Refunds, fixes, and re-sends.

1. Free corrections

If names, dates, route, nationality, email, or similar fields need fixing, contact support@visaproofs.com with your order reference and what should change. We prioritise corrections so you receive an updated document without unnecessary delay. Reasonable corrections are complementary when tied to the same booking scope described at purchase.

2. Re-delivery

If spam filters, typo email addresses, or attachment issues prevented you from receiving files, we will re-send upon verification that the order belongs to you. Provide the payment email or order confirmation details when possible.

3. When a full refund is typically appropriate

You may qualify for a full refund to the original payment method when, for example:

• We charged you but did not provide the purchased deliverable within a reasonable period.
• The itinerary document as described at purchase is not delivered on time or does not reflect the agreed Standard format in a material way (subject to investigation).
• We duplicate-charged you for the same order.
• We cancel the order before delivery and do not offer an acceptable substitute.

Refund timing depends on banks and card networks; many appear within several business days after we submit the reversal. We will confirm by email when a refund is initiated.

4. When refunds are usually not available

• Change of mind after we already delivered the digital product and you no longer need it.
• Visa outcome — embassies and consulates make independent decisions; a denial does not by itself mean the itinerary was invalid.
• Expiry or timing — submission windows and travel plans can change. If you did not use the delivered document as intended and did not request help in advance, we may not refund.
• Third-party errors outside our control (airline downtime, email provider blocks) where we already delivered to the address on file—though we still help with re-delivery and workarounds.

5. Chargebacks

Please email us before filing a payment dispute. Chargebacks slow resolution and can lead to account restrictions. We cooperate with card investigations and provide evidence of delivery where applicable.

6. How to request a refund or escalation

Email support@visaproofs.com with subject line "Refund request — [order reference]", your name, date of purchase, and a short explanation. We aim to acknowledge quickly and resolve within a few business days.

7. Contact

All policy questions: support@visaproofs.com · Support page · Terms of Service.