Refund Policy
This Refund Policy explains how we review cancellations, refunds, pending cases, incorrect information, authority delays, and airport-service changes. Read it with the Terms of Service and Disclaimer before payment.
1. Before payment
Customers may cancel or stop a request before payment without any cancellation fee. If payment has not been made, Vietnam GoEasy is not required to begin review, preparation, submission, follow-up, or airport coordination.
1A. Manual-review and confirmed-quote cases
If a nationality or case requires manual review, the customer may submit the request first without immediate payment. Visa-related processing starts only after Vietnam GoEasy confirms a quote, payment is completed, and all required information and documents have been received.
If Vietnam GoEasy reviews the case and cannot support it, no payment is required for that quote-pending order. If a quote is sent but the customer chooses not to pay, the request may remain unpaid or be closed without visa processing.
1B. Working visa sponsor company information
For Working visa requests, inviting or sponsoring company information in Vietnam is required before the request can be properly reviewed or moved forward. If this information is missing, incomplete, or unsuitable, processing may pause until the customer provides the required company name, phone number, and address.
1C. Special-handling nationality extra information
For special-handling nationality cases, additional eVisa information may be required before review or processing can continue. If the customer does not provide the required details, or if conditional Yes/No answers require extra details that are not supplied, the case may remain pending/on hold until corrected.
2. After payment but before service work starts
If payment has been made but service work has not started, the Vietnam GoEasy service amount may be eligible for refund, subject to payment-processing costs and third-party charges.
A cancellation request should be sent from the same email or contact channel used for the order and should include the order reference.
3. After review, preparation, or processing starts
Once service work starts, refund options may be limited or unavailable. Vietnam GoEasy may already have reviewed documents, prepared the request, coordinated airport support, contacted partners, submitted information, or begun follow-up. Staff work and operating costs may already have started.
4. After submission to the relevant authority or service partner
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. Government fees, filing-related charges, service work, urgent handling, and third-party costs are normally non-refundable.
For airport services, once airport coordination, staff assignment, partner coordination, or time-sensitive arrangement has started, refund options may be limited according to the airport-service rules below.
5. After visa, eVisa, approval letter, or result is issued
After a visa, eVisa, approval letter, confirmation, or other result has been issued and sent to the registered email, phone number, or contact channel, the service is normally considered completed. Refunds are normally not available after completion.
The customer must check the issued result immediately against the passport and travel plan. If an error is found, the customer must notify Vietnam GoEasy immediately so support can review whether correction is possible.
6. Pending cases caused by missing, unclear, or unsuitable documents
A case may be placed on hold if the passport photo, portrait photo, payment confirmation, travel information, supporting document, previous-visa information, or other required detail is missing, unclear, inconsistent, or unsuitable for submission.
We may request corrected photos or additional information more than once. Processing time may pause while we wait for your reply, and Vietnam GoEasy is not responsible for delays caused by late or missing responses.
If the customer does not respond after repeated contact attempts, Vietnam GoEasy may keep the case on hold for a limited period. If the customer later provides acceptable information within that period, Vietnam GoEasy may continue the selected service where still feasible. If the customer does not respond for an extended period, the service may be considered completed or closed based on the work already performed.
7. Poor-quality photos or incorrect documents
If passport or portrait photos are unsuitable, we will request replacements. Delays caused by poor-quality, cropped, unreadable, incorrect, or late images are not Vietnam GoEasy delays.
If an urgent or express service becomes unrealistic because the customer provided unsuitable photos or documents, the customer may need to upgrade, change the service path, accept a later timeline, or submit a new request depending on the case.
8. Customer-provided or customer-confirmed incorrect information
If a visa-related result is issued with information that was provided, uploaded, selected, or confirmed incorrectly by the customer, the order may be considered completed and no refund may be issued for that order.
If a correction, amendment, re-submission, new visa request, new airport arrangement, or new service is required due to customer error, additional fees may apply.
9. Authority delay, additional review, or refusal
Vietnam GoEasy cannot control the workload of the relevant authority, system availability, public holidays, secondary review, requests for additional information, visa refusal, or entry decisions.
If a visa application is refused by the relevant authority, Vietnam GoEasy will review the reason where available. If the refusal is not caused by inaccurate information provided by the customer, undisclosed previous immigration issues, undisclosed overstay or blacklist-related matters, document issues, or customer non-response, Vietnam GoEasy may support the customer by refunding the full Vietnam GoEasy visa service fee.
Government fees, bank fees, and payment-processing fees may be deducted or excluded from the refund where applicable.
10. Entry refusal, boarding refusal, or travel-plan changes
A refund is normally unavailable if a valid result has been provided but the traveler is denied boarding or entry, travels outside the approved conditions, changes the plan or passport, or cannot use the result for reasons outside Vietnam GoEasy’s control.
If the customer changes travel details after a result has been issued, a new request and new service fee may be required.
11. Error caused by Vietnam GoEasy
If Vietnam GoEasy causes an error, 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 the customer does not want Vietnam GoEasy to support correction or re-issuance and instead requests to cancel the affected service, Vietnam GoEasy will review the case and may refund the full 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 the customer did not notify Vietnam GoEasy in time, Vietnam GoEasy may not be responsible for resulting delays, travel disruption, or additional costs.
12. Airport service cancellation and change rules
For airport arrival or departure assistance, customers may cancel before payment without cancellation fee.
After payment, an airport-service cancellation received at least 72 business hours before the scheduled service may be eligible for refund after applicable payment, bank, and non-refundable third-party costs are deducted.
Cancellation requests received within 72 business hours before the registered airport service time are normally non-refundable because staff, partner, timing, and operational arrangements may already be reserved.
For airport-service changes, contact us at least 36 business hours in advance. We will try to rearrange the service where availability allows. Later changes may not be possible and may not be refundable.
If a flight delay, airline change, weather issue, or other external event affects the airport service time, the customer must contact Vietnam GoEasy as soon as possible and, where feasible, at least 6 hours before the new service time so support can try to adjust the arrangement.
On the service day, if the customer cannot find the representative, the customer must call the support hotline or contact the instructed support channel immediately and follow the instructions. If the customer does not contact Vietnam GoEasy within 2 hours of the registered arrival/service time, or does not follow support instructions, the service may be treated as used or no-show and no refund may be available.
If Vietnam GoEasy fails to provide the airport service because the assigned representative cannot be found and the customer contacts Vietnam GoEasy within the required time and follows the support instructions, Vietnam GoEasy will review the case for full refund of the affected airport service amount or another support gesture where appropriate.
13. Payment fees, bank 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 for funds to arrive still depends on the bank, card issuer, payment processor, country, currency, holidays, and payment method.
14. How to request a refund review
To request a refund review, email support@vietnamgoeasy.com with the order reference, registered email, service type, payment details if available, and a short explanation. We will review the status and explain the available option.