Contents
Introduction
This Refund and Cancellation Policy explains when payments made for services offered through Tripex may or may not be refunded.
Tripex is operated by:
Email: [email protected] · Website: tripex.world
This Policy applies to visa-assistance services and any related travel-documentation services purchased directly from Tripex through its website, application, payment link, invoice or authorised communication channel.
By purchasing a service from Tripex, you confirm that you have reviewed and accepted this Policy. Nothing in this Policy limits any right or remedy that cannot legally be excluded under applicable consumer-protection law.
Types of Charges
A payment made through Tripex may contain one or more of the following components:
Government or Embassy Fees
Charges imposed by an embassy, consulate, immigration department, border authority or another government body for processing a visa, permit, travel authorisation or related application.
Visa Facilitation Provider Charges
Charges imposed by a visa application centre or visa facilitation service provider appointed, authorised or recognised by an embassy, consulate or government authority.
Tripex Service Charge
The fee charged by Tripex for professional assistance, including eligibility guidance, document review, application-form assistance, appointment guidance and customer support.
Optional Third-Party Charges
Additional charges for courier, translation, document certification, notarisation, insurance, foreign exchange, priority processing, biometric appointments and other optional services.
Government & Embassy Fees
3.1 Non-Refundable After Payment to the Relevant Authority
Government visa fees, embassy fees, consular fees and charges imposed by government-appointed visa facilitation service providers are non-refundable once Tripex has paid, transferred or committed those amounts to the relevant authority or provider.
These charges remain non-refundable even where:
- The visa application is refused or withdrawn
- The applicant changes their travel plans or no longer wishes to travel
- Travel tickets or accommodation are cancelled
- The applicant misses an appointment or biometric enrolment
- The applicant fails to provide the required documents
- Processing takes longer than expected
- The visa is issued for a shorter duration than expected
- The visa category or validity differs from the applicant's expectation
- Entry is refused at the border
- Immigration rules change or the application is returned by the authority
- The applicant does not use an approved visa
These amounts are collected on behalf of or paid to independent third parties. Tripex does not control their refund decisions.
3.2 Charges Not Yet Paid to a Third Party
Where a government, embassy or facilitation charge has been collected but has not yet been paid, committed or transferred to the relevant authority or provider, Tripex may refund the unspent amount. Any refund will be subject to the cancellation rules of the relevant authority or provider, any non-recoverable booking or appointment cost, any disclosed payment gateway or transaction cost, currency conversion differences and any amount already committed for the customer's application.
3.3 Third-Party Refunds
Where a government authority or visa facilitation provider approves and returns an amount to Tripex, Tripex will pass the refundable amount to the customer after deducting only any lawful, disclosed and non-recoverable cost associated with processing the refund. Tripex cannot issue a third-party refund before receiving the relevant amount from that third party.
Refund of Tripex Service Charge
The Tripex service charge may be refundable only where all of the following conditions are satisfied:
A customer who purchases a service but does not wish to use it should submit a refund request before Tripex begins providing the service.
When a Service Is Considered Initiated
A service will be considered initiated once Tripex has started any substantive activity specifically connected to the customer's enquiry or application. This may include:
- Conducting an individual eligibility or case assessment
- Reviewing the applicant's passport or personal information
- Reviewing or checking documents
- Preparing a personalised document checklist
- Providing destination-specific or applicant-specific guidance
- Assigning the application to a visa-processing team member
- Beginning an application form or entering information into a portal
- Requesting corrections or additional documents
- Booking or attempting to book an appointment
- Reserving a biometric or visa application centre appointment
- Contacting an embassy, consulate or immigration authority regarding the application
- Purchasing or reserving a third-party service
- Submitting an application
- Providing a consultation specifically concerning the applicant's case
- Completing any part of the service purchased
Activities that alone will not normally be treated as initiation:
- Sending an automated payment confirmation
- Issuing an invoice or receipt
- Creating a basic customer account
- Sending a general welcome message
- Providing publicly available general information not specific to the customer's case
When the Charge Is Not Refundable
The Tripex service charge will not be refundable once the purchased service has been initiated. It will also not be refundable in the following circumstances.
Application or Document Work Has Begun
No refund where Tripex has started reviewing, preparing, correcting, completing or processing the customer's application or documents.
Consultation or Guidance Has Been Provided
No refund after a case-specific consultation, eligibility assessment, personalised checklist or applicant-specific guidance has been provided.
Appointment Work Has Begun
No refund where Tripex has booked, attempted to book, monitored, reserved, changed or cancelled an appointment at the customer's request. Appointment availability is controlled by the relevant authority or provider and cannot be guaranteed.
Application Has Been Submitted
No refund after the application has been submitted to an embassy, consulate, immigration department, visa application centre or other authority.
Customer Changes Their Mind
No refund after service initiation because the customer no longer wants to travel, chooses another destination, selects another visa provider, changes travel dates, cancels flights or accommodation, or decides to apply independently.
Visa Refusal or Unfavourable Decision
A visa refusal, rejection, cancellation, reduced validity, delay or other unfavourable immigration decision does not create an entitlement to a refund. Tripex provides assistance but does not issue visas and cannot influence or guarantee the decision of an immigration authority.
Processing Delays
No refund solely because processing takes longer than expected, a government authority does not provide an update, a visa application centre has no suitable appointment, or travel occurs before a decision is issued. Any processing time shown by Tripex is an estimate only.
Customer Fails to Cooperate
No refund where the service cannot be completed because the customer fails to provide required information or documents, does not respond within a reasonable period, misses a deadline or appointment, or does not follow reasonable application instructions.
Incorrect, False or Misleading Information
No refund where the service is suspended, cancelled or affected because the customer provides false information, misleading information, altered documents, fraudulent documents or information intended to deceive Tripex or a government authority.
Change in Government Rules
No automatic refund where a service is affected by a change in visa rules, documentation requirements, fees, eligibility requirements, travel restrictions, government sanctions, public-health restrictions or any action taken by a government authority.
Partial Use of the Service
Once any substantive part of a bundled or packaged service has been used, the entire service charge may become non-refundable where the package was sold as a single integrated service.
Refund Request Submitted After 90 Days
The Tripex service charge will ordinarily not be refundable where the refund request is submitted more than 90 calendar days after the purchase date. After this period, an unused service may be treated as expired unless Tripex has agreed in writing to extend its validity.
When a Refund May Be Provided
Tripex may provide a full or proportionate refund of its service charge in the following circumstances:
Duplicate Payment
Where the same customer is charged more than once for the same service, the duplicate amount will be refunded after verification.
Excess or Incorrect Charge
Where Tripex has charged an amount greater than the amount displayed or agreed, the excess amount will be refunded.
Payment Received but Order Not Created
Where payment is successfully received but a service order is not created because of a verified technical error, Tripex will either create the purchased service order or refund the amount received.
Tripex Cannot Provide the Purchased Service
Where Tripex determines before initiating the service that it cannot provide the purchased service, Tripex will refund its service charge and any third-party amount that has not already been committed or paid.
Cancellation by Tripex Without Customer Fault
Where Tripex cancels a service for reasons not caused by the customer, Tripex may provide a full refund of the unused service charge or a proportionate refund after deducting the reasonable value of work already completed.
Material Service Deficiency
Where Tripex fails to provide a material part of the purchased service because of an error attributable to Tripex, the customer may be entitled to correction or re-performance, a proportionate refund, or a full refund where the service has provided no reasonable value.
Nothing in this Policy prevents a customer from exercising any mandatory right available under applicable consumer-protection law.
Service Validity
Unless a different validity period is shown at the time of purchase, a Tripex service must be initiated and used within 90 calendar days from the purchase date. The customer is responsible for providing the required information and documents within this period.
If the customer does not begin or use the service within 90 days:
- The service may expire
- Tripex will not be required to keep the order open indefinitely
- Government charges or service-provider fees may change
- A fresh payment may be required to restart the service
- The service charge will not ordinarily be refundable after the 90-day period
Tripex may extend the validity period at its discretion where the delay is caused by Tripex, a temporary technical issue, an authority-specific restriction or another reasonable circumstance accepted by Tripex in writing.
Cancellation Requests
Submit a Cancellation
Include the following in your email:
A cancellation request does not automatically qualify for a refund. Tripex will assess whether the service has been initiated, work has been completed, third-party fees have been paid or committed, the request was submitted within 90 days, and whether any exclusion under this Policy applies.
Refund Request Procedure
Email Your Refund Request To
Use the subject line: Refund Request – Tripex – [Order or Application Reference]
Your request should include:
Tripex may request additional information to verify your identity, locate the transaction, confirm the payment, determine whether the service was initiated and prevent fraud. Please do not send card verification values, online banking passwords or one-time passwords.
Refund Review
Tripex will review refund requests fairly and in accordance with this Policy, the service purchased, the work completed, third-party payment records, communication records, applicable law and any specific terms disclosed at the time of purchase.
Complex cases involving a government authority, payment provider or third-party supplier may take longer. Tripex will inform the customer where additional time is reasonably required.
Refund Processing Time
Where a refund is approved, Tripex will normally initiate the refund within seven to ten business days after approval. The time required for the amount to appear in the customer's account may depend on the customer's bank, card issuer, payment gateway, payment method, public holidays, international payment networks and currency conversion arrangements. Tripex does not control the processing time of banks and payment providers after a refund has been initiated.
Refund Method
Refunds will ordinarily be made to the original payment method used for the purchase. Where a refund to the original payment method is not possible, Tripex may request verified bank account details belonging to the person who made the payment or another person lawfully authorised by the payer.
- Tripex may refuse to send a refund to an unrelated third-party account where it creates a fraud, compliance or security risk
- Cash refunds will not ordinarily be issued for payments made electronically
Refund Amount & Permitted Deductions
An approved refund may be reduced by amounts that have already been reasonably and lawfully incurred, including:
- Government fees already paid or committed
- Embassy or consular fees
- Visa application centre fees
- Appointment fees and biometric fees
- Courier charges
- Translation or certification charges
- Insurance or foreign exchange provider charges
- Other non-recoverable third-party costs
- The reasonable value of work already completed, where a proportionate refund is allowed
- Payment-processing charges that are non-recoverable and were properly disclosed
Tripex will not make arbitrary or undisclosed deductions. Where applicable, taxes relating to the refundable portion will be adjusted in accordance with tax law and accounting requirements.
Currency & International Payments
Where a payment or refund involves different currencies:
- The exchange rate may differ between the payment date and refund date
- Banks or card providers may apply conversion charges
- International transaction fees may not be refundable
- The amount received may differ from the original converted amount
- Tripex will not be responsible for exchange-rate movements or fees imposed independently by financial institutions
Where possible, Tripex will refund the approved amount in the currency in which the original payment was collected.
Failed & Pending Transactions
Where a payment is shown as failed but an amount is debited, the bank or payment provider may automatically reverse it. The reversal period is controlled by the bank or payment provider. The customer should provide the transaction reference if the amount is not automatically reversed.
Where Tripex confirms that it received the payment, the amount will be applied to the customer's order or refunded as appropriate. Where Tripex did not receive the payment, the customer may need to raise the matter with their bank or payment provider.
Visa Refusals
Visa decisions are made exclusively by the relevant embassy, consulate, immigration department or government authority. A visa refusal does not automatically mean that Tripex's service was deficient.
Tripex does not guarantee visa approval, processing time, visa validity, permitted duration of stay, number of entries, appointment availability or entry into the destination country. Accordingly, government fees, third-party charges and the Tripex service charge will not be refundable solely because a visa application is refused.
Where Tripex offers a separate refusal-protection, reapplication or money-back product, the specific written terms of that product will apply.
Appointments & Biometrics
Appointment availability is controlled by embassies, consulates, immigration authorities and visa application centres. Tripex cannot guarantee an appointment on a particular date, at a particular location, before a customer's intended travel date or within a particular processing period.
- Appointment, priority, premium-lounge, biometric, courier and facilitation charges may be non-refundable once booked or paid
- A missed appointment caused by the customer will not create a refund entitlement
Travel Bookings
Customers should avoid purchasing non-refundable flights, hotels, tours, event tickets or other travel arrangements until the required visa or travel authorisation has been issued, unless the customer accepts the associated risk.
Tripex is not responsible for losses resulting from travel arrangements purchased before a visa decision, unless directly caused by Tripex's proven unlawful conduct or negligence and liability cannot legally be excluded.
Force Majeure
Tripex will not be considered responsible for delay or failure caused by events outside its reasonable control, including:
- Government action, embassy closure or visa centre closure
- War, civil unrest or public-health emergencies
- Natural disasters, cyberattacks or internet outages
- Payment-system failures or labour disputes
- Changes in immigration rules or suspension of visa categories
- Airline disruption or other force majeure events
Where such an event prevents completion of the service, Tripex will assess the work already completed, the amount of service remaining, third-party costs already incurred and whether the remaining service can reasonably be postponed, replaced, credited or refunded.
Credits & Service Transfers
Where appropriate and agreed by Tripex, a customer may be offered an extension of the service-validity period, a credit for another eligible Tripex service, a transfer to another destination or visa category, or re-performance of the affected service.
A credit or transfer is not guaranteed and may be subject to price differences, new government fees, additional document requirements, destination-specific restrictions, third-party charges and a stated expiry date. Once a customer accepts and uses a credit, replacement service or re-performance, the original payment will ordinarily no longer be eligible for a cash refund.
Promotional Codes & Credits
- Where a service was purchased using a discount or promotional code, any approved refund will be based on the amount actually paid
- Promotional discounts have no cash value
- Where payment was made using a Tripex credit, the eligible amount may be returned as account credit
- The original expiry date may continue to apply
- The credit may not be convertible to cash unless required by law
Chargebacks & Payment Disputes
Customers are encouraged to contact Tripex at [email protected] before initiating a chargeback so that we can review and attempt to resolve the issue.
A chargeback should not be used to obtain a refund that is not available under this Policy or to avoid payment for a service already provided. Tripex may provide the payment provider with the invoice, proof of service, application records, communication records, consent records and other relevant transaction information when responding to a payment dispute.
Fraudulent or abusive chargebacks may result in suspension of services or recovery action, subject to applicable law. Nothing in this section restricts a customer's lawful right to dispute an unauthorised or incorrectly processed payment.
Complaints & Disputes
A customer who disagrees with a refund decision may request an internal review by emailing [email protected].
Tripex will review the matter and provide a response through email. Customers may also exercise any right available under applicable consumer-protection law.
Policy Changes
Tripex may update this Policy to reflect changes in law, changes in government-fee rules, changes in third-party provider terms, new services, changes in payment methods or operational requirements. The updated Policy will be published on the Tripex website with a revised "Last Updated" date.
The policy applicable to a purchase will generally be the version displayed or accepted at the time of purchase, unless a later change benefits the customer, the customer agrees to the updated terms, or a change is required by law.
Contact Us
All cancellation, refund and payment-related requests must be submitted by email.
Registered Office
Uniexperts Highered Private Limited
56, 1st Floor, Canteen Street,
Heritage Town, Puducherry,
India – 605003
Refund Support Email
[email protected]Subject line for refund requests:
Refund Request – Tripex – [Order Reference]
Customer Acknowledgement
By purchasing a Tripex service, the customer acknowledges and agrees that: