Refund policy

This page expands on section 7 of the terms of service. Where the two say the same thing, the terms govern.

Before we send your document

Ask us to cancel any time before the reservation has been emailed to you and we refund the order in full. The fastest way is WhatsApp, quoting your booking reference.

If something went wrong on our side

• Not delivered — you never received the document and we cannot resend it: full refund.
• Wrong details — the document does not match the order you placed: we correct and reissue it free, or refund you if you would rather not proceed.
• Late — if we miss the delivery window we advertised and the document is no longer useful to you by the time it arrives, tell us and we will refund it.

What is not refundable

Once a correct document has been delivered, it has been supplied and cannot be refunded. In particular we do not refund because an embassy, consulate, airline or border officer declined to accept a reservation — acceptance is their decision and is never something we can promise. Nor do we refund details you entered incorrectly yourself, though we will always tell you whether a correction is possible.

Nothing on this page removes a statutory right you have under the consumer law that applies where you live.

How to request a refund

Contact us with your booking reference and a sentence on what went wrong. We aim to reply within 30 minutes. Approved refunds are returned to the original payment method; how quickly it shows up is up to your bank, usually a few working days.

Available Every day, 09:00-21:00 UTC · typical reply time: 30 minutes.