We want you to know exactly what happens to your money if your plans change. This policy explains when our service fee can be refunded.
Embassy and third-party fees
Embassy fees, visa centre fees, biometric fees, insurance, courier charges and booking charges are paid to other organisations. Once paid, they cannot be refunded by us. If the organisation itself gives a refund, we will pass it on to you in full.
Our service fee
| When you cancel | Refund of our service fee |
|---|---|
| Before we start working on your file | Full refund |
| After document checking or preparation has started | 50% refund |
| After your application has been submitted to the embassy | No refund |
If your visa is refused
The decision belongs to the embassy, and our work on your application has already been done, so the service fee is not refunded. We will go through the refusal letter with you free of charge and explain your options.
If we make a mistake
If your application is refused or seriously delayed because of a mistake made by us, we will refund our service fee in full.
Cases with no refund
- False or altered documents, or wrong information given to us.
- Missing an appointment or interview without telling us in advance.
- Not sending the documents we asked for within 30 days.
How to ask for a refund
Send us a written request by email or at our office, with your application number and the reason. Approved refunds are paid within 7 working days, using the same method you paid with (cash, mobile banking or bank transfer).
Contact us
If you have a question about a refund, please contact us.