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Refund & Cancellation Policy

Last updated: May 7, 2026

This Refund & Cancellation Policy outlines the terms and conditions for refunds, cancellations, and charge reversals related to Stellar eVisa services. Please read this carefully before purchasing our services.

1. Refund Eligibility

Your eligibility for a refund depends on the stage of your application processing:

1

✅ Refund Eligible: Application Not Yet Submitted

If your application has NOT been submitted to the Vietnamese Immigration Department, you are eligible for a full refund of the Stellar eVisa service fee (49 USD or 79 USD depending on package).

2

❌ No Refund: Application Submitted

Once your application has been submitted to the Vietnamese government portal (evisa.gov.vn), the service fee becomes non-refundable regardless of the final outcome (approval or rejection).

3

❌ No Refund: Government Fee

The official Vietnamese government e-visa fee (25 USD) is non-refundable in all circumstances under Vietnamese Immigration policy.

2. How to Request a Refund

To request a refund before your application is submitted:

  1. Contact us immediately: Email support@stellarevisa.com with your order ID and reason for cancellation
  2. Provide details: Include your application reference number and any relevant information
  3. Verification: We will verify that your application has not been submitted
  4. Processing: Once verified, refunds are processed within 5–7 business days
  5. Refund method: Refunds are issued to the original payment method used
📌 Important: Refund requests must be made before we submit your application to the government. Once submitted, refunds cannot be processed.

3. Refund Processing Time

After approval of your refund request:

Processing times begin after we verify your refund request. Your bank or payment provider may take additional time to credit your account.

4. Visa Rejection & Refund Policy

If your visa application is rejected by the Vietnamese Immigration Department:

⚠️ Note: Visa rejection decisions are made solely by the Vietnamese Immigration Department. Stellar eVisa has no control over approvals or rejections.

5. Processing Delays & Refund Claims

If your application experiences processing delays beyond the estimated timeframe:

  • ❌ Processing delays do NOT entitle you to a refund
  • ⏳ Estimated times are not guarantees: Vietnamese Immigration authorities control processing speed
  • ✅ Our commitment: We will provide regular status updates via email/WhatsApp
  • ✅ Escalation: Contact support if delays exceed 7 days beyond our estimate

6. Errors by Stellar eVisa

If we (Stellar eVisa) make an error on your application form:

  • ✅ We will correct the error at no additional charge
  • ✅ We will resubmit your corrected application
  • ✅ No additional service fee applies
  • ⏱️ Processing time: Resubmission may add 1–2 business days to your timeline

Note: Errors in information you provided are your responsibility. We are not liable for rejections caused by inaccurate data you submit.

7. Partial Refunds

We do not offer partial refunds. Refunds are either:

  • ✅ Full refund (100% of service fee) — if application NOT submitted
  • ❌ No refund (0%) — if application submitted or visa issued

8. Chargebacks & Dispute Claims

⚠️ Chargeback Policy:

  • We reserve the right to dispute any chargeback claim filed with your bank or payment provider
  • If a chargeback is filed without proper refund request process, we will provide evidence of service delivery
  • Chargebacks may result in additional fees charged back to your account
  • Always contact us first for refund requests instead of filing chargebacks

9. Cancellation Process

You can cancel your application at any stage before submission:

Stage Action Refund Status
Before Form Submission Contact support to cancel ✅ Full Refund
After Payment, Before Govt Submission Request cancellation within 24 hours ✅ Full Refund
Application Submitted to Government Cannot cancel; visa in process ❌ No Refund
Visa Approved & Issued Visa cannot be cancelled or refunded ❌ No Refund

10. Special Circumstances

Lost or Stolen Visa

If your approved e-visa is lost, stolen, or accidentally deleted:

  • ✅ We can retrieve and resend your approved e-visa at no charge
  • 📧 Contact us with your application reference number
  • ⏱️ Reissuance typically takes 1–2 business days

Change of Travel Plans

If you need to change your travel dates or entry port:

  • ⚠️ Before submission: Contact us; changes may be possible at no additional charge
  • ⚠️ After submission: Changes cannot be made; visa issued for original dates only
  • 📋 Reapplication required: If dates change significantly, new application may be needed (subject to refund eligibility)

Personal Circumstances (Emergency, Death, Illness)

In cases of genuine hardship or emergency:

  • 📧 Contact support at support@stellarevisa.com with documentation
  • We will review each case individually
  • Refunds may be considered depending on submission status and circumstances

11. Non-Refundable Items

The following are never refundable:

  • ❌ Government fee (25 USD) — paid directly to Vietnamese government
  • ❌ Service fee after government submission
  • ❌ Processing fees or expedited fees
  • ❌ Any consulting or additional services provided
  • ❌ Payment processor fees (if applicable)

12. Payment Method Refunds

Refunds are processed back to your original payment method:

  • Credit/Debit Card: Refund appears as credit on your account statement
  • Bank Transfer: Refund sent to the account from which payment was made
  • UPI/Mobile Payment: Refund to original UPI ID or account
  • PayPal: Refund to PayPal account wallet

Note: International refunds may incur currency conversion fees not covered by us.

13. Refund Disputes

If you believe a refund was incorrectly denied:

  1. Submit a written request with evidence to support@stellarevisa.com
  2. Include your order ID, transaction details, and reason for dispute
  3. We will respond within 5–7 business days
  4. If unresolved, you may escalate to our management team

14. Policy Changes

We may update this Refund & Cancellation Policy at any time. Changes are effective immediately. Your continued use of our services constitutes acceptance of updated terms.

15. Contact & Support

For refund requests or cancellation inquiries:

📧 support@stellarevisa.com
📞 +91 86553 47848 / 47 / 49
📞 WhatsApp: +91 86553 47848
📍 Unit No. S-11, Plot-19 to 22, Jimmy Tower - I, Sector-18, Kopar Khairane, Navi Mumbai, Thane, Maharashtra - 400709

16. Governing Law

This Refund & Cancellation Policy is governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra, India.