Refund & Cancellation Policy

Introduction

SafalVisa is committed to providing transparent, fair, and reliable marketplace services connecting Users with verified education consultancy Institutions. This Refund & Cancellation Policy explains who is responsible for refunds, when refunds may be provided, and how to request cancellations.

By using SafalVisa’s platform and services, you agree to this Refund & Cancellation Policy, along with our Terms & Conditions and Privacy Policy.

SafalVisa operates as an intermediary marketplace platform. Different parties are responsible for different refunds as explained below.

1. Understanding Responsibilities

1.1 Three-Party Structure

SafalVisa transactions involve three parties:

SafalVisa (Platform)

Provides the marketplace platform, processes online payments (when applicable), charges service commission to Institutions, and provides customer support.

Institution (Service Provider)

Provides visa consultation and processing services, receives payment from Users (online or cash), is responsible for service delivery, sets their own service refund policies, and is responsible for verifying User age and eligibility in person during the mandatory free consultation.

User (Customer)

Books consultations through SafalVisa, pays Institution for services (online or cash), and receives consultation and visa processing services from Institution.

1.2 Who Is Responsible for Refunds?

Institution service fees (consultation, visa processing) are the responsibility of the Institution, as they provide the service. SafalVisa service charges (commission) are the responsibility of SafalVisa, as our platform fee. Payment gateway fees (eSewa, Khalti, bank charges) are covered within SafalVisa’s service charge and are not charged separately to Users.

2. Free Initial Consultation

2.1 No Refund Needed

All initial consultations booked through SafalVisa are FREE. Institutions provide free initial consultations, no payment is required before the consultation, and Institutions can only request payment AFTER the consultation is provided. Since the consultation is free, there is no refund issue for the consultation itself.

2.2 Payment After Consultation

After the free consultation, the Institution explains their services and fees. If you agree, the Institution sends a payment request through SafalVisa. You choose to pay online (via SafalVisa) or cash (directly to Institution). Payment is for visa processing services, not the consultation.

2.3 Minors Attending with Parents

If a User aged 16–17 attends the free consultation with their parent or guardian, the Institution may proceed with study visa, training, test preparation, or course change services after verifying parental consent in person. The Institution must not proceed with work visa, tourist visa, or family immigration services for anyone under 18. If an Institution sends a payment request for age-restricted services to a User they know or reasonably believe to be under 18, the Institution bears full responsibility.

3. Institution Service Refunds (Visa Processing Fees)

3.1 Institution’s Responsibility

Institutions are responsible for refunding their own service fees in cases such as visa application rejection by embassy or consulate, service not delivered as promised, Institution cancels service before processing begins, or User cancels before service begins (per Institution’s policy).

3.2 Institution Refund Policies

Each Institution sets their own refund policy. Common Institution refund policies include full refund if service has not started, partial refund if visa is rejected (minus processing costs), no refund if visa is rejected and service was fully provided, and case-by-case assessment depending on how far processing has progressed.

Before proceeding with any paid services, always ask the Institution about their refund policy during the mandatory free consultation, understand what you will or will not get back if the visa is rejected, and get their refund terms in writing before making any payment. The free consultation is your opportunity to clarify all terms — including refunds — before committing.

3.3 SafalVisa’s Role in Institution Refunds

SafalVisa can facilitate but does not decide Institution refunds.

For Online Payments

If the Institution approves a refund, SafalVisa can process it. The refund goes back to the User’s original payment method. Processing time is 7–14 business days.

For Cash Payments

The Institution refunds the User directly. SafalVisa may adjust commission based on the refund amount. The User should obtain a written receipt from the Institution.

3.4 How to Request Institution Service Refund

Step 1: Contact the Institution Directly

Discuss your situation, request a refund per their policy, and get their decision in writing.

Step 2: If Institution Agrees to Refund

For online payments, the Institution notifies SafalVisa, SafalVisa processes the refund to your original payment method, and you receive confirmation via email and WhatsApp.

Step 3: If Institution Refuses and You Dispute

Email SafalVisa at contact@safalvisa.com with the subject “Refund Dispute — Booking ID [####]”. Provide booking details, communication with Institution, and reason for dispute. SafalVisa will mediate between you and the Institution.

Step 4: If Mediation Fails

Seek resolution through Nepal consumer protection authorities. SafalVisa will provide transaction records as needed.

4. SafalVisa Service Charge Refunds

4.1 What Are SafalVisa Service Charges?

SafalVisa charges Institutions (not Users directly) a service charge for platform technology and maintenance, connecting Users with Institutions, payment processing (for online payments), and customer support services. Users do not pay SafalVisa service charges directly — they are included in what Institutions charge and deducted when Institutions receive payment.

4.2 When SafalVisa Service Charges Are Refundable

Eligible for Refund

Duplicate payment (system error caused duplicate booking charge), SafalVisa error (technical error prevented service delivery), booking not honoured (Institution did not provide ANY service), or SafalVisa cancellation (we cancelled the service before it began).

Not Eligible for Refund

Visa rejection (service charge remains because service was provided), User changed mind (after booking was confirmed), partial service provided (service was initiated even if not completed), or external delays (caused by embassy, government, or third parties).

4.3 How Institutions Request Service Charge Refund

Institutions may request a service charge refund by emailing contact@safalvisa.com with the subject “Service Charge Refund — Booking ID [####]”. Include booking details, reason, and supporting documents. SafalVisa reviews within 5 business days. If approved, the refund is credited to the Institution’s wallet within 7 days.

5. Visa Rejection Refunds

5.1 General Principle

Visa rejection does NOT automatically entitle you to a refund because Institutions provide services (document preparation, application submission, counselling), visa decisions are made by foreign governments (not Institutions or SafalVisa), and service costs are incurred even if the visa is rejected.

5.2 What You May Get Refunded

It depends entirely on the Institution’s refund policy. Some Institutions offer a full refund if the visa is rejected (rare). Most commonly, a partial refund is offered where the Institution keeps processing costs. Some Institutions offer no refund if all promised services were provided.

Always check the Institution’s specific policy before booking and ask about it during the free consultation.

5.3 SafalVisa’s Stance on Visa Rejections

If the Institution refunds the User, SafalVisa may refund our commission to the Institution on a case-by-case basis. SafalVisa is not obligated to refund service charges for visa rejections. Success fees do not apply if the visa is rejected — success fees are only charged when a student successfully departs abroad.

6. Cancellation Policy

6.1 User-Initiated Cancellations

Before Consultation

Cancellation is free, no charges to User. Simply don’t show up, or inform the Institution.

After Free Consultation, Before Payment

No obligation to proceed, no charges to User. Cancellation is free.

After Payment, Before Service Begins

Contact the Institution immediately, request cancellation in writing (email), and the refund is per the Institution’s cancellation policy. SafalVisa service charge may be refunded (Institution decides).

After Service Begins

Cancellation is generally not allowed. Services already rendered cannot be undone and no refund is typically provided. Check the Institution’s specific policy.

6.2 Institution-Initiated Cancellations

If Institution Cancels Before Service Begins

Full refund to User (service fee plus SafalVisa charge). Processing time is 7–14 business days. SafalVisa facilitates the refund process.

If Institution Cancels After Service Begins

Partial refund based on work completed. The Institution determines the refund amount. The User should get an explanation of costs incurred.

6.3 SafalVisa-Initiated Cancellations

SafalVisa may cancel bookings if the Institution is found to be fraudulent or unlicensed, the Institution violates platform policies (including providing age-restricted services to underage Users), a system error made the booking invalid, or legal or regulatory requirements apply.

If SafalVisa cancels, a full refund is issued to the User (service fee plus all charges), the refund is processed within 7 business days, and the User is notified via email and WhatsApp.

6.4 How to Cancel

Step 1: Determine Timing

Before payment is free cancellation. After payment but before service requires contacting the Institution immediately. After service begins may not be possible.

Step 2: Contact Institution

Email or call the Institution directly, explain the reason for cancellation, and request written confirmation.

Step 3: Request Refund (If Applicable)

Follow the Institution’s refund request process, provide the booking ID and payment proof, and SafalVisa can assist if needed.

Step 4: Follow Up

For online payments, the refund goes to the original payment method. For cash payments, the Institution refunds directly. Processing time is 7–14 business days.

7. Refund Processing

7.1 Online Payment Refunds

Process

The Institution approves the refund and notifies SafalVisa via Dashboard. SafalVisa processes the refund to the original payment method. The User receives confirmation via email and WhatsApp. Funds appear in the account within 7–14 business days.

Refund Methods

eSewa payments are refunded to the eSewa wallet. Khalti payments are refunded to the Khalti wallet. Bank transfers are refunded to the source bank account.

7.2 Cash Payment Refunds

Process

The Institution agrees to the refund. The User collects the cash refund from the Institution’s office. The User obtains a written receipt from the Institution. The Institution reports the refund to SafalVisa (for commission adjustment).

SafalVisa’s Role

SafalVisa may adjust the Institution’s commission based on the refund, provides transaction records if a dispute arises, and does not handle physical cash refunds.

7.3 Processing Timeline

SafalVisa service charge refunds (to Institution) take 7 business days. Online payment refunds (to User) take 7–14 business days. Cash refunds (Institution to User) are immediate at the Institution’s office. Refunds may be delayed by bank processing times, payment gateway procedures, verification requirements, or public holidays in Nepal. SafalVisa is not responsible for delays caused by banks, payment gateways, or external factors.

8. Non-Refundable Situations

8.1 Definitely Not Refundable

Visa Rejections

Visa rejected by embassy, consulate, or government; immigration policies changed after payment; applicant did not meet visa requirements; or embassy processing delays.

User’s Actions

User provided false, incomplete, or misleading information (including false age confirmation); User failed to submit required documents on time; User did not attend required interviews or appointments; or User changed mind after services began.

External Factors

Embassy closed or suspended operations, destination country changed immigration policies, third-party service provider errors, or force majeure events (pandemic, war, natural disaster).

Service Completed

Institution provided all promised services, documents were prepared and submitted, applications were filed with authorities, and consulting and guidance were provided.

8.2 Partial Refunds (Case-by-Case)

You may be eligible for a partial refund if service was partially completed when cancelled, the Institution agrees to a partial refund, an error occurred partway through service, or exceptional circumstances are approved by SafalVisa. The partial refund amount is determined by the Institution’s refund policy, the amount of work completed, costs already incurred, and documentation provided.

9. Special Cases

9.1 Double Payment

If you accidentally paid twice, contact us immediately at contact@safalvisa.com, provide both transaction IDs, we verify the duplicate, and a full refund of the duplicate payment is issued within 7 days.

9.2 Wrong Amount Charged

If an incorrect amount was charged, contact us immediately with transaction details, provide correct versus charged amounts, we investigate within 2 business days, and the difference is refunded if confirmed within 5–7 days.

9.3 Technical Errors

If a system error caused a payment issue, screenshot the error if possible, email contact@safalvisa.com with the booking ID, timestamp, and error description. We investigate and resolve within 5 days. A full refund is issued if the system error is confirmed.

9.4 Unauthorised Transactions

If you did not authorise a payment, report immediately (within 24 hours) by emailing contact@safalvisa.com with “Unauthorised Payment” in the subject line. Provide transaction details and explanation. We freeze the transaction, investigate the fraud claim, issue a refund if the unauthorised transaction is confirmed, and report to authorities if fraudulent.

9.5 Institution Fraud or Misconduct

If the Institution engaged in fraud (including providing age-restricted services to underage Users), report to SafalVisa immediately with evidence. We investigate urgently, suspend the Institution if fraud is confirmed, facilitate a full refund to affected Users, report the Institution to the relevant authorities, and remove the Institution from the platform permanently.

9.6 Underage Booking for Restricted Services

If a User under 18 was provided work visa, tourist visa, or family immigration services by an Institution that failed to verify age during the free consultation, SafalVisa will facilitate a full refund from the Institution. The Institution bears full responsibility for failing to verify age. SafalVisa is not liable as age verification is the Institution’s responsibility during the in-person consultation.

10. Dispute Resolution

10.1 If You Disagree with a Refund Decision

Step 1: Contact Institution (3–5 Days)

Discuss your concerns directly with the Institution, request an explanation of the refund decision, and try to reach a mutual agreement.

Step 2: Request SafalVisa Mediation (7 Days)

Email contact@safalvisa.com with the subject “Refund Dispute — Booking ID [####]”. Include your booking ID, payment proof, communication with Institution, reason you believe refund should be provided, and any supporting documents.

Step 3: SafalVisa Reviews (7 Days)

We review both sides, check booking details, communications, and policies, may request additional information from both parties, and attempt to mediate a fair resolution.

Step 4: SafalVisa Decision (5 Days)

We provide a recommendation or decision, explain our reasoning, and facilitate the agreed refund if applicable.

Step 5: External Resolution (If Needed)

If you remain unsatisfied, you may contact the Consumer Protection Authority (Nepal), the Nepal Tourism Board (if consultancy-related), or Nepal Police (if fraud is suspected). SafalVisa will cooperate with authorities and provide records.

10.2 What SafalVisa Can and Cannot Do

SafalVisa Can

Review disputes and mediate, facilitate refunds from Institutions (for online payments), provide transaction records and evidence, suspend or terminate non-compliant Institutions, and report fraudulent Institutions to authorities.

SafalVisa Cannot

Force Institutions to refund if they provided services, refund Institution service fees on the Institution’s behalf, guarantee visa approvals, control embassy or government decisions, or override an Institution’s stated refund policy.

11. Payment Method Considerations

11.1 Online Payments (eSewa, Khalti, Bank)

Advantages for Refunds

SafalVisa can process the refund directly, an electronic trail provides proof, processing is faster (7–14 days), and the refund is automatic to the original method.

Considerations

Bank processing may add 2–3 days and the refund appears as a credit, not cash.

11.2 Cash Payments (Direct to Institution)

Advantages for Refunds

Immediate refund is possible (same day), no payment gateway fees are involved, and face-to-face clarity.

Considerations

The Institution must refund directly (SafalVisa cannot force this), you must obtain a written receipt, dispute resolution is more difficult, and it requires visiting the Institution’s office.

11.3 Recommendation

For best refund protection, pay online through SafalVisa platform (eSewa, Khalti, bank transfer), keep all transaction records, screenshot payment confirmations, and save email and WhatsApp confirmations.

12. Your Responsibilities

12.1 Before Booking

Review the Institution’s refund policy carefully, understand visa rejection consequences, ask questions during the free consultation, verify the Institution’s credentials and reviews, and check if the refund policy meets your expectations.

12.2 During Service

Provide accurate and complete information, submit required documents on time, attend scheduled appointments and interviews, follow the Institution’s instructions, and communicate any issues immediately.

12.3 For Refunds and Cancellations

Request in writing (email) with the booking ID, provide the reason and supporting documents, respond to requests for information promptly, keep records of all communications, and be patient during the processing timeline.

12.4 What Affects Your Refund Rights

You may lose refund rights if you provided false information (including false age confirmation), missed deadlines or appointments, did not follow instructions, cancelled after service began, or failed to communicate issues promptly.

13. Institution Responsibilities

13.1 Refund Policy Disclosure

Institutions must clearly state their refund policy in their listing, explain it during the free consultation, provide written refund terms before payment, and honour their stated refund policy.

13.2 Refund Processing

Institutions must respond to refund requests within 3 business days, provide a decision with explanation, process approved refunds within the stated timeline, and report refunds to SafalVisa (for commission adjustment).

13.3 Age Verification Before Payment

Institutions must verify User age and eligibility during the mandatory free consultation before sending a payment request. If an Institution sends a payment request for work visa, tourist visa, or family immigration services to a User they know or reasonably believe to be under 18, and a refund dispute arises as a result, the Institution bears full financial responsibility.

13.4 Non-Compliance

If an Institution violates their refund policy, SafalVisa may suspend their account, the User’s refund may be processed from the Institution’s wallet balance, repeated violations lead to a permanent ban, and serious cases are reported to the relevant authorities.

14. Limitations and Disclaimers

14.1 SafalVisa’s Limitations

SafalVisa is NOT responsible for visa rejections or approvals (government decisions), Institution service quality, embassy processing times or delays, changes in immigration policies, external service provider errors, force majeure events, or Institutions providing age-restricted services to underage Users after failing to verify age during the free consultation.

SafalVisa’s maximum refund liability is limited to SafalVisa service charges only. It does NOT include Institution service fees, payment gateway fees, or consequential damages.

14.2 Third-Party Costs

SafalVisa is not responsible for bank charges (wire transfer fees, currency conversion), embassy fees (visa application fees paid to governments), third-party service costs (medical exams, document attestation), or travel costs (if consultation required travel).

15. Consumer Rights (Nepal)

15.1 Your Rights Under Nepal Law

Under the Nepal Consumer Protection Act, 2075 (2018), you have the right to transparent information (clear pricing and fee disclosure, written terms and conditions, accurate service descriptions), fair treatment (non-discriminatory service, professional conduct, honest business practices), and complaint and redress (file complaints with authorities, seek compensation for genuine issues, access dispute resolution mechanisms).

15.2 How to File a Consumer Complaint

If you believe your consumer rights were violated: Step 1: Complain to SafalVisa at contact@safalvisa.com (we respond within 7 days). Step 2: Contact the Consumer Protection Authority (Ministry of Supply, Consumer Rights Protection Department — file within 35 days of issue). Step 3: Contact the Nepal Tourism Board if consultancy-related (Tourist Service Centre, Pradarshani Marg, Kathmandu).

15.3 Legal Recourse

You may seek legal action in competent courts of Nepal if fraud or misrepresentation occurred, services were not delivered as promised, or consumer protection laws were violated. SafalVisa will cooperate with legal authorities and provide necessary documentation.

16. Policy Updates

16.1 Right to Modify

SafalVisa reserves the right to update this Refund & Cancellation Policy at any time to comply with legal requirements, improve clarity and fairness, reflect changes in business practices, or address new situations.

16.2 Notice of Changes

Material changes will be communicated via email notification to all registered users, Dashboard announcement, WhatsApp notification (for active users), and prominent notice on website.

16.3 Effective Date

Policy changes become effective 30 days after notification for major changes, immediately for minor clarifications, or as stated in notification for regulatory changes. Continued use after changes constitutes acceptance of the updated policy.

17. Contact Information

17.1 Refund Requests

Email contact@safalvisa.com with the subject “Refund Request — Booking ID [####]”. Include your full name and booking ID, payment proof (transaction ID, receipt), reason for refund request, supporting documents, and preferred refund method.

17.2 Cancellation Requests

Email contact@safalvisa.com with the subject “Cancellation Request — Booking ID [####]”. Include your full name and booking ID, reason for cancellation, when service was scheduled to begin, and whether service has started.

17.3 Dispute Resolution

Email contact@safalvisa.com with the subject “Refund Dispute — Booking ID [####]”. Include timeline of events, communication with Institution, reason you believe refund should be granted, and any evidence supporting your case.

17.4 General Enquiries

Email: contact@safalvisa.com WhatsApp: +977-9761424617 Website: https://safalvisa.com

Response times: refund requests 3–5 business days, disputes 7 business days, general enquiries 1–2 business days.

18. Acknowledgement

By using SafalVisa, you acknowledge that you have read this Refund & Cancellation Policy in full, you understand SafalVisa versus Institution refund responsibilities, you understand visa rejections do not automatically entitle you to refunds, you will review Institution refund policies before booking, you will provide accurate information and follow instructions, you accept the processing timelines and limitations stated, you confirmed your age eligibility via the registration checkbox and the booking checkbox, and you have reviewed the Terms & Conditions and Privacy Policy.

If you do not agree with this policy, please do not use SafalVisa services.

19. Relationship to Other Policies

This Refund & Cancellation Policy should be read together with the Terms & Conditions (which define platform rules and responsibilities, cover service scope and limitations, and explain commission and fee structure) and the Privacy Policy (which explains data collection and use, covers payment data protection, and details user privacy rights).

In case of conflict, Terms & Conditions take precedence for service terms, this policy takes precedence for refund-specific matters, and the Privacy Policy takes precedence for data handling.

END OF REFUND & CANCELLATION POLICY Safal Visa Pvt. Ltd. Last Updated: March 2026

For refund requests, cancellations, or disputes, contact us at contact@safalvisa.com or WhatsApp +977-9761424617. This policy is part of SafalVisa’s complete terms governing all services. By using SafalVisa, you agree to all policies.