Refund Policy

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Understanding Your Refund Options

Refund Type Applies When
Full Refund A full refund may be available if your application has not yet entered processing or a verified duplicate application or duplicate payment has been identified.
Important : If you wish to cancel your application or request a refund, please contact our support team directly before contacting your bank or payment provider. Initiating a chargeback without first following the process set out in this Refund Policy may result in your access to our services being permanently restricted.
Partial Refund A partial refund may be available if processing has commenced, but your application has not yet been submitted to the relevant immigration authority.
Refund includes: 100% of the government fee and 50% of the service fee.
No Refund Refunds are not available once your application has been submitted to the relevant immigration authority, regardless of whether it is pending, approved, or refused.

About This Policy

Visa ePortal(referred to in this Refund Policy as "the Company", "we", "our", or "us") owns and operates this website and provides the services available through it.

Refund eligibility depends on the stage your application has reached and the services completed before we receive your refund request.

1. How Refund Eligibility Is Assessed

Each refund request is assessed according to the stage your application has reached when we receive your request. 

Eligibility

  • Duplicate applications
  • Confirmed technical errors
  • Applications that have not yet entered processing

Details

You may be eligible for a full refund if a duplicate application is identified, a confirmed technical error prevents your application from being processed correctly, or your application has not yet entered processing.

Eligibility

Applications that have entered processing but have not yet been submitted to the relevant immigration authority

Details

Once processing has begun, our team may have completed eligibility checks, document verification, application preparation, and manual review. If your application has not yet been submitted to the relevant immigration authority, you may qualify for a partial refund. This includes 100% of the government fee and 50% of the service fee, reflecting the processing work completed before submission.

Eligibility

  • Applications already submitted to the relevant immigration authority
  • Applications awaiting a government decision
  • Approved applications
  • Refused applications

Details

Once your application has been submitted to the relevant immigration authority, the requested service is considered fully completed. From that point onwards, refunds are no longer available, regardless of your application's outcome.

2. Immediate Commencement of Services

By submitting an application, the applicant expressly requests that we begin providing the requested service immediately before the expiry of the statutory 14-day withdrawal period. The applicant also acknowledges that the statutory right to withdraw ends once the requested service has been fully performed.

This acknowledgement is obtained before payment is completed and before the requested service begins.

If the applicant requests to withdraw after processing has commenced, refund eligibility will be assessed according to the stage your application has reached and the provisions of this Refund Policy together with the Terms of Service.

Once the application has been submitted to the relevant immigration authority, the requested service is considered complete. From that point onwards, cancellations and refunds are no longer available.

3. How to Request a Refund

Step 1.

Submit Your Refund Request

To submit a refund request:

Email info@visa-eportal.com with the subject line "Refund Request".

Include your full name, contact details, proof of payment, and any relevant information that may assist us in reviewing your request.

Step 2.

Refund Review

Once we receive your refund request, we will assess your application against the refund eligibility criteria set out in this Refund Policy.

Step 3.

Refund Processing

If your refund request is approved, we will process it promptly.

4. Receiving Your Refund 

Once your refund has been approved, we will initiate it immediately. Depending on your bank, card issuer, payment provider, or payment method, the refunded amount generally appears in your account within 5 to 10 business days.

5. Non-Refundable Charges

The following cannot be refunded where applicable:

  • Government or consular charges already paid to the relevant immigration authority, embassy, or consulate.
  • Standard or Express processing services once processing under the selected service has started.
  • Any part of the requested service that has already been fully completed before a refund request is received.

6. Additional Refund Considerations

Visa Refusal

If the relevant immigration authority refuses a visa application, our service fee is non-refundable. Visa decisions are made solely by the relevant government authority and remain outside our control.

Duplicate Applications

If the same traveller submits more than one identical application, a full refund may be available for the duplicate application after verification, provided it has not already been submitted to the relevant immigration authority. Please get in touch with our support team as soon as possible and provide any relevant details relating to the duplicate application.

Technical Errors

If you believe a technical error has resulted in an incorrect charge or duplicate payment, please get in touch with our support team immediately. We will look into this and, if a technical error is confirmed, issue a full refund with no deductions.

Force Majeure

If an application cannot be processed due to circumstances beyond our reasonable control, including government suspensions, border closures, or other force majeure events, each situation will be assessed individually.