Published version: 10 September 2026.
1. What this policy covers
This policy explains cancellation and refunds for services ordered from SAMI-SM MCHJ. It applies alongside your accepted order or service agreement. It distinguishes SAMI's own fees from money paid to universities, authorities and other providers. Mandatory consumer rights take priority over any more restrictive wording in an order or provider policy.
For questions, contact info@sami.uz or +998 71 208 3222. Include your SAMI ID, order or application reference, and a description of the request. Never send your password, complete card details, or one-time security code.
2. How to stop or change work
Use the cancellation or refund request in the portal where available, or send a written request to our email address. Identify the service and say whether you want to cancel it, change it, defer it, or correct a payment. We will record when the request was received and tell you what work and external commitments it affects.
After receiving your instruction to stop, we will not intentionally incur new discretionary charges for that service. If action is needed to protect an imminent deadline or an existing commitment cannot be stopped, we will explain the position and seek instructions where possible.
Cancelling an application, closing an account, cancelling an appointment, and cancelling a paid service are not interchangeable. A university or authority may need a separate withdrawal instruction. Ask us to confirm both the SAMI cancellation and any external withdrawal you require.
3. SAMI's own service fees
We refund the portion of the fee for work not performed. We may deduct only clearly disclosed, documented work actually completed and authorised costs that cannot genuinely be recovered. Each deduction must relate to your service and be explained. A payment milestone or the word “non-refundable” does not, by itself, prove that the whole amount has been earned.
The calculation starts with the amount actually paid for the service, subtracts eligible completed work and eligible unrecoverable costs, and takes account of any earlier refund. We do not charge twice for the same item or deduct a third-party cost already accounted for separately. A refund calculation does not itself authorise a new debt or an undisclosed cancellation charge.
For a package, we use the agreed scope, stages and prices to identify the work completed. We will not invent a higher standalone price after cancellation to consume the remaining balance. Where work overlaps between applications, we account for that overlap. Unused application allowances and unfinished stages are assessed against the accepted package rather than automatically forfeited.
SAMI's application-processing fee is separate from a university application fee. Work such as reviewing, preparing or submitting an application may already have been performed, but that work must be documented. Merely creating an account, opening an order or accepting payment does not establish completion of every service.
4. Money for universities and other providers
Tuition, deposits, university application fees, government charges, visa-centre charges, insurance, accommodation, translations, notarial work and similar costs may be payable to another organisation. Before you authorise a payment or booking, the applicable charge and available cancellation conditions should be disclosed.
If SAMI holds money that has not been committed or paid to the provider, we will return the unspent amount after accounting for any separately eligible, authorised cost. If it has been paid on your instructions, we will identify the recipient, amount, payment status and relevant provider rule, and help with the recovery request within our agreed role.
An external provider's refusal does not automatically make every SAMI fee non-refundable. Conversely, SAMI cannot promise that an independent provider will return money it has legitimately received. We remain responsible for our own errors and obligations, including an unauthorised payment or an avoidable failure to follow your agreed instructions.
Any provider refund received for you will be accounted for and passed on, subject only to a lawful, disclosed deduction. We will explain any currency conversion or actual transaction cost rather than assuming a fixed administrative percentage.
5. Refusal, delay, deferral and changed plans
A university rejection, visa refusal or unsuccessful scholarship application does not alone show that SAMI failed to perform its service. It also does not automatically justify keeping money for unfinished work. We assess what was agreed, what was performed, why work stopped and which costs are recoverable.
If you change destination, intake, institution or personal plans, we will explain whether completed work can be reused, whether a new quote is needed, and what can be refunded. Deferral is an agreed change, not an automatic refund or an indefinite freeze of a package.
Missed appointments or late documents do not trigger an undisclosed penalty. Any paid booking cancellation condition must have been disclosed before booking and remain lawful. If SAMI cancels and cannot provide an agreed alternative, the unperformed service is refundable.
6. Incorrect payments and failures in SAMI's service
Tell us about duplicate payments, overpayments, payments to the wrong order, or a charge you do not recognise. We will verify the payment and correct the account. A pending or failed payment should not be treated as settled merely because a receipt image was uploaded.
If SAMI has not provided the agreed service correctly, describe the problem and the remedy you seek. We will assess correction, repeat performance, a price reduction, refund or other applicable remedy. The ordinary change-of-mind calculation does not limit mandatory remedies for deficient or unperformed services.
7. Review, decision and repayment
We may request the order, relevant correspondence, payment evidence and reasonable identity or payer verification. We will use information already held where possible. We will provide an itemised written decision showing the amount paid, eligible deductions, any provider money being recovered, earlier refunds and the amount to be returned.
A request being received is different from a refund being approved. Approval is different from settlement by the payment provider or bank. We will state our decision, the planned repayment date and any outstanding dependency. Where a legal deadline applies, it takes priority over an internal target or provider estimate.
Repayment will normally use the original payment route and verified payer. If that is not possible, we will agree a secure alternative and the authority needed to use it. We will not redirect a refund to a stranger solely on an unverified message. A refund is complete when the funds have been returned, not when a staff member changes the portal status.
8. If you disagree
You can ask for an explanation or a review under the Complaints Procedure. We will consider the documents and the basis of each disputed deduction. You do not have to waive a legitimate complaint, delete a truthful review, or buy another service to receive a refund you are entitled to.
This policy does not remove rights to approach a payment provider, consumer authority or competent court. Do not seek duplicate recovery of a payment already refunded; tell us if a bank or provider has returned it so the records can be reconciled.