At our Company, customer satisfaction is a top priority. For this reason, we allow customers to request a refund if they are not fully satisfied with the assistance services provided.
To request a refund, you must complete and submit the Contact Form, clearly explaining the reason for your request.
Refund applications are reviewed within 24 hours of receipt. Our Customer Service team will evaluate the reasons and circumstances provided before confirming whether the refund will be approved or denied. You will always be notified of the outcome.
All refund requests must be made within 30 days of receiving our payment confirmation email. Requests submitted after this period will not be considered, except in exceptional cases depending on individual circumstances.
Important Notes
- If you are requesting a refund for more than one travel document, a separate request must be submitted for each order.
- If your application has not yet been submitted to the government at the time of your request, you are eligible for a full refund.
- If your application has been approved by the government, you may be entitled to a partial refund (50%) of our service fee, if accepted by our team.
- Government fees charged for processing applications are non-refundable.
- If your application has been denied by the government, you may qualify for a full refund of our service fee, in line with our service guarantee.
- Fees paid for ancillary services cannot be refunded under any circumstances.
Refund Process
If your refund request is accepted:
- The refund will be processed within 72 hours using the same payment method you originally used.
- You will receive a confirmation email once the refund has been issued.
- Depending on your bank or payment provider, it may take up to 10 business days for the refunded amount to appear in your account.
For additional details or inquiries about this Refund Policy, please contact us at: mdac@entryclearance.org.