Overstay fines

Overstay fines

IFZA OPERATIONS | Overstay Fines


What is an Overstay Fine?

An overstay fine is a penalty imposed when an individual remains in the UAE beyond the validity of their visa, entry permit, or grace period. These fines are time-sensitive, as they increase by AED 50 per day until cleared.

Partners or clients have two options to settle these fines:

  • Directly at an Amer Center (no service charge)
  • Through IFZA for convenience, which includes an AED 400 service fee
Important: Delays in clearing overstay fines can lead to additional costs for the applicant, potential complaints, and customer dissatisfaction.

If you receive an email regarding overstay fines, you are responsible for handling the case. Do not reassign the ticket, as this may cause delays and further fines.

Cut-off time to share proof of payment (PoP): 12:00 PM.
Payments or PoP received after this time may result in additional fines.


Communication with Partner/Client

When handling overstay fines, follow these steps based on the scenario:

Scenario 1: Partner/Client questions the AED 400 service charge

    • Explain that they can pay the amount directly at an Amer Center without the service charge.
    • Clarify that proof of payment must be shared before 12:00 PM, otherwise they will need to return to Amer to clear additional fines (AED 50+ per day).
      • Template available in Zoho Desk: Overstay Fines Payment Alternative

Scenario 2: PoP Shared Before Cut-off Time

  • Acknowledge receipt of PoP guiding the partner to use the send-back link
    • Template available in Zoho Desk: Overstay Fines: POP Received Before Cut Off

    • In Zoho CRM:
      • Create an Escalation to Visa and attach PoP in notes.
      • Set Escalation Priority: High.
      • Set Visa Escalation Type: Overstay Fine Payment.

Important: Filters must be set correctly to avoid missing payment deadlines.


Scenario 3: PoP Shared After Cut-off Time (Before 4:00 PM)

    • Inform the partner that we will try to clear fines the same day, but since it’s after the cut-off, additional fines may apply the next day.
    • If additional fines occur, partner must pay and share the new PoP.
      • Template available in Zoho Desk: Overstay Fines: POP Received After CutOff Before 4pm

    • In Zoho CRM:
      • Create an Escalation to Visa and attach PoP in notes.
      • Set Escalation Priority: High.
      • Set Visa Escalation Type: Overstay Fine Payment.
    • Send a message on MS Teams to Visa Team Leader with the escalation number for immediate action.

Scenario 4: PoP Shared After 4:00 PM

    • Explain that we cannot clear fines today due to timing.
    • Partner must wait until the next day, pay additional fines, and share PoP before 12:00 PM.
      • Template available in Zoho Desk: Overstay Fines: PoP Shared After 4PM

Scenario 5: Client Paid Directly at Amer and Questions Higher Amount Sent by IFZA

  • Explain that IFZA adds extra to cover weekends/bank holidays.
  • The send-back specifies until when PoP can be shared with that amount.
    • Template available in Zoho Desk: Overstay Fines: Dispute of Amount Shared and Amount Paid

Key Reminders

  • Always act immediately upon receiving an overstay fine email.
  • Never reassign tickets.
  • Ensure correct escalation filters in Zoho CRM.
  • Communicate clearly about cut-off times and consequences.

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