Refund and Cancellation Policy

1. What this covers

This Policy explains when and how money paid to METATRIA L.L.C-FZ for services ordered through metatria.com is returned. It forms part of our Terms of Service and is applied together with them, including the section "Quotes, Payments and Refunds". It covers payments made to us; it does not cover fees you pay directly to an authority, a bank or another provider. Nothing in this Policy limits your rights under the consumer protection laws of the United Arab Emirates.

2. Cancelling before work starts

You may cancel at any time before we start work. Everything you paid for our services is returned in full, less any government fee already paid to an authority on your behalf (see Section 4). We do not deduct our bank or payment-provider charges.

We treat work as started when, after your written confirmation and payment, we begin preparing your file, make a submission, or engage a third party for you.

3. Cancelling after work has started

You may cancel at any time. We return the amount paid less:

• the part of the services already rendered or in progress, calculated pro rata against the stages and their share of the price set out in your written confirmation (quote) and payment schedule;
• government and third-party fees already paid on your behalf (Section 4).

We do not deduct our bank or payment-provider charges. We send you a short written calculation showing exactly what is deducted and why, before we process the return.

4. Government and third-party fees

Government fees, free-zone charges, medical, attestation and similar third-party fees are paid at cost and are separated from our service fee in every quote and invoice. Once such a fee is paid to the authority, it is not refundable by us - it is no longer in our hands; if the authority itself returns it to us, we pass it on to you in full. Where a fee has been collected but not yet paid on, it is returned in full.

5. If our work is defective

If the service does not match what we confirmed in writing, tell us. We will correct it at our own cost within an agreed period. If the defect cannot be corrected, or we fail to correct it within that period, you are entitled to a refund of the amount paid for the defective part of the service. This is your right under the consumer protection law of the United Arab Emirates and nothing in this Policy limits it.

6. Decisions that are not ours

Approval of a visa, a licence, a bank account or any government application is the decision of the competent authority or bank. Our service is the preparation and submission of your application and the follow-up with the authority. A refusal by an authority or a bank is not a defect in our work, and the fee for work correctly performed is not refundable on that ground alone. Where a refusal is caused by our error, Section 5 applies.

7. If we decline or discontinue an engagement

Where we decline or stop an engagement - including on compliance grounds, which we may do without giving reasons - we return everything paid for work not yet performed, applying the same calculation as in Section 3, except where the anti-money-laundering or sanctions laws of the United Arab Emirates require us to delay or withhold the return of funds. In that case we act as the law requires and may not be permitted to tell you the reason.

8. How to ask for a refund

• Write to claims@metatria.com from the address you used to contact us, stating your name, the engagement reference, the amount and the reason.
• We may ask for the payment document to confirm the payer, and we complete the identity checks required of us by law before any money is returned.
• We acknowledge within 2 business days and give our decision - and, where a refund is due, send it - within 10 business days of the later of: the date we received your request, or the date we received the last document needed to process it. Business days are UAE working days (Monday to Friday).

9. How the money comes back

• A refund is made by the same method and to the same payer as the original payment. We cannot send a refund to a third party, or to a different card or account. If the original card or account has been closed, we return the money to an account in the payer's own name after the checks required by law.
• Refunds are made in the currency of the original payment. Where your bank converts, the rate is the bank's and the amount you receive may differ; that difference is outside our control.
• We make no deduction for the cost of processing the refund itself, and we do not charge a cancellation fee beyond the deductions listed in Section 3. We do not refund in cash or in virtual assets.
• Once we send the refund, the time it takes to appear depends on your bank and the payment provider: typically 5 to 10 business days for a card refund, in some cases up to 45 days. We tell you the date we sent it and the reference.

10. Chargebacks

If you dispute a payment with your bank, please tell us first - most cases are a misunderstanding we can resolve faster than a dispute. We will co-operate fully with your bank and the payment provider and will provide the documents of the engagement.

11. Complaints

If you disagree with our decision on a refund, use the complaints procedure in our Terms of Service. You may also address the Consumer Protection Department of the Ministry of Economy and Tourism of the UAE, or the competent courts of Dubai.

12. Language

This Policy is published in Arabic, English and Russian. In case of any discrepancy, the Arabic text prevails.

13. Payments that do not match a valid quote

A payment made after a quote has been withdrawn or has expired, a duplicate or excess payment, a payment in the wrong currency, or a payment from a person we have not approved in advance does not create a contract and no work starts. Unless you ask us in writing, within 5 business days, to credit the money to a new quote and we agree, we return it in full under Sections 8 and 9, subject to Section 7.