“Non-refundable” is too small a sentence for five different events. A private service should distinguish what it delivered, what the traveller supplied, what changed later and what a government decided independently.
Read this with the order summary
This page sets the general approach. The order summary should identify the exact product, price, issuer or channel, delivery target and any route-specific exception before payment.
Where mandatory consumer law gives stronger rights, those rights apply.
1. Our or the issuer’s data error
Example: you supplied and approved passport number 123456789, but the delivered invitation displays 123456788.
Report the difference promptly with the order reference, approved source record and issued document. If the delivered output departed from correctly supplied and approved data, the normal remedy is correction or reissue without an extra private-service charge.
If timing makes correction impossible and the service can no longer provide the agreed deliverable, we refund the failed part of the private service, subject to any stronger mandatory rights.
2. Traveller-supplied error
Example: the traveller entered the wrong passport number, approved it and the document matches that approved record.
The document may require an authorised correction or new issuance. Any third-party or issuance cost should be explained before proceeding. We do not edit an issued PDF locally to make the fee disappear.
A pre-issue review exists to reduce this risk. It does not transfer responsibility for knowingly approved incorrect data.
3. Changed trip
Example: after issuance, the traveller moves the trip by a month, adds another Russian entry or changes the main purpose.
This is not a typo. We reassess whether:
- the existing document still covers the trip;
- a corrected or new invitation is needed;
- the visa category has changed;
- the e‑visa or visa-free route now fits or no longer fits.
Reissue and third-party costs may apply. The quote comes before the change is processed.
4. Unsuitable route identified before delivery
If paid work has not begun and the route review shows the purchased service is unsuitable, the sensible remedy can be cancellation, redirection or a revised quote. Payment-provider or completed assessment fees may be treated as disclosed in the order terms and mandatory law.
If the service should reasonably have identified the mismatch before selling the product but failed to do so, that weighs in favour of a refund for the unsuitable deliverable.
5. Government refusal or border decision
A correctly delivered invitation or e‑visa review does not guarantee approval. Russian authorities decide visa applications; border authorities decide entry.
A refusal does not by itself prove that the private service was defective. We will still examine whether:
- our output contained an error;
- the stated scope was not delivered;
- an official reason identifies a service-related defect;
- a promised review step was omitted.
Official e‑visa fees follow official rules. The current e‑visa instructions state that the fee is non-refundable regardless of the application result. When that fee is included in the assisted package and has already been paid through the official route, this non-refundable component is identified separately from any recoverable private-service amount.
Cancellation and private-service refund scale
Send a cancellation request immediately with the order reference. The timestamp and the service status recorded by Global Voyage determine the starting point. This scale applies to our private-service fee; recoverable official, issuer, insurer or payment-provider amounts are handled separately.
| Recorded status when we receive the request | Private-service refund | Other amounts |
|---|---|---|
| Received, but review or personalised work has not begun | 100% | 100% of amounts not yet committed to a third party |
| Review or data preparation has begun, but no final output has been produced or submitted | 75% | 100% of amounts not yet committed to a third party |
| Final personalised output has been produced, delivered, or submitted to an issuer or official process | 0% for completed scope | Any amount actually recovered from the third party |
| Service completed as ordered | 0% | Any amount actually recovered from the third party |
This table does not reduce remedies for our error, a missed agreed scope or mandatory consumer rights. Before taking a payment that immediately commits a non-recoverable third-party cost, the order summary must identify that amount. We do not invent an “administration fee” after cancellation.
Official e‑visa charges are governed by the official portal and are separate from our assistance fee. An insurance premium follows the cancellation terms shown in the insurer’s final offer; the calculator’s indicative minimum is not a charged premium.
Missed timing
Timing is measured from the start event in the written order—normally receipt of complete approved data and payment—not from the first incomplete enquiry.
If we miss an agreed private-service target, contact us before making a duplicate purchase. A remedy can include priority completion, fee adjustment or refund depending on whether the deliverable is still useful and why the delay occurred.
We do not control consular appointments, government processing, carrier decisions or network availability on an official portal.
How to request a correction or refund review
Email the contact address with:
- order and document reference;
- purchased service;
- concise event timeline;
- requested remedy;
- evidence of approved data where relevant;
- submission or travel deadline;
- payment record with unnecessary card data redacted.
Do not publish passport data or payment details in a review. A public complaint can describe the event without creating a permanent identity leak.
Assessment and outcome
We acknowledge a complete request within 3 business days and either give the written outcome or identify missing evidence. We aim to issue the substantive decision within 10 business days. If an exceptional case needs longer, we explain why and give a new date rather than leaving the request unanswered.
An approved refund is initiated through the original payment route within 3 business days. The bank or payment provider can then take up to 14 calendar days to credit it. Currency conversion and bank charges outside our control can make the received amount differ; our refund confirmation shows the amount and currency released by us.
No one should ask for your card PIN, email code or a new transfer fee to release a legitimate refund.
Chargebacks and unresolved disputes
Contact support first when safe and practical; many data errors can be corrected faster than a payment dispute. This does not remove statutory rights or card-scheme rights.
Keep the order summary, approval record, delivered file and correspondence. They establish what was promised and what happened far better than a memory of the checkout screen.