Official document

Refund Policy

This policy sets out when fees paid through the FASTTER kiosks and platform, operated by SIS Smart Integration Solution L.L.C (Trade Licence 1636004), are refundable, how to request a refund, and the processing timelines.

Trade Licence · 1636004Last updated · 2026-08-07SIS Smart Integration Solution L.L.C

1. What you pay for

Authority or government fees: transferred to the competent entity once the request is submitted.
FASTTER service fee: for processing the request, kiosk operation and support.
Refundable security deposits (e.g. tourist visa security amount): returned under the authority's conditions once their purpose ends.

2. When a refund is due

Amount charged without the service starting, or a duplicate charge for the same transaction: refunded in full.
Service could not be delivered for technical or operational reasons attributable to us: the service fee is refunded in full, and authority fees are refunded if the request was not actually submitted.
Customer cancels the request before execution starts and before submission to the authority.

3. When a refund is not due

The authority rejects the request due to the customer's data or documents: authority fees are non-refundable.
The service was completed and the result or document was delivered to the customer.
Requests failing due to incorrect or incomplete information knowingly provided by the customer.

4. How to request a refund

Submit your request within 14 days of payment, quoting the transaction reference shown on your receipt (FST-XXXXXX).
Requests are reviewed within 3 business days, and the customer is informed of the decision and its reason.

5. Refund method and timeline

Refunds are returned to the original payment method (card or POS) and are not transferred to a different method.
Refunds typically appear within 7 to 14 business days depending on the issuing bank.
Cash payments or coupon-discounted payments are refunded only up to the amount actually paid.

Questions or data requests

Contact the FASTTER team using the official contact details shared with your company, or through the contact section of this website.