Terms & Conditions
Complete Policy Documentation for GOVR Services
1 Definitions
The following definitions apply throughout this Agreement:
- Company — GOVR L.L.C F.Z, a licensed tourism company registered in Dubai, UAE under Commercial License No. 2528000.01
- Website — govr.ae and all associated digital platforms
- Services — Visa application assistance, documentation support, and related tourism services
- User — Any individual or entity accessing the Website or utilizing Services
2 Website Ownership and Legal Status
govr.ae is fully owned, operated, and managed by GOVR L.L.C F.Z. This platform serves as a digital channel for UAE visit visa assistance services as part of the Company's licensed activities.
3 Acceptance of Terms
By accessing and using the Website and Services, you confirm your acceptance of these Terms of Service. If you do not accept any part of these terms, you must refrain from using the Website and Services.
The Company reserves the right to modify these terms at any time. Continued use of the Website following any modifications constitutes your acceptance of the revised terms.
4 User Obligations
By using this Website and Services, you agree to:
- Provide accurate and truthful information in all application materials
- Not misuse the platform or attempt unauthorized access to Company systems
- Respect intellectual property rights and confidentiality
- Comply with all applicable UAE laws and regulations
5 Visa Processing Timeline
Standard Express Visa: Approximately 36 hours from payment to submission
The Company's automated system processes applications 24 hours a day, 7 days a week, including weekends and public holidays. Visa approvals or rejections from immigration authorities are communicated automatically to Users immediately upon decision, regardless of time of day.
Note: Our support team operates Monday through Friday, 9:00 AM to 7:00 PM Gulf Standard Time (GST) for customer inquiries and assistance. However, the automated processing system continues to operate outside these hours.
The Company does not guarantee exact processing durations. Final visa approval is subject to the discretion of the UAE Immigration Department.
6 Fees and Payment
All service fees are clearly stated prior to payment. Service fees include administrative costs and processing support but exclude government visa fees unless explicitly stated.
Payments are processed securely through Stripe. The Company does not collect, store, or process payment card information directly.
The Company reserves the right to retain fees and deny service if Users provide false or misleading information.
7 Governing Law
These Terms of Service are governed by the laws of the United Arab Emirates. Any disputes arising from this Agreement shall be resolved exclusively in the courts of the UAE.
1 Policy Overview
All payments to GOVR L.L.C F.Z are considered final upon submission of the visa application to UAE immigration authorities. Refunds are available only under the specific conditions outlined in this policy.
2 Refundable Conditions
Refunds will be processed in the following situations:
2.1 Duplicate Payment Due to System Error
If a payment is processed more than once due to a technical error, a full refund of the duplicate charge will be issued within 24 hours of verification.
2.2 Payment Without Application Submission
If a refund request is submitted before the visa application has been submitted to UAE immigration authorities, the following conditions must be met:
- Request must be submitted within 24 hours of payment
- Request must be received prior to application processing
- Full refund will be issued upon verification
2.3 Documented Company Error
If the Company makes a documented error in processing the visa application, refund eligibility will be determined on a case-by-case basis following investigation. Full refund will be issued if the error prevents proper application submission.
3 Non-Refundable Conditions
The following situations are NOT eligible for refunds:
3.1 Visa Rejection
Service fees are non-refundable if the visa application is rejected by the UAE Immigration Department. The Company's responsibility is limited to verification and timely submission of accurate information. Visa approval or denial is determined solely by immigration authorities, not the Company.
3.2 Processing Delays
Processing timelines are communicated to Users prior to payment. Delays caused by immigration authority processing times, public holidays, or factors beyond the Company's control are not grounds for refund.
3.3 Incomplete or Inaccurate Documentation
Refunds are not available if the User provided incomplete or inaccurate information in the application materials.
3.4 Change of Mind or Personal Reasons
Requests for refunds based on personal circumstances or change of mind are not eligible for reimbursement.
4 Security Deposits
For certain nationalities, UAE immigration may require security deposits. These deposits are refundable according to immigration requirements:
- Deposits are held by immigration authorities, not the Company
- Refunds are processed after visa expiration or conversion
- Processing time: 5-10 business days following immigration decision
- Deductions may apply for government processing fees
5 Refund Request Process
To request a refund, the User must:
- Submit written request to info@govr.ae with subject line “REFUND REQUEST”
- Include order reference number and detailed reason for refund request
- Provide supporting documentation if applicable
- Await Company response within 24 business hours
If approved, refunds will be processed to the original payment method within 3-5 business days.
6 Dispute Resolution
Users may file disputes with their payment provider if they disagree with a refund determination. The Company welcomes third-party review of refund decisions. Payment provider dispute processes will be followed in accordance with their standard procedures.
7 Modification of Applications
Users may request modification or cancellation of visa applications prior to submission to immigration authorities. After submission, no modifications can be made, and fees remain non-refundable.
1 Payment Processing
All payments are processed through Stripe, a secure payment processor. The Company does not store or process payment card information directly on its servers.
Service fees include administrative and processing support only. Government visa fees, if applicable, are listed separately.
All prices are in United States Dollars (USD) unless otherwise stated and are inclusive of service charges.
2 Fees Structure
Service fees cover:
- Document verification and validation
- Application submission to immigration authorities
- Customer support and status communication
- Visa tracking and follow-up
Service fees do NOT include:
- Government-imposed visa fees
- Security deposits (where applicable)
- Additional charges imposed by immigration authorities
3 Processing Timeline
Express Visa Processing: 36 Hours
- Hours 0-2: Automated document verification
- Hours 2-4: Automated application submission to UAE Immigration
- Day 1-2: Immigration review and processing
- Day 2 (morning/any time): Automated visa decision notification sent immediately
The Company's automated system processes applications 24 hours a day, 7 days a week, including weekends and public holidays. Visa decisions from immigration authorities are communicated to Users immediately upon receipt, regardless of time of day or whether it is a weekend.
Immigration authority processing times may vary based on application complexity and additional security requirements. The Company does not control processing timelines after application submission.
4 Processing Delays
The Company's automated system operates continuously and does not guarantee exact processing durations. Delays may occur due to:
- Immigration authority processing times and decisions
- Incomplete or missing documentation
- Additional requirements requested by immigration authorities
- Technical or legal issues beyond the Company's control
The automated system will notify Users of any additional documentation requirements or status changes immediately upon receipt. While our support team operates Monday-Friday 9:00 AM to 7:00 PM GST, processing and notifications continue 24/7.
5 User Information Requirements
Users must provide accurate, complete, and truthful information for all visa applications. The Company requires:
- Valid passport information
- Accurate personal details
- Legitimate travel documents
- Supporting documentation as specified
6 Customer Support
The Company provides customer support during business hours:
- Email: info@govr.ae
- Hours: Monday to Friday, 9:00 AM to 7:00 PM GST
- Response time: Within 24 business hours
Note: While our support team operates during the stated hours, the automated processing system continues 24/7. Visa decisions and status updates are sent automatically regardless of support team availability.
The Company will provide Users with regular updates on application status, visa decisions, and any additional information requests from immigration authorities. All notifications are sent automatically and immediately upon decision.
7 Liability and Limitation
The Company is not responsible for:
- Visa rejection decisions made by immigration authorities
- Processing delays caused by government agencies
- Flight cancellations or travel disruptions
- Circumstances beyond reasonable control (force majeure events)
- Any indirect, incidental, or consequential damages