At ICP Verification, we strive to provide the highest quality UAE identity verification services. We understand that circumstances may arise where you need to request a refund. This Refund Policy outlines the conditions under which refunds are available, the process for requesting a refund, and the timeframe for processing refund requests. This policy complies with UAE Consumer Protection Law and applicable regulations. Please read this policy carefully before purchasing our services. By making a payment, you agree to the terms of this Refund Policy.
1. Refund Eligibility
Refunds may be issued under the following circumstances:
- Service Not Delivered: If we are unable to complete the verification service due to a technical failure on our end, you are eligible for a full refund of the service fee.
- Duplicate Payment: If you have been charged twice for the same service due to a system error, the duplicate charge will be refunded in full.
- Service Not as Described: If the verification service delivered does not substantially match the description provided on our website at the time of purchase, you may be eligible for a full or partial refund.
- Technical Errors: If a technical error on our platform prevents you from receiving the service you paid for, you are eligible for a refund or a credit for the same service.
- Processing Delay Beyond Promise: If the verification process takes significantly longer than the stated timeframe (more than double the estimated time) and you no longer require the service, a refund may be issued.
- Unauthorized Transaction: If you can demonstrate that a transaction was unauthorized, we will investigate and issue a full refund if the claim is verified.
2. Non-Refundable Items
The following situations are not eligible for a refund:
- Completed Verifications: Once a verification service has been completed and the results delivered, the service is considered fulfilled and is not eligible for a refund, regardless of the outcome.
- Incorrect Information Provided: If verification cannot be completed because you provided incorrect, incomplete, or false information, no refund will be issued.
- Third-Party Delays: Delays caused by third-party institutions (government databases, banks) are beyond our control and do not qualify for a refund.
- Change of Mind: Once the verification process has been initiated, refunds for change of mind are not available. Before initiation, a refund may be considered.
- Account Suspension: If your account has been suspended or terminated due to violation of our Terms & Conditions, any unused services are forfeited.
- Partial Service Usage: If you have used any part of a bundled verification service, the full service is considered used.
3. Refund Process
To request a refund, please follow these steps:
Submit a Refund Request
Send an email to support@icpverification.ae with "Refund Request" in the subject line. Include your full name, email address, order/transaction reference number, the service purchased, the date of purchase, and a detailed explanation of the reason for the refund.
Review and Evaluation
Our team will review your refund request within five (5) business days. We may request additional information or documentation. Please respond promptly to avoid delays.
Decision Notification
You will be notified of our decision via email. If approved, we will provide details about the refund amount and expected processing timeframe. If denied, we will provide a detailed explanation.
Refund Processing
Approved refunds are processed using the same payment method used for the original purchase. Refunds are issued in UAE Dirhams (AED) and reflect the exchange rate at the time of the original transaction if paid in a different currency.
4. Refund Timeframe
The timeframe for receiving your refund depends on the payment method:
- Credit/Debit Cards: 5-10 business days from approval. Some banks may take up to 30 days.
- Bank Transfer: 7-14 business days from approval.
- Digital Wallets: 3-7 business days from approval.
Processing time depends on your financial institution and is beyond our control. If you have not received your refund after the expected timeframe, please contact your bank first, then contact us at support@icpverification.ae.
5. Cancellation Policy
You may cancel a verification service under the following conditions:
- Before Processing Begins: Full refund. Cancellations can be made by emailing support@icpverification.ae with your order reference number.
- After Processing Begins: Partial refund of up to 50% may be issued at our discretion, depending on progress and costs incurred.
- After Completion: Cancellation is not possible after results have been delivered.
Cancellation requests must be in writing via email and include your full name, email, order reference number, and reason for cancellation.
6. Partial Refunds
Partial refunds may be offered at our discretion in cases where: a verification service was partially completed; a technical issue affected service quality but not delivery; or a delay occurred but the service was ultimately delivered. The amount of any partial refund is determined based on the specific circumstances and communicated to you in writing. Partial refunds are calculated based on the proportion of service not satisfactorily delivered. Service credits may also be offered as an alternative to partial refunds at our discretion.
7. Dispute Resolution
If you disagree with our refund decision, you may escalate:
- Internal Escalation: Request review by a senior manager by emailing support@icpverification.ae with "Refund Escalation" in the subject line.
- Consumer Protection: File a complaint with the UAE Consumer Protection Department under the Ministry of Economy.
- Arbitration: As outlined in our Terms & Conditions, unresolved disputes may be submitted to the Dubai International Arbitration Centre (DIAC).
8. Consumer Rights Under UAE Law
Nothing in this Refund Policy shall be construed as limiting any rights you may have under UAE Consumer Protection Law (Federal Law No. 24 of 2006) and its implementing regulations, including the right to receive goods and services that match their description, the right to fair treatment, and the right to redress. If any provision of this policy conflicts with mandatory provisions of UAE consumer protection law, the mandatory provisions of UAE law shall prevail.
9. Contact Us
If you have any questions about this Refund Policy or wish to request a refund: