Refund and Cancellation Policy

The policy, in four lines

1. 01You may request a refund within 14 days of purchase, provided your first application pack has not been exported.
2. 02Duplicate charges are refunded in full, always.
3. 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.
4. 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 before you pay

There is no subscription and no recurring charge. You can start an application, build the free part of it, then leave it unfinished indefinitely or delete it, without paying anything. There is one payment, and it is what opens the remaining Sections, Final Review and export of your pack.

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takes to appear depends on your payment provider and your bank, and can vary — that part is outside our control, so we do not publish a guaranteed timescale.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

If you are a consumer in the United Kingdom or the European Union, you have a statutory right to withdraw from a distance purchase, and particular rules apply to digital services that begin as soon as you pay. Those rights come from the law rather than from this policy. Nothing here replaces them, reduces them, or asks you to give any of them up.

When you pay, the paid service starts straight away. Your payment opens the remaining Sections, Final Review and export of your application pack, so you can carry on working as soon as it is approved. That is what you are paying for, and we do not ask you to waive anything in exchange for it.

Using your paid access does not cost you your refund. You can open the remaining Sections, work through them and run Final Review, and still change your mind. The 14-day window in this policy runs from your purchase and is not reduced by how much of the service you have used.

Your first export is the event that changes the position, because it is the point at which the service has delivered what it was bought for. After it, a refund request is assessed individually rather than granted automatically. We do not treat exporting as the moment your statutory rights end — whether a statutory right still applies depends on the law where you live and on your circumstances, and that is not ours to decide.

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.