Refund & Cancellation Policy
1. How Our Services Work: Stages
Every service is split into stages. A stage is one clear piece of work with its own fee, shown on the service page or in your Client Engagement Letter. If you pay in full up front, we treat your payment as covering each stage's fee.
A stage is delivered when we hand over what that stage produces:
Interview preparation, if your package includes it, is a separate stage.
"Delivered" means we have done the work and sent it. It does not depend on the visa decision, or on you attending your appointment.
2. Your Right to Cancel (14 Days)
If you buy from us online, by phone or by message, you can cancel within 14 days of the day we agree the contract. You do not need a reason. Tell us by email (office@globalvisajourneys.com) or WhatsApp.
3. Before We Start Work
If you cancel before we start, you get a full refund. No deductions. We pay it back to the account or card you paid from, at no cost to you, within 14 days of you telling us. If you paid by bank transfer, it goes back to the same bank account.
4. When We Start Work
We start work, including any service, after you sign our Client Engagement Letter and send it back to us. We prepare the letter for you and email, print or WhatsApp it. By signing it you:
- ask us to start work now, before the 14 days are over;
- confirm you have read this policy and understand what "stage" and "delivered" mean;
- understand that once we have fully delivered a stage, you can no longer cancel that stage.
5. If You Cancel Within 14 Days After We Have Started
You pay for the work we have already done, and we refund the rest. Once a stage has been delivered, you cannot cancel that stage.
6. After the 14 Days
7. If We Cannot Proceed
If we cannot continue, or we tell you your case is not viable, we refund the fees for work we have not done, and if we have not started yet we will refund it in full.
8. The Visa Decision
Our fee pays for preparation, not for the result. A refusal on its own is not a reason for a refund. This does not affect your legal rights, including your right to a service carried out with reasonable care and skill.
9. Fees Paid to Others
These are paid to other companies and we cannot refund them once paid:
- Embassy, consulate and visa-centre fees (including VFS, BLS and TLScontact) and appointment fees;
- Flight reservations for a visa application, once bought;
- Travel insurance, once bought.
Real flight bookings: whether you can get a refund depends on the ticket. We tell you whether the ticket is refundable or non-refundable before you pay. A refundable ticket is refunded under the airline's rules, minus any airline charges. A non-refundable ticket cannot be refunded. Our own booking fee for a real flight booking is non-refundable once the ticket has been bought.
10. How to Ask
Email office@globalvisajourneys.com with your name, the service and the payment date. We reply within 3 working days.
The admin fee covers the time we spend setting up your case file and preparing your documents for you, and the payment handling costs we cannot recover. It is the lower of £25 or 10% of the fee, and it is never charged on assessments.