Refund and Cancellation Policy
In plain language: preparing costs nothing, so there is nothing to cancel until you export. After you pay you have 14 days to change your mind, provided you have not yet exported. If something fails on our side, you get your money back.
The policy, in four lines
- 01You may request a refund within 14 days of purchase, provided your first application pack has not been exported.
- 02Duplicate charges are refunded in full, always.
- 03A full refund is available where a material technical failure prevents you using the paid service and we cannot resolve it within 7 days of being told.
- 04After your first application-pack export, requests are assessed individually — unless applicable law requires a refund, in which case you get one.
Nothing in this policy limits your mandatory statutory rights. There is no blanket “no refunds” rule here, and there never will be.
Nothing to cancel while you prepare
There is no subscription and no recurring charge. You can leave an application unfinished indefinitely, or delete it, without paying anything. The fee exists only at Export.
How to request a refund
Write to help@visa-os.com from the email address on your account. Please include:
- The email address registered to your account.
- The date of purchase and the amount charged.
- Whether payment was taken by Stripe or PayPal.
- The payment reference or receipt number, if you have it.
- A short description of why you are asking — particularly if something failed.
You do not need to justify a request made within the 14-day window before your first export.
Where the money goes
Refunds are returned to the original payment method through Stripe or PayPal. We cannot send a refund to a different card, account or person. Once we approve and issue a refund, the time it takes to appear depends on your payment provider and your bank, and can vary — that part is outside our control, so we do not publish a guaranteed timescale.
Fraud and abuse
Refunds are for people who genuinely need them. Where we see repeated purchase-and-refund cycles, refund requests connected to falsified documents, or attempts to obtain an export without paying, we may decline the request and suspend the account under the Acceptable Use Policy. We will always tell you why.
Statutory withdrawal rights
Consumers in the European Union and the United Kingdom have a statutory right to withdraw from a distance purchase, and specific rules apply to digital content delivered immediately. Our 14-day window is designed to sit alongside those rights rather than replace them.
Marked for legal review: the precise wording on immediate performance, and on what happens to the withdrawal right once an application pack has been exported, will be settled by qualified advisers before production. We would rather leave this visibly open than assert that your rights disappear the moment you export.
If we say no
We will explain our reasoning in writing. You can ask us to look again, and you retain every statutory right and complaint route available to you, including through your payment provider and the dispute process in the Terms of Service.