Refunds for denied applications

If your application is denied by the relevant government authority, we will refund the processing service fee paid to us as part of our money-back guarantee so long as you make a refund request via email. In the occasional case where the government authority rescinds approval of your travel authorisation, we are unable to issue a refund, and strongly suggest you confirm your travel authorisation before checking in for or reserving a flight to your destination country. As we are a private company and unaffiliated with government entities, we emphasise that decisions on admission into your desired country are at the sole discretion of the relevant immigration authorities.

Refunds for other circumstances

If your application has not been denied but you would still like to request a refund for another reason, contact us. We do take exceptional circumstances into consideration should something happen that is outside of your control and will consider refunds on a case-by-case basis. Please email info@cloudvisas.com with your request.

Additional fees outside our control

Our service fee refund covers the fees paid to us directly for processing your application, and unfortunately does not cover any third-party fees you may incur, such as credit/debit card fees or charges from other parties involved in processing your payment.

Currency

Refunds are always issued in the same currency as the original payment. The exchange rate is determined by your credit/debit card company. We unfortunately cannot take responsibility for any differences in refund amounts based on exchange rate fluctuations or exchange fees charged by your card provider.

Refund processing

Any processed refunds will be credited to the to the card used for the original purchase. This is to protect your security and prevent theft, loss, or fraud. To request a refund from us, contact us via email with the following information:

  • Full name;
  • Reason for requesting a refund;
  • Email address associated with the original purchase;
  • The last four (4) digits of the credit card used to make the purchase.

We will credit your refund to your debit/credit card account within 24 hours, and once you bank has accepted the refund you will see the refund on your statement within 3-5 working days.

If your reason to request a refund is not listed here, or if you have any questions regarding refunds, please contact us.