Refund Policy
Refund Outcomes
A full refund may be available if your application has not yet entered processing or a duplicate application or duplicate payment has been verified.
Important: If you would like to cancel your application or submit a refund request, please contact our support team before contacting your bank or payment provider. Initiating a chargeback without first following the refund process outlined in this Refund Policy may result in permanent restrictions on your access to our services.
A partial refund may be available if processing has started, but your application has not yet been submitted to the relevant immigration authority.
Refund includes: 100% of the government fee and 50% of the service fee.
Refunds are not available once your application has been submitted to the relevant immigration authority, regardless of whether the application is pending, approved, or refused.
Understanding This Policy
Ontrack Visa (referred to in this Refund Policy as "the Company", "we", "our", or "us") owns and operates this website and provides the application assistance services available through it.
Whether a refund is available depends on the stage your application has reached when we receive your refund request and the services already completed on your behalf.
How We Assess Refund Requests
Every refund request is reviewed according to the progress of your application at the time we receive your request.
1. Full Refund
Covered Situations
- Duplicate applications
- Confirmed technical errors
- Applications that have not yet entered processing
How It Works
A full refund may be available if a duplicate application has been identified, a confirmed technical error has prevented your application from being processed correctly, or your application has not yet entered processing.2. Partial Refund
Covered Situations
How It Works
Once processing has started, our team may already have completed eligibility checks, document verification, application preparation, and manual review. If your application has not yet been submitted to the relevant immigration authority, you may qualify for a partial refund. The refund covers 100% of the government fee and 50% of the service fee, reflecting the work completed before the application is submitted to the relevant immigration authority.3. No Refund
Covered Situations
- Applications already submitted to the relevant immigration authority
- Applications awaiting a government decision
- Approved applications
- Refused applications
How It Works
Once your application has been submitted to the relevant immigration authority, the requested service is considered fully completed. As a result, refunds are no longer available, regardless of the outcome of your application.Withdrawal Rights and Early Service Delivery
By submitting an application, the applicant requests that we begin providing the requested service immediately before the expiry of the statutory 14-day withdrawal period. The applicant also acknowledges that the statutory right to withdraw ends once the requested service has been fully completed.
This acknowledgement is obtained before payment is completed and before we begin providing the requested service.
If the applicant requests to withdraw after processing has commenced, refund eligibility will be assessed according to the stage your application has reached and the provisions of this Refund Policy together with the Terms of Service.
After your application has been submitted to the relevant immigration authority, the requested service is considered fully completed. Once this stage has been reached, cancellations and refunds are no longer available.
Refund Request Process
Send Your Refund Request
To request a refund:
Email info@ontrackvisa.com using the subject line "Refund Request".
Include your full name, contact details, proof of payment, and any supporting information that may help us review your request.
Assessment
Once we receive your request, we will review your application against the refund eligibility criteria set out in this Refund Policy.
Refund Processing
If your refund request is approved, we will process your refund promptly.
Refund Timeframes
Once your refund has been approved, we will initiate it immediately. Depending on your bank, card issuer, payment provider, or payment method, the refunded amount generally appears in your account within 5 to 10 business days.
Non-Refundable Charges
The following charges cannot be refunded where applicable:
- Government or consular charges already paid to the relevant immigration authority, embassy, or consulate.
- Standard or Express processing services once processing under the selected service has started.
- Any portion of the requested service that has already been completed before we receive your refund request.
Additional Refund Considerations
Visa Refusal
If your visa application is refused by the relevant immigration authority, our service fee is non-refundable. Visa decisions are made solely by the relevant government authority and are outside our control.
Duplicate Applications
If more than one identical application is submitted for the same traveller, a full refund may be available for the duplicate application after verification, provided it has not already been submitted to the relevant immigration authority. Please contact our support team promptly and provide any relevant details relating to the duplicate application.
Technical Errors
If you believe a technical error has resulted in an incorrect charge or duplicate payment, please contact our support team immediately. We will investigate the matter and, if a technical error is confirmed, issue a full refund without deductions.
Force Majeure
If an application cannot be processed due to circumstances beyond our reasonable control, including government suspensions, border closures, or other force majeure events, each situation will be assessed individually.