Refund & Cancellation Policy

Understanding Our Fees

Our total price consists of two components:

• Government Fee ($25 USD): The official fee charged by the Vietnam Immigration Department. This fee is non-refundable once submitted to the government.
• Service Fee: Our processing and assistance fee, which varies by processing speed (from $24 to $224 depending on urgency).

Full Refund Available

You are eligible for a full refund (including service fee) in the following cases:

• Cancellation before submission: If you cancel your order before we submit your application to the Vietnam Immigration Department.
• Our error: If your visa is denied due to an error on our part (e.g., incorrect data entry, wrong submission).
• Duplicate payment: If you were accidentally charged twice for the same order.

Partial Refund (Service Fee Only)

You may receive a service fee refund (government fee non-refundable) when:

• You cancel after submission but before approval, and the government fee has already been paid.
• Processing time significantly exceeds the promised timeframe due to issues within our control.

No Refund Available

Refunds are not available in the following situations:

• Visa denial due to applicant: Incorrect information provided by you, ineligibility, criminal history, previous immigration violations, or incomplete documentation.
• Change of travel plans: If you decide not to travel to Vietnam after your visa is approved.
• Delays by authorities: Processing delays caused by the Vietnam Immigration Department or other government agencies.
• Entry denial at border: Being denied entry into Vietnam despite having a valid e-Visa (immigration officers have final discretion).
• Approved visa: Once your e-Visa has been approved and delivered, no refunds are available.

Important Note on Processing Times

Processing times (15 minutes to 3 business days) are estimates based on normal conditions. Actual processing depends on the Vietnam Immigration Department. While we make every effort to meet stated timeframes, we cannot guarantee specific delivery times as visa approval is at the discretion of Vietnamese authorities. Significant delays may qualify for partial refunds on a case-by-case basis.

How to Request a Refund

1. Contact us via email at support@vietnamvisahelp.com or WhatsApp.
2. Include your order number/confirmation email and reason for refund request.
3. We will review your request within 24-48 hours.
4. If approved, refunds are processed within 5-10 business days to your original payment method.