Refund Policy
This Refund Policy explains how Vietnam GoEasy reviews cancellations, refunds, pending cases, incorrect information, authority delays, and airport-service changes. Please read it together with the Terms of Service and Disclaimer before continuing to 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 quote / Request to Book cases
If a nationality or case requires Request to Book/manual quote, the customer may submit the request first without immediate payment. No visa processing work starts until Vietnam GoEasy confirms a quote, the customer completes payment, and the required information/documents are available.
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 Vietnam GoEasy has not started reviewing, preparing, submitting, following up on, or coordinating the service, a refund request may be eligible for full refund of the Vietnam GoEasy service amount, subject to payment-processing costs and third-party charges where applicable.
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 the order status has been confirmed for processing, refund requests are no longer available. At that stage, Vietnam GoEasy may already have reviewed the case, checked information, prepared the application, coordinated airport support, contacted partners, submitted the request, followed up, or performed other work related to the case. Staff work and operational costs have already started, so the customer should wait for the result instead of requesting a refund.
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.
Vietnam GoEasy may contact the customer multiple times to request corrected photos or additional information. While the case is waiting for customer response, normal processing time may not continue and Vietnam GoEasy is not responsible for delays caused by late or missing customer response.
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 not acceptable for submission, Vietnam GoEasy will request replacement images. Delays caused by poor-quality photos, unreadable passport pages, cropped images, glare, incorrect portrait background, wrong file, or late replacement photos are not considered 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
No refund is normally available if a valid visa, eVisa, approval letter, or support result has been provided but the traveler is denied airline boarding, denied entry, enters too early, enters through an unsuitable route, changes travel plan, changes passport, changes arrival/departure date, changes entry/exit port, or cannot use the issued 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 in an approval letter, visa-related submission, or issued result, the customer must notify Vietnam GoEasy as soon as possible and at least 1 working day before the planned arrival date where feasible. Vietnam GoEasy will review the case and, where correction is possible, support re-issuing or correcting the result 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, if a written cancellation request is received at least 72 working hours before the registered airport service time, Vietnam GoEasy may refund the service amount after deducting payment-processing fees, bank fees, and non-refundable third-party costs where applicable.
Cancellation requests received within 72 working hours before the registered airport service time are normally non-refundable because staff, partner, timing, and operational arrangements may already be reserved.
If the customer requests a change at least 36 working hours before the registered airport service time, Vietnam GoEasy will try to rearrange the service without penalty where availability allows. If the change request is received within 36 working hours, Vietnam GoEasy may not be able to rearrange the service and no refund may be available.
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 refund requests are normally processed within 3 business days during Vietnam GoEasy working time. After Vietnam GoEasy processes a refund, the time for the customer to receive funds may still depend on the bank, card issuer, payment processor, country, currency, public holidays, and the payment method used.
14. How to request a refund review
To request a refund review, contact support@vietnamgoeasy.com with the order reference, registered email, service type, payment details if available, and a short explanation of the issue. Vietnam GoEasy will review the case status and explain the available option clearly.