The short version
- Before we file: cancel any time for a 100% refund.
- Visa refused: we refund 100% of our service fee. The government keeps its fee.
- Our mistake: we refile free or refund everything, including the government fee.
- We file late: we refund our service fee and still file.
- Refunds go back to your original payment method. We start them within 2 business days.
1. What you get back, and when
| Situation | Our service fee | Government fee |
|---|---|---|
| You cancel before we file | 100% refund | 100% refund (not yet paid) |
| You are not eligible for the eVisa and we find out before filing | 100% refund | 100% refund |
| The eVisa programme is suspended for your nationality before we file | 100% refund | 100% refund |
| The government fee goes up before filing and you cancel | 100% refund | 100% refund |
| The government fee goes down before filing | — | We refund the difference |
| We miss our filing time (24 hours Standard, 2 hours Priority) | 100% refund; we still file | Used for your application |
| Your visa is refused | 100% refund | Not refundable: the government keeps it |
| Our mistake causes a refusal or an error on your eVisa | 100% refund, or a free refiling | Refunded by us, or covered in the refiling |
| You cancel after we file | Not refundable | Not refundable |
| You were charged twice | 100% of the duplicate charge | 100% of the duplicate charge |
For orders with more than one traveller, we work out refunds per traveller. For Family orders, the $49 service fee is divided equally between the travellers.
2. Why the government fee isn't always refundable
When we file your application, we pay the government fee and mandatory insurance straight to the official portal. Under the official eVisa terms, the government doesn't refund it once an application is submitted, even if the visa is refused. We can't get it back, so we can only refund it when the problem is our fault.
3. When we can't refund
We don't refund our service fee if the visa is refused, or the application can't go ahead, because you knowingly gave false or misleading information, or held back information the application asked for.
Changing your plans after we have filed doesn't qualify either. This includes cancelling your trip or applying again yourself.
Please ask for a refund within 90 days of the government's decision, or of the problem arising. If you have a good reason for asking later, contact us anyway.
4. How to ask for a refund
- Email help@safarassist.example with your order reference and the reason. For a refusal, include the decision message.
- A person, not a bot, reviews every request. We reply within 2 business days.
- Approved refunds go back to your original payment method. They usually arrive within 5–10 business days, depending on your bank.
If you disagree with our decision, reply to tell us why, and a manager will review it. You also keep every right you have under consumer law. Our refund promises add to those rights and never replace them.
5. Chargebacks
You can always ask your bank or card issuer for a chargeback. Please contact us first: we can usually refund you faster than a bank dispute, and a chargeback on an order still in progress may pause your application.
6. Contact
[Company legal name]
[Registered address]
Email: help@safarassist.example