We want every client to feel they have been treated fairly, so this Refund Policy sets out plainly when refunds apply and when they do not. It covers our own service fees and the official fees paid to Indonesian immigration, which are treated differently.
This page is general information and not legal advice. Bali Visa Urgent is a private visa-facilitation service, not a government agency, and official immigration fees are set by Indonesian regulation. If you are unsure about anything, just ask us before you commit.
Our approach to refunds is based on fairness. In simple terms, we want to refund what we have not yet earned or spent on your behalf, and we ask you to understand that work already done, and official fees already paid, generally cannot be returned.
The sections below explain how this works at each stage so there are no surprises.
Your initial consultation and quote are completely free and come with no obligation. You are welcome to ask questions, understand your options and review the full cost before you decide to proceed.
Nothing is charged, and no work begins, until you have confirmed that you would like us to go ahead.
If you decide to cancel before we have started meaningful work on your application — and before anything has been officially submitted — you may be entitled to a refund of your service fee, less any costs we have already incurred on your behalf.
The earlier you let us know, the more straightforward this is, since less work will have been carried out at that point.
Official fees paid to Indonesian immigration are set by regulation and are collected by the authorities, not by us. Once an application has been submitted and these fees have been paid, they are generally non-refundable, regardless of the outcome.
We will always make clear which part of your quote is an official government fee before any payment is made.
Our service fee reflects the work we do to prepare, submit and support your application. Before work begins, it is generally refundable. Once preparation is under way, any refund is assessed fairly against the stage your application has reached and the work already completed.
After an application has been submitted, the service fee is treated as earned, because the work it covers has been performed.
Approvals and refusals are decided solely by Indonesian immigration. If an application that was correctly and completely prepared is nonetheless refused, this does not automatically entitle you to a refund of the service fee — the work we agreed to do was still carried out in full.
We think this is the fair way to treat it: you are paying for professional preparation and submission, not for a guaranteed decision that no facilitator can promise. Where appropriate, we will gladly discuss next steps or options with you.
To request a refund, simply contact us on WhatsApp or by email and let us know your application reference and the reason for your request. We will review it fairly against this policy and the stage your application has reached.
We may ask for a little information to confirm the details, and we will keep you informed throughout.
Once a refund is approved, we aim to process it within a reasonable time. The exact timing can depend on your payment method and your bank or provider, which may add their own processing period.
We will confirm when a refund has been issued so you know to expect it.
If you have any questions about this Refund Policy, or would like to discuss your particular situation, please reach out on WhatsApp or by email. We are always happy to talk it through.
