This Refund Policy explains when refunds are available for orders placed with Vuvgo (“we”, “us”) through vuvgo.com. We assist with eVisa and eTA applications for India, Kenya, Sri Lanka, Ethiopia, Vietnam, Canada, Egypt and Brazil. Please read this before you pay so there are no surprises.
Each order comprises a government fee (paid to the destination authority) and our service fee (for reviewing, preparing and submitting your application). The service fee depends on the processing speed you choose — a faster speed is a higher service fee per applicant, not a separate surcharge. The framework below is built around a single dividing line: whether or not we have already submitted your application to the relevant government authority.
Refund at a glance
| Tier | When it applies | Service fee | Government fee |
|---|---|---|---|
| Tier 1 — Full refund | Before we submit your application | Refunded | Refunded |
| Tier 2 — No refund | After submission to the authority | Non-refundable | Non-recoverable |
| Tier 3 — Discretionary | Rejected for reasons not attributable to you | Partial / full, case by case | Non-recoverable |
This table is a quick guide only — the full conditions for each tier are set out below.
Tier 1 — Full refund (before submission)
You receive a full refund of both the government fee and our service fee if all of the following are true:
- You cancel before we begin processing your application.
- We have not yet submitted your application to the relevant government authority.
- You request the refund promptly after payment, provided we have not yet submitted.
To request a Tier 1 refund, email support@vuvgo.com with your order reference number. Approved refunds are returned to your original payment method (the card you used at checkout), typically within 5–10 business days.
Tier 2 — No refund (after submission)
Once your application has been submitted to the government authority, our service fee is non-refundable, because the work you paid us for has been completed. This includes any extra you paid for a faster processing speed, once that faster handling has been provided.
The government fee is generally non-recoverable from the destination authority once an application is filed: the fee pays for the authority to process and decide your case, not for a particular outcome. This applies regardless of whether the authority subsequently approves or rejects the application.
Tier 3 — Discretionary refund (non-attributable rejection)
If the government authority rejects your application for reasons not attributable to you, we may, at our discretion, issue a partial or full refund of our service fee. Because Vuvgo is a private assistance service and not a government agency, approval is decided solely by the destination authority — we cannot guarantee any outcome.
You are NOT eligible for a discretionary refund where, for example:
- You provided inaccurate, incomplete or misleading information.
- Your passport did not meet the destination's validity or quality requirements.
- You were ineligible based on your nationality or a restricted list.
- You were rejected for reasons specific to your personal immigration history.
To request a Tier 3 refund, email support@vuvgo.com with the official rejection notice from the authority attached. We aim to review such requests within 7 business days.
Errors on our part
If an application fails solely because of a verifiable error by us, we will either re-submit at no additional service-fee cost or refund our service fee, at your choice.
How to request a refund
Email support@vuvgo.com and include:
- Your order or application reference number.
- The reason for the refund request and which tier you believe applies.
- (Tier 3 only) A screenshot or PDF of the government rejection notice for the affected application.
Notes
- Approved refunds are issued to your original payment method.
- Currency-conversion fees charged by your bank or card issuer are outside our control and are not refundable by us.
- Refund requests submitted long after the order date are reviewed case by case.
- Please contact us before initiating a card chargeback so we can resolve the issue directly. Chargebacks raised without contacting us first may result in suspension of your access to our service.
Related
This policy forms part of our Terms and Conditions. See also our Privacy Policy for how we retain refund-related records.
Governing law
This Refund Policy is governed by the laws of Vietnam. Any disputes are subject to the competent courts of Vietnam.
Contact
Questions about a refund? Email support@vuvgo.com.