Refund & Cancellation Policy

1. Scope and definitions

This Refund & Cancellation Policy ("Policy") forms part of the agreement between EasyVisa.pk ("EasyVisa", "we", "us", "our"), a visa consultancy operating from Lahore, Punjab, Pakistan, and any person who books, pays for, or uses our services ("you", "the client"). It applies to every service we provide, whether purchased through this website, by phone, on WhatsApp, or at our office.

This Policy is governed by the Contract Act, 1872, the Electronic Transactions Ordinance, 2002, and the consumer protection legislation applicable in Punjab. By paying for a service you accept this Policy together with our Terms of Service, Privacy Policy and Disclaimer.

• Service Fee means the professional fee charged by EasyVisa for consultation, document preparation, application filing support, appointment assistance, or follow-up.
• Third-Party Fees means amounts paid to anyone other than EasyVisa, such as embassy or consulate visa fees, visa application centre charges (for example VFS Global, BLS, TLScontact, Gerry's), biometrics, travel insurance, courier, translation, attestation, or appointment fees.
• Working Day means Monday to Friday, excluding public holidays in Pakistan.
• Submission means the point at which your application, documents or biometrics have been lodged with the relevant authority or visa application centre, or an appointment has been booked in your name.

2. Types of fees

Every invoice or receipt we issue separates the Service Fee from Third-Party Fees. Only the Service Fee is subject to refund under this Policy. Third-Party Fees are collected on your behalf, paid onward to the relevant authority or provider, and are governed by that provider's own rules, which in almost every case do not allow refunds once paid.

Where applicable, Punjab Sales Tax on Services is charged on the Service Fee and shown separately. Tax already deposited with the Punjab Revenue Authority is refunded only to the extent the law permits us to adjust or reclaim it.

3. Cancellation by you

You may cancel a service at any time by writing to us (see section 7). The refund of the Service Fee depends on how far your case has progressed when we receive your written cancellation:

Payment-gateway charges are the actual bank, card or wallet fees we were charged when you paid, normally between 2% and 3% of the amount, and are deducted only where the gateway does not return them to us.

If you stop responding to our requests for documents or information for 30 consecutive days, we may treat the service as cancelled by you at the stage reached at that time, after giving you at least two written reminders.

4. Visa refusal or delay

Visa decisions are made solely by the embassy, consulate, high commission or immigration authority of the destination country. EasyVisa prepares and supports your application; it does not, and cannot, decide the outcome. Accordingly:

• The Service Fee is not refundable because an application is refused, delayed, placed on administrative processing, or approved for a shorter duration or fewer entries than requested.
• Third-Party Fees, including the visa fee itself, are retained by the authority whether the application is approved or refused.
• If your application is refused, we will provide one complimentary refusal review to explain the stated reasons and advise on re-application, and we will offer re-application support at a reduced Service Fee, the amount of which we will confirm in writing.
• Where a refusal is caused solely by a documented error on our part, such as a form we completed incorrectly or a document we failed to include after you supplied it in time, we will refund the Service Fee in full or, at your option, prepare the re-application at no Service Fee.

5. Cancellation by EasyVisa

We may decline or discontinue a service if we reasonably believe that proceeding would involve false information, forged documents, misrepresentation, a breach of the laws of Pakistan or the destination country, or abusive conduct toward our staff. In that case:

• If we discontinue for reasons not attributable to you, for example we are unable to provide the service, we refund the Service Fee in full for work not yet performed.
• If we discontinue because you supplied false, forged or misleading information or documents, the Service Fee is not refundable, and we may be required to report the matter to the relevant authority.

Where performance becomes impossible for reasons beyond either party's control, such as embassy closures, suspension of visa categories, natural disaster, epidemic, war, or government order, the contract is treated as frustrated and we refund the Service Fee for work not yet performed, after deducting reasonable costs already incurred on your instructions.

6. Non-refundable items

The following are never refundable by EasyVisa, regardless of outcome or stage:

• Embassy, consulate or immigration authority visa fees, and any priority, premium or expedited processing surcharges;
• Visa application centre service charges, appointment fees and biometrics fees;
• Travel insurance premiums, courier charges, translation, notarisation and attestation fees;
• Flight or hotel reservations, whether refundable or not, made by you or on your instruction;
• Consultation fees once the consultation has been delivered;
• Any Service Fee after Submission, or after a visa decision has been issued.

7. How to request a refund or cancellation

1. Email [email protected] from the email address used at booking, or send a WhatsApp message from the number registered on your file.
2. Include your booking reference, full name as on your passport, the service purchased, and the reason for cancellation.
3. We acknowledge every request within 2 Working Days and confirm the stage your case has reached, the amount refundable under section 3, and the expected payment date.
4. The stage is determined by the date and time we receive your written request, not the date you decided to cancel.

Verbal cancellations, or messages sent to individual staff members' personal numbers, are not treated as valid cancellation notices.

8. Refund method and timelines

• Approved refunds are paid within 7 to 14 Working Days of our written confirmation.
• Refunds are made to the same payment method and, where applicable, the same bank account, card, or wallet used for the original payment. We do not pay refunds in cash or to a third party's account.
• Where the original method no longer exists, we may ask for a bank account in your own name together with a copy of your CNIC for verification.
• Refunds are made in Pakistani Rupees. Any difference arising from exchange-rate movement on foreign-currency payments is not reimbursed.
• Bank or gateway processing times after we release the refund are outside our control and may add several days.

9. Chargebacks and disputes

Please contact us before raising a chargeback with your bank. We resolve the large majority of concerns directly and faster. If a chargeback is raised for a payment that was correctly charged under this Policy, we will submit our records, including your signed or electronically accepted agreement, communications and work log, to the bank, and we reserve the right to suspend services and recover any amount wrongfully reversed, together with the bank's dispute fees.

If you are unhappy with our decision on a refund, you may ask for it to be reviewed by a manager by writing "Refund Appeal" in the subject line. We respond to appeals within 5 Working Days.

10. Governing law and your consumer rights

This Policy is governed by the laws of the Islamic Republic of Pakistan. Nothing in it removes any right you have under the Punjab Consumer Protection Act, 2005, or other applicable consumer law. If a dispute cannot be resolved through our complaints process, you may take it to the District Consumer Court having jurisdiction, and either party may otherwise refer the dispute to the competent courts at Lahore, which have exclusive jurisdiction, subject to any arbitration agreed in writing under the Arbitration Act, 1940.

Electronic acceptance of this Policy, including ticking a checkbox, clicking "Submit", or paying an invoice that refers to it, is a valid acceptance under the Electronic Transactions Ordinance, 2002.

11. Changes to this policy

We may update this Policy from time to time. The version in force on the date you paid for a service applies to that service. The current version is always published on this page with its "last updated" date.

12. Contact