This policy (“Refund Policy” or “Policy”) applies only to Services Fees for Visa Concierge Services. This Policy does not apply to visa fees which are paid for the visa of the country for which the Customer wishes to apply. Any refund related to visa fees are subject to the discretion of the respective visa issuing government.

It is important that Customers read this Refund Policy carefully. Customers should familiarise themselves with the terms of this Refund Policy, prior to purchasing any services of OneVasco. By using the services offered by OneVasco, a Customer (as defined below) has read, understood, and agreed to OneVasco’s Refund Policy.

Definitions

Customer or You means any person availing Visa Concierge Services on OneVasco website;

Service Fees mean the fees payable for Visa Concierge Services purchased in accordance with Service Terms & Conditions;

Visa Concierge Services is a service that assists individuals or businesses with their visa application and travel requirements;

Services Availed means the Visa Concierge Services shall be deemed to have been availed by the Customer, upon OneVasco contacting the Customer via call or email and informing the Customer of the necessary pre-requisites for the service or within 7 days from the date of payment, whichever is earlier

Refund Eligibility Criteria means the criteria stated herein section;

Refund Request Form means the OneVasco’s form with requested information and supporting documents to request a refund which may be completed and submitted online;

Website means the OneVasco website;

Website Terms and Conditions means the terms and conditions applicable to and posted on OneVasco’s Website.

General Refund Conditions

1. This Refund Policy may be amended by OneVasco at any given time. In the event of any amendments, the same shall be clearly published on the Website. The changes shall be effective after it has been announced on the Website. If the Customer do not wish to accept the revised policy, the Customer should not continue to use the Services of OneVasco. If the Customer continue to use the Services after the date on which the change comes into effect, the Customer availing the Services indicates their agreement to be bound by the new Refund Policy.
2. The refund request for any visa service fee, visa fees or any such fees paid to any client governments or respective third party agencies at the Visa Application Centre, Embassy, respective ministry websites as per the relevant visa process, must be made prior to availing such service, i.e. booking of an appointment, submission of the visa application or any other mode of submission towards which the respective fees have to be paid. Refund of these fees, any charges and deductions, after availing the service is at the sole discretion of the respective third party Visa Application Centre, Embassies, ministries or third party agencies and OneVasco does not have any control on the same.
3. Any and all excess payments made towards service fee shall be refunded in full to the Customers.

Refund and Cancellation Policy

1. 1. Application Cancellation

   • 1. Cancellation Rights:

OneVasco reserves the right to cancel or refuse Visa Applications at any time in the event of:

• System Downtime: downtime or unavailability of Embassy or third-party systems.
• Unforeseen Circumstances: unavoidable or unforeseen circumstances beyond Vasco's control.
• Incorrect or Incomplete Information: inaccurate, incomplete, or misleading information is provided by the Applicant (i.e. incorrect travel dates, unclear passport copies, or failure to provide requested information within 24 hours). Fraud and Unauthorized Transactions: There is reasonable suspicion of fraud, unauthorized transactions, or any illegal activities.
• No Response for 30 calendar days: Application remains open with no response or required action from the applicant within 30 days, the Application will be automatically cancelled and no refund shall be issued for the same. However, Vasco reserves the right to reopen such Applications upon the Applicant's request, within 6 months from the cancelation date, subject to the following conditions:
  1. • 1. The applicant must resubmit all the required documents, as any previously submitted Personally Identifiable Information (PII) data will be purged in accordance with Vasco's Data protection policy.
     • 2. Additional charges may apply based on the prevailing Service terms/fees.
     • 3. For any exceptions or inquiries, applicants may contact Vasco's Support team before the 30-day period lapses.

1. 2. Refund Policy

   • Service Fees:
     Vasco Service Fees are non-refundable once the order has been created, visa application has been submitted and OneVasco services have been rendered, However, Vasco reserves the right to issue a refund if a deficiency in service is proven, in accordance with applicable consumer protection laws and subject to the discretion of OneVasco. OneVasco will retain a Cancelation Fee of INR 250 or USD 5 Vasco Service Fees are non-refundable once the order has been created, visa application has been submitted and OneVasco services have been rendered, However, Vasco reserves the right to issue a refund if a deficiency in service is proven, in accordance with applicable consumer protection laws and subject to the discretion of OneVasco. OneVasco will retain a Cancelation Fee of
   • Visa Fees:
     Visa fees, which are typically paid directly to the respective embassy or consulate, are non-refundable—even if the visa is rejected by the embassy, consulate, or other relevant authorities. If the application has not been processed, OneVasco may assist in facilitating the refund process without liability for delays or discrepancies in the refunded amount.

Refunds are typically processed within 15 working days (Monday to Friday). Please note that processing is not carried out on weekends or public holidays.

1. 3. Additional Provisions

   • Overstay and Non-Compliance: The Applicant shall be solely responsible for any penalties, legal actions, or liabilities arising from overstaying the visa or failing to obtain the necessary approvals at the destination, the Applicant will be solely responsible for any resulting penalty charges, disciplinary actions, legal proceedings, or any other liabilities imposed by governmental or relevant authorities. OneVasco shall have no liability in this regard.
   • Policy Amendments: This policy is subject to change from time to time without prior notice. Applicants are encouraged to review these terms periodically to remain informed in case of any updates.
   • Filling in a Refund Form
     • Submit your request to OneVasco email [email protected]
     • Receiving Your Refund: Refunds will be processed through to the same online payment method originally used by the Customer to pay for the Services
     • Chargebacks: 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.