This policy explains when refunds are available. Our charges comprise a government fee (paid to the issuing authority) and our service fee (for reviewing and submitting your application).
Service fee
- Before submission to the government: refundable, less any processing work already performed.
- After submission: non-refundable, as the work has been completed.
Government fee
Once an application is filed with the authority, the government fee is generally non-refundable, including where the authority refuses the application — the fee pays for processing the decision, not for a successful outcome.
Errors on our part
If an application fails solely due to a verifiable error by us, we will re-submit at no additional service-fee cost or refund the service fee.
How to request a refund
Contact support@vuvgo.com with your order reference. Approved refunds are returned to your original payment method, typically within 5–10 business days.
Chargebacks
Please contact us before initiating a chargeback so we can resolve the issue directly. This policy forms part of our Terms and Conditions.