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Refund Policy

  1. Notice for all Customers

    2. This Refund Policy only applies to fees collected by Us for services provided by VFS Global. And this Policy does not apply to Visa Fees which are paid towards your Visa Application to the country Visa You are applying for. All Refunds will be governed by laws of the local country where the services are being rendered. The visa fee and legalisation fee will be subject to the refund policy of the respective country You are applying for.

    It is important that You read this Refund Policy carefully. You should familiarise yourself with the terms of this Refund Policy, prior to purchasing any goods or services from VFS Global.

  2. Interpretation

    3. Unless otherwise defined, defined terms in this Refund Policy shall have the meaning given to them earlier in these Terms and Conditions.

    "Application": means a form to be completed by a visa customer or You (as applicable) requesting the provision of Services.

    "Service Fees": mean the fees payable by You for the Services purchased in accordance with the Services Terms and Conditions.

    "Issuing Bank": means the bank who has issued card to You as card holder.

    "Refund Eligibility Criteria": means the criteria set out in the below Section.

    "Refund Request Form": means a form with requested information to initiate a refund which can be completed here or may be obtained from a Visa Application Centre.

    "Optional Services": has the meaning include all value-added services/additional services/Premium Services which are described and offered by us on our Website.

    "Services Terms and Conditions": means the terms and conditions for the use of the payment portal and provision of the Services offered by VFS Global to their customers.

    "Chargeback": means where a visa customer or You (as applicable) using the online payment portal makes a complaint to his/her card issuer bank that a transaction is disputed and/or fraudulent.

    "Transaction Charges": means any fees levied by a bank or financial institution upon processing a valid refund request to You or a visa customer (as applicable) which may vary from case to case.

    "Us": means VFS Global or any party acting on Our implicit instructions (with "Our" being construed accordingly).

    "You" includes the person requesting and/or purchasing the Services or any party acting on such person's instructions (and "Your" shall be construed accordingly).

    "Website": means the VFS Global website

    "Website Terms and Conditions": means the terms and conditions applicable to use of the Website set out

  3. General Refund Conditions

    1. This Refund Policy is subject to change by Us and in the event of any amendments, We shall make a suitable announcement on the Website. The changes will apply after We have given notice. If You do not wish to accept the revised policy, You should not continue to use the Services. If You continue to use the Services after the date on which the change comes into effect, your use of the Services indicates your agreement to be bound by the new Refund Policy.
    2. The Visa Fee, Legalisation Fee, Visa service Fee and optional service fees shall be refundable only if You have paid for a Service. You may request a refund in accordance with the Refund Eligibility Criteria.
    3. All excess payments for visa fee, legalisation fee, visa service fee and optional services will be refunded in full to the customers and there will be no exception to such refunds.
    4. In case VFS has charged You the incorrect visa fee, which is less than the actual amount to be charged then VFS will be responsible to remit the correct visa fee/legalisation fee to the competent diplomatic or consular post with no additional impact to You.
    5. In case VFS have overcharged You for the visa fee/legalisation fee, then any such excess amount will be duly refunded.
    6. All the above will form part of the terms of use of the service and will be available to You to confirm at the time of making payment for these services.

  4. Visa Fees and Legalisation Fees

    1. As a general rule the Visa Fee and Legalisation Fee shall not be refunded and will be subject to the refund policy of the respective country You are applying for. And applicable local laws governing such fees in the local country where the service is being provided to You.
    2. In case You have paid the incorrect visa fee or legalisation fee, then customer will be provided the ability to cancel and seek refund of the wrong fee paid and pay the correct fee.
    3. The processing times for visa applications are estimates only. As the processing of your application is subject to the procedures and timescales of the respective Embassy /Consulate/High Commission, over which we have no control, and hence is not a criteria for refund.

  5. Service Fees and Optional Service Fee

    1. Refunds of Service Fees will only be considered where You satisfy the Refund Eligibility Criteria in full. If You (or the relevant visa customer as applicable) fail to meet any of the Refund Eligibility Criteria, We shall have the right in our sole discretion to decline the request for a refund.
    2. The service fee can be refunded if the customer requests such a refund prior to availing the service, i.e., acceptance and processing of the visa application.
    3. The service shall be deemed to be actually delivered in full upon completion of personal data processing, including processing of biometric data, where the visa application is submitted in the Visa Application Centre or if the documentation package sent by mail has been received by the designated Visa application Centre for mail-in/postal applications.
    4. To apply for a refund, You must properly and fully complete and submit a Refund Request Form. All refund requests should be submitted to VFS by You either through an email or in person in the Visa Application Centre or though the online form Refund Request Form
    5. We shall process your Refund Request following receipt as soon as it is reasonably practicable. Response times will vary depending on the mode of payment and stated reasons for request a refund of the Service Fees. In any event, We shall notify You of the outcome of the request in accordance with the timescales set out in the Refund Processing Timelines.
    6. By filling in and submitting the Refund Request Form, the payment of a refund of a Service Fee is not guaranteed. The refund will only be approved or rejected by Us after verification basis the Refund Eligibility Criteria.
    7. Any Transaction Charges or loss due to exchange rate fluctuation which arise upon processing a refund of Service Fees shall be borne solely by You. Transaction Charges will be deducted from the final amount to be refunded. Loss due to bank charges and difference in exchange rate will be borne by you and VFS is not liable to pay any interest on this amount.

  6. Filling in a Refund Form

    1. Where applicable You may apply, online for a Refund
    2. You may also request a Refund Request Form from a Visa Application Centre and submit a completed form to the relevant Visa Application Centre, which shall ensure your form is processed in the appropriate timescales set out below.

  7. Refund Eligibility Criteria

    1. All requests for refunds or cancellation of a Service(s) will only be accepted where:

      1. The refund request is received by us before the date of appointment and within 90 days of the date of payment whichever is earlier. (Except MBS / VAYDS)
      2. For Mobile Biometric Service (MBS) / Visa At Your Doorstep (VAYDS), we require 96 hours’ notice of cancellation prior to the biometric appointment to be eligible for a refund.
      3. Optional service fees can be refunded, if You request a refund prior to availing the service or before the date of your appointment to attend the Visa Application Centre
      4. The refund request is received by us before 2 working days prior to the date of appointment, provided that You have cancelled your appointment on the system.
      5. Where it is clear a customer has been charged more than once for the same service.
      6. This includes the circumstances where You have purchased a Service but been notified by Us that it has been cancelled or withdrawn.

    2. Requests for refunds or cancellation of a Service(s) will not be accepted where:

      1. In the case of any services which are partially used, no Refund request will be approved in such cases.
      2. If You miss your appointment on the scheduled date
      3. If You are delayed for your appointment and You cannot be accommodated on the same day
      4. If your application is incomplete as per the guidelines and the application cannot be accepted on the appointment day
      5. If You decide not to proceed with the application
      6. If You cancel your appointment
      7. If You are unable to proceed with your appointment as You have selected the Visa Application Centre location incorrectly.

  8. Refund processing timeline:

    1. You must send the Refund Request Form to Us as instructed above.
    2. Within five (5) working days of receipt of the Refund Request From, We shall contact You to request any further information (if required) and You shall provide such information as soon as reasonably practicable. However, in any event no later than seven (7) working days following such request.
    3. Within seven (7) working days following the receipt of any additional information requested by Us (or where no further information is requested, five (5) working days from receipt of Your Refund Request Form), We shall notify You by e-mail of the decision on whether You are eligible for a refund or not.
    4. Refunds of Service Fees will be processed within fifteen (15) working days from the date of notifying You of the decision.
    5. You will have no recourse to a refund of the Service Fees if we suspect You have, or are, engaged in, or have in any way been involved in, fraudulent or illegal activity on the Website.

  9. Receiving Your refund

    10. Refunds will be processed by the same method as payment was made for these Services. For example, if payment was made via use of credit or debit card, refund will also be done via the same credit/debit card. If VFS is unable to process refund by the same mode in which payment has been made, in such case VFS will notify You, of an alternate mode of payment for processing such refund. In case of payments by debit/credit card, the exact date by which refund amount will be credited in the account of the customer’s bank card shall depend on the bank card issuer but not more than Thirty (30) calendar days.

  10. Chargebacks

    11. We expect You to contact Us using our online feedback form to resolve any problem or issue related to your application and payment, before You make any Chargeback request to your bank. This Section does not affect any rights which You may have against the issuer of a debit or credit card. We will investigate any Chargeback requests made by You and in response will inform Your Issuing Bank whether any services have been cancelled.