Our fee pays for the work. The embassy makes the decision.
This page explains exactly when you get money back, in plain language. The short version: cancel before we start and you get everything back; if we make a mistake, we fix it free or refund you in full; a refusal by the embassy is not a refund event, because the work was done.
The principle
EasyVisa charges a service fee for preparing, checking, booking and tracking your visa application. We sell facilitation, not approval — no honest provider can sell approval, because the embassy or consulate alone decides every visa. Our refund policy therefore follows the work, not the outcome.
What's refundable, when
| Situation | Service fee refund |
|---|---|
| You cancel before we start work (no documents prepared, no forms started) | 100% |
| You cancel after work has started but before your application is submitted | 50% |
| After your application is submitted to the embassy / visa centre / portal | No refund — the work is complete |
| The embassy refuses your visa | No refund — the decision is the embassy's, not ours. We'll explain the refusal reasons and what a re-application would involve. |
| We made a material error (wrong information we entered, a deadline we missed, a document we mishandled) | Free redo, or 100% refund — your choice |
| You don't actually need a visa for your destination | We tell you up front and charge nothing — there's nothing to refund |
Government fees are separate — and not ours to refund
You pay the government visa fee directly to the embassy, visa centre or official portal on your own account. It never passes through EasyVisa. Whether it is refundable is the authority's rule, and almost every government treats visa fees as non-refundable once paid — including when the visa is refused. The same applies to visa-centre service fees (VFS Global, TLScontact, CAPAGO, BLS) and levies like New Zealand's IVL.
Document services (apostille, police clearance, translations)
Document add-ons ordered through us follow the same work-based rule: refundable in full before we lodge the document with the issuing authority (DIRCO, the High Court, SAPS, DHA, SAQA or an embassy), and not refundable once lodged — those authorities' own fees and our courier disbursements are paid out on your behalf and can't be recovered. If a document service is partially complete when you cancel, we refund the uncommenced portion.
How to request a refund
- Message us on WhatsApp +27 72 658 3987 or email sales@easyservicesgroup.co.za with your name and quote or invoice number.
- We confirm in writing which stage your case is at and the amount due back.
- Approved refunds are paid to your original payment method within 7 business days.
The fine print, kept short
- All prices are final — ESG is not VAT-registered, so no VAT is added and none is refunded.
- Nothing in this policy limits your rights under the South African Consumer Protection Act.
- This policy applies to services bought from EasyVisa, a trading brand of Easy Services Group (Pty) Ltd.
- Policy last updated 11 June 2026. The version on this page at the time of your purchase applies.