01 · The principle
We aim to be straightforward about refunds. Our principle is simple: if we have not done substantive work on your file, you are entitled to a full refund. If we have done some work, you are entitled to a refund of the unused portion. If we have submitted the file to the consulate or e-visa portal, the preparation fee is no longer refundable.
This document sets out how that principle is applied in the four most common situations, and the small number of exceptions where we may offer a refund as a goodwill gesture even when the strict rule says we are not required to.
02 · Before we begin substantive work
You have fourteen days from the date of the order confirmation to cancel for any reason and receive a full refund, provided we have not yet begun substantive work on your file. Substantive work means the pathway memo, the document checklist generation, the cover-letter draft or the senior review — not the initial intake call or the order administration.
To cancel under this clause, please email us at [email protected] with your order reference and a one-line reason. We process refunds within ten working days to the original payment method.
03 · After we begin, before submission
If you cancel after we have begun substantive work but before we have submitted your file to the consulate or e-visa portal, you are entitled to a refund of the unused portion of the preparation fee. We calculate the unused portion on a pro-rata basis against the deliverables listed in your order confirmation, less a 15% administration charge to cover the intake work that cannot be reused.
In practice this means a refund of roughly 60–70% for a Concierge-tier engagement cancelled after the cover letter draft, falling to roughly 30% if cancelled after the senior review. We will send a written breakdown with any partial refund.
04 · After submission
Once your file has been submitted to the consulate or e-visa portal, the preparation fee is no longer refundable. At that point we have done all the work the fee covers and our role is limited to managing consulate correspondence in your name until the application is decided.
The embassy fee paid to the consulate or e-visa portal is a separate matter — it is set by the Thai government and we have no control over its refundability. As a general rule the embassy fee is not refunded on rejection, but you should consult the relevant consulate's published fee schedule for the definitive position.
05 · Rejection and resubmission
If your application is rejected on grounds we should reasonably have anticipated and addressed in preparation — for example, a missing base document, a misfiled pathway, or a cover letter that fails to address a key DTV criterion — we will prepare the resubmission at no additional preparation fee, provided the underlying circumstances of the application have not changed materially. You will still pay any additional embassy fee on resubmission.
If your application is rejected on grounds that were outside our reasonable control — for example, a change in Thai visa policy between engagement and decision, an evidence gap that you did not disclose to us, or a discretionary decision by a junior consul — the resubmission is a fresh engagement and chargeable on the usual schedule. We will tell you, in writing and in advance, which category we believe your rejection falls into.
06 · Goodwill exceptions
In a small number of cases we offer a goodwill refund even where the strict rule above says we are not required to. The most common examples are a serious illness or bereavement affecting the applicant or an immediate family member, or an unforeseen change in the applicant's employment that makes the DTV no longer the appropriate visa. Goodwill refunds are at our discretion and are usually for the unused portion of the preparation fee plus a goodwill element.
07 · How to request a refund
To request a refund under any of the clauses above, please email [email protected] with your order reference, the date of the engagement, the clause you believe applies and any supporting information. We aim to acknowledge within one working day and respond substantively within five working days. Refunds are processed within ten working days of agreement, to the original payment method.
If you are not satisfied with our response you have the right to refer the matter to the Centre for Effective Dispute Resolution (CEDR), an approved alternative dispute resolution provider. You also retain any statutory consumer rights you have under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.