Eligibility by scenario
| Scenario | Typical outcome | | --- | --- | | Customer cancellation inside the free window | Full refund of platform-collected amounts | | Customer cancellation outside the window | Refund less the disclosed cancellation fee | | Consultant cancellation | Full refund or free reschedule | | Service not delivered | Full refund after review | | Partial service delivered | Proportionate refund after review | | Duplicate payment | Full refund of the duplicate | | Failed consultation (platform fault) | Full refund or free reschedule | | Disputed service | Reviewed under the Dispute Resolution policy | | Fraudulent transaction | Refund plus account action | | Force majeure | Refund or reschedule where the service cannot be delivered |
Refund responsibility
Each transaction records whether the refund obligation sits with the consultant, the platform, the payment processor or is shared. VisaMarket is not automatically responsible for every consultant refund.
Visa outcomes are not refund grounds
A visa refusal is not by itself a service failure, because visa decisions are made by government authorities. Refunds may still apply for misrepresentation, non-delivery, incorrect service or fraud.
How to request
Raise a refund request from Dashboard → Payments or through the Dispute Resolution Center. Processing time to the original payment method: [ADMIN CONFIGURATION REQUIRED].