This Refund Policy explains when and how refunds may be issued for services purchased from Visago.pk. We aim to be clear and fair—balancing efficient client service with the realities of visa casework and third-party fees.

1) Scope

• Applies to payments for consultancy and related services made through our website/client portal.
• Each payment and application must match a valid record in our database (e.g., Application No., Invoice/Challan ID). Off-portal or unmatched transfers are not recognized for processing or refunds.
• We are a private consultancy; embassy/consulate decisions are independent. This policy does not cover outcomes of visa adjudication.

2) Eligibility Overview

3) Non-Refundable Items

• Consultancy fee for work already performed (document checks, drafting, preparation, submission).
• Government/embassy/consulate fees, VAC/biometrics charges, courier/postage, attestation/translation, insurance, airline or hotel charges.
• Priority/rush add-ons once attempt has been made.
• Taxes and payment gateway/bank charges (where applicable).
• No-show or missed appointments caused by the client.

4) How to Request a Refund

Submit a request via your portal account or email us at billing@visago.pk. Include:

• Full name and contact number.
• Application No. and Invoice/Challan ID (as shown in your portal).
• Payment proof (gateway receipt/reference, date/time, amount, method).
• Reason for refund (duplicate, overpayment, cancellation, etc.).
• Preferred outcome (refund to same method / correction / credit).

5) Processing & Timelines

• Review window: 3–5 business days after receiving all required information.
• Issuance: Approved refunds are typically released within 7–10 business days (gateway/bank settlement times may vary).
• Method: Refunds are returned to the original payment method whenever possible.
• Status updates: You’ll receive updates inside your portal and/or by email.

6) Adjustments & Deductions

• Payment gateway/bank charges, currency conversion or wire costs are not retained by us and may be deducted.
• If work was partially completed, a pro-rata service fee may be retained for time and deliverables already provided.
• Where third-party vendors (courier, translator, etc.) have already been engaged, their actual costs are non-refundable.

7) Changes & Cancellations

• Cooling-off (before work starts): If you notify us promptly and no work has begun, we aim for a full refund (less gateway charges).
• Rescheduling: We can shift timelines where feasible; third-party reschedule fees may apply.
• After submission: Once an application is lodged, consultancy fees are considered earned.

8) Chargebacks & Disputes

• Please contact billing@visago.pk before opening a chargeback. Most issues are resolved faster through our support.
• Unauthorized or fraudulent transactions are investigated immediately. We may request additional verification.
• Filing a chargeback while a valid refund review is in progress may delay resolution.

9) Special Cases

• Force majeure: Events beyond our control (systemic outages, regulatory changes) may affect timelines but do not automatically create refund entitlement for work already delivered.
• AML/Fraud holds: If a transaction triggers compliance checks, processing pauses until cleared by the gateway/bank.
• Currency differences: Exchange rates and bank spreads may cause minor variances between paid and refunded amounts.

10) Contact

Questions about this policy or the status of a refund?

• Email (Support): support@visago.pk
• Email (Billing): billing@visago.pk
• Phone/WhatsApp: +92-315-7771515