Effectiveness date: December 2023
Our Customer Service is available 24/7 to answer any questions our Customers may have about the costs of the B1/B2 visa application process and/or our services.You can contact us through these means:
The Company offers refund for the following payment methods, under the following conditions indicated below:
| Previous note: Accepting the Terms and Conditions of our Services and entering your payment information, constitutes the Customer’s agreement with the contracted services and their costs. In this regard, we remind you that the costs of a B1/B2 visa application are informed on the homepage of this website, on the payment page and in the payment confirmation email. | ||
| PAYMENT METHOD | REFUND METHOD | DEADLINE REFUND |
|---|---|---|
| Card payment (e.g: Visa, Mastercard, etc.) | As a general rule, refunds will be madex directly to the same credit/debit card used to make the payment. Exceptionally, due to operational issues, refunds can be made via bank transfer. | 120 calendar days from the date of receipt of the e-mail confirming the payment. |
| Cash Payment (e.g: Boleto) | In case you choose this payment method, please note that: Refunds are only offered for cash payments in Brazil. Refunds for cash payments in other countries are not offered. |
120 calendar days from the date of receipt of the e-mail confirming the payment. |
| Instant payment method (e.g: Pix) | In case you choose this payment method, please note that: Refunds are only offered for instant payments in Brazil. Refunds for instant payments methods in other countries are not offered. |
120 calendar days from the date of receipt of the e-mail confirming the payment. |
| Bank transfer | In case you choose this payment method, please note that: Refunds are only offered for bank transfer in Brazil. Refunds for bank transfer in other countries are not offered. |
120 calendar days from the date of receipt of the e-mail confirming the payment. |
The refund request shall be sent to our 24/7 Customer Service through these means:
In order to properly identify your “Customer file”, as well as for reasons of security and confidentiality of personal data, the Customer may be asked to provide the following information regarding the visa B1B2 application (by way of example):
Remarks:
We reserve the right to refuse refund requests:
If the refund request meets the above requirements and it is approved, the amount refunded will be as follows for all payments methods:
If the Customer has NOT received the voucher (payment order) for payment of consular fees → 100% of the total amount of private fees for Professional Services.
Notes:
The Company will not be responsible for reimbursing any type of handling fee, commission and/or expense applied by the entity that owns and/or operates the payment method selected by the Customer. If the Customer wants to request reimbursement of this type of charges, he/she must personally contact the owner or operator of the payment method.
The resolution of the refund request will be communicated to the Customer via the contact email provided in the B1/B2 visa application form. The refund process may take up to a few days to be completed, from the time the refund is issued.
The cost of the “Denial Protection Service” is 100% refundable irrespective of the full or partial refund of our service fee
If the refund request meets the above requirements and it is approved, our payment service provider will contact the Customer in order to process the refund (50% or 100%) approved by the Company. Please bear in mind that the payment service provider may ask you to provide specific information to process the refund (e.g: bank details).
The U.S. embassy or consulate does not reimburse the fees for the evaluation of the B1/B2 visa application form and the consular interview. Therefore, we cannot be held responsible for the reimbursement of these fees.
Requesting a refund through your bank (charge dispute) does not guarantee you the reimbursement of our service fee and is a slower process than contacting our Customer Service. Before contacting your bank, we recommend that you contact us so that we can process your request more quickly. Your bank will ask you for the reasons for the chargeback. These reasons must be valid and justifiable on your part. Our Company will carefully review the reasons on which you base your refund request through your bank. In this regard, please note that those refund requests that are considered fraudulent will be reported to the competent authorities, along with all customer data associated with the transaction, in compliance with our legal obligations and in legitimate defense of our interests and rights.
For any further information about our Refund Policy, please do not hesitate to contact our Customer Service team through the above mentioned channels, and we take all appropriate actions to remedy the situation raised.
