Payment Guidelines

1. Card Payments Only

Payment is taken at the time you place your order. We only begin preparing and submitting your application once payment has been successfully authorised and cleared.

2. Accepted Cards and Wallets

Our processor, Stripe, supports the following for businesses registered in the United Arab Emirates. Both credit and debit cards on these networks are accepted, whether issued in the UAE or internationally.

Card networks

• Visa — credit, debit and prepaid, including Visa Electron and Visa Infinite.
• Mastercard — credit, debit and prepaid, including Maestro and Mastercard World.

Digital wallets

These are card-backed, so paying with them still counts as a card payment. They appear at checkout only if your device and browser support them:

• Apple Pay — on supported Apple devices and browsers.
• Google Pay — on supported Android devices and browsers.
• Link — Stripe's saved-card service, which lets you re-use a card you have previously saved with Stripe.

Card availability is determined by our payment processor and may change. The payment methods actually available to you are always those displayed on the checkout page at the time you pay.

3. What You Are Paying For

The total shown at checkout is itemised before you confirm, and typically comprises:

• Government fee — the fee set by the UAE authorities for the visa type you selected. We collect this and pass it on; we do not set it and cannot alter it.
• Service fee — our charge for preparing, checking, submitting and supporting your application. This is what you are paying us for.
• Optional extras — only if you select them, for example express processing or travel insurance.

Because our service fee is additional to the government fee, applying through us costs more than applying directly to the authorities. You are free to apply directly — see our Disclaimers.

4. Currency, Conversion and Taxes

• Prices are charged in the currency displayed at checkout.
• If your card is denominated in a different currency, your bank or card issuer performs the conversion using their own exchange rate and may add a foreign-transaction or cross-border fee. These charges are set by your bank, are not received by us, and are not refundable by us.
• The amount that appears on your statement may therefore differ slightly from the amount shown at checkout. We do not warrant that any conversion rate will match a published or interbank rate, and we are not liable for differences arising from exchange-rate movement.
• Value Added Tax (VAT) or other applicable taxes are charged where required by UAE law and are shown in the total.
• There is a minimum transaction amount imposed by our processor; very small charges cannot be processed.

5. Cardholder Requirements and Verification

You confirm that you are the cardholder, or that you have the cardholder's express permission to use the card.

To complete a payment you will normally need to provide:

• The cardholder's name as printed on the card;
• The card number, expiry date and security code (CVC/CVV);
• The billing address registered with your card issuer; and
• 3-D Secure authentication (for example a one-time passcode or in-app approval from your bank) where your issuer requires it.

Card details are entered on Stripe's secure, PCI-DSS compliant systems over an encrypted TLS connection. We never see or store your full card number or security code. We receive only the payment status, amount, transaction reference and limited identifying details such as the card brand and last four digits.

Additional checks

Where a transaction is flagged as high risk, or where the cardholder is not the applicant, we may ask for reasonable verification before proceeding — for example written authorisation from the cardholder or a copy of the cardholder's photo identification. Any card image supplied should have all but the last four digits obscured and the security code hidden. If verification is not provided within a reasonable time, we may cancel the application; we are not liable for any resulting delay or loss.

6. Failed, Declined and Duplicate Payments

• If a payment is declined, your application is not submitted. Common causes are insufficient funds, an incorrect billing address, an expired card, a card not enabled for online or international transactions, or a failed 3-D Secure check.
• Declines are decided by your bank or card issuer, not by us. We are not told the specific reason and cannot override a decline — please contact your bank.
• Your bank may show a temporary authorisation hold for a failed or abandoned attempt. This is not a charge and is normally released automatically by your bank within a few business days.
• If you believe you have been charged more than once for the same application, contact us with the transaction references and we will investigate and refund any genuine duplicate.

7. Refunds

Where a refund is approved at our discretion (see our Terms & Conditions):

• It is returned only to the original card used for payment. We cannot refund to a different card, to a bank account, or in cash.
• Processing on our side is prompt, but the time for funds to appear is controlled by your bank — from a few business days up to a full billing cycle.
• Currency-conversion differences and any bank fees charged on the original payment are not recoverable.

8. Chargebacks and Disputed Payments

Please contact us before raising a chargeback. Most disputes are a misunderstanding about the non-refundable nature of government fees or about a decision made by the authorities, and we can usually resolve them quickly by email.

• Raising a chargeback while an application is in progress may cause us to suspend or cancel it immediately, potentially forfeiting government fees already paid on your behalf.
• We will contest chargebacks we consider unjustified, and will supply our processor and your bank with the application record, the itemised fee breakdown, our terms as accepted by you, and our correspondence.
• Where a chargeback is resolved in our favour, we may recover the administrative and processing costs incurred, and may decline to provide services to you in future.
• A chargeback does not withdraw an application that has already been lodged with the authorities, and does not oblige them to return the government fee.

9. Payment Security and Fraud

Payments are protected by TLS encryption and processed by a PCI-DSS compliant provider. We monitor for fraudulent and unauthorised transactions.

Using a card without the cardholder's authority is a criminal offence. Any application connected to a fraudulent payment will be cancelled without refund and may be reported, with the associated records, to the payment provider, the card issuer and the relevant authorities.

10. Receipts and Records

A confirmation and receipt is emailed to the address on your application once payment succeeds. Please keep it — it contains your reference number. If you have not received it, check your spam folder before contacting us. We retain transaction records for the period required by UAE tax and commercial law.

11. Questions

For any billing query, contact us with your application reference and the transaction date and amount:

SKY PALACE TOURISM L.L.C.
Al Mankhool, CBD Bank Building, Dubai, United Arab Emirates
Email: info@skypalacetourism.com
Phone / WhatsApp: +971 52 681 4645