Refund Policy

Last Updated: January 2025

Important Notice: This refund policy applies to booking fees and advance payments charged for visa processing and travel services. Please read carefully before making any payment.

1. General Refund Policy

City State Travels LLC charges booking fees and advance payments for processing visa applications and travel services. Refunds are subject to the terms outlined below and depend on the stage of processing and the nature of the service.

2. Visa Processing Refunds

2.1 Before Application Submission
  • Full Refund: If you cancel before we submit your application to immigration authorities, you are eligible for a full refund minus a processing fee of AED 100
  • Timeline: Cancellation must be requested within 24 hours of payment
  • Refund Processing: 7-10 business days
2.2 After Application Submission
  • Partial Refund: If your visa application is rejected by immigration authorities, you are eligible for a 50% refund of the visa fee
  • Non-Refundable: Government processing fees, service charges, and booking fees are non-refundable
  • Processing Time: Refunds will be processed within 14-21 business days after rejection notification
2.3 After Visa Approval
  • No Refund: Once a visa is approved, no refunds will be issued
  • Cancellation: If you choose not to use an approved visa, fees are non-refundable
  • Validity: Approved visas cannot be transferred or extended beyond their validity period

3. Booking Fee Structure

Service Type Booking Fee Refundable
Dubai Tourist Visa (48 Hours - 60 Days) AED 200 - 500 Partial (conditions apply)
Worldwide Visa Assistance AED 300 - 800 Partial (conditions apply)
Dummy Air Ticket Booking AED 100 - 200 Yes (before issuance)
Dummy Hotel Booking AED 100 - 200 Yes (before issuance)
Visa Change Service AED 500 - 1000 No (once processing starts)

4. Flight and Hotel Booking Refunds

4.1 Flight Bookings
  • Refunds are subject to airline policies and fare rules
  • Non-refundable tickets cannot be refunded
  • Cancellation fees apply as per airline terms
  • Our service fee of AED 150 is non-refundable
4.2 Hotel Bookings
  • Refunds depend on hotel cancellation policies
  • Free cancellation available if within hotel's cancellation period
  • Late cancellations may incur charges
  • Our service fee of AED 100 is non-refundable
4.3 Dummy Tickets and Hotel Bookings
  • Before Issuance: Full refund available
  • After Issuance: No refund (documents already generated)
  • Validity: Valid for the specified period only

5. Holiday Package Refunds

  • 30+ days before travel: 75% refund
  • 15-29 days before travel: 50% refund
  • 7-14 days before travel: 25% refund
  • Less than 7 days: No refund
  • Booking fee: Non-refundable in all cases

6. Non-Refundable Fees

The following fees are non-refundable under any circumstances:

  • Government processing fees and visa charges
  • Service charges and administrative fees
  • Third-party fees (airlines, hotels, insurance)
  • Express or urgent processing fees
  • Document courier and delivery charges

7. Refund Request Process

To request a refund:
  1. Send a written refund request to info@citystatetravels.com
  2. Include your booking reference number and reason for refund
  3. Provide supporting documents if applicable (rejection letter, etc.)
  4. Our team will review your request within 3-5 business days
  5. Approved refunds will be processed to the original payment method

8. Refund Processing Time

  • Credit/Debit Card: 7-14 business days
  • Bank Transfer: 10-21 business days
  • Other Methods: As per payment provider's policy

9. Special Circumstances

9.1 Force Majeure

In case of force majeure events (natural disasters, pandemics, war, government restrictions), refunds will be handled on a case-by-case basis. We will work with you to find the best solution, which may include:

  • Rescheduling your travel dates
  • Providing travel credits for future use
  • Partial refunds where applicable
9.2 Medical Emergencies

In case of medical emergencies preventing travel, partial refunds may be considered with proper medical documentation. A processing fee will apply.

10. Disputes and Appeals

If you disagree with a refund decision, you may appeal by contacting our customer service team. We will review your case and provide a final decision within 10 business days.

11. Important Notes

  • All refund requests must be made in writing
  • Verbal requests will not be processed
  • Refunds are processed in the original currency of payment
  • Bank charges or currency conversion fees may apply
  • This policy is subject to change without prior notice

12. Contact Us

For refund inquiries or assistance:

  • Company: City State Travels LLC
  • Email: info@citystatetravels.com
  • Phone: 00971 4 3795575 / 00971 55 7838514
  • Address: Office No. 3, Ground Floor, Al Mulla 2 Building, Karama, Dubai, UAE
  • Working Hours: Monday – Saturday: 10:00 AM – 2:30 PM and 4:30 PM – 10:00 PM
Customer Satisfaction: We value your trust and strive to provide fair and transparent refund policies. If you have any concerns, please don't hesitate to contact us.