Legal

Payment & Refund Policy for Viselia

Last Updated: 15/7/2026

Our Refund Promise

Viselia's core resources — checklists, cover letter templates, country guides, and processing-time data — are free. There's nothing to refund because there's nothing charged. For paid Concierge Services, refund eligibility depends on how much of the work we agreed to deliver has actually been completed at the time you ask to cancel. We don't tie refunds to whether your visa is ultimately approved or rejected, because we don't submit your application or make that decision — the embassy does, and you submit it yourself. What we can promise is that you'll only pay for work we've actually delivered.

How Refunds Work, by Stage

Stage 1 — Before a specialist has started your case

If you cancel before we've assigned a specialist or begun reviewing your documents, you're eligible for a 100% refund of your Concierge Services fee.

Stage 2 — Specialist assigned, work in progress

If a specialist has been assigned and has begun work (for example, an initial document review) but hasn't yet delivered the completed guidance, checklist review, or cover letter feedback you purchased, you're eligible for a [Insert %, e.g., 50%] refund reflecting the work already completed.

Stage 3 — Deliverable completed and sent to you

Once we've delivered what you purchased — for example, a completed document review, personalized checklist, or cover letter feedback — that service has been performed, and it's non-refundable. You've received the work product, even if you later decide not to use it or submit your application. Refunds are only possible if no embassy, VFS, appointment, or other third-party processing fees have been incurred. Once such fees have been paid, they are non-refundable.

If Viselia can't take your case or misses a committed deadline

If we're unable to take on your case (for example, your destination or visa type isn't one we currently support), you get a 100% refund, automatically. If we commit to a delivery timeframe for your Concierge Service and miss it through our own fault, you're entitled to a full refund of the service fee for that engagement.

What We Don’t Charge — and What We Never Refund

Viselia doesn't collect government visa fees, embassy fees, or courier charges on your behalf, because you submit your own application and pay any government fees directly to the embassy or consulate yourself. Our fee is only for the guidance, templates, and review we provide — so there's no government fee for us to hold or refund. We're not able to refund:

Fees you paid directly to an embassy, consulate, visa center, or courier — these were never paid to us;
Concierge Services already delivered, as described in Stage 3 above;
Cases where you provided inaccurate or incomplete information that affected the guidance we gave, and you later decided not to proceed.

How to Request a Refund

Email us at [Support Email] with your order reference and the reason for your request. We aim to confirm your refund eligibility within 3 business days of payment.

How Refunds Are Paid

Approved refunds are issued to your original payment method and typically appear within 3 business days, depending on your bank or card provider. We'll send you a confirmation with a reference number as soon as the refund is processed.

Frequently Asked Questions

Does Viselia offer refunds?

Yes. Our free resources are always free. For paid Concierge Services, refunds depend on how much of the work has been completed — see the stage-by-stage breakdown above.

Will I get a refund if my visa is rejected?

Not automatically, because Viselia doesn't file your application or decide the outcome — the embassy does, and you submit your own application. Our fee covers the preparation and guidance work we deliver, not the outcome of your submission. If you believe we made an error in the guidance we provided, contact us at [Support Email] and we'll review your case.

Can I cancel my Concierge Service after I've submitted my application to the embassy?

Submitting your application is your own action, taken after we've delivered our guidance — so by that point, the service you purchased has already been provided and is non-refundable under Stage 3 above.

What if I just change my mind before any work has started?

You're eligible for a full refund — see Stage 1.

How long do refunds take?

Once approved, refunds typically take 3 business days to appear back in your original payment method. We'll send a reference number as soon as it's processed.

Do you charge any hidden fees?

No. The price for any Concierge Service is shown to you in full before you pay, and it doesn't include any government or embassy fee — those are paid directly by you to the relevant authority.

Contact Us

Questions about a refund? Reach us at:

Viselia Friedenstraße 4, 55296 Harxheim, Germany info@viselia.io +49 177 4154693