Refund Policy
Effective 13 August 2026. Our approach to fees, cancellations, and refunds.
What our fees cover
Our fees pay for our time, guidance, and the work involved in preparing your application — not for a particular outcome. As explained in our Terms & Conditions, visa decisions are made entirely by the relevant embassy or consulate, and we can't guarantee approval.
Refunds are not tied to the visa decision
Because the outcome of your application isn't something we control, we don't offer refunds simply because a visa was refused, provided the work we agreed to do was carried out properly and in good faith.
Cancelling before we start
If you change your mind before we've begun working on your application, get in touch and we'll discuss a fair refund with you directly. Exact terms may vary depending on the service, which is why we always confirm pricing and next steps with you before any paid work begins.
Cancelling after work has started
If work is already underway, fees reflect the time and expertise already provided up to that point. We'll always be transparent with you about what's been done and what a fair adjustment looks like if you need to stop partway through.
Mistakes on our part
If we make an error in the service we provide, tell us and we'll put it right or agree a fair refund for the affected work.
How to request a refund
Email us at hello@vizento.co.uk with your details and we'll respond honestly, usually within a couple of working days.