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Refund and Cancellation Policy

1. Application Cancellation

1. Cancellation Rights:

Udaan reserves the right to cancel or deny the receipt of the Visa Applications at any time in the event of:

  • System Downtime: Downtime or unavailability of Embassy or third-party systems.
  • Unforeseen Circumstances: unavoidable or unforeseen circumstances beyond Udaan’s control.
  • Incorrect or Incomplete Information:inaccurate, incomplete, or misleading information is provided by the Applicant (i.e. Incorrect travel dates, unclear passport copies, or failure to provide requested information within 24 hours).

2. Fraud and Unauthorized Transactions:

There is reasonable suspicion of fraud, unauthorized transactions, or any illegal activities.

3. No Response for 30 Calendar Days:

  1. Application remains open with no response or required action from the applicant within 30 days, the Application will be automatically cancelled and no refund shall be issued for the same. However, Udaan reserves the right to reopen such Applications upon the Applicant's request, within 6 months from the cancelation date, subject to the following conditions:
    • 1. The applicant must resubmit all the required documents, as any previously submitted Personally Identifiable Information (PII) data will be purged in accordance with Udaan’s Data protection policy.
    • 2. Additional charges may apply based on the prevailing Service terms/fees.
  2. For any exceptions or inquiries, applicants may contact Udaan’s Support team before the 30-day period lapses.

4. Refund Policy

This policy (“Refund Policy” or “Policy”) applies only to Service Fees for Visa Concierge Services. This Policy does not apply to visa fees which are paid for the visa of the country for which the Customer wishes to apply. Any refund related to visa fees is subject to the discretion of the respective visa-issuing government.

It is important that Customers read this Refund Policy carefully. Customers should familiarise themselves with the terms of this Refund Policy, prior to purchasing any services of Udaan. By using the services offered by Udaan, a Customer (as defined below) has read, understood, and agreed to Udaan’s Refund Policy.

Definitions

  • Customer or You ” means any person availing Visa Concierge Services on Udaan website;

  • Service Fees mean the fees payable for Visa Concierge Services purchased in accordance with Service Terms & Conditions;

  • Visa Concierge Servicesis a service that assists individuals or businesses with their visa application and travel requirements;

  • Services Availed means the Visa Concierge Services shall be deemed to have been availed by the Customer, upon Udaan contacting the Customer via call or email and informing the Customer of the necessary pre-requisites for the service or within 7 days from the date of payment, whichever is earlier

  • Refund Eligibility Criteria means the criteria stated herein section;

  • Refund Request Form means the Udaan’s form with requested information and supporting documents to request a refund which may be completed and submitted online; "Website" means the Udaan website;

  • Website means the Udaan website;

  • Website Terms and Conditions” means the terms and conditions applicable to and posted on Udaan’s Website.

General Refund Conditions

  1. This Refund Policy may be amended by Udaan at any given time. In the event of any amendments, the same shall be clearly published on the Website. The changes shall be effective after it has been announced on the Website. If the Customer do not wish to accept the revised policy, the Customer should not continue to use the Services of Udaan. If the Customer continue to use the Services after the date on which the change comes into effect, the Customer availing the Services indicates their agreement to be bound by the new Refund Policy.
  2. The refund request for any visa service fee, visa fees or any such fees paid to any client governments or respective third party agencies at the Visa Application Centre, Embassy, respective ministry websites as per the relevant visa process, must be made prior to availing such service, i.e. booking of an appointment, submission of the visa application or any other mode of submission towards which the respective fees have to be paid. Refund of these fees, any charges and deductions, after availing the service is at the sole discretion of the respective third party Visa Application Centre, Embassies, ministries or third party agencies and Udaan does not have any control on the same.
  3. Any and all excess payments made towards service fee shall be refunded in full to the Customers.

5. Application Cancellation

1. Cancellation Rights:

Udaan reserves the right to cancel or refuse Visa Applications at any time in the event of:

  • System Downtime: Downtime or unavailability of Embassy or third-party systems.
  • Unforeseen Circumstances: unavoidable or unforeseen circumstances beyond Udaan’s control.
  • Incorrect or Incomplete Information:inaccurate, incomplete, or misleading information is provided by the Applicant (i.e. Incorrect travel dates, unclear passport copies, or failure to provide requested information within 24 hours).

6. Fraud and Unauthorized Transactions:

There is reasonable suspicion of fraud, unauthorized transactions, or any illegal activities.

7. No Response for 30 calendar days:

  1. Application remains open with no response or required action from the applicant within 30 days, the Application will be automatically cancelled and no refund shall be issued for the same. However, Udaan reserves the right to reopen such Applications upon the Applicant's request, within 6 months from the cancelation date, subject to the following conditions:
    1. The applicant must resubmit all the required documents, as any previously submitted Personally Identifiable Information (PII) data will be purged in accordance with Udaan's Data protection policy.
    2. Additional charges may apply based on the prevailing Service terms/fees.
  2. For any exceptions or inquiries, applicants may contact Udaan's Support team before the 30-day period lapses.

8. Refund Policy

1. Service Fees

Udaan Service Fees are non-refundable once the order has been created, visa application has been submitted and Udaan services have been rendered, However, Udaan reserves the right to issue a refund if a deficiency in service is proven, in accordance with applicable consumer protection laws and subject to the discretion of Udaan. Udaan will retain INR 250 or USD 5 per case in the event of an approved cancellation.

2. Visa Fees

Visa fees, which are typically paid directly to the respective embassy or consulate, are non-refundable—even if the visa is rejected by the embassy, consulate, or other relevant authorities. If the application has not been processed, Udaan may assist in facilitating the refund process without liability for delays or discrepancies in the refunded amount.

9. Additional Provisions

  1. Overstay and Non-Compliance:
    The Applicant shall be solely responsible for any penalties, legal actions, or liabilities arising from overstaying the visa or failing to obtain the necessary approvals at the destination, the Applicant will be solely responsible for any resulting penalty charges, disciplinary actions, legal proceedings, or any other liabilities imposed by governmental or relevant authorities. Udaan shall have no liability in this regard.
  1. Policy Amendments:
    This policy is subject to change from time to time without prior notice. Applicants are encouraged to review these terms periodically to remain informed in case of any updates.

Filling in a Refund Form

Receiving Your Refund

Refunds will be processed via online payment for eligible services.

Chargebacks

We expect you to contact us using our online feedback form to resolve any problem or issue related to your application and payment, before you make any Chargeback request to your bank. This Section does not affect any rights which you may have against the issuer of a debit or credit card. We will investigate any Chargeback requests made by you and in response will inform Your Issuing Bank whether any services

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