Refund Policy

When you file a chargeback:

Step 1: You Contact Your Bank

• You dispute the charge with your bank or card issuer
• You explain why you believe the charge is invalid
• You provide any supporting documentation

Step 2: Bank Initiates Chargeback

• Bank temporarily reverses the charge (you get money back immediately)
• Bank notifies us of the chargeback
• Bank requests evidence from us

Step 3: We Respond to Bank

• We have 7-21 days to provide evidence
• We submit documentation showing:
• Service was provided as agreed
• Application was submitted to authorities
• Terms and Conditions were accepted
• Communication records
• Delivery confirmation (e-visa sent via email)
• Refund policy acknowledgment

Step 4: Bank Makes Decision

• Bank reviews evidence from both sides
• Bank decides in favor of you or us
• Decision is usually final (though can sometimes be appealed)

Step 5: Final Resolution

• If bank decides in your favor: You keep the money
• If bank decides in our favor: You must repay the bank (if already refunded), or the chargeback is denied

Timeline: Entire process typically takes 60-90 days, sometimes longer.

We Want to Resolve Issues Directly:

Many issues that lead to chargebacks can be resolved quickly if you contact us first:

If You Haven't Received Your E-Visa:

• Contact us immediately at [email protected]
• We can:
• Check application status with authorities
• Resend e-visa if it was approved but not delivered
• Investigate any delays
• Provide status updates
• Escalate urgent cases
• Resolution Time: Usually within 24-48 hours

If Your Visa Was Rejected:

• You may be eligible for a refund under our refund policy
• Contact us with rejection notice
• We process refunds within 15-30 days
• Much faster than chargeback process
• Plus: You maintain good standing for future applications

If You Were Charged Incorrectly:

• Technical errors happen
• We can verify charges and refund differences immediately
• Usually resolved within 5-10 business days
• No need for lengthy chargeback process

If You're Unhappy With Service:

• We want to know about it
• We can:
• Investigate what went wrong
• Offer appropriate compensation
• Provide refund if warranted
• Issue credit for future applications
• Escalate to management for review

If You Can't Reach Us:

• We respond within 24 hours to emails at [email protected]
• Try WhatsApp: +44 7561 525115
• If you're not getting responses, escalate your email with "URGENT" in subject

Benefits of Contacting Us First:

• ✅ Faster resolution - Days vs. months
• ✅ Maintain good customer status - No negative impact on future applications
• ✅ Direct communication - Talk to people who can actually help
• ✅ Flexible solutions - We can offer options beyond just refunds

✅ Keep your payment method in good standing - Too many chargebacks can affect your credit card.

We understand there are legitimate situations where chargebacks are the right choice:

Appropriate Reasons to File a Chargeback:

a) Unauthorized Transaction:

• Your card was stolen or compromised
• Someone used your card without permission
• You never authorized this transaction
• Action: File chargeback immediately and notify us

b) We Are Completely Unresponsive:

• You've tried multiple times to contact us
• No response to emails or WhatsApp messages
• You've waited weeks with no communication
• You cannot reach us through any channel
• Action: Document your contact attempts, then file chargeback

c) Service Never Provided:

• We took payment but never processed your application
• We never submitted application to authorities
• We disappeared or shut down
• Action: File chargeback with documentation

d) Fraudulent Activity:

• You believe we engaged in fraudulent practices
• We misrepresented our services
• We're operating a scam
• Action: File chargeback and report to authorities

e) We Refuse Legitimate Refund:

• Your visa was rejected
• You meet all refund criteria
• We refuse to process refund without valid reason
• You've exhausted internal dispute resolution
• Action: File chargeback with refund correspondence

Our Process:

We Will:

• Review the chargeback reason carefully
• Gather all relevant documentation
• Assess whether the chargeback is valid
• Respond appropriately to your bank

If Chargeback Is Valid:

• We will not contest it
• We accept the chargeback
• Bank rules in your favor
• You keep the refund

If Chargeback Is Invalid or Premature:

• We provide evidence to bank showing:
• Service was delivered as agreed
• Terms were accepted
• Application was processed and submitted
• Communication records
• Refund policy was clear
• Any refund requests were handled appropriately
• Bank makes final decision based on evidence

Possible Outcomes:

Chargeback Approved (You Win):

• You keep the money
• Transaction is reversed
• No further payment owed
• We absorb the loss plus chargeback fee ($15-25)

Chargeback Denied (We Win):

• Bank finds in our favor
• If money was temporarily refunded to you, you must repay it
• Original transaction stands
• You may be liable for additional bank fees

Partial Resolution:

• Sometimes banks offer partial chargebacks
• Or we may settle for partial amount
• Depends on specific circumstances

You agree to:

• Use your e-visa only for the purpose stated in the application
• Comply with the stay duration allowed (typically 30 days)
• Exit Azerbaijan before your visa expires
• Register with Azerbaijan authorities if staying more than 15 days
• Comply with all Azerbaijan laws and regulations

On Your Account With Us:

• Application processing may be suspended pending resolution
• Future applications may require alternative payment methods
• Multiple chargebacks may result in inability to use our services

On Your Payment Method:

• Excessive chargebacks can impact your credit card account
• Some merchants may refuse cards with high chargeback rates
• Your card issuer may increase scrutiny of your account

On Processing Time:

• Chargeback process takes 60-90+ days
• Direct refund through us takes 15-30 days
• Contacting us first is usually faster

Our Costs:

• Each chargeback costs us $15-25 in fees
• Plus administrative time and resources
• These costs exist whether chargeback is valid or not

If Chargeback Is Fraudulent or Abusive:

• We may seek recovery of chargeback fees
• Plus any administrative costs incurred
• Through small claims court if necessary

We Will NOT Pursue Fees If:

• Chargeback was legitimate
• It was our error or failure
• You had valid reason and we were unresponsive
• It was result of miscommunication

We Commit To:

Clear Communication:

• Clear pricing and terms at checkout
• Detailed service descriptions
• Transparent refund policy
• Regular application status updates

Responsive Customer Service:

• Reply to emails within 24 hours
• Available via WhatsApp
• Multiple contact channels
• Escalation procedures for urgent issues

Fair Refund Policy:

• Clear eligibility criteria
• Reasonable processing times
• Fair assessment of refund requests
• Appeal process for denied refunds

Quality Service:

• Expert review of all applications
• Immediate processing
• Professional support throughout
• 99% approval rate goal

Before Filing a Chargeback, Try This:

Contact Us First:

• Email: [email protected]
• WhatsApp: +44 7561 525115
• Subject: "URGENT - [Your Issue]"

Be Clear About Your Issue:

• Explain what went wrong
• What you expected vs. what happened
• What resolution you're seeking
• Attach relevant documentation

Give Us Reasonable Time:

• We respond within 24 hours
• Complex issues may take few days to investigate
• We'll keep you updated on progress

Escalate If Needed:

• If initial response doesn't resolve issue
• Request management review
• Ask for escalation
• We have internal dispute resolution

Request Refund Formally:

• Follow our refund request process (Section 5)
• Provide all required documentation
• Give us full 30 days to process
• Appeal if denied

Document Everything:

• Keep copies of all emails
• Screenshot conversations
• Save receipts and confirmations
• Note dates and times of contact attempts

Only After All Else Fails:

• If we're truly unresponsive (not just slow)
• If we refuse legitimate refund without valid reason
• If you suspect fraud
• Then chargeback may be appropriate

Before Chargeback, Consider:

Internal Escalation:

• Request management review
• Senior staff can override decisions
• Often resolves issues

Mediation:

• Neutral third party
• Often faster than chargeback
• We're open to mediation for disputes

Small Claims Court:

• For disputes under £10,000
• Relatively quick and inexpensive
• May be faster than chargeback

Regulatory Complaint:

• Trading Standards
• Citizens Advice
• May help resolve dispute

Our Philosophy: We believe most disputes can be resolved through direct communication. We're a legitimate business registered in the UK, and we want to maintain good relationships with our customers. If you're unhappy with our service or believe something went wrong, please talk to us first. We're here to help.