

An application can be refused by the authority even when everything was filed correctly. Where that happens, two things come off the amount you paid:

• Whatever the authority and our suppliers do not give back — government fees, free zone fees, third-party charges and bank charges already incurred, deducted where they apply and supported by payment records.
• AED 1,000 — our application processing, administrative and documentation fee.

The remaining balance of the amount paid for the initial application is refunded. The refund is processed after the rejection is confirmed and our internal refund checks are complete.

This AED 1,000 deduction belongs to the initial approval stage. It does not automatically apply to the rejection, cancellation or refusal of a later visa or government application.

If a visa or residency application is refused

Visa issuance is subject to the immigration authority’s approval, a satisfactory medical examination where one is required, security clearance, valid documents and compliance with UAE immigration law. If you are found ineligible, or an application is refused, delayed or cancelled by an authority, that decision is the authority’s and not ours.

Any refund or adjustment for visa services is worked out from the rules of the authority concerned, the amounts actually paid, the services already completed, and the refund terms in your quotation.

Once work has started

Amounts paid for services already completed, government fees already paid, third-party charges and other non-refundable expenses may not be refundable. Any refund is calculated from what we received, what was completed, the deductions that apply and the charges that cannot be recovered.

If you cancel, or transfer to another provider

If you ask to cancel your package or freelance license & permit, or to transfer it to another free zone, sponsor or service provider — including any request for a No Objection Certificate — we charge a service fee for handling that request, in addition to the government, free zone and third-party fees that apply.

That service fee is not fixed in advance. We set it at the time of the request according to the work involved at that stage, and we tell you the amount before we act. Work on a cancellation, transfer or NOC starts once the applicable government fees and that service fee have been paid.

What we cannot refund

• Government and free zone fees that have already been paid to the authority on your behalf.
• Third-party charges already incurred — typing centres, medical examinations, insurance, couriers, bank charges.
• Services already completed at the point you cancel.
• Amounts a supplier or authority does not return to us.

Where a rule from an authority or a free zone decides the outcome, we will show you what it says rather than simply refuse.

How to ask for a refund

1. Email support@trivup.com with your reference — FL-1A2B3C, BS-1A2B3C or WP-1A2B3C — and what you are asking to be refunded.
2. We check what was paid, what was completed and what has been paid out on your behalf, and reply with the position and the figure.
3. If a refund is due, send us accurate bank or payment details, and any document we reasonably need to process it. A refund goes back to the person or account that paid.
4. We process approved refunds within a reasonable administrative period once those conditions are met.

Duplicate or incorrect payments

If you are charged twice for the same thing, or an amount is taken in error, tell us and we return it in full. You do not need to have an application in progress for us to put that right.

If you are not satisfied with the outcome

Ask us to look again — the complaints procedure explains how, and what we do about it. If our answer still does not settle the matter, consumers in the UAE can raise it with the Ministry of Economy’s consumer protection service, and doing so does not affect any other right you have. The full terms are on the terms and conditions page.