Returns and Refunds Policy – Partner and Express
Thank you for choosing Partner and Express.
This Returns and Refunds Policy applies to services offered by Partner and Express.
You can submit a refund request for our services under certain situations (or circumstances). Kindly go through the applicable conditions for different services as detailed below.
Refund Policy for Visa Appointment Service
The Visa appointment service involves assisting you to secure an appointment with the consulate or embassy for your visa application.
Under this service, we charge a fee for logistics and mandatory charges for visa application for you. And the fee is refundable only if:
• We aren’t able to get an appointment booked for you
• We receive a request for service cancellation before the appointment has been made
In no other case, the fee for visa appointment service is refundable.
Refund Policy for Mobile Biometrics Service
Mobile Biometrics Service involves completing biometrics for visa applications and collecting documents from applicants’ places. The total fee quoted for the service includes home visit charges and visa application fees among others.
You can get a refund by cancelling the service booking if the cancellation is done well in time before the home visit.
The home service fee is refundable only if:
• We aren’t able to complete the visit to collect documents
• The service cancellation request is made 1 day before the scheduled visit
However, the inability to complete the visit doesn’t include reasons beyond our control. For instance, if you fail to inform us that you won’t be available at the scheduled time but our agent reaches the given address.
Also, the service fee is non-refundable if the service has been provided or any part of the process has started, such as:
• The scheduled home visit has been complete
• The agents have collected documents and biometrics from your place
In any case, Partner and Express is not responsible for the refund of any charges/fees paid to the immigration authorities, consulate/embassy/high commission, or any assessing body in the event of application rejection or non-acceptance.
No refund request will be entertained if the applicant:
• Does not attend the visa interview
• Fails to comply with document requirements
• Fails to submit submission any pending or extra documents required for the application on time
In Case of Delay
The company won’t be held responsible for any delay on the part of third-party services like courier services. No refund request will be entertained in such a case.
Multiple Payments
If you have paid more than once by mistake for a single transaction, the extra amount will be refunded.
Kindly raise a request for a refund in such a case with transaction receipts (or numbers) and other details for verification.
Charge Backs
Before paying for a service, the client must agree to and understand the terms and deliverables carefully. Partner and Express has a zero-tolerance for chargebacks (applicable for card payments).
Any customer raising a dispute for a valid payment made through a card may be barred and from our services
The Refund Process
To get a refund, you will need to submit a request to Partner and Express through call or email. Any eligible refund will be processed in 15-20 working days.
However, the refund request is subject to verification and will be scrutinized by our team before approval or rejection.
Rest assured that we won’t cancel any genuine refund request that falls within the policy guidelines.
What do we expect from the Applicant During the Mobile Biometric Service Visit?
During the service visit, we expect the applicant to:
• Be available for biometrics and other parts of the process
• Quiet sitting area for mobile biometrics and application
• Sufficient area for discussion
• White background for live photograph
• Have the passport and other documents required for the application ready
What the Applicant Should Expect from us?
As an applicant, you can expect us to:
• Reach at your given address at the scheduled time
• Gather biometrics, passport, and other documents required for the visa application
• Privacy of your data with secure collection, storing, and use of documents and biometrics
• Timely submission of visa application for further processing
Say No to Abuse
We understand that things may not always go as you might be expecting. However, in case of any concern or dispute, we would be available to solve all your issues. But abuse or aggressiveness won’t help solve things.
So, whenever dealing with us through email, call, or any other mode, please refrain from using:
• Aggressive behaviour
• Abusive language
• Unreasonable demands
We might refuse to deal with you or your complaint if you’re repeatedly or seriously abusive.
Complaints and Feedback
Partner and Express is committed to delivering top-notch service to all its clients. And you can help us achieve this by sharing your valuable feedback.
Your feedback (appreciation as well as complaint) is always welcome.
You can complaint if you are not happy with:
• Our service
• Professional conduct
• Any other incident that happened within the last 3 months
For feedback, you can leave your message here.
We use complaints as opportunities to improve our company, services, and staff. You can be assured of a timely response for the feedback you share and resolution of your grievance.
in accordance with our complaint handling procedure.
We Don’t Deal with Poor Treatment
We understand that since you are here to make a complaint, you won’t be happy. But we won’t accept poor treatment as that won’t help us either. So, whenever dealing with us through email, call, or any other mode, please refrain from using:
• Aggressive behaviour
• Abusive language
• Unreasonable demands
We might refuse to deal with you or your complaint if you’re repeatedly or seriously abusive.
