Refund Policy

Refund Policy

Policy owner: Royal Visa
Effective date: March 16, 2026
Last updated: April 1, 2026

This Refund Policy explains how Royal Visa handles cancellation and refund requests for services purchased from Royal Visa. It should be read with the Terms of Service, the Privacy Policy, the relevant quotation or invoice, and any written service agreement issued for a client.

Visa and immigration matters involve professional work, official charges, and, in some cases, payments to third parties. The outcome of a refund request depends on the stage of the service when Royal Visa receives the request, the work already completed, and the payment components shown on the invoice.

This policy does not guarantee that an application will be approved, that a traveller will be admitted by an airline or at a border, or that an authority will process an application within a particular time.

Scope

This policy applies to all Royal Visa services.

Royal Visa does not currently use separate refund schedules for specific service categories. If a written quotation, invoice, or service agreement conflicts with this Refund Policy on a refund or cancellation matter, this Refund Policy applies.

Invoice components and payment charges

The relevant quotation or invoice records the charges applicable to the service. Depending on the service, an invoice may include Royal Visa service fees, official government or immigration fees, sponsorship-related amounts, third-party costs, and optional or expedited service charges.

All applicable service costs are included in the invoice. Where a client chooses to pay by credit card, the payment gateway charge is borne by the client.

Service stages and cancellation

Royal Visa uses the following service stages when assessing a cancellation request:

  • Payment received, before work starts: Royal Visa has received payment but has not yet received the client’s documents or report for review.
  • Document review commenced: Royal Visa has received documents or a report from the client and has begun reviewing the case.
  • Ready for submission: Royal Visa has reviewed the available file and confirmed that it is ready for the agreed submission process.
  • Submitted to Immigration: Royal Visa has submitted the application or request through the relevant official process.
  • Official fee paid: Royal Visa has paid or remitted an official fee or levy connected with the service.
  • Visa or permit issued / service completed: The relevant authority has issued the visa, permit, or other result, or Royal Visa has completed the agreed scope of work.

A cancellation request automatically stops further work when Royal Visa receives it. Royal Visa will assess the request based on the documented service stage at that time.

Refund treatment by service stage

Payment received, before work starts

If Royal Visa receives a cancellation request after payment but before work starts, the client is eligible for a full refund.

Document review commenced

If Royal Visa receives a cancellation request after document review has commenced, the client is eligible for a full refund.

Ready for submission

If a cancellation request is received after the file is ready for submission, Royal Visa may deduct its service fee. Any invoice component other than the Royal Visa service fee that has not been paid, committed, or used for the client’s case will be returned.

Submitted to Immigration

If a cancellation request is received after submission to Immigration, no refund is available.

Official fee paid

If an official fee or levy has been paid, no refund is available.

Visa or permit issued / service completed

Once a visa or permit has been issued, or the agreed service has been completed, no refund is available.

Refusal, client information, and Royal Visa errors

A decision by an immigration authority may depend on the client’s eligibility, information, documents, applicable policy, and other circumstances outside Royal Visa’s control.

No refund is available where an application is refused because the client has an immigration or other relevant case, is not eligible, provides documents that do not meet requirements, or provides inaccurate, incomplete, late, misleading, or fraudulent information.

If a refund request results from an error by Royal Visa, the client is eligible for a full refund. Royal Visa will assess the available records before confirming whether an error was made by Royal Visa.

Government, travel, and external events

Government rule changes, system outages, authority delays, border or travel disruption, airline boarding decisions, force-majeure events, and third-party provider failures may affect a service. Royal Visa will coordinate with the relevant immigration authority where appropriate.

These events do not create an automatic right to a refund where they are outside Royal Visa’s control.

Duplicate or incorrect payment

Royal Visa will review duplicate payments, payment errors, and overpayments after verification. If the payment is confirmed as duplicate or incorrect, the client is eligible for a full refund. Royal Visa will process the return as soon as possible after verification.

How to request a refund

Refund requests and requests for a further review may be submitted through either of the following channels:

To help Royal Visa assess the request, the client should provide their name as shown on the invoice, the invoice or order reference, the service requested, and a short explanation of the request.

Please do not send passport copies, bank-account details, card details, or other sensitive personal information through an unsecured public form or ordinary messaging channel unless Royal Visa asks for the information through a secure follow-up process.

Royal Visa will acknowledge a complete refund request and provide a decision, or an update where more information is required, within 7 business days.

Approved refunds

Approved refunds may be returned by cash or bank transfer. Bank charges, payment gateway charges, and any applicable transfer costs are borne by the client.

Royal Visa will process an approved refund within 7 business days after approval. Where verification is required for a duplicate or incorrect payment, Royal Visa will process the refund as soon as possible after the payment has been verified.

Complaints and escalation

If a client believes that a refund decision does not reflect this policy or the agreed service, the client may request a further review through:

Royal Visa will keep a record of the request, the relevant service stage, the information considered, and the response issued to the client.

Privacy

Royal Visa handles personal information used in a refund review in accordance with its Privacy Policy. Clients should provide only the information Royal Visa needs to identify the order and assess the request.

Contact

For questions about this Refund Policy, contact Royal Visa at royalvisa.id@gmail.com or WhatsApp +62 821-7850-875.

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