Refund Policy
This Refund Policy explains how refunds are handled for Passporta applications. Refund eligibility depends on the stage of service already performed.
Refund Eligibility by Processing Stage
Eligibility is determined by the processing stage of your application at the time the cancellation request is received.
| Refund type | Applies to | Explanation |
|---|---|---|
| Full refund | Duplicate applications, technical issues, applications not yet processed | Full refund applies to duplicate applications, applications that could not be completed due to confirmed technical issues, and to applications that have not yet entered the review stage. |
| Partial refund | Applications under review, not submitted to the immigration authorities | Partial refund applies to applications that entered the processing stage but have not yet been submitted to the relevant Immigration Office for further assessment. The refund includes 100% of the government fee and 50% of the service fee. This partial refund reflects the manual review, verification, document assessment, and preparatory work already completed before submission. |
| No refund | Applications awaiting government decision, approved or refused applications | Refund is not applicable to applications that have already been submitted to the immigration authorities (irrespective of the outcome). |
Right of Withdrawal and Immediate Service Commencement
Upon submitting an application, the Applicant requests the immediate commencement of the service before the end of the statutory 14-day withdrawal period and acknowledges that the right of withdrawal will be lost once the service has been fully performed.
This confirmation is obtained before payment is completed and is required to place an order.
If the Applicant decides to withdraw after the service has already started, refund eligibility depends on the stage of service already performed, in accordance with this Refund Policy and the Terms of Service.
Once the application has been submitted to the relevant immigration authority, the service is considered fully performed. No refund or cancellation is available at that stage.
How to Request a Refund
-
1Check your eligibility
Click the Request Refund button above and enter your booking reference and date of birth. We'll look up your application status and show you your refund options on the spot. -
2Submit your refund request
If your status qualifies for a refund, submit your request for review. -
3Refund initiated
Eligible refunds are processed immediately.
Refund Processing Time
Once a refund is approved, it is initiated immediately on our side. The funds may take 5–10 business days to appear in your account, depending on your bank, card network, payment provider, and payment method.
Non-Refundable Items
- Government / consular fees: Fees paid directly to immigration authorities, embassies, or consulates are non-refundable once remitted.
- Express / priority processing add-ons: Non-refundable once express processing has commenced.
- Completed services: Any portion of the service that has been fully performed prior to the refund request cannot be refunded.
Special Circumstances
Visa Refused by Authorities
If a visa application is refused by the immigration authority, no refund of Passporta's service fee is available. All visa decisions are made exclusively by the relevant government body and are outside Passporta's control.
Duplicate Applications
If the same applicant submits two or more identical applications, Passporta may issue a full refund for the duplicate order(s) upon verification, provided the duplicate has not yet been submitted to the authorities. Contact support immediately with both booking reference numbers.
Technical Errors and System Failures
If a technical error results in an incorrect charge or duplicate payment, please contact our support team immediately. We will investigate and, where confirmed, process a full refund without deductions.
Force Majeure
In cases where an application cannot be processed due to circumstances beyond our control — including border closures, government authority suspensions, or acts of force majeure — Passporta will assess each case individually.
Contact Us
For refund requests, cancellations, or any questions about this policy — contact our support team. Available Monday to Friday, 8:00 AM–4:00 PM (GMT+1).
We respond within 1 hour during business hours, or by the next business day. Have your booking reference ready for the fastest response.
This Refund Policy forms part of Passporta's Terms of Service. In the event of any inconsistency, the Terms of Service shall prevail. Passporta reserves the right to amend this policy at any time.
Passporta is a private visa assistance service and is not affiliated with any government authority.