Refund & Cancellation Policy

Last updated: 27 July 2026  ·  Issued by ELDOVISA LLC  ·  Registration no. 981933659

We would rather you understood this policy before paying than discovered it afterwards. It applies to every service purchased from ELDOVISA LLC and forms part of our Terms of Service.

At a glance

The detail below governs in the event of any inconsistency with this summary table.

1. What you are paying for

Every invoice separates two distinct things, and they are refunded on different rules:

• The ELDOVISA service fee — payment for our professional work: eligibility assessment, checklist preparation, form completion, document review, submission and status tracking. This is what this policy primarily governs.
• Official government charges and third-party supplier costs — money that passes through us to an immigration authority, airline, hotel or tour operator. We add no markup, and we can only refund these to the extent that the authority or supplier refunds them to us.

2. Cancellation by you

2.1 Before work begins

If you cancel before we have started work on your file, you receive a full refund of the ELDOVISA service fee. No administrative deduction is applied. In practice this means any time before we begin assembling your checklist or completing forms.

2.2 While work is in progress

If you cancel after work has begun but before submission, we refund the portion of the service fee corresponding to work not yet performed. We will send you a written breakdown of what has been completed and the resulting refund figure before processing it.

2.3 After submission

Once your application has been submitted to a government authority, the service you purchased has been delivered in full. The ELDOVISA service fee is not refundable from that point, and the government charge cannot be recovered from the authority. You may of course still withdraw an application with the authority; that does not create a refund entitlement with us.

3. If your application is refused

A refusal issued at the discretion of an immigration authority, where our work was performed correctly and your application was submitted complete and compliant, does not entitle you to a refund of the service fee. The work was performed as contracted; the decision was never ours to make.

What you do receive in that situation, at no additional cost:

• a written explanation of the stated refusal reason, as far as the authority discloses it;
• an honest assessment of whether reapplying is realistic, or whether a different route would serve you better;
• a discounted service fee on any reapplication we handle for the same traveller and destination.

We will always tell you before you pay if we consider your chances weak. We would rather lose the sale than take a fee for an application we expect to fail.

4. If we make an error

If your application is refused, delayed or rejected because of a mistake on our part — a form completed incorrectly from information you supplied accurately, a document we failed to include, a submission missed or made to the wrong channel — then:

• we refund the ELDOVISA service fee in full;
• we prepare and resubmit the application at no service charge;
• we pay any government charge required for the resubmission ourselves.

This is not discretionary. If we caused it, we fix it and we bear the cost.

5. Government charges

Official fees are set by immigration authorities and, once paid to them, are almost universally non-refundable — including where an application is refused. This is the authority's rule and we have no power to override it.

If we are holding a government charge that has not yet been paid to the authority when you cancel, we refund it to you in full.

6. Flights, accommodation, transport and tours

Travel bookings are governed by the cancellation terms of the airline, hotel, transport company or tour operator concerned. Those terms are disclosed to you before booking and vary widely — some fares and rates are entirely non-refundable.

Where a supplier issues a refund, we pass it to you in full, less any ELDOVISA booking-arrangement fee already earned, which will have been shown separately on your invoice. Where the supplier refuses a refund, we will assist you in pursuing it, but we cannot fund it ourselves.

7. Cancellation by us

We may decline or terminate an engagement where:

• we discover that information or documents supplied are false or altered;
• the engagement would breach sanctions, anti-money-laundering or other legal requirements;
• requested documents remain outstanding for more than 60 days;
• a change in law or authority policy makes the service impossible to deliver.

Where we terminate for reasons of fraud or illegality, fees for work already performed are retained. In all other cases — including where we simply cannot deliver — you receive a full refund of amounts not already paid to a third party on your behalf.

8. How to request a refund

Email support@eldovisa.my with the subject line “Refund request”, including:

• your full name and case or invoice reference;
• the date of payment and the amount;
• the reason for the request.

We acknowledge every request within 2 business days and issue a written decision within 7 business days. If we decline, we explain why by reference to the clause of this policy relied upon, and you may escalate the matter to a director for independent review.

9. How refunds are paid

Approved refunds are returned to the original payment method. Card refunds are typically issued within 5–10 business days of approval; the time taken for the credit to appear on your statement depends on your bank. Bank transfers may take longer for international payments.

Refunds are made in the currency of the original transaction. Where currency has moved between payment and refund, you receive the original amount in the original currency; we are not responsible for exchange-rate differences or foreign-transaction fees charged by your own bank.

10. Disputes and chargebacks

If you do not recognise a charge, or believe one is incorrect, please contact us first at support@eldovisa.my. Most issues are resolved the same day, and doing so is considerably faster than a bank dispute, which can take several weeks.

Payments from us appear on statements under a descriptor containing ELDOVISA. We will supply invoices, correspondence and submission records on request to help you identify any charge.

11. Contact

ELDOVISA LLC
Registration no. 981933659
8206 Louisiana Blvd NE, Suite A, Albuquerque, NM 87113, USA
Refunds and billing: support@eldovisa.my
General enquiries: info@eldovisa.my
Telephone: +44 7513 951182
Support hours: Monday to Saturday, 09:00–21:00 (GMT+8)