1. Scope
This Refund Policy applies to all orders placed with stamp-wise.com and forms part of our Terms of Service. All amounts are in US dollars (USD). It does not affect any rights you have under consumer protection law in the country where you live.
2. What you pay for
Your order is made up of two parts:
- Our service fee, which pays for our work: assessment, document review, form completion, appointment booking, tracking and support.
- Third-Party Fees, which we collect and pass on: government and consular fees, visa application centre fees, biometrics, courier, insurance and translation charges.
Our service fee pays for the work we do, not for the outcome of your application.
3. Cancelling your order
You can cancel at any time by emailing visa@stamp-wise.com with your order number. The refund of our service fee depends on how far your order has progressed when we receive your cancellation:
| Stage when you cancel | Service fee refund |
|---|---|
| Within 24 hours of payment, and before we have started any work | 100% |
| After 24 hours, but before we have started reviewing your documents or completing forms | 100%, less a USD 25 administration fee |
| After document review, consultation or form preparation has started, but before an appointment is booked or the application is submitted | 50% |
| After an appointment has been booked, or the application has been submitted to the authority or visa centre | No refund |
4. Third-Party Fees
Third-Party Fees that we have not yet paid out will be refunded in full on cancellation. Once paid to a government, visa centre or other provider, they are refunded only if and to the extent that provider refunds them to us. Most governments do not refund visa fees once an application is lodged, including when a visa is refused or withdrawn.
5. Visa refusals and delays
If your visa is refused, delayed, issued with a shorter validity than requested, or granted with conditions you did not expect, our service fee is not refundable, because the decision is made solely by the government. If you would like to reapply for the same destination within 90 days of a refusal, we may offer a reduced service fee at our discretion.
6. When the mistake is ours
If your application is refused, rejected or delayed because of an error made by Stampwise, such as a data-entry mistake on a form that differs from the correct information you gave us, we will refund our service fee in full. Alternatively, if you prefer, we will redo the work free of charge. Please tell us within 30 days of learning about the error.
7. Appointment searches
Appointment availability is controlled by embassies and visa centres. If your order includes a written commitment to secure an appointment within a specific window and we do not secure one within that window, you may cancel and receive a full refund of the service fee for the appointment booking, whether or not we have started searching. If no window was committed in writing, section 3 applies.
8. When no refund is due
We do not refund our service fee where:
- you gave incomplete, incorrect or misleading information or documents, or did not provide requested documents within the deadlines we gave you;
- you missed an appointment, interview or biometrics session, or arrived without the required documents;
- your passport did not meet the destination's validity or condition requirements;
- you changed your travel plans, or no longer need the visa; or
- we stopped work because of suspected false information, as set out in our Terms of Service.
9. How refunds are paid
Approved refunds are paid to the original payment method within 10 business days of approval. Your bank or card provider may take additional time to show the credit. We are not responsible for exchange-rate differences or fees charged by your bank. Where a refund to the original payment method is no longer possible, for example because the payment is more than 180 days old, we will refund by bank transfer or, if you prefer, as credit for a future order.
10. Chargebacks
Please contact us before disputing a payment with your bank. Most issues can be resolved faster directly with us. If a chargeback is raised for a service we have already performed, we will provide our records to your bank.
11. Contact us
stamp-wise.com
Email: visa@stamp-wise.com