Legal · Visafy
What can be refunded, what usually can't, and how to ask.
Effective date: 21 July 2026Last updated: 21 July 2026Applies to: Visafy and all Visafy services
In plain language
Your payment has two parts. Our service fee is refundable if you cancel before we file, and always refundable if we can't file your application. The government's fee is set by the government and is usually non-refundable once filed.
This summary is here to help. The complete text below is the governing document.
Every order is made of the government's own fee and Visafy's flat service fee. They follow different rules, so this policy treats them separately.
Your order confirmation and your account both show the split, so you always know which part is which.
Key point
Government fees are set and kept by governments. Service fees are ours — and ours to refund.
If you cancel before we file your application with the government, we refund our service fee in full.
If the government fee has not yet been paid over, it is refunded too.
The moment we pay the government on your behalf, that part of your payment is in the government's hands — which is why the government fee stops being refundable at that exact point, and not before.
Once an application has been filed, the government fee is in the government's hands and is usually non-refundable, whatever the outcome.
Because the preparation and filing work has been done, the service fee is generally not refundable after filing.
The rules on this page are the complete refund policy. If we ever publish a more detailed stage-by-stage table, it will appear here and will only ever be more generous than these rules, never less.
If for any reason we cannot file your application — for example, the product is unavailable for your nationality — we refund everything you paid, including the service fee.
Our promise
If we can't do the work, you don't pay for it. Full refund, including our fee.
If the government refuses the application, the government fee is kept by the government and the preparation work has still been done, so a refusal by itself does not create a refund. We tell you this before you pay, on every destination page, because services that imply otherwise are not being straight with you.
Refunds go back to the payment method you paid with — we never pay refunds to a different card or account.
Every refund request is reviewed by one person and approved by a second, so mistakes are caught before money moves.
Approved refunds are sent back promptly; card refunds typically take 5–10 business days to appear on your statement, depending on your bank.
Use the contact form and choose "Payment or refund questions", quoting your reference number.
If you are considering a card dispute instead, please contact us first — a formal dispute legally requires us to pause all work on the order until the card networks resolve it, which is almost always slower than letting us fix the problem directly.
Use our contact form and choose “Legal and privacy enquiries” so your message reaches the right people.
Please don’t send passport photos, card details or other sensitive documents by email — use the secure upload inside your application.
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