Last updated: September 11, 2026
This policy explains when TravelPrepDesk LLC refunds the service fee paid through TravelPrepDesk, and when it does not. It is written to be read before you order, not after.
The short version
- Cancel before we start work: full refund.
- Refused because of a mistake we made: full refund of our service fee.
- Refused because of information you gave us, or an authority decision unrelated to the filing: no refund, because the work was done.
- Duplicate or accidental order: full refund.
1. Cancelling before we begin
If you cancel before a specialist has started reviewing your application, we refund the service fee in full. Email support@travelprepdesk.com with your reference as soon as possible. Because we often begin within the hour, “as soon as possible” matters.
2. Cancelling after work has begun but before filing
If review has started but the application has not yet been submitted, we refund the service fee less a reasonable amount for work already performed. We will tell you the figure before processing anything.
3. After filing
Once an application has been submitted to an authority, the service you paid for has been delivered and the service fee is not generally refundable, regardless of the outcome. The exceptions are set out below.
4. When a refusal is refunded
If your application is refused because of an error we made — a field we transcribed incorrectly, a submission we made outside the accepted window, a document we failed to attach — we refund the service fee in full. Where the authority allows a corrected resubmission, we will also offer to refile at no charge; you choose which you prefer.
5. When a refusal is not refunded
We cannot refund the service fee where a refusal follows from something outside our control, including:
- information you supplied that was inaccurate, incomplete or out of date;
- a passport that was invalid, expired or damaged;
- an eligibility or immigration decision made by the authority;
- a change in entry requirements after your application was filed;
- an application submitted so close to travel that no reasonable processing time was available, where you chose to proceed after we flagged the risk.
In each of those cases the preparation, checking and filing were carried out as agreed.
6. Government fees
Where an authority charges its own fee, that fee is set and collected by the authority and is not ours to refund. If a government fee was collected by us and had not yet been paid across at the time of cancellation, we return it in full.
7. Duplicate and accidental orders
If you order the same application twice, or order the wrong destination and tell us before we file, we refund the unwanted order in full.
8. Documents that do not arrive
If an approved document was issued but did not reach you, contact us and we will resend it at no charge — that is a delivery problem, not a refund case. If we cannot produce evidence that your application was ever filed, we refund the service fee in full.
9. How to request a refund
Email support@travelprepdesk.com with your application reference and a short description of what happened. We aim to respond within one business day and to reach a decision within three. Approved refunds are returned to the original payment method and typically appear within five to ten business days, depending on your bank.
10. Chargebacks
If you believe a charge is wrong, please contact us before raising a dispute with your bank. Almost everything is resolved faster directly, and we would rather fix it than argue about it.
11. Statutory rights
Nothing in this policy limits any right you have under consumer protection law in your country of residence.