Refund Policy

Effectiveness date: October 2024

Customer satisfaction is one of the Company's priorities. Consequently, We offer our Customers the option to apply for a refund in the event that they are not satisfied with our Services.

If you wish to request a refund, you will need to complete and submit the contact form in the link below, stating clearly the reason for the refund:

Contact Form

The Customer must make the refund request within a maximum period of 30 days of receiving our email confirming successful payment for our professional services (“the request period”). After this period of time, no refunds will be approved, except in particular cases (depending on the circumstances of the Customer, which will be assessed solely at the Company’s discretion).

If the request period is met, the refund request will be evaluated within 72 hours since its receipt. We will review the reasons and the particular circumstances of your case to assess the approval or denial of the refund requested. In any case, the Customer will be informed in writing of the outcome (approval or denial) of its request.

Remarks:

  • In the case that you are requesting a refund for multiple orders of Electronic Travel Documents, each request needs to be filled in individually.
  • Customers whose Electronic Travel Document application has not been submitted to the Immigration Authorities on the date of the refund request will be considered eligible for a full refund.
  • Customers whose Electronic Travel Document application has been approved by the Immigration Authorities will be considered eligible for a partial refund (50%) of our service fee. The fee charged by the Immigration Authorities for the assessment of the approved application is non-refundable.
  • Customers whose Electronic Travel Document application has been denied by the Immigration Authorities are considered eligible for a full refund upon request.
  • The costs of Ancillary Services will not be reimbursed in any case.

If the Customer Service Team accepts a refund request: The refund will be issued within 72 hours from the approval date, via the same payment method that the Customer has used to pay for our Services. Depending on the customer’s payment entity, the refunded amount can take up to a few days (generally, between 10-15 business days) for you to view in your bank account. This delay will not depend on us, rather, it will depend on each payment entity.

Refund Policy for the Ancillary service: Fee Protection

To obtain a refund of the Fee Proteccion all these conditions must be met:

  • The Fee Protection refund request shall be made through the contact form indicated above, selecting the option of reasons for the refund request: “I purchased a Fee Protection and I’d like to claim a refund for a canceled trip”. Requests made by other means may not be attended.
  • Traveling is canceled because of canceling due to: (i) illness; (ii) force majeure; (iii) transport cancellation. Other expenses such as traveling expenses (airplane tickets, hotels, transports, etc.) are excluded from the Fee Protection guarantee and under no circumstance the Company will pay any expenses of this type.
  • The Fee Protection refund request is made up to 120 days after receiving the payment confirmation email of hiring this Service.

If you need any further information about our Refund Policy, you can contact us at info@handyvisas.com.