Refund Policy

Policy Terms

We aim to provide the best customer support possible and are dedicated to helping you move through your visa application process with confidence. If you are not satisfied with the service provided, for any reason, please contact us at once by emailing hello@schengengo.app so we can address your inquiry, issue a refund where applicable, or provide a discount or credit that can be used for SchengenGo services.

SchengenGo is a private, internet-based travel and visa support service that assists travellers applying for a Schengen visa. We are not affiliated with any governmental agency or entity. We are not a law firm, do not provide legal advice, and are not a substitute for an attorney. We assist with the preparation of visa applications, but do not issue visas, guarantee approval, expedite processing, or secure the issuance of any visa, as all decisions are made solely by the relevant governmental authorities.

By making a purchase of services on this website, you agree and accept to be bound by the terms of this policy, as well as our Terms and Conditions, Privacy Policy, and any other applicable policy or term posted on the website. Should a material error be made on your application, we will re-submit the application on your behalf at no additional cost to you, but a refund will not be issued.

What Our Service Covers

Your payment covers a service: document preparation and administrative assistance for your Schengen visa application. This service includes providing assistance with appointment booking at the competent consulate or authorised visa application centre, meaning we send you the necessary links for scheduling. It explicitly does not include the actual booking of the appointment on your behalf, the search for available appointment slots, or any attempt to secure or "unblock" unavailable dates.

The service is not conditional upon the availability of appointments at the consulate or on the approval of your visa by the European authorities. All fees paid are for the service rendered, regardless of the outcome of your application.

Our service fee does not include mandatory government fees (visa fees) or charges from external service providers such as VFS, TLS, or BLS. These additional costs are the sole responsibility of the applicant and must be paid directly to the relevant authorities.

How to Request a Refund

Refunds requested before a member of our team has started processing your application must be requested by emailing hello@schengengo.app with the subject line "SchengenGo Refund Request". Your refund request email must include the following information:

• Full name of the applicant
• Invoice number or Order ID
• The last four digits of the card used to purchase our services
• The date the services were purchased
• The reason for requesting a refund

We will process your request within 48 to 72 hours after we have received all of the information requested above. Approved refunds will be credited to the same payment method used at the time of purchase and should appear in your account within 1 to 7 business days, based on your financial institution's policies and your statement's billing cycle. If 10 days have passed and your refund is not reflected in your account, please contact us so we can assist you further.

Non-Refundable Fees

This policy cannot and will not apply to government fees remitted to the issuing authority or to other relevant governmental agencies. When you send a payment to a government agency, you agree to pay for a government service. Filing and biometric service fees that you pay to them are final and non-refundable, regardless of any action the government office takes on your application, petition, or request, or if you withdraw your request. We cannot refund or credit any money paid to other third parties with a role in processing your order, such as your medical examiner or translators.

Credit Card Chargebacks

By obtaining our services, you agreed to be bound by the service terms and this refund policy. Using a chargeback to obtain a refund outside of these conditions is a violation of these terms.

If you, as a paid client, become unresponsive to our support team's requests for additional information for 90 days or more from the date you purchased our services, and as a result your application is not successful, you are not entitled to a refund of any kind and you agree not to initiate a credit card chargeback.

We take this issue extremely seriously and may report suspicious payment disputes to the payment processors and to other relevant agencies as applicable, along with accompanying proof. We encourage our clients to contact us to resolve any issues they may have encountered and to prevent any potential or future issues.

Assurance

If you are unsure whether your application has been submitted properly, please contact us immediately for support at hello@schengengo.app. If you properly submit a refund request, following the stipulations indicated in this policy, be assured that you will receive your refund. Please allow the time indicated above, one to seven business days, for any refund credit to appear in your account.

Satisfaction Guarantee

Our satisfaction guarantee covers issues directly caused by SchengenGo occurring before your arrival in Europe. We provide this satisfaction guarantee in addition to certain other guarantees provided by law. See our Terms and Conditions and Privacy Policy for more details. All refund or credit requests made under this guarantee must be made within 14 days of purchase.

We will make every effort to provide you with the earliest available appointment but cannot guarantee any outcome. European embassy and consular appointments are under the full control of the embassy or consulate. SchengenGo cannot alter, and has no control over, appointment availability at any time.

Not Covered Under the Guarantee

We cannot guarantee the results or outcome of your government filing. The relevant government agency may reject an application for reasons outside the control or responsibility of SchengenGo, and government backlogs can lead to long delays before your process is complete.

This guarantee does not cover changes to your situation or to your state of mind. It does not apply if entry is denied by a border officer or for an epidemic or pandemic related reason. This guarantee is void if you have made misrepresentations on an application or provided misleading information during our service to you, and it is void if you have already requested a refund or a chargeback from your bank.

Government Fees and Costs

For informational purposes only: all travel document applicants are required to pay a visa fee to the relevant European government issuing body. How much the application fee costs, and when it must be paid, depends on the type of document applied for and the issuing authority. The visa fee can be paid at European consulates and embassies through various options, and in some countries certain payment methods are not accepted. These government fees are separate from, and not included in, our service fee, and they are non-refundable. Please see our Legal Disclaimer for more on the nature of our service.

Contact Us

For any questions about this Refund Policy or to submit a refund request, please contact us at: