Refund Policy
Last updated: July 15, 2026
Overview
At 99Country, we strive to provide exceptional visa services and customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.
Please read this policy carefully before making a payment. By using our services, you agree to the terms outlined in this refund policy.
1. Refund Eligibility
✅ Eligible for Full Refund
- Service cancellation within 24 hours of payment (before processing begins)
- Duplicate payments made in error
- Technical errors resulting in overcharging
- Service not delivered due to our fault
- Embassy closure or policy changes preventing application submission
⚠️ Eligible for Partial Refund
- Service cancellation after processing has begun (50% refund)
- Customer-initiated changes requiring significant rework
- Incomplete documentation provided by customer (processing fee retained)
- Express service downgrade to regular service
❌ Not Eligible for Refund
- Visa rejection by embassy/consulate
- Customer-provided incorrect or false information
- Services already completed and delivered
- Embassy/consulate fees (separate from our service fees)
- Change of mind after document submission
- Failure to attend visa interview or biometric appointment
- Services used beyond 30 days from completion
2. Service-Specific Refund Policies
2.1 Visa Application Services
| Stage | Refund % | Conditions |
|---|---|---|
| Before Processing | 100% | Within 24 hours of payment |
| Document Review | 75% | Before form submission |
| Application Submitted | 25% | Embassy fees non-refundable |
| Interview Scheduled | 0% | Service completed |
2.2 Document Attestation
- Before Collection: 100% refund (within 24 hours)
- Documents Collected: 50% refund (processing fee retained)
- Attestation in Progress: 25% refund
- Completed Attestation: No refund
2.3 Apostille Services
- Before Submission: 100% refund (within 24 hours)
- Submitted to MEA: 30% refund (government fees non-refundable)
- Apostille Completed: No refund
2.4 Express Services
- Express Fee: Non-refundable once processing begins
- Downgrade to Regular: Difference amount refunded
- Delay Due to Our Fault: Express fee refunded
3. Refund Process
3.1 How to Request a Refund
- Submit Request: Email refunds@99country.com with your application reference number
- Provide Details: Include reason for refund and supporting documentation
- Review Process: Our team will review your request within 2-3 business days
- Decision Notification: You'll receive an email with our decision and next steps
- Refund Processing: Approved refunds are processed within 7-10 business days
3.2 Required Information
- Application reference number
- Payment transaction ID
- Reason for refund request
- Supporting documentation (if applicable)
- Bank account details for refund processing
3.3 Processing Timeline
- Review: 2-3 business days
- Approval Decision: 1 business day
- Refund Processing: 7-10 business days
- Bank Processing: 3-5 business days (varies by bank)
- Total Timeline: 10-15 business days from request
4. Special Circumstances
4.1 Force Majeure Events
In case of extraordinary circumstances beyond our control (natural disasters, pandemics, government restrictions, embassy closures), we will provide:
- Full refund if service cannot be delivered
- Service credit for future use (with extended validity)
- Alternative service arrangements where possible
4.2 Technical Issues
- Payment gateway errors: Full refund within 24 hours
- Website technical problems: Compensation or service credit
- Document upload failures: No additional charges for reprocessing
4.3 Customer Satisfaction
If you're not satisfied with our service quality, we offer:
- Service improvement at no additional cost
- Partial refund based on service completion
- Service credit for future applications
- Escalation to senior management for resolution
5. Non-Refundable Fees
The following fees are strictly non-refundable:
Government Fees
- Embassy/consulate visa fees
- Biometric services fees
- Attestation department charges
- MEA apostille fees
- Translation certification fees
Third-Party Fees
- VFS Global service charges
- BLS International fees
- Courier and shipping charges
- Medical examination fees
- Insurance premium payments
6. Refund Methods
Refunds will be processed using the same payment method used for the original transaction:
| Payment Method | Refund Timeline | Processing Fee |
|---|---|---|
| Credit/Debit Card | 5-7 business days | Waived |
| Digital Wallets | 3-5 business days | Waived |
| Bank Transfer | 7-10 business days | ₹50 processing fee |
| UPI | 1-3 business days | Waived |
7. Dispute Resolution
If you disagree with our refund decision, you can:
- Internal Review: Request escalation to our senior management team
- Mediation: Participate in mediation with an independent third party
- Consumer Forum: File a complaint with relevant consumer protection authorities
- Legal Action: Pursue legal remedies as per applicable laws
Dispute Resolution Contact
Email: disputes@99country.com
Phone: +91-80-1234-5678
Response Time: Within 48 hours
8. Policy Updates
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify users of significant changes via email or website notification.
Your continued use of our services after policy changes constitutes acceptance of the updated terms.
Contact Information
For refund requests and related inquiries:
Refund Requests
Email: refunds@99country.com
Phone: +91-80-40901416
Hours: Mon-Sat, 9 AM - 6 PM IST
Customer Support
Email: support@99country.com
WhatsApp: +91-78990-66666
Live Chat: Available on website
Disputes
Email: disputes@99country.com
Phone: +91-80-40901416
Priority escalation available
Important Notice
All refund requests must be made within 30 days of payment. Requests made after this period will not be considered except in cases of service failure or extraordinary circumstances.