Refund Policy

1.1 Refund Eligibility

Masdar City Free Zone (“MCFZ”) may consider a refund request submitted within five (5) calendar days from the date of payment, provided that:

• the requested service has not commenced;
• no application has been submitted to MCFZ, any government authority, regulator, or third party;
• no third-party costs have been incurred; and
• no substantial work has been undertaken.

All refund requests will be reviewed on a case-by-case basis and are subject to MCFZ’s final approval.

1.2 Non-Refundable Circumstances

Refunds will not generally be granted where:

1. the applicant changes their mind or no longer requires the service;
2. the service no longer meets the applicant’s business or personal objectives;
3. delays arise due to incomplete documents, information, approvals, or responses from the applicant;
4. a licence, visa, registration, permit, bank account, security clearance, or other application is delayed, rejected, or declined by MCFZ, a government authority, regulator;
5. applicable laws, regulations, policies, fees, or authority requirements change;
6. fees, or third-party costs have already been incurred.

1.3 Immigration Applications

All immigration, residency, security clearance and visa applications are subject to approval by the competent UAE authorities. MCFZ facilitates the application process but does not guarantee approval.

Where available, MCFZ may conduct a preliminary eligibility assessment before formal submission. This assessment is indicative only and does not constitute immigration or visa pre-approval.

In the event of rejection, government and third-party fees already incurred shall be non-refundable. Any unused amount not submitted or committed may be considered for refund on a case-by-case basis.

1.4 Portal Balance

Any unused credit or balance maintained in the customer’s MCFZ portal account shall remain available for use against eligible MCFZ services and shall not ordinarily be refundable or transferable.

A refund of the remaining portal balance to the customer’s bank account may be considered only upon completion of the company’s closure, liquidation, and de-registration from MCFZ, subject to:

1. settlement of all outstanding fees, penalties, liabilities, and third-party charges;
2. cancellation of all visas, immigration files, permits, facilities, and other active services;
3. completion of all applicable clearance and compliance requirements;
4. verification of the source and ownership of the funds; and
5. MCFZ’s final approval.

Any approved refund shall be remitted to the original payer or verified company bank account, subject to applicable banking, compliance, and regulatory requirements.

1.5 Refund Processing

Approved refunds will normally be processed through the original payment method or into the company portal as per the discretion of the MCFZ, after deducting any non-refundable fees, bank charges, third-party costs, or expenses already incurred.

Processing timelines may vary depending on banks, payment providers, government authorities, and regulatory requirements.

MCFZ’s decision on the eligibility and amount of any refund shall be final, subject to applicable law.