This policy (“Refund Policy” or “Policy”) applies only to Services 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 are subject to the discretion of the respective visa issuing government.

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

Definitions

"Customer or You" means any person availing Visa Concierge Services on Mondy's website;

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

"Visa Concierge Services" is 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 Mondy contacting the Customer via call or email and informing the Customer of the necessary prerequisites 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 Mondy's form with requested information and supporting documents to request a refund which may be completed and submitted online; "Website" means the Mondy website;

"Website" means the Mondy website;

"Website Terms and Conditions means the terms and conditions applicable to and posted on Mondy's Website.

General Refund Conditions

1. This Refund Policy may be amended by Mondy 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 does not wish to accept the revised policy, the Customer should not continue to use the Services of Mondy. If the Customer continues 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 Mondy 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.

Excess or Deficit payment of Visa Fees

1. In the event Mondy has erroneously charged the Customer excess visa fee, such additional amount shall be refunded to the Customer. Further, if the Customer has paid the visa fees less than amount fixed by any respective Embassy, such deficit amount shall be promptly paid by the Customer upon intimation by Mondy to the Customer.

Service Fees

1. Refunds of Service Fees will only be considered where the Customer satisfies the Refund Eligibility Criteria in full. If the Customer fails to meet any of the Refund Eligibility Criteria, Mondy shall have the right in its sole discretion to decline the request for a refund.
2. To apply for a refund, the Customer must complete and submit a Refund Request Form. All refund requests should be submitted to Mondy by the Customer through its registered email ID.
3. Mondy shall process your Refund Request following receipt as soon as it is reasonably practicable. Response times will vary depending on the mode of payment and stated reasons for request a refund of the Service Fees. In any event, Mondy shall notify the Customer of the outcome of the request in accordance with the timescales set out in the Refund Processing Timelines.
4. By filling in and submitting the Refund Request Form, the payment of a refund of a Service Fee is not guaranteed. The refund will only be approved or rejected by Mondy based on the Refund Eligibility Criteria.
5. Cancellation charges will be applicable as stated below:

Filling in a Refund Form

1. Submit your request to Mondy email refund.india@mondy.in

Refund Eligibility Criteria

1. All requests for refunds or cancellation of a Service(s) will only be accepted where:

   • Service fees can be refunded if the Customer requests a refund prior to Services Availed. You express interest to process a refund upon must to prior to Mondy contacting the Customer via call or email and informing the Customer of the necessary prerequisites for the service.
   • You do not wish to proceed with the selected services, that have not been availed, within 7 days from the date of payment;
   • If the Customer has been inadvertently charged twice for the same service and the Customer can provide proof of such excess charge; This includes the circumstances where the Customer have purchased a Service on the Website, however for some reason that Service have been canceled or withdrawn.

2. Requests for refunds or cancellation of a Service(s) will not be accepted where:

   • The Customer has partially used the Service;
   • Once the Customer has provided the confirmation to the Mondy staff to proceed with the services; The Customer missed their appointment on the scheduled date and is not entitled to an alternative appointment on the same application;
   • The Customer is delayed for their appointment and the Customer cannot be accommodated on the same day;
   • The Customer decides not to proceed with the application;
   • The Customer cancels their appointment.

The Customer agrees and acknowledges that no refund request shall be processed excepting the reason mentioned hereinabove.

Refund Processing Timeline:

1. The Customer must send the Refund Request Form to Mondy as instructed above.
2. Within five (5) working days of receipt of the Refund Request, OneVasco shall contact the Customer to request any further information (if required) and the Customer shall provide such information as soon as reasonably practicable. However, in any event no later than seven (7) working days following such request.
3. Within seven (7) working days following the receipt of any additional information requested by OneVasco (or where no further information is requested, five (5) working days from receipt of Your Refund Request Form), OneVasco shall notify the Customer by e-mail whether the Customer is eligible for a refund or not based on the Refund Eligibility Criteria
4. Refunds of Service Fees will be processed within fifteen (15) working days from the date of notifying the Customer in case the Refund request shall be processed.
5. The Customer shall have no recourse to a refund of the Service Fees if OneVasco suspects that the Customer have, or are, engaged in, or have in any way been involved in, fraudulent or illegal activity on the Website.

Receiving Your Refund

Refunds will be processed by online payment for these 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 have been cancelled.