Refund Policy

1. Two kinds of fees

Your payment may include our service fee (what we charge for preparing and assisting with your application) and government fees (set by the authority, which we collect and pass through).

Government fees are generally non-refundable once an application has been submitted to the authority, because the authority does not return them to us. Where a government fee has not yet been paid to the authority, we will refund it.

2. Service-fee refund schedule

Refunds of our service fee depend on how far your order has progressed:

• Before we begin work — full refund of the service fee, available within 14 days of payment provided we have not yet started preparing your application.
• After we begin work but before submission — partial refund of the service fee, reflecting the work already performed.
• After submission to the authority — the service fee is non-refundable, because our work is complete.

3. If we make a mistake

If your application is rejected solely because of an error we made in preparing it, you are entitled to a full refund of our service fee. This commitment is binding. It does not cover refusals based on the authority's discretion, your eligibility, or information you provided or approved.

4. Inactive orders

If an order remains incomplete and inactive for 12 months, we may cancel it. Any service fee already earned for work performed is non-refundable; unstarted, fully refundable amounts will be returned where applicable.

5. Bundles (visa + arrival card)

When you buy a bundle (an eVisa together with an arrival card in one order), one discounted payment covers both documents. The bundle discount applies to our service fees only; government fees are never discounted.

If your visa application is rejected by the authority, we do not submit the arrival card. The visa government fee follows the authority's policy (section 1). Your visa service fee is refunded per the schedule in section 2. The arrival-card service fee is refunded minus the bundle discount, which is forfeited because the bundle did not complete. The total service amount refunded never exceeds the service amount you paid.

If you cancel the whole bundle before we submit anything, the service fees for both documents are refunded per section 2.

Refunds include the proportional tax collected on the refunded service amounts.

6. Rejection Protection (optional add-on)

Rejection Protection is an optional add-on you can buy with a bundle, or that may be included in a subscription plan. It is a service commitment from us, not an insurance product.

If the authority rejects your visa application (documented by the official authority notice), we refund everything you paid for the order — government fees included — minus the protection fee itself, which is non-refundable as the cost of the protection.

Rejection Protection cannot be combined with any bonus-credit refund alternative: a protected order is refunded in full per the paragraph above.

If you cancel before submission, the standard cancellation terms apply and the protection fee is not refunded.

7. How to request a refund

Email support@evisa.help with your order details. We aim to respond within 48 hours. Approved refunds are returned to your original payment method via Stripe; your bank may take additional time to post the refund.