Refund Policy

1. Summary

• Payments are not refundable once we have started work.
• Government, free zone, bank and other third-party fees are not refundable by us once we have paid them.
• Documents from our document builder are not refundable once generated.
• A rejected application, a refused visa or a declined bank account does not entitle you to a refund of our fee.
• Every refund is less an administration charge, VAT and payment processing charges.
• Refunds are paid only to the original payment method, and only to the person or company who paid.
• Nothing in this policy takes away any right you have under UAE consumer protection law that cannot be excluded.

2. Before you buy

Read the service description and your quote carefully, and ask us about anything you are unsure of before paying, so you know exactly what is included and what is not.

3. When work starts

Work starts as soon as we take any step on your order, usually within one business day of your payment. Steps include assigning a consultant, running identity or due diligence checks, reviewing your documents or answers, reserving a trade name, preparing or submitting an application, booking an appointment with an authority or bank, and scheduling a consultation.

4. If you cancel

• Before work starts: we refund what you paid, less an administration charge, VAT and payment processing charges. If you prefer, we can keep the full amount as credit towards another service, valid for 12 months.
• After work starts: your payment is not refundable. At our discretion, we may offer credit for the part of our fee that covers work not yet done.
• Consultations: you can reschedule free of charge if you tell us at least 24 hours before. If you cancel later than that or do not attend, the fee is not refundable.
• Monthly and annual services (such as accounting, bookkeeping and ongoing legal support): cancel by giving us 30 days' written notice before your next billing date. We do not refund the current period or part of a period, and fees for work already done remain payable.

5. What is not refundable

• Documents from our document builder. They are generated instantly from your answers, so once a document is generated or available to download, it has been delivered. If a technical fault stops you downloading it, we will fix the fault or generate the document again.
• Consultations and advice that have already taken place.
• Government, free zone, bank and other third-party fees once we have paid them, because they have been paid to those organisations. If an authority refunds any of its fee to us, we pass it on to you, less any charges it deducts.
• Our fee when an authority or bank says no. Our fee pays for our work, not for a particular outcome, so it is not refundable if an application is rejected, a visa is refused or a bank declines an account, unless your quote expressly says otherwise.
• Services we have delivered in full.

6. If we cancel

We may cancel an order at any stage, as section 6 of our Terms of Service explains. What happens to your payment depends on the reason.

For a reason connected with you

This includes identity or compliance checks that are not completed or not satisfactory, false or misleading information or documents, suspected unlawful activity, sanctions, late or disputed payment, abusive behaviour and breaking our terms. We keep payment for the work done up to the cancellation, including the checks we carried out, and any third-party fees already paid. We refund any remaining balance, less an administration charge, VAT and payment processing charges, unless the law requires us to withhold it.

For a reason of our own

If we cancel for a reason not connected with you, for example because we can no longer provide the service, or if we fail to deliver a service we accepted, we refund the part of our fee that covers work not yet done, and any third-party fees we have not yet paid, less an administration charge, VAT and payment processing charges.

When the law applies

If the law requires us to freeze or withhold funds, or to report a matter to the authorities, we will do so. We cannot then refund the funds until the law allows, and we may not be able to tell you why.

7. If you stop responding

If you do not reply to us, or do not give us what we need, for 60 days, we may close your file after telling you by email. The fees you have paid are then treated as earned and are not refundable. Government approvals and fees may expire in the meantime; if you want to restart later, you may need to pay them again, and we will give you a new quote for our work.

8. If you are not happy with the result

Tell us within 14 days of delivery. Where a deliverable does not match what we agreed, we may, at our discretion, revise documents within the agreed scope, give you additional consultation time, or offer credit towards a future service.

9. How refunds are paid

• Only to the original payment method: card payments go back to the same card, and bank transfers go back to an account in the name of the person or company who paid.
• In UAE dirhams (AED), for the amount we received. We are not responsible for exchange rate differences or charges your bank applies.
• An administration charge, VAT, and payment processing and bank charges are deducted from every refund, including when we cancel.
• We never refund in cash, or to anyone other than the person or company who paid.
• We start an approved refund within 7 business days. Your bank may take a further 5 to 10 business days to show it.

10. Payment disputes and chargebacks

Please contact us before disputing a payment with your bank or card issuer; we can usually sort it out faster. If you dispute a payment for a service we delivered, or one you cancelled after work started, we will give your bank evidence of the work and of your agreement to our terms. While a dispute is open, we may pause all work on your orders and your account. Where the law allows, we may recover the fees and costs a dispute causes us.

11. How to ask for a refund

• Email contact@rilaih.com within 30 days of the event your request relates to, with your order or enquiry reference, the reason for your request and any supporting evidence.
• We review every request and reply with our decision within 14 business days.
• Making a request does not guarantee a refund. We decide each request under this policy.

12. Contact us

For questions about this policy, email contact@rilaih.com or WhatsApp +971 50 481 7082.