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OraVisa

Cancellation and Refund Policy

This policy outlines the terms governing cancellations and refunds for visa consultancy services provided by OraVisa.

Effective Date: 1 February 2026 | Last Updated: 1 February 2026

1. Overview

OraVisa understands that plans can change. This cancellation and refund policy applies to all visa consultancy services engaged through OraVisa, including tourist visa, visit visa, transit visa, and short-term business visa applications.

Please read this policy carefully before engaging our services. By proceeding with a booking, you acknowledge and agree to the terms set out below.

2. Understanding the Fee Structure

Our fees for visa consultancy services generally consist of two distinct components:

  • Service fee (OraVisa consultancy fee): This covers our professional services including document review, application preparation, form completion, submission, tracking, and client support. The service fee is charged by OraVisa for the work performed by our team.
  • Third-party fees (embassy/visa centre fees): These are fees charged by embassies, consulates, visa application centres (such as VFS Global, TLS Contact, or BLS International), courier services, and other external parties involved in the visa application process. These fees are collected by us on behalf of the third parties and are passed through at cost.

The distinction between these two fee components is important because different refund rules apply to each, as outlined below. For specific fee amounts applicable to your application, please contact us directly.

3. Cancellation Timeframes and Refund Eligibility

The refund you are eligible for depends on the stage of processing at the time you request a cancellation. The following timeframes and conditions apply:

3.1 Cancellation Before Work Commences

If you cancel your service request before we have commenced any work on your application (that is, before we begin document review, form completion, or any preparatory work), you are entitled to a full refund of both the service fee and any third-party fees that have not yet been remitted to external parties.

3.2 Cancellation After Work Has Commenced but Before Submission

If you cancel after we have begun working on your application but before the application has been submitted to the embassy, consulate, or visa application centre:

  • Service fee: A partial refund of the service fee may be issued, minus a charge reflecting the work already completed. The specific amount retained will be communicated to you based on the work performed.
  • Third-party fees: Any third-party fees that have not been remitted to external parties will be refunded in full. If any third-party fees have already been paid to embassies or visa centres, we will make reasonable efforts to recover them on your behalf, but recovery is not guaranteed and is subject to the refund policies of those third parties.

3.3 Cancellation After Application Submission

Once your visa application has been submitted to the relevant embassy, consulate, or visa application centre:

  • Service fee: The service fee is non-refundable, as our professional services have been fully rendered at this stage.
  • Third-party fees: Embassy and visa centre fees are non-refundable once the application has been submitted, as these fees are paid directly to the relevant authority and are beyond our control. We will not be liable for any third-party fees that cannot be recovered.

4. Visa Rejection — Refund Policy

It is important to understand that visa approval is not guaranteed. All visa decisions are made by the issuing authority of the destination country, and OraVisa has no control over these decisions.

In the event of a visa rejection:

  • Service fee: The service fee is non-refundable in the case of visa rejection. Our service fee covers the professional work performed in preparing and submitting your application, which has been fully completed regardless of the outcome. The rejection of a visa does not indicate a failure of our services.
  • Third-party fees: Embassy and visa centre fees paid at the time of submission are non-refundable in the case of visa rejection, as these fees are retained by the issuing authority regardless of the application outcome.

If your visa application is rejected, we can advise you on the reasons for refusal (where provided by the embassy), the possibility of reapplication, and the steps you may take to strengthen a future application. Reapplication services will be subject to a new quotation and fees.

5. Non-Refundable Scenarios

In addition to the visa rejection scenario described above, the following situations are non-refundable:

  • The client provides false, misleading, or incomplete information or documents that result in application rejection or delay.
  • The client fails to attend a required visa interview or biometric appointment without prior notice.
  • The client fails to provide requested documents within the specified timeframe, resulting in application expiry or rejection.
  • Changes in the client's travel plans or personal circumstances after application submission that are unrelated to our services.
  • Embassy or consulate policy changes, closures, or processing delays that occur after application submission.
  • Visa revocation or cancellation by the issuing authority after initial approval.
  • Any situation where the client's own actions or omissions contribute to an unfavourable outcome.

6. Rescheduling and Amendments

If your travel plans change and you need to reschedule your visa application or amend application details (such as travel dates), please contact us as soon as possible.

  • Before submission: If the application has not yet been submitted, we can typically accommodate changes to travel dates, itineraries, or other details at no additional charge, provided the changes do not require a fundamentally different application.
  • After submission: Once the application has been submitted, the ability to amend or reschedule depends entirely on the policies of the relevant embassy or visa centre. Additional fees may apply, and amendments may not always be possible. We will advise you on the available options.
  • Change of destination: If you wish to change your destination country entirely, this constitutes a new application and will be subject to a new quotation and fees. The original application fees will be handled according to the cancellation provisions in this policy.

7. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact us using one of the following methods:

  • Email: info@oravisa.com
  • Phone: +971 58 579 6564
  • WhatsApp: +971 58 579 6564
  • In person at our office: Aspin Commercial Tower, Level 31, Sheikh Zayed Road, Dubai

When requesting a cancellation, please provide the following information:

  • Your full name and contact details
  • The destination country and visa type for your application
  • Your booking or reference number (if available)
  • The reason for cancellation

We will acknowledge your cancellation request within one (1) business day and will process any eligible refund within seven (7) to fourteen (14) business days from the date we confirm the cancellation, subject to the stage of processing and the provisions of this policy.

8. Refund Method

Refunds will be processed using the same payment method you used for the original transaction, unless otherwise agreed. Bank transfer refunds may take additional time to reflect in your account depending on your bank's processing times. We will confirm the refund amount and expected timeline in writing before processing.

9. Dispute Resolution

If you disagree with a refund decision or wish to dispute any aspect of this cancellation and refund policy as applied to your case, you may raise the matter with us through the following process:

  1. Internal review: Submit a written complaint to info@oravisa.com clearly outlining your concern and the outcome you are seeking. We will review your case and respond within five (5) business days.
  2. Escalation: If you are not satisfied with our initial response, you may request an escalation to senior management. We will conduct a further review and provide a final response within ten (10) business days.
  3. External resolution: If the matter remains unresolved after our internal review process, you may pursue resolution through the competent courts of the Emirate of Dubai, United Arab Emirates, in accordance with the dispute resolution provisions in our Terms and Conditions.

10. Exceptions and Special Circumstances

OraVisa reserves the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Any exception granted in one instance does not create an obligation to grant similar exceptions in the future. Exceptions, if granted, will be confirmed in writing.

In the event of force majeure (as defined in our Terms and Conditions), including but not limited to embassy closures, pandemics, government-imposed travel bans, or natural disasters, we will work with affected clients on a case-by-case basis to find a fair resolution, which may include credits for future services.

11. Contact Us

For questions about this cancellation and refund policy, or to request a cancellation, please contact us:

  • OraVisa
  • Aspin Commercial Tower, Level 31, Sheikh Zayed Road
  • Dubai, United Arab Emirates
  • Email: info@oravisa.com
  • Phone: +971 58 579 6564
  • Website: oravisa.com