How do I get a refund?

To request a refund, simply fill out the form below and we will contact you as soon as possible.

General and Visa Refund Policy

TrustVisa will issue a full refund if:

TrustVisa refused to process your paper for numerous reasons from Trustvisa’s perspective: not having enough time to process the visa request, customers with difficult countries’s nationalities (countries currently at war with another or in a civil war…) and other unusual events. In these circumstances we will issue a refund.
Cancelling your application before service fee payment: You can cancel with no fees or charges incurred. To do this just email us asking for a cancellation before we send you a “Trustvisa.vn – Payment Confirmation for Your Vietnam Visa registration” email. In this circumstance we will issue a full refund.
Wrong information on your visa because of Trustvisa’s wrongdoing: When the information you, the customer, provided are all accurate but the information on the delivered visa is different: Wrong date of entry, wrong passport numbers, wrong name… In this case, if you want to cancel your visa application Trustvisa will facilitate a full refund. Or Trustvisa will apply and get you a new visa with accurate information, provided by the customers, for free without any additional fees or purchases, in addition the visa fee you have paid will not be refunded.

But under these circumstance we will NOT issue refund:

Asking for cancellation AFTER receiving our “Trustvisa.vn – Payment Confirmation for Your Vietnam Visa registration” email for whatever reasons, we are sorry but we can not issue the refund because the process is automatic and can not be reversed. When you received the email, it mean your visa application has already been sent to the system of Vietnam’s Immigration Department.
In case you do not receive the email “Trustvisa.vn – Payment Confirmation for Your Vietnam Visa registration” , please notify Trustvisa immidiately at our Hotline +84.978.121.585 or our email at contact@trustvisa.vn within 03 hours since the time you pay for our services. Failure to do so means you are not entilted for a refund.
When the Vietnam Immigration Department issued your Visa Approval Letter or Trustvisa has sent it to your preferred contact app/method.
Trustvisa has sent you the visa through email but you, the customers, for various reasons ( do not check email inbox, our email got moved into the Spam folder…) did not receive the visa but does not contact Trustvisa hotline: +84.978.121.585 or reach out at our email address at contact@trustvisa.vn to notify us of this irregularity. You will not receive a refund.
You, the customer, do not accept the visa because the information on the visa is wrong and the errors is from your mistakes, you will not be eligible for a refund. Please thoroughly check all the information you provided to Trustvisa such as: personal information, entry information during you visa application process and please do the same when you receive your visa..
Your application is denied by the Vietnam Immigration Department, you have violated Vietnam’s laws before, Vietnam Department of Immigration keep demanding for additional information about your application without any apparent results etc… we will not issue any refund.
The visa for some reasons failed to reach the email the customer used to register with us even though Trustvisa has sent the email on time. But the customer do not contact Trustvisa either through our Hotline: +84.978.121.585 or our Email at contact@trustvisa.vn to notify us of this irregularity. The fees will not be refunded.
Visa delay, loss of visa due to technical difficulties, wrong email address(es) or error(s) in customer’s provided information. In this case you will not be issued a refund.
A visa was provided by Trustvisa with accurate information but you changed your travel plan ( Trip cancellation, change entry date, change your stay duration…), you will not be eligible for a refund. In this case you will need to apply for a new visa that fit your travel plans, the detailed information about our services is available on our website.

Time to complains: You have at most 24 hours after entering Vietnam to file a formal complain. All complain and request for refund are only applicable before the customer enter Vietnam and the first 24 hours after entering Vietnam. After the deadline you will waive the rights to complain and/or ask for a refund.

The refund can take up to 15-20 working days, depending on the process of banks or other financial organizations. Any extra fees incurred during the refund will be paid by the customer. TrustVisa will only pay for the fees related to the refund process from the TrustVisa side.

Fast Track and VIP Fast Track Refund Policy

TrustVisa will issue a full refund if:

You cancel the service before payment: You will not be charged with any kind of fees.
Our staff does not show up to meet you at the airport. You have contacted us through our hotline at: +84.978.121.585 and follow our instructions but our staff does not appear when you land. We will issue a full refund.
Customer did not receive a reply/respond from our hotline after 2 hours since the time you landed and our staff did not show up. The fee will be refunded in full.
Cancelling your application after service fee payment: If you send us a “Cancellation request” to contact@trustvisa.vn at least 72 hours before your flight land in Vietnam. You will receive a full refund

But under these circumstance we will NOT issue refund:

Cancelling your application after service fee payment: If you send us a cancellation request within 72 hours before your flight land in Vietnam. You will not receive a refund.
Service information changes: For any reason after you have applied to use our service and you have to change your flight or landing at a different airport. Please send us an email “Information Changes” notifying us about the changes at least 36 hours before your flight lands. Failure to do so and we will not issue a refund.
Changes or delays because of the airline or the weather: We normally will not accept any changes if it is less than 36 hours before your landing. In case your flight is delayed or changed due to weather or airline reasons please contact us through our hotline +84.978.121.585 or email us at contact@trustvisa.vn at least 06 hours before the landing time in order to make changes. We will not issue a refund if you fail to do as instructed.
In case you land and failed to find our staff and did not contact us at our hotline +84.978.121.585 or our email at contact@trustvisa.vn for more than 2 hours after landing. In this situation we will not issue a refund.

If there are any errors or faults from Trustvisa’s side, we will provide you a free Fast Track service for your next entry or exit to Vietnam.

Car Pick up refund policy

TrustVisa will issue a full refund if:

You cancel the service before paying: You will not be charged with any kind of fees.
Our driver does not show up to meet you at the airport. After landing in Vietnam, You have contacted us through our hotline at: +84.978.121.585 or our email contact@trustvisa.vn and follow our instructions but our driver does not appear when you land. We will issue a full refund.
Customer did not receive a reply/respond from our hotline +84.978.121.585 after 2 hours since the time you landed and our driver did not show up. We will issue a full refund.
Cancelling your application after service fee payment: You can cancel with no fees or charges incurred. To do this just email us asking for a “Cancellation request” at least 72 hours before you land in Vietnam. In this circumstance we will issue a full refund.

But under these circumstance we will NOT issue refund:

Cancelling your application after service fee payment: If you send us a cancellation request between the time your flight land in Vietnam and 72 hours prior the plane landing within 72 hours before your flight land in Vietnam. You will not receive a refund.
Car information changes: For any reason after you have applied to use our service and you have to change your vehicle or another destination. Please send us an email “Information Change” at contact@trustvisa.vn notifying us about the changes at least 36 hours before your flight lands. Failure to do so and we will not issue a refund.
Changes or delays because of the airline provider or the weather: We normally will not accept any changes if it is less than 36 hours before your landing. In case your flight is delayed or changed due to weather or airline reasons please contact us through our hotline +84.978.121.585 or email us at contact@trustvisa.vn at least 06 hours before the landing time in order to make changes. We will not issue a refund if you fail to do as instructed.
In case you land and failed to find our driver and did not contact us at our hotline +84.978.121.585 or our email at contact@trustvisa.vn for more than 2 hours after landing. In this situation we will not issue a refund.

If there are any problems, we will provide you a free Car Pick Up service for your next entry or exit to Vietnam.

eSIM Refund Policy

TrustVisa will issue a full refund if:

Cancelling before service fee payment: You will not be charged any kind of fees.
Cancelling your application after service fee payment: You can cancel with no fees or charges incurred. To do this just email at contact@trustvisa.vn us asking for a “Cancellation Request” before we send you a “Your Vietnam eSIM – Trustvisa.vn”. In this circumstance we will issue a full refund.
The customer did not receive a confirmation of an esim order from Trustvisa at least 24h before the customer(s) arrive in Vietnam. We will issue a full refund.
Customer did not receive a reply/respond from our hotline +84.978.121.585 after 2 hours since the time you landed and the email contain the eSIM did not arrive in your inbox. We will issue a full refund.

But under these circumstance we will NOT issue refund

Late cancellation: If you have received the email “Your Vietnam eSIM – Trustvisa.vn” contain the eSIM QR code then you are not entiltled to a refund.
Refusing to accept the eSIM because of an error on your end (wrongful activation, accidental deletion of the eSIM…), we will not issue a refund.
We will not be held responsible for any delay or loss due to technical difficulties (internet, server…), wrong email address or wrong information supplied by the customer.
Cancellation, delay or changes of the trip to Vietnam, new length of stay, day of arrival and leave does not match the new plan etc… after receiving the insurance details, we will not issue a refund. In these circumstances, you will have to apply for a new eSIM with the fees we have provided.

Vietnam eSIM will be send to you in a QR code and will be activated as soon as you scan the said QR code. It is usable for 30 days since the date of activation. In case you change your plan or cancel the trip to Vietnam, as long as you do not activate the eSIM, it can be stored away for later usage.

Insurance Refund Policy

TrustVisa will issue a full refund if:

Cancelling your application after service fee payment: You can cancel with no fees or charges incurred. To do this just email at contact@trustvisa.vn us asking for a “Cancellation Request” before we send you a “Trustvisa.vn – Your Vietnam Travel Insurance Card”. In this circumstance we will issue a full refund.
The customer did not receive a confirmation of a Travel insurance order from Trustvisa at least 24h before the customer(s) arrive in Vietnam.
Customer did not receive a reply/respond from our hotline +84.978.121.585 after 2 hours since the time you landed and the email “Trustvisa.vn – Your Vietnam Travel Insurance Card” contain the Insurance details did not arrive in your inbox.

But under these circumstance we will NOT issue refund

Late cancellation: If you have received the email “Trustvisa.vn – Your Vietnam Travel Insurance Card” contain the insurance details then you are not entiltled to a refund.
Refusing to accept the insurance pdf because of an error on the customer end ( provide wrong infomation…) , we will not issue a refund.
We will not be held responsible for any delay or loss due to technical difficulties (internet, server…), wrong email address or wrong information supplied by the customer.
Cancellation, delay or changes of the trip to Vietnam, new length of stay, day of arrival and leave does not match the new plan etc… after receiving the insurance details, we will not issue a refund. In these circumstances, you will have to make a new insurance application with the fees we have provided.