The matrix
Our policy follows our Terms. As long as no steps have been taken with the authorities, cancellation is fully refunded. After that, the refund depends on the outcome of your file — with a full refund if the refusal is not attributable to you or in case of an error on our side.
You cancel by email within 14 days of ordering, before anything is submitted to the authorities. This is the legal right of withdrawal.
The withdrawal period has passed: service fees remain due. Consular fees, not yet incurred, are returned to you.
Consular fees have been paid to the destination State (non-recoverable) and our work has been done. No refund, except for refusal or error below.
The document was obtained: the service has been fully delivered.
If the refusal is not caused by missing or incorrect information on your side, we refund your entire payment, consular fees included.
If your document is not issued in time for your departure day, your service fees are refunded.
If the delivered document contains an error that was not in your initial request: full refund, or a new submission at our expense.
Consular fees (state taxes) are set and collected by the destination country; Visamundi never keeps them. They are normally non-recoverable once incurred — except where our policy provides a full refund (refusal not attributable to the traveller, error on the issued document), in which case Visamundi refunds you in full, consular fees included. In other cases, no refund is due (article L221-25 of the French Consumer Code).
Our commitments
Four simple rules that apply to 100% of files, no exceptions.
The quote at checkout is the final price. Visamundi service fees and government fees are always listed separately.
Once approved, the refund is initiated within 48 hours and credited to your original payment method. Allow up to 10 business days depending on your bank.
Per EU consumer law, you keep 14 days to withdraw — unless you've explicitly requested immediate processing before that period ends.
Every refund refusal is notified by email with the precise reason and the stage concerned. You can dispute it by reply.
FAQ
If your case isn't listed here, write to us: we reply within 48 business hours with a precise answer.
The refund is initiated within 48 business hours of approval. Your bank then credits it depending on your payment method: allow up to 10 business days for it to appear on your account.
If the refusal is not due to missing or incorrect information on your side, yes: you are refunded your entire payment, service fees AND consular fees included. Visamundi then absorbs the consular fees already paid to the State. However, if the refusal stems from inaccurate information you provided, no refund is due.
If you cancel within 14 days and no steps have been taken with the authorities, the refund is full (right of withdrawal). After 14 days, service fees remain due and only consular fees not yet incurred are returned. Once the file is submitted, consular fees are no longer recoverable.
If the error is caught before filing, we fix it at no extra cost. If it's caught after filing, some governments allow a correction (sometimes paid); others require a new file. Our team guides you based on the destination.
If your document is not issued in time for your departure date, your service fees are refunded, whether the delay is on us or comes from the administration. Consular fees, already paid to the State, are non-refundable.
Write to our support from your customer area or via the contact form, with your file reference. A motivated decision is sent within 48 business hours.
