A simple guide on when you can get a refund and how to ask for it.
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General
Government fees that have been paid to the government are not eligible for a refund unless you purchase Denial Protection.
You can request a refund within 3 months of your purchase date.
eVisas and other travel documents
You’ll receive a 100% refund if we haven’t sent your application to the government.
We typically haven’t sent your application to the government yet if your order status is:
Action required: Finish application.
Action required: Provide more information.
We’re reviewing your application.
You are not eligible for a refund once your order status changes to either “The government is reviewing your application” or "Your documents are ready for download!" This applies to all of our processing times (Standard, Rush and Super-Rush).
If the government rejects your application, you will not receive a refund unless you purchased Denial Protection with your order.
Appointment-required visas
You’ll receive a 100% refund if we haven’t paid the embassy/visa processor. At this point, your order status will typically be one of the following:
Action required: Finish application.
Action required: Provide more information.
We’re reviewing your application.
You’ll receive a 100% refund of the processing fee if we have paid the embassy/visa processor but have not yet scheduled your appointment. At this point, your order status will typically be the following:
We’re scheduling your appointment.
You are not eligible for a refund once your order status changes to:
“We’ve scheduled your appointment.”
iVisa+ subscriptions
New subscribers
If you’re a new iVisa+ subscriber, you’re eligible for a full refund in two situations:
You purchased iVisa+ and Denial Protection at the same time that you purchased a travel document and the government rejected your application.
You purchased iVisa+ without also purchasing a travel document, but have not used your subscription benefits within 30 days of purchasing your plan.
Existing subscribers
After your plan auto-renews, you can get a refund of your subscription cost within 30 days of the renewal date if you haven’t used your iVisa+ benefits.
Note:
If you bought the subscription with your order, the same policy as for regular orders applies. For example, if your order is in "Action required: Finish application", you’ll receive a 100% refund if we haven’t sent your application to the government.
How do I request a refund?
To request a refund, watch our tutorial or read our step-by-step instructions for guidance.
Check your eligibility in our Refund Policy (https://bit.ly/3Ntc8rG). If you're eligible, proceed with the next steps.
Make sure you’re logged into your iVisa account.
Connect with us on our WhatsApp (https://wa.link/fq9at3) or start a chat with us by selecting the green icon on the bottom right of this screen (see screenshots for reference).
4. Select the “Help with my order” option.
5. Enter your registered email and order number.
6. Select “Cancel and refund” and follow the instructions to get the link to your refund
form.
7. Complete the form.
Please note that to receive your refund, you must:
Meet the criteria described in the Refund Policy (https://bit.ly/3Ntc8rG)
Enter your registered email and order number correctly
Be logged into your iVisa account before you open your refund form link (If you select the link before logging in, log in and then select the link again)
Once you’ve submitted the form, you’ll receive a confirmation email. It may take up to 14 business days for your refund to reflect in your account.
If you purchased Denial Protection, and the government rejects your application, we will automatically refund you the amount you paid, minus the Denial Protection fee.
How long does it take to receive my refund?
Please allow up to 3 business days for us to process your refund. Once we approve your refund, it's sent immediately. If you don't see the money in your account, please contact your bank—sometimes they take up to 14 business days to reflect the refund.
Still need help?
Reach out to our support team on WhatsApp, or view our other options for contacting us.