Refund & Return Policy

At Stellar Tech FZC LLC, we strive to provide high-quality services and ensure customer satisfaction. This Refund and Return Policy outlines the terms under which refunds or cancellations are handled across our three service lines.

1. General Principles

• Refund eligibility depends on the service type, stage of delivery, and specific circumstances.
• Government fees, third-party charges, and non-recoverable costs are non-refundable once paid.
• Refund requests must be submitted in writing to info@stellartechgroups.com.
• Approved refunds will be processed within 14–30 business days using the original payment method.

2. AML Compliance Services

2.1 Advisory and Consulting

• Fees paid for consultations, audits, or advisory work already delivered are non-refundable.
• For retainer or ongoing service agreements, you may cancel with 30 days’ written notice; fees for the notice period remain payable.
• If work has not commenced within 7 days of payment, a full refund (less administrative fees of 10%) may be issued upon request.

2.2 Training and Documentation

• Customized policies, manuals, or training materials are non-refundable once delivered.
• Training session cancellations require at least 48 hours’ notice for a partial refund.

3. Travel & Tourism Services

3.1 Cancellation by Customer

• 7+ days before tour date: 80% refund of total package price.
• 3–6 days before tour date: 50% refund.
• Less than 72 hours: No refund.
• No-show on tour day: No refund.

3.2 Cancellation by Us or Supplier

• If we or our tour partners cancel a confirmed booking, you will receive a full refund or the option to reschedule at no extra cost.
• If a tour is cancelled due to weather, safety, or force majeure, we will offer rescheduling or a credit for future use.

3.3 Visa Services

• Visa fees paid to UAE immigration authorities are non-refundable, even if the application is rejected.
• Our service fee may be partially refunded (up to 50%) if the application has not yet been submitted.

3.4 Hotel and Third-Party Bookings

• Hotel cancellations are subject to the hotel’s cancellation policy at the time of booking.
• Airline, attraction tickets, and event bookings follow the respective supplier’s refund terms.

4. Business Setup Services

4.1 Pre-Submission Cancellation

• If you cancel before documents are submitted to authorities, a refund of our service fee (less 25% administrative charge) will be processed.
• Any third-party fees already paid (notarization, translation, etc.) are non-refundable.

4.2 Post-Submission Cancellation

• Once documents are submitted to the free zone authority, DED, or immigration department, no refund of government fees is available.
• Our service fee is non-refundable after submission to authorities.

4.3 Application Rejection

• If your business setup application is rejected by authorities due to reasons beyond our control, government fees are typically non-refundable.
• We will assist in reapplication at a reduced service fee where applicable.

4.4 Visa and PRO Services

• Visa application fees paid to authorities are non-refundable.
• If we fail to complete the service we committed to, we will refund the corresponding portion of our service fee.

5. Non-Refundable Items

The following are never eligible for refund:

• Government fees, regulatory charges, and third-party costs once paid.
• Customized deliverables already created and approved.
• Services already rendered or delivered.
• No-shows for scheduled appointments, tours, or consultations.
• Penalties or fines incurred due to client delay or non-cooperation.

6. How to Request a Refund

To request a refund, please email us with the following details:

• Your full name and contact information
• Booking reference number or invoice number
• Service type and date of payment
• Reason for the refund request
• Any supporting documentation

Send your request to info@stellartechgroups.com. We will acknowledge your request within 2 business days and provide a decision within 10 business days.

7. Processing Time

Approved refunds are processed within 14–30 business days via the original payment method. Depending on your bank or card provider, it may take additional time for the refund to appear in your account.

8. Disputes

If you are dissatisfied with our refund decision, you may escalate the matter by contacting our senior management at the email above. We are committed to resolving disputes fairly and promptly.

9. Changes to This Policy

We may update this policy from time to time. The most current version will always be posted on this page with the updated date.

10. Contact Us

For refund-related queries, reach out to us using the contact information below.