Refund Policy

1. Key points

• Your order comprises two separate amounts. The service fee pays for the work of Visaska. The government fee is paid to the authority of the destination country, in your name and on your behalf, for its exact amount and without any mark-up.
• Before your application is submitted, you may cancel and recover the full service fee.
• After submission, the service has been performed: it is no longer refundable, except in the cases covered by our guarantees.
• If we deliver late in relation to the promised date, we refund the service fee, and also the government fee under the Super Rush plan.
• If your application is refused, we submit a new application with no service fee.
• The authorities do not refund their fees once the application has been submitted, even if it is refused. Where we refund government fees to you under a guarantee, the cost is borne by Visaska.

This policy summarises the rules laid down in our General Terms and Conditions of Sale (GTCS), which are authoritative.

2. Some useful definitions

• Submission: the moment at which we submit your application on the official portal of the authority. It is evidenced by a reference number or acknowledgement of receipt from the portal, visible in your tracking area.
• Promised delivery date: the date displayed before payment and repeated in your order confirmation, by which we undertake to send you your visa or the authority's decision.
• Exclusions: situations that postpone the promised date because they are beyond our control. These are:
  • delays attributable to you: questionnaire not yet completed, requested answer or document not yet provided, inaccurate information to be corrected, change requested after payment, inability to contact you;
  • force majeure (natural disaster, conflict, epidemic, border closure, etc.);
  • unavailability of the official portal (outage, maintenance, suspension of the programme);
  • the authority's decision to request additional information or documents, or to summon the traveller for an interview.

3. Table of refund cases

Situation	Service fee	Government fee	Refund timeframe
You cancel before submission (including within the 14-day withdrawal period)	Refunded in full	Refunded if not yet paid to the authority. If already paid, refunded only if the authority refunds it, and then passed on in full	14 days from your cancellation request
You cancel after submission	Not refunded (the service has been performed)	Not refunded (the authority does not refund)	—
We deliver after the promised date, excluding exclusions	Refunded in full, automatically	Standard and Rush: not refunded. Super Rush: refunded by Visaska	14 days from the late delivery
Your application is refused by the authority	Not refunded, but a new application with no service fee for the same traveller, the same destination and the same trip, ordered within 90 days of the refusal	Not refunded; the government fee for the new application remains payable	—
Your application is refused because of an error by Visaska (for example, information entered differently from yours)	Refunded in full, and a new application with no service fee	Refunded by Visaska	14 days from the establishment of the error
The refusal decision is sent after the promised date, excluding exclusions	At your choice: refund of the service fee, or a new application with no service fee (not cumulative)	Standard and Rush: not refunded. Super Rush: refunded by Visaska if you choose the refund	14 days from your choice
The authority refuses to examine the application after submission (application declared inadmissible)	Treated as a refusal (new application with no service fee), unless due to an error by Visaska	Not refunded, unless due to an error by Visaska	As above
Submission is impossible through no fault of your own (portal permanently closed, visa programme suspended, nationality no longer eligible)	Refunded in full	Refunded if not yet paid to the authority; otherwise passed on if the authority refunds it	14 days from the establishment of the impossibility
You have paid twice for the same application	Refunded in full	Refunded in full	14 days from the establishment of the double payment
The authority lowers its fee between your payment and submission	—	The difference is refunded to you	14 days from submission
The authority raises its fee between your payment and submission	Refunded in full if you choose to cancel	You choose to pay the difference or to cancel with a full refund	14 days from your choice
Free official form (TDAC, MDAC, IMUGA, Sri Lanka ETA, etc.)	Same rules as above for the service fee of 9 €: refunded before submission or in the event of delay, not refunded after submission	No government fee	14 days

4. Your right of withdrawal

If you are a consumer, you have 14 days after your order to withdraw. As visas are often applied for shortly before departure, we ask you, at the time of payment, to tick a box so that we can start work immediately.

• If you withdraw before submission, you are refunded as indicated in the first row of the table. The law would allow us to retain an amount proportionate to the work already carried out: we waive this.
• Once your application has been submitted, the service has been fully performed and you can no longer withdraw (Article L221-28, 1° of the French Consumer Code).

If your order concerns several travellers, each application is handled separately: you may cancel those that have not yet been submitted.

The model withdrawal form is set out in the annex to the GTCS; you may also simply use the "Cancel my application" button in your tracking area or write to us.

5. How to request a refund

5.1 Automatic refunds

You do not need to do anything when the timeframe guarantee applies, in the event of a double payment detected by our systems, or when the authority lowers its fee: we initiate the refund and inform you by email.

5.2 In all other cases

Submit your request:

• from your tracking area, using the "Cancel my application" button or the messaging service;
• or by email to contact@visaska.com, stating your order number and the name of the traveller concerned.

We acknowledge receipt of your request and inform you of our decision. If your request is refused, we explain the reasons to you.

6. How and when you are refunded

• The refund is made to the payment method used for the order (bank card, Apple Pay or Google Pay), in the currency in which you paid.
• We make the refund within 14 days of our decision (or, in the case of withdrawal, of the day on which we are informed of your decision).
• Your bank may then take 5 to 10 working days for the amount to appear in your account.
• The refund does not incur any charge on our part. If your card is denominated in another currency, your bank may apply its own exchange rate, over which we have no control.
• If your card has been cancelled or replaced, the refund is generally redirected by your bank to the new card; failing that, please contact us.

7. Before disputing a payment with your bank

Contact us first: we resolve most situations within a few days, whereas a bank dispute (chargeback) procedure often takes several weeks and may block the processing of your application.

8. In the event of disagreement

If you are not satisfied with our response, you may send a written complaint to contact@visaska.com. If the disagreement persists, you may have recourse, free of charge, to the consumer mediator to which we are subject:

• Centre de médiation de la consommation de conciliateurs de justice (CM2C)
• 14 rue Saint Jean, 75017 Paris, France
• https://www.cm2c.net

The conditions of mediation are set out in our GTCS.