Refund policy

1. General Refund Conditions

Our Refund Policy may change, and we will announce any amendments on our website. The changes will apply after we have given notice. If you do not accept the revised policy, you should stop using our services. Continuing to use our services after the changes indicates your agreement to the new Refund Policy.

  • Refunds are only available if you have paid for a service and meet the refund eligibility criteria outlined below.
  • Refund requests will only be considered if you satisfy the Refund Eligibility Criteria in full. We reserve the right to decline refund requests at our sole discretion if eligibility criteria are not met.
  • The service is deemed delivered upon the initiation of personal data processing, which starts as soon as you provide all necessary documents for visa processing.

2. Refund Process

Request Procedure: To apply for a refund, complete and submit the "Contact Us" form on our website, selecting "Refund & Cancellation."

Required Information: The refund request must be sent from the email address used to register your visa application. Include your order number, reason for the refund, and any supporting documents.

Processing Time: Eligible refund requests will be processed within 5-7 business days. Note, that this time frame is for our internal processing, not the time it takes for the refund to appear in your account.

Acknowledgment: After submitting your refund request, you will receive an acknowledgment email from us.

3. Receiving Your Refund

Refunds will be processed via the original payment method used. For credit/debit card payments, the exact date by which the refund amount will be credited to your account depends on your bank, but it will not exceed thirty (30) calendar days.

4. Refund Eligibility Criteria 

Acceptable Refunds or Cancellation Requests:

  • Supporting documents have not been submitted, and the services have not been processed.
  • Services that have been canceled or withdrawn by us.
  • Where it is clear a customer has been charged more than once for the same service.

Non-Acceptable Refunds or Cancellation Requests:

  • Services that are partially processed. It means the supporting documents have been submitted, and the services have been started to process.
  • Applications register online but do not complete and submit the visa application form for any reason.
  • Incomplete applications as per guidelines.

After the services are processed, orders become non-refundable by reasons, including but not limited to:

  • Deciding not to proceed with the application due to any reason.
  • Incorrect information because of mistakes in the filling process. It is imperative to provide accurate information required for your visa, especially the date of arrival at your destination. We are not responsible for any visa granted incorrectly or refused due to incorrect information provided by you.

Special Cases

  • Visa Decisions: The granting of visas is solely at the discretion of the respective government authorities. We do not provide refunds if a visa is delayed due to changes in government policies or procedures, and we are not responsible for any losses incurred as a result.
  • Processing Time Difference: If we fail to deliver the visa within the processing time displayed, we may offer a partial refund. Our commitment to providing timely visa services is paramount, and while we strive to adhere to the displayed processing times, unforeseen circumstances may occasionally lead to delays. The refund amount will be determined based on the specific circumstances of the delay and following our refund policies.
  • Denied Visa Applications: If the government of the destination country denies your visa application, we may offer a partial refund. The refund amount will depend on the specific circumstances and our refund policies.

5. Chargebacks

We expect you to contact us using our online form to resolve any problem or issue related to your application and payment before You make any Chargeback request to your bank.

6. Contact Information 

For questions or to initiate a refund request, please do not hesitate to contact us:

Travelner Travel Agency L.L.C
Office No. 417, Adel Ahmed Al Wahedi Bldg, Deira, Al Murar, Dubai, United Arab Emirates.
Email us: [email protected]
Call us: +65 8174 8526

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