Refund & Cancellation Policy

Effective Date: [Launch Date] · Last Updated: [Date]

Compliant with: Consumer Protection Act, 2019 · Consumer Protection (E-Commerce) Rules, 2020 · This policy must be displayed prominently before payment collection.

1. Approval Guarantee Refund

If your visa application is rejected due to a documented error by House of Visas (as defined in our Terms of Service Section 8):

  • 100% service fee refund within 7 business days to original payment method
  • Free re-submission of corrected application (government and VFS fees for new submission borne by User)

Qualifying errors: missing document (our responsibility), incorrect form filling, wrong consulate submission, missed appointment booking, non-compliant insurance, cover letter deficiency.

2. What Does NOT Qualify for Guarantee Refund

  • Embassy discretionary decisions unrelated to our preparation quality
  • Policy changes by embassy after application submission
  • False, misleading, or incomplete information provided by the User
  • User's failure to attend required appointments (biometric, interview)
  • User's failure to provide requested documents within deadline
  • Factors related to User's profile: travel history, immigration risk, ties to India, criminal record

3. Government Fees — Non-Refundable

Government embassy fees are NEVER refundable — by House of Visas or by any agency worldwide.

Examples: Schengen ₹9,360, UK ₹14,030, US ₹41,760. These are set and collected by sovereign governments. They are non-refundable regardless of the visa outcome. This is universal consulate policy.

VFS Global/BLS International service charges and insurance premiums are similarly non-refundable once remitted to the respective third parties.

4. Cancellation by User

WhenRefund
Within 24 hours of payment, before processingFull service fee refund
After processing begins, before embassy submissionService fee minus ₹500 admin
After submission to embassy/VFSNon-refundable
After visa approvalNo refund (service delivered)

Government fees, VFS charges, and insurance premiums are non-refundable at any stage once remitted to third parties.

5. Cancellation by House of Visas

We may cancel your service if: (a) you provide false or misleading information discovered during our review; (b) you fail to provide required documents after 3 reminder communications; (c) you engage in abusive or threatening behaviour toward our staff. In case of cancellation by us due to (b) or (c), a partial refund (minus work completed) will be provided. In case of (a), no refund.

6. How to Request a Refund

  1. Email refunds@houseofvisas.com with: tracking ID, rejection letter (if applicable), reason for refund request
  2. We review within 48 hours and communicate the decision
  3. Approved refunds processed within 7 business days to original payment method
  4. Refund confirmation sent via email with transaction reference

7. Dispute Resolution

If you disagree with our refund decision:

  1. Escalate to Customer Experience Director: escalations@houseofvisas.com (resolved within 5 business days)
  2. File a complaint with our Grievance Officer: grievance@houseofvisas.com (resolved within 30 days per E-Commerce Rules 2020)
  3. File a complaint with the Consumer Disputes Redressal Commission (District/State/National) under the Consumer Protection Act, 2019
  4. National Consumer Helpline: 1800-11-4000 (toll-free)
  5. e-Daakhil portal: edaakhil.nic.in (online complaint filing)