Refund & Cancellation Policy
1. Introduction
This Refund & Cancellation Policy explains the circumstances under which refunds, cancellations, and related requests may be considered for services purchased through InstaeVisa.com, operated by Alex Tour and Travel Pvt. Ltd.
By placing an order or using our services, you acknowledge that you have read, understood, and agreed to this Policy together with our Terms & Conditions and Privacy Policy.
2. Nature of Our Services
InstaeVisa.com is an independent visa assistance provider. We assist customers with application preparation, document verification, administrative processing, and application support where permitted.
We are not an embassy, consulate, immigration authority, or government agency. We do not issue visas or make immigration decisions. All visa approvals, refusals, processing times, and entry permissions are determined solely by the relevant government authority.
3. Cancellation Requests
Customers may request cancellation of their order by contacting our customer support team before processing of the application has commenced.
Cancellation requests are reviewed individually. Approval of a cancellation request depends on the stage of processing and whether work has already been performed on the application.
Submission of a cancellation request does not automatically guarantee that a refund will be issued.
4. When a Refund May Be Available
Subject to this Policy, a refund may be considered where:
- A cancellation request is received before processing has commenced.
- Payment has been made more than once for the same application due to a duplicate transaction.
- A technical error has resulted in an incorrect payment being successfully charged.
- A refund is otherwise required under applicable law.
Where a refund is approved, any applicable administrative, processing, banking, or payment handling charges may be deducted before the refund is issued.
5. Services That Are Not Eligible for Refund
Refunds will generally not be available where:
- Processing of your application has already commenced.
- Your application has been prepared or submitted to the relevant authority.
- Government fees have already been paid on your behalf.
- Documents have already been reviewed or verified.
- Priority, Rush, or Urgent Processing has been selected and work has begun.
- The requested service has already been completed.
6. Government Fees
Government fees, embassy charges, visa processing fees, biometric fees, and similar official charges collected on behalf of government authorities are generally non-refundable once they have been paid or submitted.
Any refund of government fees is subject solely to the policies of the relevant government authority and not to InstaeVisa.com.
7. Administrative and Service Charges
Our service charges cover the work performed by our team, including application review, document verification, customer support, and administrative processing.
Where a refund is approved, we may deduct reasonable administrative or processing charges for services already performed before calculating the refundable amount.
8. Processing Begins
For the purpose of this Policy, processing may begin once payment has been successfully received and our team starts reviewing, verifying, preparing, or handling your application or supporting documents.
The commencement of processing is determined by our internal operational records.
9. Customer Responsibilities
Customers are responsible for:
- Providing accurate and complete information.
- Uploading valid supporting documents.
- Responding promptly to requests for additional information.
- Reviewing submitted information before confirming the application.
Failure to provide complete or accurate information may affect your eligibility for a refund where such failure prevents us from providing the requested services.
10. Visa Decisions
Visa approvals, refusals, validity periods, processing times, and entry permissions are determined solely by the relevant embassy, consulate, or immigration authority.
As InstaeVisa.com does not make or influence these decisions, a visa refusal does not automatically entitle a customer to a refund.
11. Visa Refusal
Where a visa application is refused, any refund will be subject to the specific terms of the service purchased and the circumstances of the application.
Government fees, embassy charges, biometric fees, courier fees, and other third-party costs are generally non-refundable.
In certain cases, InstaeVisa.com may, at its sole discretion, consider refunding part of its own service fee where applicable. Such consideration does not create an obligation to provide a refund in future cases.
12. Processing Delays
Estimated processing times displayed on our website are provided for general guidance only.
Delays caused by immigration authorities, public holidays, additional document requests, security checks, system maintenance, high application volumes, or circumstances beyond our reasonable control shall not constitute grounds for a refund.
13. Additional Document Requests
If additional documents or information are requested by our team or the relevant government authority, customers are responsible for providing them within a reasonable time.
Failure to provide the requested information may delay or prevent completion of the application and will not automatically qualify for a refund.
14. Duplicate Applications
Customers should ensure that only one application is submitted for the same traveller unless specifically required.
InstaeVisa.com is not responsible for losses arising from duplicate applications submitted by the customer through another provider, directly with a government authority, or through any third party.
15. Arrival Cards and Travel Authorisations
For services relating to arrival cards, travel authorisations, or similar travel documents, processing may begin shortly after payment confirmation.
Where processing has commenced or the application has been submitted, cancellation or refund may not be available except where required by applicable law.
16. Third-Party Charges
Certain payments collected during the application process may relate to services provided by third parties, including government authorities, payment processors, courier companies, biometric centres, or document verification providers.
Such third-party charges are generally outside our control and are non-refundable unless the relevant third party authorises a refund.
17. How to Request a Refund
To request a refund, please contact our customer support team by email and include:
- Your full name.
- Application ID or Order Reference.
- Registered email address.
- Date of payment.
- Brief explanation of your request.
- Any supporting documents relevant to your request.
Providing complete information helps us review your request more efficiently.
18. Review of Refund Requests
Each refund request is assessed individually based on:
- The stage of application processing.
- Services already provided.
- Payments made to third parties.
- The reason for the request.
- Applicable legal obligations.
Submitting a refund request does not guarantee that a refund will be approved.
19. Refund Method
Where a refund is approved, it will normally be issued using the original payment method used for the transaction, unless otherwise required by law or agreed between the parties.
Refund processing times may vary depending on the payment provider, financial institution, or card issuer.
20. Chargebacks and Payment Disputes
Customers are encouraged to contact our support team before initiating a payment dispute or chargeback.
Where a chargeback is initiated, we may provide relevant transaction records, correspondence, and service documentation to the payment processor or financial institution to assist in resolving the dispute in accordance with applicable rules.
21. Exceptional Circumstances
Any request for a refund outside the provisions of this Policy will be reviewed on a case-by-case basis. Any decision to approve or decline such a request shall be made at the sole discretion of Alex Tour and Travel Pvt. Ltd., subject to applicable laws and the specific circumstances of the request.
22. Force Majeure
InstaeVisa.com shall not be responsible for delays, interruptions, or the inability to provide services due to events beyond our reasonable control. These events may include natural disasters, pandemics, war, civil unrest, government actions, technical failures, internet disruptions, cyber incidents, labour disputes, transportation interruptions, or other unforeseen circumstances.
Such events do not automatically entitle a customer to a refund.
23. Changes to this Policy
We may revise or update this Refund & Cancellation Policy from time to time to reflect changes in our services, legal obligations, or business practices.
The latest version will always be available on our website and will become effective from the date of publication. Continued use of our services after any update constitutes acceptance of the revised Policy.
24. Limitation of Refunds
Any refund approved under this Policy shall be limited to the amount paid by the customer for the applicable service, less any government fees, third-party charges, banking fees, payment processing costs, or administrative charges that are non-refundable or have already been incurred.
Nothing in this Policy limits any rights that cannot be excluded under applicable law.
25. Contact Us
If you have any questions regarding this Refund & Cancellation Policy or wish to submit a cancellation or refund request, please contact us using the details below:
Alex Tour and Travel Pvt. Ltd.
Website: www.instaevisa.com
Email: support@instaevisa.com
WhatsApp / Phone: +91 (995) 505-2444
Corporate Office: Office No. 933, 9th Floor, Fusion Ufairia Mall, Sector 16, Greater Noida, Uttar Pradesh – 201318, India.
Registered Office: WZ-A-175, WZ-A-183, Second Floor, Hastsal Road, Uttam Nagar, West Delhi, Delhi – 110059, India.
26. Independent Service Disclosure
InstaeVisa.com is an independent visa assistance platform operated by Alex Tour and Travel Pvt. Ltd.
We assist customers with document preparation, application review, administrative processing, and visa application support where permitted. We are not an embassy, consulate, immigration authority, or government agency.
Visa approvals, refusals, processing times, and immigration decisions are made solely by the relevant government authority. Payment for our services does not guarantee visa approval or faster government processing.
27. Governing Law
This Refund & Cancellation Policy shall be governed by and interpreted in accordance with the laws of the Republic of India.
Any dispute arising out of or relating to this Policy or the services provided through InstaeVisa.com shall be subject to the exclusive jurisdiction of the competent courts in Delhi, India, unless otherwise required by applicable law.
28. Entire Policy
This Refund & Cancellation Policy should be read together with our Terms & Conditions, Privacy Policy, and any other policies published on InstaeVisa.com.
In the event of any inconsistency, the applicable law shall prevail to the extent required.