1. Scope
This Refund Policy applies to all payments made to Flylop LLC (operating the TravelDocx brand and FlyLop iOS application) for visa application support, document preparation services, consultations, and credit purchases.
2. Nature of our services
Our services are digital and processing-based. Work begins immediately upon payment — documents are generated, AI credits are consumed, and applications are queued or submitted to embassies / VFS centres / airline GDS systems. For this reason, fees become non-refundable once delivery has started.
3. Refundable cases
You are eligible for a refund in the following cases:
- · Duplicate payment for the same order.
- · Payment captured but no service was delivered due to a technical error on our side.
- · Cancellation by you before processing has started (document not yet generated and no embassy/VFS submission made).
- · Unused credit balance on a closed account, on written request.
- · Service refused by us (e.g. we determine we cannot support the requested country/route).
4. Non-refundable cases
- · Visa rejection by the embassy/consulate — we are a document preparation service and do not guarantee approval.
- · Documents already generated, delivered, or downloaded.
- · Embassy / VFS / consulate fees paid on your behalf.
- · Card processing surcharge (3.5%) — this is collected by the payment gateway and is non-recoverable.
- · Change of mind after processing has started.
- · Failure to provide required documents within a reasonable time.
5. How to request a refund
Email support@traveldocx.com from the email address used at the time of purchase, including: order/application reference, payment date, amount, and reason. You may also write to us by post at our registered address above, or call/WhatsApp our UAE number +971 58 196 6892.
6. Refund method & timeline
- · Approved refunds are issued to the original payment method only (card via Tap Payments, or wallet via Ziina).
- · Processing time: 7–14 business days after approval, depending on the bank.
- · Refunds are issued in AED. Currency conversion losses on the cardholder's side are not refundable.
- · Partial refunds are possible where part of the service has been delivered.
7. Chargebacks
If you have a concern, please contact us first — most issues are resolved within 48 hours. Raising a chargeback before contacting us may delay resolution and may result in temporary suspension of your account pending the bank's investigation.
8. Contact
Flylop LLC
30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: support@traveldocx.com
Phone (UAE): +971 58 196 6892
UAE branch: FLYLOP FZE LLC (Sharjah Publishing City Free Zone Authority (SPCFZ)) · Business Center, Sharjah Publishing City Free Zone, Sharjah, UAE · +971 58 196 6892 · operations@traveldocx.com.