Refund Policy

Notice for all Customers

This Refund Policy applies to fees collected by VFS Global for administrative and support services provided through the Indian Consular Application Centres (ICAC) and related online booking systems. ICAC services are generally provided by prior online appointment booking, and applicable VFS Global service charge(s) are payable at the time of booking. This Policy does not apply to Government of India fees (including any applicable surcharges) collected on behalf of the High Commission/Consulates, which are governed by the relevant Mission/Posts’ rules and policies. Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the United Kingdom Consumer Law or other applicable law that cannot lawfully be excluded.

It is important that the Customer reads this Refund Policy carefully. The Customer should familiarise with the terms of this Refund Policy, prior to availing any services from VFS Global.

Interpretation

Unless otherwise defined in this Refund Policy, capitalised terms have the meaning given to them in the Website Terms and Conditions and/or Services Terms and Conditions.

"The customer" means the person requesting and/or purchasing the Services or any party acting on such person's instructions

Application: means an application form or request relating to visa, passport, OCI, PCC, surrender certificate, GEP verification, or other consular services.

Service Fees / VFS Global service charge: means the service charge payable by the Customer to VFS Global for the administrative/support services provided in connection with the booked ICAC appointment. Subject to applicable law (including the United Kingdom Consumer Law) and this Refund Policy, Service Fees are generally non-refundable once the relevant services have been provided. If services have not been availed and the Customer cancels in accordance with this Refund Policy, a refund of the Service Fees may be available.

"Issuing Bank": means the bank who has issued card to the Customer as card holder.

Refund eligibility: means the conditions that must be met for a refund to be available under this Refund Policy.

Refund request: means a request for a refund submitted by the Customer through the support/contact channel published on the official website or booking platform, including the information needed to identify the booking and payment.

Optional Services: means any additional or value-added services (if offered) that may be purchased in connection with an ICAC appointment (for example, Document pick-up from the Customer’s home logistics where available). Subject to applicable law, Optional Services are generally non-refundable once the relevant service has been provided or arranged; however, if an Optional Service has not been provided and the Customer cancels in accordance with this Refund Policy, a refund may be available.

"Services Terms and Conditions": means the terms and conditions for the use of the payment portal and provision of the Services offered by VFS Global to their customers.

"Chargeback": means where the Customer using the online payment portal makes a complaint to his/her card issuer bank that a transaction is disputed and/or fraudulent.

Transaction Charges / convenience fee: means any fees levied by a bank or financial institution in connection with processing payments or refunds. To the extent permitted by law, transaction charges are non-refundable and may be deducted from any approved refund.

“VFS Global” means VF Worldwide Holdings Ltd. or any of its subsidiaries, associate, affiliate, or group companies.

"Website": means the VFS Global website

"Website Terms and Conditions": means the terms and conditions applicable to use of the Website set out

General Refund Conditions

Business days: means Monday to Friday in the location of the ICAC appointment, excluding public holidays.

1. This Refund Policy may be updated by VFS Global from time to time. Where changes are made, VFS Global will publish the updated policy on the Website and/or booking platform, and the changes will apply from the effective date stated (or, if none is stated, from publication).

2. All ICAC services are provided by prior online appointment booking. VFS Global service charge(s) are payable at the time of booking.

3. The Customer may reschedule the appointment once (subject to availability) using the booking system or the method notified to the Customer at the time of booking.

4. If the Customer cancels the appointment by end of day two business days prior to the scheduled appointment date, the Customer may request a refund of the VFS Global service charge(s) paid for that appointment, provided the relevant services have not been availed.

5. If the Customer cancels after end of day two business days prior, or the Customer does not attend the appointment (no-show), VFS Global service charge(s) paid for that appointment will not be refunded, subject to any non-excludable rights the Customer may have under applicable law.

6. Service Fees are refundable where (a) services have not been availed and cancellation is made in accordance with this Policy, or (b) the Customer was charged more than once for the same service(s), or (c) The Customer paid an amount in excess and the Customer can provide proof of such excess charge.

7. Refunds are processed back to the original payment method where possible and may be subject to applicable bank/agency charges, to the extent permitted by law.

Government of India Fees (Consular Fees / Surcharges)

1. As a general rule, Government of India fees collected on behalf of the Mission/Posts (including any applicable surcharges) are subject to the Mission/Posts’ rules and policies and may be non-refundable once paid, except as required by those rules or applicable law.

2. If the Customer has paid an incorrect Government of India fee amount due to an error in selection/input, the Customer may be required to cancel and re-initiate the relevant transaction (or follow the process notified to the Customer) so that any refundable amount can be processed in accordance with the Mission/Posts’ rules and applicable law.

3. Processing times for consular applications are estimates only and are determined by the relevant Mission/Posts and/or Government of India systems. Delays in processing are not, by themselves, a basis for a refund of VFS Global service charge(s).

VFS Global Service Charges and Optional Services

1. Refunds of VFS Global service charge(s) will be considered only where the Customer meets the eligibility conditions set out in this Refund Policy (including the cancellation deadline described in the “Appointment Rescheduling, Cancellations and No‑Shows” section) and the relevant services have not been availed.

2. To request a refund, the Customer must submit a refund request using the process described in this Policy and provide sufficient information for VFS Global to identify the booking and payment.

3. If the Customer was charged more than once for the same service(s) or paid a sum in excess, the excess amount will be refunded once verified (and subject to any requirements of applicable law).

4. Any bank/agency charges applied by financial institutions in connection with processing a refund may be deducted from the refunded amount, to the extent permitted by law.

5. VFS Global may refuse or reverse a refund where VFS Global reasonably suspect fraudulent or unlawful activity, subject to applicable law.

Appointment Rescheduling, Cancellations and No‑Shows

1. Rescheduling

• The Customer may reschedule the appointment once (subject to availability) via the online booking system or the method notified at booking.

• A reschedule is a change to the date/time of the same appointment booking; it is not a cancellation and does not trigger a refund.

2. Cancellations and refunds for VFS Global service charge(s)

• If the Customer cancels the appointment by end of day two business days prior to the scheduled appointment date, the Customer may request a refund of the VFS Global service charge(s) paid for that appointment, provided the relevant services have not been availed.

• If the Customer cancel after end of day two business days prior, or the Customer do not attend the appointment (no‑show), no refund of the VFS Global service charge(s) will be provided for that appointment, subject to any non-excludable rights the Customer may have under applicable law.

• If the Customer wascharged more than once for the same booking, or an overpayment occurred, the verified excess amount will be refunded.

• VFS Global provides administrative/support services only. Decisions relating to the application (including acceptance for processing, processing timeframes, requests for further information, and any grant/refusal/issuance outcome) are made solely by the relevant Mission/Posts and/or Government of India authorities.

• Accordingly, VFS Global service charge(s) are not refundable merely because an application is refused, additional documents are requested, processing is delayed, travel plans change, or an outcome is different from what was requested, subject to applicable law.

• Where an application is not accepted or is returned as incomplete, any refund of Government of India fees (if applicable) will be handled in accordance with the Mission/Posts’ rules and applicable law. Bank/agency charges may apply.

Refund Request Process and Processing Timeline

To apply for refund, the Customer must follow the below steps:

1. Cancel the appointment (or confirm it is cancelled) through the online booking system by end of day two business days prior to the scheduled appointment date, if the Customer wishes to seek a refund of the VFS Global service charge(s).

2. Submit a refund request using the “Contact Us”/support channel published on the official website or booking platform, quoting the booking reference and payment details.

3. VFS Global will review the request against this Refund Policy (including whether services were availed and whether the cancellation was made by the deadline).

4. If eligible, the refund will generally be processed within 10–15 business days after approval (timing may vary depending on payment method and financial institutions).

5. VFS Global may decline a refund request where VFS Global reasonably suspect fraudulent or unlawful activity in connection with the booking or payment, subject to applicable law.

Chargebacks

If the Customer disputes a transaction with the card issuer (a chargeback), VFS Global may request information from the Customer to help resolve the dispute. VFS Global encourages the Customer to contact VFS Global first using the support/contact channels published on the official website or booking platform so VFS Global can try to resolve the issue promptly.

Once the application has been submitted to the relevant Mission/Posts for processing, Government of India fees may become non-refundable in accordance with the Mission/Posts’ rules. VFS Global service charge(s) are not refundable once the relevant services have been provided, subject to applicable law.

Please contact VFS Global using the official support/contact channels to resolve any issue related to the appointment booking, application submission, or payment before initiating a chargeback with the bank.