Cancellation and Refund Policy

We want our refund policy to be fair and clear. Every order has two parts that are treated differently on cancellation: the myvisa service fee (with VAT on it), and the government, embassy or visa-centre fees that we pay on your behalf at cost.

The refund amount depends on the stage your order has reached when we receive your cancellation request. You can always see your order's current stage in your dashboard.

The refundable share of the service fee is calculated as follows. The matching portion of VAT is refunded with it, and we issue you an electronic credit note:

• Before document review starts: full refund of the service fee (100%).
• After review starts but before submission to the embassy or visa centre: 50% of the service fee is refunded.
• After submission to the embassy or visa centre: the service fee is non-refundable, as the work has been completed.

We pay government, embassy and visa-centre fees on your behalf at actual cost. If you cancel before these fees have been paid to the authority, we refund them in full.

Once paid to the authority, they cannot be refunded by us, because their refund rules are set by the embassy or visa centre, not by myvisa. If the authority allows a refund in a particular case, we will help you apply and pass on to you whatever we receive.

The visa decision belongs to the embassy alone. If an application is refused at the embassy's discretion, or for reasons related to your profile or information you provided, the service fee is not refunded because the service was fully delivered, and government fees already paid are not refunded.

We are still happy to help you understand the reasons given in the embassy's refusal letter and to prepare a new application if you wish.

If your application is refused or returned because of a mistake we are responsible for, such as using the wrong form, an error in entering information you gave us correctly, or a missing document we were responsible for flagging or preparing, you can choose either of the two options below.

We review every case fairly and let you know the outcome in writing.

• A full refund of the service fee, including its VAT.
• Or a free re-application with no new service fee (any new government fees required by the embassy still apply).

Refunds are returned to the same original payment method you used, within 7 to 14 working days of the refund being approved.

Your bank or card issuer may take additional time to show the amount in your account, which is outside our control.

You can request a cancellation or refund in any of the following ways, quoting your order number. The order stage is determined by the time we receive your request.

• From your dashboard: open the order and choose 'Cancel order'.
• Via WhatsApp: message our customer service team on our official number.
• By email: send your request to our customer service email.