Refund Policy

This Refund Policy explains when refunds are available for orders placed with Vuvgo (“we”, “us”) through vuvgo.com. We assist with eVisa and eTA applications for India, Kenya, Sri Lanka, Ethiopia, Vietnam, Canada, Egypt and Brazil. Please read this before you pay so there are no surprises.

Each order comprises a government fee (paid to the destination authority) and our service fee (for reviewing, preparing and submitting your application). The service fee depends on the processing speed you choose — a faster speed is a higher service fee per applicant, not a separate surcharge. You may also add optional Denial Protection at checkout. The framework below is built around a single dividing line: whether or not we have already submitted your application to the relevant government authority.

Refund at a glance

This table is a quick guide only — the full conditions for each tier are set out below.

Tier 1 — Full refund (before submission)

You receive a full refund of both the government fee and our service fee, minus a fixed US$5 payment-processing fee, if all of the following are true:

• You cancel before we begin processing your application.
• We have not yet submitted your application to the relevant government authority.
• You request the refund promptly after payment, provided we have not yet submitted.

The US$5 fee covers the card and PayPal transaction costs that payment providers do not return to us when a payment is refunded. It is charged once per order, never per traveller, and is always shown before you confirm a cancellation. Orders that include Denial Protection are exempt — they are refunded in full.

To request a Tier 1 refund, email support@vuvgo.com with your order reference number. Approved refunds are returned to your original payment method (the card you used at checkout), typically within 5–10 business days.

Tier 2 — No refund (after submission)

Once your application has been submitted to the government authority, our service fee is non-refundable, because the work you paid us for has been completed. This includes any extra you paid for a faster processing speed, once that faster handling has been provided.

The government fee is generally non-recoverable from the destination authority once an application is filed: the fee pays for the authority to process and decide your case, not for a particular outcome. This applies regardless of whether the authority subsequently approves or rejects the application.

Tier 3 — Discretionary refund (non-attributable rejection)

If the government authority rejects your application for reasons not attributable to you, we may, at our discretion, issue a partial or full refund of our service fee. Because Vuvgo is a private assistance service and not a government agency, approval is decided solely by the destination authority — we cannot guarantee any outcome.

You are NOT eligible for a discretionary refund where, for example:

• You provided inaccurate, incomplete or misleading information.
• Your passport did not meet the destination's validity or quality requirements.
• You were ineligible based on your nationality or a restricted list.
• You were rejected for reasons specific to your personal immigration history.

To request a Tier 3 refund, email support@vuvgo.com with the official rejection notice from the authority attached. We aim to review such requests within 7 business days.

Denial Protection (optional add-on)

Denial Protection is an optional add-on you can select at checkout. It is priced per traveller and is off by default. If you purchase it and the government authority later rejects the application, we refund 100% of your Vuvgo service fee for the affected traveller(s), including any amount paid for a faster processing speed.

• The refund is returned to your original payment method once we have the official rejection notice.
• The Denial Protection fee itself is not refundable.
• The government fee is not refundable under Denial Protection (see Tier 2 above).

Cover is no-fault: it applies whatever reason the authority gives for the refusal, including a refusal caused by inaccurate or incomplete details you gave us, your passport, your nationality, or your personal immigration history. Unlike a Tier 3 discretionary refund above, you do not have to show the rejection was not your fault.

Denial Protection does not apply where:

• You cancel after we have submitted your application to the authority — a cancellation is not a rejection.
• The authority has not decided your application, or has not issued a rejection notice we can verify.

To claim Denial Protection, email support@vuvgo.com with your order reference and the official rejection notice. We aim to review claims within 7 business days.

Errors on our part

If an application fails solely because of a verifiable error by us, we will either re-submit at no additional service-fee cost or refund our service fee, at your choice.

How to request a refund

Email support@vuvgo.com and include:

• Your order or application reference number.
• The reason for the refund request and which tier you believe applies.
• (Tier 3 only) A screenshot or PDF of the government rejection notice for the affected application.

Notes

• Approved refunds are issued to your original payment method.
• Currency-conversion fees charged by your bank or card issuer are outside our control and are not refundable by us.
• Refund requests submitted long after the order date are reviewed case by case.
• Please contact us before initiating a card chargeback so we can resolve the issue directly. Chargebacks raised without contacting us first may result in suspension of your access to our service.

Related

This policy forms part of our Terms and Conditions. See also our Privacy Policy for how we retain refund-related records.

Governing law

This Refund Policy is governed by the laws of Vietnam. Any disputes are subject to the competent courts of Vietnam.

Contact

Questions about a refund? Email support@vuvgo.com.