When you get your money back, when you don't, and exactly how to ask — clear timescales, no small print.
Last updated: 8 October 2026
If we haven't started your work, you get a full refund — and you always have 14 days to change your mind. Once the agreed service is delivered the fee is earned; if a refusal was caused by an error of ours, we put it right free. Government and application-centre fees go straight to third parties and are never ours to keep.
Our consultancy fee covers the professional time and work we invest in preparing, organising and submitting your visa application. How it is refunded depends on how far we got:
Your application has been submitted — the fee is fully earned and is non-refundable, whatever the outcome. Visa decisions rest entirely with the consulate, and a refusal does not indicate a failure on our part to deliver the service you engaged us for.
For example, document preparation has begun but the application is not yet submitted. We refund a fair proportion of the fee corresponding to the undelivered portion, assessed case by case.
No work begun on your application — you are entitled to a full refund of the consultancy fee, subject to the cooling-off rights below.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract with us within 14 days of booking, without giving any reason, and receive a full refund of our consultancy fee.
A visa refusal is a decision made solely by the consulate, embassy or government authority of the destination country. We have no control over it, so our consultancy fee is non-refundable on a refusal where we correctly performed our service based on the information and documents you provided.
The following are paid on your behalf directly to third parties and are strictly non-refundable by us once paid to the relevant party:
These fees sit with third parties over whom we have no control. Any refund would need to be sought from the relevant authority or service provider — we will provide reasonable assistance where possible, though we cannot guarantee any outcome.
Contact us in writing as soon as possible — email creates a clear record and lets us process your request quickly.
To info@travelade.co.uk with the subject line "Refund Request — [Your Full Name] — [Application Reference, if known]".
Your full name and contact telephone number, application reference or booking date, the destination country, and a brief explanation of the reason for your request.
Call +44 7575 378991 (Monday to Saturday, 9:00–18:00) to discuss your situation — we will then ask you to confirm the request in writing to formalise it.
We aim to deal with every refund request promptly and fairly. Our commitment to you:
| Milestone | Timeframe |
|---|---|
| Acknowledgement of your request | 3 working days |
| Our decision — including reasons if a refund is declined in whole or part | 7 working days from receiving all the information we need |
| Payment, where a refund is approved | 14 calendar days from the date of our decision, by the same method as the original payment where possible |
We take all complaints and refund requests seriously and will always try to resolve them fairly and amicably. If you're not satisfied with our response:
Email info@travelade.co.uk marked "Complaint Escalation" and ask for it to go to a senior member of the team.
If we can't resolve your complaint within 8 weeks, or you remain dissatisfied after our final response, you can refer it to an approved ADR scheme — we will provide the relevant scheme's details at that stage.
Nothing here prevents you from exercising your legal rights in the courts of England and Wales, and nothing in this policy limits your statutory rights as a consumer under UK law.
If you have questions about this policy, or want to discuss your situation before making a formal request, please get in touch — we're here to help.
This policy forms part of our Terms & Conditions and should be read alongside them. Nothing here limits the statutory rights you hold as a consumer under UK law.
Talk to us before you decide — a refund question is never awkward, and we'll tell you exactly where you stand.
Five details and we will come back with the document checklist for your destination.
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