1. Introduction

This Refund & Cancellation Policy ("Policy") sets out the terms and conditions under which Zenway International FZ-LLC, operating under the brand name ZenVisa International ("Company," "we," "us," or "our"), provides refunds and accepts cancellations for services offered through our website at https://www.zenvisa.net (the "Website") and related service engagements (collectively, the "Services").

This Policy forms an integral part of our Terms of Use and is incorporated therein by reference. By engaging our Services, you acknowledge that you have read, understood, and agree to be bound by this Policy. If you do not agree with this Policy, you must not engage our Services.

This Policy is designed to be fair, transparent, and compliant with all applicable consumer protection laws. Nothing in this Policy shall be construed to exclude or limit any mandatory consumer rights granted to you under Applicable Law.

2. Company Identity

The entity responsible for the Services and this Policy is:

3. Scope of this Policy

This Policy applies to all refund and cancellation requests relating to Services provided by the Company, including but not limited to: business setup and company formation services; UAE residency and visa assistance; document preparation, translation, and clearing services; government liaison and administrative consulting; business documentation and attestation services; corporate restructuring and amendment services; and business events management.

This Policy does not apply to services provided by third parties unless the Company has explicitly agreed to manage refunds on their behalf. Separate refund terms may apply to web media design and management services, which are governed by individual service agreements.

4. Definitions

"Applicable Law": means all laws, regulations, and regulatory requirements applicable to the Services and this Policy, including UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection, UAE Civil Transactions Law, UAE Commercial Transactions Law, UAE Electronic Transactions Law, and all regulations issued by RAKEZ.

"Business Day": means any day other than Friday, Saturday, or any official public holiday in the United Arab Emirates.

"Company": means Zenway International FZ-LLC, operating under the brand name ZenVisa International.

"Customer": means any natural person or legal entity that engages the Company's Services, including applicants, representatives, agents, and authorized signatories.

"Engagement Date": means the date on which the Customer accepts a service quotation, signs an engagement letter, or makes an initial payment for Services, whichever occurs first.

"Government Authority": means any federal, emirate, or local governmental, regulatory, or administrative body of the UAE, including but not limited to GDRFA, ICA, MOHRE, DED, RAKEZ, and the Ministry of Foreign Affairs.

"Government Fees": means all fees, charges, levies, and administrative costs imposed by Government Authorities in connection with the processing of applications, permits, licenses, visas, or other government documents.

"Service Fees": means the fees charged by the Company for its professional services, excluding Government Fees and Third-Party Charges.

"Third-Party Charges": means all fees, costs, and disbursements paid or payable by the Company to third parties on behalf of the Customer, including but not limited to translation fees, attestation fees, courier charges, and bank charges.

"Working Hours": means 9:00 AM to 6:00 PM UAE time, Sunday through Thursday.

5. Nature of the Company's Services

The Company provides administrative support, document preparation, document clearing assistance, translation services, and related business services. The Company is not a Government Authority and does not have the power to issue, approve, or guarantee any visa, permit, license, residency, or other government document.

The Company's role is strictly limited to assisting Customers with the administrative aspects of their applications and submissions. All decisions regarding the approval, rejection, issuance, or denial of visas, permits, licenses, and other government documents are made solely by the relevant Government Authority in its absolute discretion.

The Company does not provide immigration advice, legal advice, tax advice, or financial advice. The Company does not guarantee the outcome of any application, petition, or submission to any Government Authority.

6. General Refund Principles

The following general principles apply to all refund requests:

• Refunds are granted at the Company's sole discretion unless a refund is mandated by Applicable Law.

• No refund shall be granted for Government Fees, administrative charges, or Third-Party Charges that have already been paid to the relevant authority or third party, unless the relevant authority or third party itself issues a refund.

• No refund shall be granted for Services that have been fully performed or substantially completed.

• No refund shall be granted where work has been delayed or prevented due to the Customer's failure to provide required information, documents, or instructions.

• No refund shall be granted where an application or submission is rejected by a Government Authority due to factors beyond the Company's control.

• Refunds, where granted, shall be limited to Service Fees actually paid by the Customer, less any applicable administrative charges, bank fees, and costs already incurred.

• The Company reserves the right to modify, suspend, or discontinue any refund program at any time without prior notice.

7. Eligibility for Refunds

A Customer may be eligible for a refund in the following circumstances:

• The Company has received payment but has not commenced any work on the engagement, and the Customer cancels within the cooling-off period specified in Clause 21;

• The Customer has made a duplicate payment for the same service;

• The Company has determined, in its sole discretion, that an exceptional refund is warranted under Clause 41;

• The Customer is entitled to a refund under Applicable Law, including mandatory consumer protection rights;

• The Company has agreed in writing to provide a refund as part of a specific service package or promotion.

Eligibility for a refund does not guarantee that a refund will be granted. All refund requests are subject to review and approval by the Company in accordance with this Policy.

8. Non-Refundable Services

The following services and charges are non-refundable under all circumstances, except where a refund is mandated by Applicable Law:

• Services that have been fully performed or substantially completed;

• Government Fees paid to any Government Authority;

• Visa application fees, entry permit fees, and residency permit fees;

• Immigration-related fees of any kind;

• Third-Party Charges, including translation fees, attestation fees, legalisation fees, courier charges, and bank charges;

• Payment processing fees charged by banks or payment processors;

• Consultation fees and assessment fees;

• Rush processing fees and expedited service fees;

• No-show fees and missed appointment fees;

• Fees for services rendered under promotional offers or discounted packages where the promotional terms specify non-refundability.

9. Government Fees

Government Fees are fees charged by Government Authorities for the processing, issuance, or approval of applications, permits, licenses, visas, and other government documents. These fees are set by the relevant Government Authority and are subject to change at any time without notice.

Government Fees are non-refundable under all circumstances once paid to the relevant Government Authority. The Company acts merely as a collection agent for Government Fees and has no authority to request or obtain refunds from Government Authorities on behalf of Customers.

If a Government Authority refunds a fee directly to the Company, the Company will remit such refund to the Customer within thirty (30) Business Days, less any applicable bank charges and administrative fees.

The Company shall not be liable for any changes in Government Fees that occur after a quotation has been issued but before payment has been made.

10. Visa Fees

Visa fees include all fees associated with the application, processing, issuance, renewal, or cancellation of visas, entry permits, and residency permits. This includes application fees, typing fees, medical examination fees, Emirates ID fees, and any other visa-related charges.

Visa fees are non-refundable once the application has been submitted to the relevant Government Authority, regardless of whether the visa is approved, rejected, delayed, or withdrawn.

If a visa application is rejected by a Government Authority, the Customer may request a refund of Service Fees only, subject to the terms of this Policy. Government Fees and Third-Party Charges remain non-refundable.

The Company does not guarantee visa approval. Payment of visa fees does not create any entitlement to visa issuance.

11. Immigration Fees

Immigration fees include all fees associated with immigration-related services, including but not limited to: residency permit applications, labor card processing, medical fitness tests, Emirates ID registration, visa stamping, visa cancellation, and immigration file opening.

Immigration fees are non-refundable once paid to the relevant Government Authority or service provider. The Company has no control over immigration decisions and cannot influence the outcome of any immigration application.

Rejection of an immigration application by a Government Authority does not automatically entitle the Customer to a refund of Service Fees. Each case is assessed individually in accordance with this Policy.

12. Third-Party Charges

Third-Party Charges are costs incurred by the Company on behalf of the Customer to third-party service providers. These charges are paid in advance or as incurred and cannot be recovered once the third-party service has been rendered.

Third-Party Charges include but are not limited to:

• Translation fees charged by certified translators;

• Attestation and legalisation fees charged by notaries, embassies, consulates, and the Ministry of Foreign Affairs;

• Courier and shipping fees charged by postal and logistics providers;

• Bank charges, wire transfer fees, and currency conversion fees;

• Fees charged by medical testing centers, insurance providers, and other service providers.

Third-Party Charges are non-refundable once the relevant third-party service has been rendered, even if the underlying application is rejected, delayed, or withdrawn.

13. Translation Fees

Translation fees are charged for the translation of documents from one language to another. Translation services are provided by certified translators engaged by the Company.

Translation fees are non-refundable once the translation work has commenced. If a Customer cancels a translation request before work has begun, a refund of the translation fee may be granted at the Company's discretion, less any applicable administrative charges.

The Company does not guarantee that translated documents will be accepted by Government Authorities or other recipients. Acceptance of translations is at the sole discretion of the receiving authority.

14. Legalization and Attestation Fees

Legalization and attestation fees are charged for the authentication, notarization, certification, and attestation of documents by authorized bodies, including notaries public, embassies, consulates, the Ministry of Foreign Affairs, and the Ministry of Justice.

Legalization and attestation fees are non-refundable once the documents have been submitted to the relevant authority for processing. If documents are rejected by the attesting authority due to errors or deficiencies in the original documents provided by the Customer, the Customer must pay additional fees for re-attestation.

15. Courier and Shipping Fees

Courier and shipping fees are charged for the physical delivery of documents to and from Government Authorities, embassies, consulates, and other destinations. Courier fees are based on the destination, weight, urgency, and service level selected.

Courier and shipping fees are non-refundable once the shipment has been dispatched. If a shipment is lost, damaged, or delayed by the courier service provider, the Customer's recourse is against the courier service provider directly, subject to the courier's terms and conditions.

The Company is not responsible for delays, losses, or damages caused by courier service providers unless such delays, losses, or damages are directly caused by the Company's gross negligence or willful misconduct.

16. Bank Charges

Bank charges include all fees imposed by banks and financial institutions in connection with the processing of payments, including wire transfer fees, intermediary bank fees, currency conversion fees, and processing charges.

Bank charges are non-refundable. The Customer is responsible for all bank charges associated with the payment of Service Fees, Government Fees, and Third-Party Charges. Where the Company is required to bear bank charges for refund transfers, such charges will be deducted from the refund amount.

17. Payment Processing Fees

Payment processing fees are fees charged by payment processors, credit card companies, and online payment platforms for processing transactions. These fees typically range from two percent (2%) to five percent (5%) of the transaction amount.

Payment processing fees are non-refundable. When a refund is granted, the payment processing fee associated with the original transaction will be deducted from the refund amount. The Customer acknowledges that the Company does not retain payment processing fees and that such fees are retained by the payment processor.

18. Cryptocurrency Payments

Where the Company accepts payments in cryptocurrency, the following terms apply:

• The cryptocurrency payment is deemed received at the exchange rate applicable at the time the transaction is confirmed on the blockchain;

• The Customer bears all blockchain network fees (gas fees, mining fees) associated with the transaction;

• Refunds of cryptocurrency payments will be made in the same cryptocurrency at the exchange rate applicable at the time of the original transaction, or in fiat currency at the Company's discretion;

• The Customer bears the risk of cryptocurrency price fluctuations between the time of payment and the time of refund;

• The Company is not responsible for losses resulting from cryptocurrency wallet errors, incorrect addresses, or blockchain network failures.

Cryptocurrency refunds are subject to the same eligibility criteria and deductions as other payment methods.

19. Partial Refunds

Partial refunds may be granted where only a portion of the Services has been performed or where only certain components of the engagement are eligible for refund. The amount of a partial refund is calculated based on the proportion of Services not yet performed, less any applicable deductions.

Deductions from partial refunds include:

• Government Fees already paid to Government Authorities;

• Third-Party Charges already incurred;

• Payment processing fees;

• A reasonable administrative processing fee of up to fifteen percent (15%) of the Service Fees;

• Bank charges associated with the refund transfer.

The Company's determination of the proportion of Services performed is final and binding, subject only to mandatory consumer rights under Applicable Law.

20. Full Refunds

Full refunds of Service Fees may be granted only in the following circumstances:

• The Customer cancels the engagement before the Company has commenced any work, in accordance with Clause 21;

• The Company is unable to provide the Services due to reasons attributable solely to the Company;

• The Customer has made a duplicate payment and the duplicate is confirmed by the Company;

• The Company has determined, in its sole discretion, that exceptional circumstances warrant a full refund under Clause 41;

• A full refund is required by Applicable Law.

Full refunds exclude Government Fees, Third-Party Charges, payment processing fees, and bank charges, which remain non-refundable.

21. Cancellation Before Work Begins

A Customer may cancel an engagement before the Company has commenced any work by providing written notice to legal@zenvisa.net. Work is deemed to have commenced when the Company has performed any of the following actions:

• Assigned personnel to the engagement;

• Ordered or commenced any document preparation;

• Initiated any communication with Government Authorities or third parties;

• Incurred any costs or expenses on behalf of the Customer;

• Conducted any research, assessment, or consultation related to the engagement.

If cancellation occurs before work has commenced, the Company will refund Service Fees within thirty (30) Business Days, less a reasonable administrative processing fee of up to ten percent (10%) of the Service Fees and any payment processing fees.

22. Cancellation After Work Has Started

If a Customer cancels an engagement after the Company has commenced work but before submission to Government Authorities, the following applies:

• The Customer remains liable for all Service Fees attributable to work already completed;

• The Customer remains liable for all Government Fees and Third-Party Charges already paid or committed;

• A refund may be granted for the portion of Service Fees attributable to work not yet performed, at the Company's discretion;

• An administrative processing fee of up to fifteen percent (15%) of the total Service Fees will be deducted from any refund.

The Company will provide a breakdown of completed and uncompleted work upon request. The Company's determination of work completion is final, subject to mandatory consumer rights.

23. Cancellation After Submission to Government Authorities

If a Customer cancels an engagement after documents or applications have been submitted to Government Authorities, no refund of Service Fees, Government Fees, or Third-Party Charges will be granted, except where mandated by Applicable Law.

The Company is not responsible for delays, rejections, or outcomes resulting from Government Authority processing. Once an application has been submitted, the Customer's recourse is with the Government Authority directly.

Additional fees may apply if the Customer requests the withdrawal of an application that has already been submitted to a Government Authority.

24. Customer Withdrawal

A Customer may withdraw from an engagement at any time by providing written notice to legal@zenvisa.net. Withdrawal does not automatically entitle the Customer to a refund.

Upon withdrawal, the Customer remains liable for:

• All Service Fees for work already performed;

• All Government Fees already paid to Government Authorities;

• All Third-Party Charges already incurred;

• Any costs incurred by the Company in connection with the winding down of the engagement.

The Company will provide a final account of all fees and charges within ten (10) Business Days of receiving notice of withdrawal. Any overpayment by the Customer may be refunded at the Company's discretion.

25. Rejected Applications by Government Authorities

Rejection of an application, petition, or submission by a Government Authority does not automatically create a right to a refund. Government Authorities reject applications for various reasons, many of which are beyond the Company's control, including incomplete documentation, failure to meet eligibility criteria, security concerns, policy changes, and discretionary decisions.

Where an application is rejected due to errors, omissions, or deficiencies in the work performed by the Company, the Company may, at its sole discretion, offer a partial refund, credit, or complimentary re-application service.

Where an application is rejected due to reasons attributable to the Customer (such as providing false information, incomplete documents, or failure to meet eligibility criteria), no refund will be granted.

The Company has no control over and no influence upon decisions made by Government Authorities. The Company does not guarantee the approval of any application.

26. Delays Caused by Government Authorities

Government Authorities may experience delays in processing applications due to high volumes, system outages, policy changes, public holidays, or other operational factors. Such delays do not entitle the Customer to a refund.

The Company will use commercially reasonable efforts to monitor the status of applications and to communicate updates to the Customer. However, the Company is not responsible for delays caused by Government Authorities and disclaims any liability for losses resulting from such delays.

Where a delay is excessive (exceeding six (6) months beyond the standard processing time), the Customer may request a review of the engagement. The Company may, at its discretion, offer a credit or partial refund for the uncompleted portion of Services.

27. Incorrect Information Provided by the Customer

The Customer is solely responsible for ensuring that all information, documents, and materials provided to the Company are accurate, complete, authentic, and lawfully obtained.

Where an application is rejected, delayed, or adversely affected by incorrect, incomplete, false, misleading, or fraudulent information provided by the Customer, no refund of any kind will be granted. The Customer remains fully liable for all fees and charges incurred.

Where the Company discovers that the Customer has provided false or fraudulent information after a refund has been granted, the Company reserves the right to recover the refunded amount through legal proceedings.

28. Failure to Provide Required Documents

The Customer must provide all required documents, information, and instructions within the timeframe specified by the Company. Failure to provide required documents may result in delays, additional fees, or termination of the engagement.

Where a Customer fails to provide required documents within thirty (30) days of the Engagement Date (or such other period as specified in the service agreement), the Company may:

• Suspend work on the engagement until the required documents are received;

• Charge a hold fee for each month the engagement remains suspended;

• Terminate the engagement and retain all fees paid;

• Decline to process any refund request.

No refund will be granted where work is delayed or prevented due to the Customer's failure to provide required documents.

29. Missed Deadlines

The Company will specify deadlines for the submission of documents, approval of drafts, and other Customer actions. If the Customer misses a deadline, the Company may:

• Reschedule the work at the next available slot;

• Charge a rescheduling fee;

• Extend the estimated completion date accordingly;

• Terminate the engagement if the delay exceeds thirty (30) days.

Missed deadlines by the Customer do not entitle the Customer to a refund. The Company is not responsible for any adverse consequences resulting from the Customer's failure to meet deadlines.

30. Duplicate Payments

If a Customer makes a duplicate payment for the same service, the Company will refund the duplicate amount within fifteen (15) Business Days of the Customer's written request, provided the duplicate payment is verified by the Company's accounting records.

The Customer must provide evidence of the duplicate payment, including transaction references, dates, and amounts. Refunds of duplicate payments are subject to deduction of applicable bank charges and payment processing fees.

31. Chargebacks

A chargeback occurs when a Customer disputes a transaction with their bank or credit card issuer and requests a reversal of the payment. The Company views chargebacks as a last resort and strongly encourages Customers to contact the Company directly to resolve any payment disputes before initiating a chargeback.

If a Customer initiates a chargeback without first attempting to resolve the matter with the Company:

• The Company reserves the right to suspend all Services to the Customer pending resolution of the dispute;

• The Customer will be liable for all chargeback fees, administrative costs, and legal expenses incurred by the Company;

• The Company may report the chargeback to credit reference agencies and industry databases;

• The Company reserves the right to refuse future Services to the Customer.

If a chargeback is initiated for a transaction that is not eligible for refund under this Policy, the Company will provide evidence to the bank or card issuer to contest the chargeback. The Customer remains liable for the original amount plus all associated costs.

32. Fraudulent Payments

The Company reserves the right to withhold refunds and to report fraudulent payments to law enforcement authorities, financial institutions, and regulatory bodies. Fraudulent payments include but are not limited to:

• Payments made using stolen credit cards or bank accounts;

• Payments made using false or forged documents;

• Payments made by persons not authorized to use the payment method;

• Payments made for the purpose of money laundering, terrorism financing, or other illegal activities.

Where a payment is determined to be fraudulent, no refund will be granted. The Company will cooperate fully with law enforcement and regulatory authorities in the investigation of fraudulent payments.

33. AML/KYC Related Refund Restrictions

The Company is required to comply with anti-money laundering (AML) and know-your-customer (KYC) obligations under UAE Federal Decree-Law No. 20 of 2018 on Anti-Money Laundering and Combating the Financing of Terrorism and related regulations.

Where a Customer fails to provide requested AML/KYC documentation, or where the Company determines that providing Services would violate AML/KYC requirements:

• The Company may suspend or terminate the engagement immediately and without notice;

• No refund will be granted where Services are refused or terminated due to AML/KYC concerns;

• The Company may report suspicious transactions to the UAE Financial Intelligence Unit (FIU);

• The Company is not liable for any delay, suspension, or termination arising from AML/KYC compliance obligations.

34. Sanctions Compliance

The Company complies with all applicable sanctions laws and regulations, including sanctions imposed by the United Nations Security Council, the UAE Ministry of Foreign Affairs, the U.S. Office of Foreign Assets Control (OFAC), the UK HM Treasury, and the European Union.

The Company will not provide Services to any person, entity, or jurisdiction listed on any sanctions list, or where providing Services would violate applicable sanctions laws. If the Company determines that a Customer is or becomes subject to sanctions:

• The engagement will be terminated immediately;

• No refund will be provided;

• Any pending applications will be withdrawn;

• The Company will report the matter to the relevant authorities as required by law.

35. Refund Processing Time

Approved refunds will be processed within thirty (30) Business Days of the refund approval date. The processing time may be extended in the following circumstances:

• Where the refund requires additional verification or documentation from the Customer;

• Where the refund involves a currency conversion;

• Where the refund is subject to bank processing delays;

• Where the refund is subject to regulatory or compliance review.

The Company will notify the Customer of any expected delays in processing. The refund processing time does not include the time required by banks or payment processors to credit the refunded amount to the Customer's account.

36. Refund Payment Method

Refunds will be made using the same payment method as the original payment, unless otherwise agreed in writing. For example:

• Credit card payments will be refunded to the same credit card;

• Bank transfer payments will be refunded to the same bank account;

• Cryptocurrency payments will be refunded in the same cryptocurrency or in fiat currency at the Company's discretion.

The Company reserves the right to require the Customer to provide additional identification or verification before processing a refund, as part of our AML/KYC and fraud prevention procedures.

37. Currency Conversion

Where a refund involves a currency conversion, the refund will be calculated using the exchange rate applicable on the date of the original transaction, or the exchange rate applicable on the date of the refund, whichever is more favorable to the Customer.

The Customer bears all currency conversion fees and bank charges associated with the refund. The Company is not responsible for fluctuations in exchange rates between the date of payment and the date of refund.

38. Taxes and VAT

Service Fees are quoted exclusive of applicable taxes and value-added tax (VAT), unless expressly stated otherwise. VAT is charged at the applicable rate in accordance with UAE tax law.

Where a refund is granted, VAT will be refunded only to the extent required by Applicable Law. In most cases, VAT paid on non-refundable services is not recoverable.

Where a Customer is entitled to a VAT refund under UAE tax law, the Customer must apply to the Federal Tax Authority (FTA) directly. The Company is not responsible for processing VAT refunds on behalf of Customers.

39. Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations under this Policy (except for payment obligations) to the extent such failure or delay is caused by a Force Majeure Event, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, shortages of transportation, epidemics, pandemics, government shutdowns, changes in Applicable Law, or any failure of telecommunications, internet, or utility services.

Where a Force Majeure Event prevents the Company from providing Services or processing a refund, the Company will:

• Notify the Customer promptly of the Force Majeure Event and its expected duration;

• Use commercially reasonable efforts to resume performance as soon as practicable;

• Process any approved refunds as soon as the Force Majeure Event ceases.

No refund will be granted for delays or failures caused by Force Majeure Events.

40. Company Right to Refuse Refunds

The Company reserves the right to refuse any refund request that:

• Does not comply with the terms of this Policy;

• Is made by a Customer who has breached the Terms of Use or this Policy;

• Involves fraudulent, abusive, or unreasonable conduct by the Customer;

• Is made after the applicable refund request deadline has expired;

• Is subject to an ongoing dispute, chargeback, or legal proceeding;

• Would violate Applicable Law, including sanctions or AML/KYC requirements.

The Company's decision to refuse a refund is final, subject only to mandatory consumer rights under Applicable Law and the dispute resolution procedures set out in Clause 43.

41. Exceptional Refunds

Notwithstanding the foregoing provisions, the Company may, in its sole discretion, grant exceptional refunds where the Company determines that circumstances warrant such treatment. Exceptional refunds may be considered in cases of:

• Prolonged illness or death of the Customer or an immediate family member;

• Natural disaster or armed conflict affecting the Customer's jurisdiction;

• Fundamental change in the Customer's circumstances beyond the Customer's control;

• Error on the Company's part that has materially affected the engagement;

• Goodwill considerations where the Company determines that maintaining the Customer relationship is in its commercial interest.

Exceptional refunds are granted at the Company's sole discretion and are not a right. The existence of exceptional circumstances does not guarantee that a refund will be granted. Each case is assessed on its individual merits.

42. Complaint Procedure

If a Customer disagrees with a refund decision or has a complaint about the application of this Policy, the following procedure applies:

• Step 1: Submit a written complaint to legal@zenvisa.net with the subject line "Refund Complaint," including the engagement reference number, details of the refund request, grounds for the complaint, and any supporting documentation.

• Step 2: The Company will acknowledge receipt within three (3) Business Days.

• Step 3: The Company will review the complaint and provide a substantive response within fifteen (15) Business Days.

• Step 4: If the complaint is unresolved, the Customer may escalate to senior management at legal@zenvisa.net.

If the Customer remains dissatisfied, the dispute resolution procedures in Clause 43 apply.

43. Dispute Resolution

Any dispute arising out of or in connection with this Policy shall be resolved in accordance with the dispute resolution procedures set out in the Company's Terms of Use, including negotiation, mediation, and arbitration through the Ras Al Khaimah Centre for International Arbitration (RAKCIA).

Before initiating formal dispute resolution, the parties agree to attempt in good faith to resolve any dispute through direct negotiation for a period of not less than thirty (30) days.

Nothing in this Clause shall prevent either party from seeking urgent interim or injunctive relief from a court of competent jurisdiction.

44. Limitation of Liability

To the maximum extent permitted by Applicable Law, the Company's total liability for refunds shall not exceed the total amount of Service Fees actually paid by the Customer for the specific service in question, excluding all Government Fees, Third-Party Charges, and payment processing fees.

The Company shall not be liable for:

• Decisions made by Government Authorities;

• Delays caused by Government Authorities or third-party service providers;

• Losses resulting from the Customer's provision of incorrect, incomplete, or fraudulent information;

• Losses resulting from Force Majeure Events;

• Consequential, indirect, or punitive damages of any kind.

Nothing in this Policy shall exclude or limit the Company's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, willful misconduct, or any other liability that cannot be excluded or limited under Applicable Law.

45. Changes to this Policy

The Company reserves the right to modify, amend, or update this Policy at any time. Material changes will be notified to Customers by posting a prominent notice on the Website or by sending an email to the address associated with the Customer's account, at least fifteen (15) days before such changes take effect.

The version of this Policy in force at the time of the engagement governs all refund and cancellation requests relating to that engagement. Changes to this Policy do not apply retroactively to engagements entered into before the effective date of the changes.

46. Contact Information

For all refund and cancellation inquiries, please contact us:

47. Governing Law

This Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates, as applied in the Emirate of Ras Al Khaimah, without regard to its conflict of law principles.

48. Jurisdiction

The courts of the United Arab Emirates, and specifically the courts of the Emirate of Ras Al Khaimah, shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy, subject to the arbitration provisions set out in the Terms of Use.

49. Severability

If any provision of this Policy is held to be invalid, illegal, or unenforceable, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if modification is not possible, severed from this Policy. The remaining provisions shall continue in full force and effect.

50. Entire Policy

This Policy, together with the Terms of Use, Privacy Policy, and any other policies expressly incorporated by reference, constitutes the entire agreement between the parties with respect to refunds and cancellations. This Policy supersedes all prior or contemporaneous agreements, representations, warranties, and understandings, whether written or oral, with respect to the subject matter hereof.

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ZenVisa International

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Zenway International FZ-LLC | Compass Building, Al Hulaila Industrial Zone-FZ, Ras Al Khaimah, UAE

<www.zenvisa.net> | legal@zenvisa.net

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