Cancellation policy
– Online payment

All requests for change or cancellation of any goods and services purchased through Agency must be delivered in writing to the Agency or by email to This email address is being protected from spambots. You need JavaScript enabled to view it., and must be received in both cases, on our working days at least 24 hours before these goods and services are scheduled to be provided. Our office is open ("working days") from 1000 to 1800 United Arab Emirates local time on each day from Sunday to Thursday, except on public holidays and holidays declared for private sector establishments in the United Arab Emirates.
You agree to abide by the terms and conditions imposed at the time of your purchase, which will determine the change and cancellation policy applicable to your purchase, including, but not limited to penalties which may apply.

Additionally, you agree that:

If a change or cancellation policy relevant to your request is not provided in the terms and conditions imposed at the time of your purchase, your purchase can not be changed and is non-refundable in the event of a cancellation.

If a cancellation policy relevant to your request in the terms and conditions imposed at the time of your purchase does not explicitly state a refundable amount or how it may be calculated, your purchase is non-refundable in the event of a cancellation.

If the change or cancellation policies relevant to your request in the terms and conditions imposed at the time of your purchase do not specify the price of partly utilized services, they will be calculated based on the price of the utilized services alone at the time of your request and not pro-rata.

Requests for permitted changes and cancellations will be processed within 2 working days after all payments required to process the request are settled. In the event of a cancellation, any payments to be refunded after the deduction of payments required to process the cancellation will be credited to the same payment card or account which was used to make the original purchase within 15 working days thereafter. Some payment cards and accounts may take up to an additional 30 days thereafter to display the credited amount.