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We commit to the processing timeframe agreed with you. If we cannot deliver the agreed service, we will refund 100% of the total amount you paid to VietVisaGo for that booking.
What the commitment covers
The refund covers the full payment made to VietVisaGo for the booking, rather than only the assistance-fee component. It is not reduced because we incurred service costs. Payments you made separately to an airline, a government authority or another provider are outside the payment made to VietVisaGo.
Read this policy together with the service scope, price and written confirmation for your booking. The agreed service and processing deadline are the ones confirmed with you before payment.
Visa assistance and agreed processing time
Before payment, confirm the selected visa service, required documents, processing deadline and relevant time zone with the team. Keep the confirmation and booking reference. If we cannot deliver that agreed service, the full-payment refund commitment above applies.
For VVG check-in document support, keep the confirmed document arrangements and expected visa timing with the booking. Tell the team immediately if the flight or visa status changes.
Airport Fast Track bookings
The airport service is defined by the airport, flight, travellers, package and meeting arrangements confirmed in your booking. Keep your ARR or DEP reference, follow the latest meeting guide and contact support promptly if you cannot find the team.
If the service cannot be delivered as agreed, contact us with the booking and payment records so we can review the service issue and confirm the refund arrangements under our Terms & Conditions.
How to request a refund
- Contact the team using the booking reference and the email or mobile used for the booking.
- Provide the payment receipt and a short explanation of the service issue.
- Keep the written service confirmation and agreed deadline available for the review.
Email info@vietvisago.com or use our Contact page. We will confirm the refund arrangements with you. The time for the funds to appear in your account depends on the payment provider.
Changes and cancellations
Tell us as soon as possible if you want to change or cancel a booking. We will review the request, the service stage and any cancellation conditions confirmed before payment, then explain the available options.
A customer request to change plans is separate from our failure to deliver the agreed service. Cancellation conditions cannot remove the full refund commitment or rights you have under applicable consumer law.
Your consumer rights
Nothing in this policy excludes rights or remedies that cannot lawfully be excluded. Our refund commitment is additional to applicable consumer rights.
ACCC consumer rights and guarantees guidance