Refunds and cancellations
Last updated 2026-10-29
You can cancel a request at any time. What is refunded depends on how far the work has gone, as the UAE consumer protection rules require: you never pay for work that was not done.
Before we submit
- If you cancel before your application is submitted to the authority, we refund everything you paid. Where our team has already done part of the work (documents checked, forms prepared), we may keep a proportionate part of the service fee and tell you the amount before the refund; government fees not yet paid to an authority are refunded in full.
After we submit
- Government and third-party fees already paid to an authority follow that authority's own refund rules; most are not refundable. We help you request any refund the authority allows and pass it on to you in full.
- Our service fee is not refunded once the application has been submitted, because the work has been done.
If the service was not provided or was incomplete
- If we did not provide the service, or provided it incompletely or with a defect that is ours, you may choose between a full refund, a partial refund in proportion to what was done, or having the service done again at no new service fee.
- If the authority rejects the application because of our mistake, we prepare and submit it again without a new service fee. If the rejection is caused by the authority's rules or by documents or information you gave, the service fee is not refunded.
How refunds are paid
- A refund is paid by the method you paid with (cash at our office or bank transfer to the account you name), normally within 14 working days of agreeing it, and a credit note is issued against the paid invoice.
- Ask at +971 50 841 0555 or WhatsApp +971 50 841 0555, or email mariogroupdxb@gmail.com, with your case reference. If we do not agree, the complaints page tells you where to turn.