Usa-forms-online.com - Refund policy

Effectiveness date: August 2024

PAYMENT METHOD	REFUND METHOD	DEADLINE REFUND
Previous note: By entering your payment information, you agree to the contracted services and their costs. In this regard, we remind you that the costs of a B1/B2 and/or Canada visa application are informed on the homepage of this website, on the payment page and in the payment confirmation email.
Card payment (e.g: Visa, Mastercard, etc.)	Rules for all countries except Brazil: Only card payments that have been made through our website will be refunded. Card payments made outside of our website, through any type of third party or payment channel/mechanism, will NOT be refunded. Rules for Brazil: Card payments will be refunded regardless of whether the payment was made on our website, or through a third party. If applicable refund, it will be made directly to the same credit/debit card used to make the payment. Exceptionally, due to operational issues or circumstances beyond our reasonable control, the applicable refunds can be made via bank transfer.	120 calendar days from the date of receipt of the e-mail confirming the payment.
Cash Payment (e.g: Boleto)	In case you choose this payment method, please note that: Refunds are only offered for cash payments in Brazil. Refunds for cash payments in other countries are not offered.	120 calendar days from the date of receipt of the e-mail confirming the payment.
Instant payment method (e.g: Pix)	In case you choose this payment method, please note that: Refunds are only offered for instant payments in Brazil. Refunds for instant payments methods in other countries are not offered.	120 calendar days from the date of receipt of the e-mail confirming the payment.
Bank transfer	In case you choose this payment method, please note that: Refunds are only offered for bank transfer in Brazil. Refunds for bank transfer in other countries are not offered.	120 calendar days from the date of receipt of the e-mail confirming the payment.

The refund request shall be sent to our 24/7 Customer Service through these means:

Contact form
Email: info@usa-forms-online.com

In order to properly identify your “Customer file” and payment made, as well as for reasons of security and confidentiality of personal data, the Customer may be asked to provide the following information regarding the payments made and/or the B1B2 and Canada visa application (by way of example but not limited to):

(i) the same personal data provided in the application form for obtaining or renewing the B1/B2 and Canada business and/or tourist visa (i.e contact email, applicant’s name and surname, ID/passport number); and
(ii) the same Customer ID/Order Code (reference provided to the Customer in our service fee payment confirmation email).
(iii) provide proof of payment.
(iv) other additional information regarding your application and/or order.

Remarks:

We reserve the right to refuse refund requests:
- that do not meet the above requirements. Only in very specific cases, due to particular circumstances of the Customer that will be assessed at the Company’s discretion, refund requests will be accepted even if the requirements are not met.
- in the event that the Customer has been notified of the cancellation of our assistance services. See “Cancellation of Services” section of these Terms and Conditions to know more.
If the refund request meets the above requirements and it is approved, depending on whether it is a B1B2 visa and/or a Canada visa, the amount refunded will be as follows for all payments methods:
- In the event that the Client has applied for a B1B2 visa and if the Customer has received the voucher (payment order) for payment of consular fees → 50% of the total amount of private fees for Professional Services.
- In the event that the Client has applied for a Canada visa and has received the receipt as a completed status → 100% of the price of the service and consular fees.
- In the event that the Client has applied for a Canada visa and has received the receipt with a status other than the completed one → 50% of the price of the service and consular fees will only be refunded when they have not been paid to the Government of Canada.
- If the Customer has NOT received the voucher (payment order) for payment of consular fees → 100% of the total amount of private fees for Professional Services.
  
  Notes:
  
  The Company will not be responsible for reimbursing any type of handling fee, commission and/or expense applied by the entity that owns and/or operates the payment method selected by the Customer. If the Customer wants to request the reimbursement of this type of charges, he/she must personally contact the owner or operator of the payment method.
  
  The resolution of the refund request will be communicated to the Customer via the contact email provided in the B1/B2 and Canada visa application form. The refund process may take up to a few days to be completed, from the time the refund is issued.
  
  In the applicable cases, the cost of the "Denial Protection Service" will be refundable once our service fee has been approved for reimbursement to the Customer, regardless of whether a full or partial refund has been granted.
  
  In the applicable cases, the refund of the “Priority Service” cost shall be conditioned to the full refund of our service fee, not applicable in any other case.
If the refund request meets the above requirements and it is approved, our payment service provider will contact the Customer in order to process the refund (50% or 100%) approved by the Company. Please bear in mind that the payment service provider may ask you to provide specific information to process the refund (e.g: bank details).
If you are only applying for a B1/B2 visa the U.S. embassy or consulate does not reimburse the fees for the evaluation of the B1/B2 visa application form and the consular interview. Therefore, we cannot be held responsible for the reimbursement of these fees.
If you are only applying for a Canada visa the Government of Canada fees in any case does not reimburse.
Requesting a refund through your bank (charge dispute) does not guarantee you the reimbursement of our service fee and is a slower process than contacting our Customer Service. Before contacting your bank, we recommend that you contact us so that we can process your request more quickly. Your bank will ask you for the reasons for the chargeback. These reasons must be valid and justifiable on your part. Our Company will carefully review the reasons on which you base your refund request through your bank. In this regard, please note that those refund requests that are considered fraudulent will be reported to the competent authorities, along with all customer data associated with the transaction, in compliance with our legal obligations and in legitimate defense of our interests and rights.

For any further information about our Refund Policy, please do not hesitate to contact our Customer Service team through the above mentioned channels, and we take all appropriate actions to remedy the situation raised.