Quick summary before you request a refund
This policy applies to Vietnam GoEasy private visa assistance, urgent support, eVisa correction, airport Fast Track, and related travel support services. Refund availability depends mainly on payment status, work stage, submission status, third-party costs, and customer response time.
- Before payment: you may stop or cancel without a cancellation fee.
- Before service work starts: a refund may be possible after payment-processing or third-party costs are reviewed.
- After review, preparation, submission, or airport coordination starts: refund options may be limited or unavailable.
- After a result or arranged service is completed: the service is normally considered completed.
Important: Vietnam GoEasy is a private travel-assistance service. Final visa, boarding, airport, immigration, and entry decisions remain with the relevant authorities, airlines, airports, and officers.
Refund handling by service stage
The table below gives a simple overview. Each case is still reviewed based on the actual order status and work already performed.
| Stage | Typical handling | What to do |
|---|---|---|
| Before payment | No cancellation fee. We are not required to begin review, preparation, submission, follow-up, or airport coordination. | You may stop the request or contact us if you want to change the service. |
| Paid, but work has not started | The Vietnam GoEasy service amount may be eligible for refund, subject to payment and third-party costs. | Send your order reference from the same email or contact channel used for the order. |
| Review, preparation, or processing started | Refund options may be limited because staff work and operating costs may already have started. | Contact support quickly so we can check the current status. |
| Submitted to authority / partner | Cancellation is normally not available for visa-related services. Airport-service refunds may also be limited once coordination starts. | Ask support what options remain available for your case. |
| Result issued or service completed | Refunds are normally not available after completion. | Check the issued result immediately and report any error as soon as possible. |
Paid, work not started
May be eligible for refund after payment and third-party costs are reviewed.
Action: Send your order reference from the same email or contact channel.
Review or preparation started
Refund options may be limited because staff work and operating costs may already have started.
Action: Contact support quickly so we can check the current status.
Submitted to authority / partner
Visa-related cancellation is normally not available. Airport-service refunds may also be limited once coordination starts.
Action: Ask support what options remain available.
Result issued or service completed
Refunds are normally not available after completion.
Action: Check the result immediately and report any error as soon as possible.
Manual review, quote-pending, and special cases
Some nationalities, special-handling cases, or working visa requests require extra review before processing can move forward.
- Manual-review cases: if Vietnam GoEasy reviews the case and cannot support it, no payment is required for that quote-pending order.
- Confirmed quote cases: visa-related processing starts only after we confirm a quote, payment is completed, and all required information and documents have been received.
- Working visa requests: sponsoring company information in Vietnam is required before the request can be properly reviewed or moved forward.
- Special-handling nationality cases: additional eVisa information may be required before review or processing can continue.
Missing information, poor photos, or customer errors
Delays caused by missing, unclear, incorrect, late, or unsuitable customer-provided information are not Vietnam GoEasy delays.
- If passport or portrait photos are cropped, unreadable, incorrect, or unsuitable, we may request replacements.
- If urgent timing becomes unrealistic because corrected files arrive late, the customer may need to upgrade, change the service path, accept a later timeline, or submit a new request.
- If a result is issued with information provided, uploaded, selected, or confirmed incorrectly by the customer, the order may be considered completed.
- If correction, amendment, re-submission, a new visa request, or a new airport arrangement is required due to customer error, additional fees may apply.
Authority delays, additional review, refusal, or travel-plan changes
Vietnam GoEasy cannot control authority workload, system availability, holidays, secondary review, requests for additional information, visa refusal, boarding decisions, or entry decisions.
- If a visa application is refused by the relevant authority, Vietnam GoEasy will review the available reason where possible.
- If the refusal is not caused by customer error, undisclosed immigration issues, document issues, or customer non-response, Vietnam GoEasy may support the customer by refunding the Vietnam GoEasy visa service fee.
- Government fees, bank fees, and payment-processing fees may be deducted or excluded where applicable.
- A refund is normally unavailable if a valid result has been provided but the traveler changes travel plans, changes passport, is denied boarding or entry, or cannot use the result for reasons outside our control.
Airport Fast Track cancellation and change rules
Airport support depends on staff assignment, airport partner coordination, flight timing, and service-day availability.
| Situation | General rule |
|---|---|
| Before payment | You may cancel without a cancellation fee. |
| At least 72 business hours before service | May be eligible for refund after applicable payment, bank, and non-refundable third-party costs are deducted. |
| Within 72 business hours before service | Normally non-refundable because staff, partner, timing, and operational arrangements may already be reserved. |
| Change request | Contact us at least 36 business hours in advance. Later changes may not be possible or refundable. |
| Flight delay or schedule change | Contact Vietnam GoEasy as soon as possible and, where feasible, at least 6 hours before the new service time. |
| No-show or cannot find representative | Call the support hotline or instructed channel immediately. If no contact is made within 2 hours, the service may be treated as used or no-show. |
72+ business hours before service
May be eligible for refund after payment, bank, and non-refundable third-party costs are deducted.
Within 72 business hours
Normally non-refundable because staff, partner, timing, and operational arrangements may already be reserved.
Change request
Contact us at least 36 business hours in advance. Later changes may not be possible or refundable.
If an error is caused by Vietnam GoEasy
If Vietnam GoEasy causes an error, please notify us as soon as possible and, where feasible, at least 1 working day before arrival. Where correction is possible, we will support correction or reissue based on the original submitted information without an additional Vietnam GoEasy service fee.
- If you request to cancel the affected service instead of allowing correction or re-issuance, Vietnam GoEasy will review the case and may refund the Vietnam GoEasy service fee paid for the affected service.
- Government fees, bank fees, payment-processing fees, courier fees, third-party fees, and other non-service-fee costs may be deducted or excluded where applicable.
- If correction is no longer possible because we were not notified in time, Vietnam GoEasy may not be responsible for resulting delays, travel disruption, or additional costs.
Payment fees and refund timing
Bank fees, payment-processing fees, refund transfer fees, exchange-rate differences, card-network fees, and other third-party charges may be deducted from the refund amount unless Vietnam GoEasy confirms otherwise in writing.
Approved refunds are normally processed within 3 business days during Vietnam GoEasy working time. The time it takes for funds to arrive depends on the bank, card issuer, payment processor, country, currency, holidays, and payment method.
How to request a refund review
To request a refund review, email support@vietnamgoeasy.com with the following details. We will review the status and explain the available option.
- Order reference or registered email.
- Service type and payment details if available.
- Short explanation of the cancellation or refund request.
- Any screenshots, issued result, flight update, or support conversation that may help review the case.
Cancellation and refund FAQs
Can I cancel before payment?
Yes. If payment has not been made, you may stop or cancel the request without a cancellation fee.
Can I get a refund after my visa request is submitted?
For visa-related services, once the application or support request has been submitted to the relevant authority or official system, cancellation is normally not available.
What if the authority delays or refuses my application?
Vietnam GoEasy cannot control authority delays or decisions. If a refusal occurs, we review the available reason where possible and explain whether a Vietnam GoEasy service-fee refund can be supported.
Are airport Fast Track services refundable?
Airport-service refunds depend on timing and whether staff or partner coordination has already started. Cancellations within 72 business hours are normally non-refundable.
How fast are approved refunds processed?
Approved refunds are normally processed within 3 business days during Vietnam GoEasy working time, but the receiving time depends on the bank, card issuer, payment processor, and country.
Need help checking your order status?
If you are unsure whether your case is still before payment, under review, already submitted, or already completed, contact support with your order reference first.