Refund Policy

1. Overview

We are committed to transparency and fairness. This policy explains your rights and our obligations regarding refunds. Because part of what you pay is a government fee that we remit to the Saudi authorities, and part is our service fee, each component is treated differently when it comes to refunds.

2. Understanding Our Fee Structure

• Government visa fee: the mandatory fee charged by the Government of Saudi Arabia for processing your eVisa. We collect this on the government's behalf and remit it directly to them.

• Service fee: our charge for application assistance, expert document review, error checking, submission, status tracking, and customer support.

• Payment processing charges: fees charged by third-party payment providers to facilitate the transaction.

3. Cancellation Before Processing

You may cancel your application before we have submitted it to the Saudi eVisa system. If you cancel before processing, the following applies:

The 30% of the service fee retained covers administrative costs incurred in setting up your application, including initial document review and account processing. Cancellation requests are processed in the order received, and we will confirm your cancellation and refund eligibility by email.

4. Cancellation After Submission

Once your application has been submitted to the Saudi immigration authorities, cancellation is no longer possible, and no refund of any kind will be issued, because:

• The government visa fee has been remitted to the Government of Saudi Arabia and is non-recoverable.

• Our service, including application preparation, review, and submission, has been fully delivered.

We will clearly notify you before we submit your application. Once you authorise submission, this policy takes effect.

5. Visa Approval: No Refund

Once your visa application is approved by the Saudi immigration authorities, no refund of any kind is applicable. The service has been successfully delivered and the government has granted your visa.

6. Duplicate Payments

If you are charged more than once for the same application due to a payment error or system glitch, we will refund the duplicate amount in full. To report a duplicate payment, email [email protected] with the subject line "Duplicate Payment" and include your full name, application reference number, and the transaction IDs or receipts showing both charges.

7. System Errors

If a technical error on our end prevents your application from being submitted or causes it to be submitted incorrectly, we will either resolve the issue and resubmit your application at no additional cost, or issue a full refund of the service fee if the issue cannot be resolved. Errors caused by third-party services, such as government portal downtime or payment gateway issues, are outside our control, though we will work with you to find a reasonable resolution.

8. Non-Refundable Scenarios

To avoid confusion, the following situations are not eligible for any refund:

• Visa refusal for any reason, including refusal due to false, misleading, or incomplete information provided by the applicant.

• Change of travel plans after application submission.

• Failure to travel to Saudi Arabia after visa approval.

• Dissatisfaction with processing time, which is an estimate controlled by the Saudi authorities.

• Failure to use an approved visa before its expiry date.

• Visa revocation or cancellation by the Saudi authorities after initial approval.

• Denial of entry at a Saudi port of arrival, even with a valid eVisa.

• The applicant's failure to respond to requests for additional information, resulting in rejection.

9. Refund Processing Timeline

All approved refunds are processed within 7 to 14 business days from the date the refund is approved, and are issued to the original payment method used at purchase. The time for the refund to appear in your account may vary depending on your bank or payment provider. Saudi eVisa is not responsible for delays caused by third-party financial institutions.

10. How to Request a Refund

To request a refund, email [email protected] with the subject line "Refund Request" and include your full name, application reference number, and the email address used during purchase. You may also open a support ticket. We will review your request and confirm your eligibility by email.

11. Disputes

If you initiate a chargeback or payment dispute without first contacting us, we reserve the right to present this policy and your application records to the payment provider. We encourage you to contact us first so we can resolve any issue quickly and fairly.

12. Changes to This Policy

We may update this Refund Policy from time to time. The version published here, with the date shown above, is the current version and applies to purchases made after that date.