REFUND & RETURN POLICY

Effective Date: 11 August 2026
At Visa Kendra Services, we are committed to providing professional visa consulting and assistance services, along with travel-related services including tours and travel packages and domestic air ticket booking services. Please read this Refund & Return Policy carefully before making any payment or placing an order with us.

1. Nature of Our Services

The fees paid by the customer are primarily towards Visa Consulting & Assistance Services, which may include consultation, document guidance, application assistance, document checking, appointment-related assistance, travel guidance, and other services agreed upon with the customer.

We also provide the following travel-related services:

• Tours and Travel Packages

• Domestic Air Ticket Booking Services

• Visa Consulting & Assistance Services

• Other travel assistance services as specifically offered by us

The customer understands that payment made for our consulting or assistance services is for the professional services provided by us and does not constitute a guarantee of visa approval, visa issuance, immigration approval, or any decision by a government authority, embassy, consulate, visa centre, airline, hotel, or other third party.

2. Visa Consulting & Assistance Fees

The fees paid for Visa Consulting & Assistance Services are charges for the professional assistance and services provided by us.

Once our services have commenced, including consultation, document review, application preparation, documentation guidance, appointment assistance, form-filling assistance, or other related work, the service fee may become non-refundable, subject to applicable law and the specific terms communicated to the customer at the time of purchase.

Our service fees are separate from any fees charged by embassies, consulates, visa application centres, governments, biometric centres, courier companies, insurance providers, or other third-party service providers.

3. Visa Refusal or Rejection

Visa refusal or rejection does not automatically entitle the customer to a refund of our Visa Consulting & Assistance Service Fees.

Visa decisions are made solely by the relevant embassy, consulate, immigration authority, or government department. We have no control over the outcome of a visa application.

Therefore, if a visa application is refused, rejected, delayed, or otherwise not granted, the professional consulting and assistance fees paid to us shall generally remain non-refundable because the services provided by us are for consultation and assistance and not for guaranteeing a particular visa outcome.

Any government visa fee, consular fee, visa centre fee, biometric fee, courier fee, travel insurance fee, or other third-party payment is subject to the refund policy of the respective third-party provider.

4. Cancellation by Customer

If the customer wishes to cancel our services before work has commenced, the customer may contact us as soon as possible.

Where no work has commenced, any refund, if applicable, will be considered after deduction of applicable administrative, payment gateway, processing, or other charges.

Once substantial work has commenced, including consultation, document verification, preparation, application assistance, appointment assistance, or submission-related services, the amount paid may be non-refundable.

5. Change of Travel Plans

A change in the customer's travel dates, destination, personal circumstances, visa appointment, or travel plans does not automatically create an entitlement to a refund of Visa Consulting & Assistance Service Fees.

Where applicable, we may assist the customer with modifying the service, subject to the availability of the service and any additional charges.

6. Tours & Travel Packages

For Tours and Travel Packages, the refund or cancellation terms will depend upon the package booked and the cancellation policies of the relevant hotels, airlines, transportation providers, tour operators, activity providers, and other suppliers.

The customer will be informed of applicable cancellation conditions wherever reasonably possible before confirmation of the booking.

If a third-party supplier imposes cancellation charges, those charges may be deducted from any amount refundable to the customer.

7. Domestic Air Ticket Bookings

For Domestic Air Ticket bookings, refunds and cancellations are subject to the fare rules and cancellation policies of the respective airline.

Airline cancellation charges, fare differences, convenience fees, payment gateway charges, agency service charges, and other applicable charges may be deducted from the refundable amount.

Where an airline declares a flight cancellation or provides an alternative arrangement, the applicable refund or adjustment will be handled according to the airline's rules and the terms applicable to the ticket purchased.

8. Non-Refundable Third-Party Charges

The following amounts may be non-refundable, depending on the applicable terms:

• Government visa fees

• Embassy or consulate fees

• Visa application centre fees

• Biometric fees

• Courier charges

• Travel insurance premiums

• Airline cancellation charges

• Hotel cancellation charges

• Tour operator cancellation charges

• Payment gateway charges

• Other third-party charges

Such amounts are governed by the respective third-party provider's terms and conditions.

9. Incorrect Information Provided by Customer

The customer is responsible for providing accurate and complete information and documents.

We shall not be responsible for any loss, delay, rejection, cancellation, additional expense, or other consequence arising from:

• Incorrect information supplied by the customer

• False or misleading information

• Incomplete documentation

• Expired documents

• Failure to provide documents within the required time

• Failure to attend an appointment

• Failure to provide biometric information

• Failure to comply with embassy, consulate, airline, or government requirements

Fees paid for services already performed may not be refundable in such circumstances.

10. Refund Processing

Where a refund is approved, the refund will generally be processed through the original payment method used by the customer, wherever technically and operationally possible.

The processing time may vary depending upon the payment gateway, bank, card issuer, or other financial institution.

Any applicable deductions will be communicated to the customer.

11. Duplicate Payments

If a customer accidentally makes a duplicate payment for the same service, the customer should immediately contact us with the relevant payment details.

After verification, the duplicate amount may be refunded after deduction of applicable payment processing or transaction charges, where applicable.

12. Services Already Delivered

No refund shall ordinarily be available for services that have already been fully delivered or substantially performed.

This may include consultation, document checking, application assistance, form-filling assistance, appointment assistance, travel planning, ticketing assistance, or other professional services that have already been provided.

13. No Guarantee of Visa Approval

Our Visa Consulting & Assistance Services are intended to assist customers in preparing and presenting their applications appropriately.

However, we do not guarantee visa approval or visa issuance.

The final decision rests entirely with the relevant embassy, consulate, immigration authority, or government department.

Payment for our consulting and assistance services should therefore not be interpreted as payment for obtaining or guaranteeing a visa.

14. Refund Request

To request a refund, customers should contact us through our official contact details and provide:

• Customer's full name

• Contact number

• Email address

• Order or transaction reference

• Date of payment

• Service purchased

• Reason for requesting a refund

• Relevant supporting documents, if applicable

Each refund request will be reviewed according to the applicable terms of the service purchased.

15. Exceptions

In exceptional circumstances, we may review a refund request on a case-by-case basis.

Any exception granted by us shall not create an obligation to provide the same exception in future cases.

Nothing in this policy is intended to limit any rights or remedies available to customers under applicable law.

16. Policy Changes

We reserve the right to update or modify this Refund & Return Policy from time to time.

Any updated version will be published on our website with the revised effective date.

17. Customer Acceptance

By making a payment for our services, the customer acknowledges that they have read, understood, and accepted this Refund & Return Policy and the applicable terms relating to the service purchased.

The customer further acknowledges that the fees paid for Visa Consulting & Assistance Services are professional service fees and are not a guarantee of visa approval or issuance.

For any refund-related query, please contact our customer support team using the contact details provided on our website.