Refund Policy

At SingaporeVisa.org.sg, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our SG Arrival Card application processing services. Please read this policy carefully before submitting your application and making payment.

1. General Refund Policy

Our processing fee covers the professional service of assisting with your SG Arrival Card application, including form completion guidance, document verification, secure storage, submission processing, and customer support. Once our service has been rendered, the processing fee is generally non-refundable. However, we understand that circumstances may arise that warrant consideration for a refund, and we evaluate each request on a case-by-case basis.

It is important to understand that the processing fee is for our application assistance service, not for entry to Singapore or visa approval. We are an independent service provider and cannot guarantee entry to Singapore, as the final decision rests with Singapore's Immigration and Checkpoints Authority and immigration officers at the point of entry.

2. Refund Eligibility

Refunds may be considered under the following circumstances:

2.1 Duplicate Payments

If you accidentally made duplicate payments for the same application, we will issue a full refund for the duplicate transaction(s). To request a refund for duplicate payments, contact us immediately at sg@visa.org.sg with your payment confirmation emails and transaction details. We will verify the duplicate payment and process the refund within 5-7 business days.

2.2 Service Not Rendered

If we are unable to process your application due to technical issues on our end or other circumstances within our control, and we cannot provide the service you paid for, you will be eligible for a full refund. This includes situations where our systems fail to receive your application after payment, or where we are unable to submit your application due to our own technical errors.

2.3 Pre-Processing Cancellation

If you request cancellation of your application before we have begun processing (typically within 2 hours of submission), you may be eligible for a partial refund. A processing fee of 25% of the total amount will be deducted to cover administrative costs, payment processing fees, and system resources used. To request a pre-processing cancellation, email sg@visa.org.sg immediately with your application reference number and reason for cancellation.

2.4 Error on Our Part

If there is a demonstrable error in our processing of your application that we made (such as submitting incorrect information on your behalf despite correct information being provided by you), we will work to correct the error at no additional cost. If the error cannot be corrected and impacts your ability to use the service, we may issue a partial or full refund depending on the circumstances.

3. Non-Refundable Circumstances

Refunds will NOT be issued in the following circumstances:

3.1 After Processing Completion

Once your application has been fully processed, reviewed, and submitted, and you have received your confirmation email, the service has been rendered and no refund will be issued. The processing fee covers the work we performed, regardless of the outcome of your entry to Singapore.

3.2 Entry Denial by Singapore Authorities

If you are denied entry to Singapore by immigration authorities for any reason, no refund will be issued. We assist with the SG Arrival Card application process, but we have no control over entry decisions made by Singapore's immigration officers. Entry denial can occur for various reasons including but not limited to insufficient passport validity, lack of proper visa (if required), security concerns, insufficient funds, no return ticket, previous immigration violations, or any other reason determined by immigration authorities. Our service is limited to application assistance, and we clearly state that we do not guarantee entry to Singapore.

3.3 Incorrect Information Provided by Applicant

If you provided incorrect, incomplete, or false information in your application, and this results in processing issues or entry problems, no refund will be issued. It is your responsibility to ensure all information you provide is accurate and truthful. We provide guidance and review your application, but you are ultimately responsible for the accuracy of the information submitted. If you make errors in data entry that we could not reasonably detect, the processing fee is non-refundable.

3.4 Change of Travel Plans

If your travel plans change after we have processed your application (such as cancellation of your trip, change of travel dates, or decision not to travel to Singapore), no refund will be issued. We have already performed the service of processing your application at the time you requested it. If you need to submit a new application for different travel dates, you would need to pay for a new application submission.

3.5 Failure to Print or Present Documentation

If you fail to print or properly present your approved SG Arrival Card confirmation at immigration, and this causes entry issues, no refund will be issued. It is your responsibility to keep your confirmation accessible (printed or saved digitally) and to present it as needed during your travel.

3.6 Third-Party Circumstances

No refund will be issued for circumstances beyond our control, including but not limited to flight cancellations, airline policies preventing boarding, hotel cancellations, natural disasters, political events, pandemic-related restrictions, changes in Singapore's immigration policies, or any other force majeure events. While these situations may be unfortunate, they are outside the scope of our services.

3.7 Dissatisfaction with Service Speed

We commit to processing applications within 24-48 hours. If we meet this timeframe, no refund will be issued due to the processing time, even if you expected faster service. We clearly state our processing timeframe, and by using our service, you agree to these terms. If you need instant processing, you should use alternative services or official channels.

4. How to Request a Refund

If you believe you are eligible for a refund based on the circumstances outlined above, please follow these steps:

1. Contact Us Promptly: Email us at sg@visa.org.sg as soon as possible. Refund requests must be submitted within 14 days of your application submission or payment date, whichever is later. Requests made after this period may not be considered.
2. Provide Required Information: Include your application reference number, payment transaction ID, full name, email address used for the application, date of payment, and a detailed explanation of why you are requesting a refund.
3. Include Supporting Documentation: If applicable, provide any documentation that supports your refund request, such as duplicate payment receipts, screenshots of errors, or other relevant evidence.
4. Subject Line: Use "Refund Request - [Your Reference Number]" as the subject line of your email for faster processing.

5. Refund Review Process

Upon receiving your refund request, we will follow this process:

• Initial Review: We will acknowledge receipt of your refund request within 1-2 business days and provide you with a ticket number for tracking.
• Investigation: Our team will investigate your request, review relevant records including your application, payment details, and processing history, and assess eligibility based on this Refund Policy.
• Decision: We will make a decision on your refund request within 5-7 business days and notify you via email of our decision. If your request is approved, we will inform you of the refund amount and expected processing time. If your request is denied, we will provide a clear explanation of the reason for denial.
• Appeal: If you disagree with our decision, you may submit an appeal within 7 days of receiving our decision by responding to the email with additional information or clarification. Appeals will be reviewed by a senior team member.

6. Refund Processing Time

If your refund request is approved:

• Refunds will be processed back to the original payment method used for the transaction within 7-10 business days of approval.
• Depending on your bank or credit card company, it may take an additional 3-5 business days for the refund to appear in your account after we process it.
• You will receive an email confirmation when the refund has been processed from our end, including the refund amount and transaction reference number.
• If you do not see the refund in your account within the expected timeframe, please contact your bank or credit card company first, as they may have additional processing procedures. If the issue persists, contact us at sg@visa.org.sg with your refund confirmation email.

7. Partial Refunds

In certain circumstances, we may offer a partial refund rather than a full refund. Partial refunds may be appropriate when:

• Some processing work has been completed, but the full service was not rendered due to circumstances partially within our control
• You request cancellation after processing has begun but before completion
• There was a shared responsibility for the issue between you and our service
• Payment processing fees and administrative costs need to be recovered

The amount of any partial refund will be determined on a case-by-case basis, taking into account the specific circumstances, the work already performed, and the costs already incurred.

8. Chargebacks and Disputes

We encourage you to contact us directly at sg@visa.org.sg to resolve any payment or service issues before initiating a chargeback with your credit card company or bank. Chargebacks should only be used in cases of unauthorized transactions or clear fraud.

If you initiate a chargeback without first attempting to resolve the issue with us, we reserve the right to provide evidence to your credit card company showing that services were rendered as agreed, which may result in the chargeback being denied. Illegitimate chargebacks may also result in suspension of your ability to use our services in the future.

If you have initiated a chargeback and we are able to resolve your issue, you may be asked to cancel the chargeback with your credit card company as a condition of receiving a direct refund from us.

9. Service Guarantee

While we do not offer a money-back satisfaction guarantee, we do guarantee that:

• We will process your application professionally and accurately based on the information you provide
• We will submit your application within our stated processing timeframe of 24-48 hours
• We will keep your personal information and documents secure using industry-standard security measures
• We will provide customer support and respond to your inquiries in a timely manner
• We will be transparent about what our service includes and does not include, particularly that we cannot guarantee entry to Singapore

If we fail to meet these guarantees due to our own error or negligence, we will work with you to resolve the issue, which may include processing a refund if appropriate.

10. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes to the Refund Policy constitutes your acceptance of the revised policy. However, any changes to the refund policy will not affect refund requests for applications submitted before the policy change.

11. Contact Us

If you have questions about this Refund Policy or wish to submit a refund request, please contact us:

We aim to respond to all refund inquiries within 1-2 business days and resolve refund requests within 5-7 business days.

12. Your Agreement

By using our services and making a payment, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand that processing fees are generally non-refundable once services have been rendered, and that we do not guarantee entry to Singapore or visa approval. You agree to contact us directly to resolve any issues before initiating chargebacks or disputes.