Refund Policy

Last updated: 14 February 2026

This Refund Policy explains when refunds may apply for Alley Visas services provided by Alley Bookings Limited (“Alley”, “we”, “us”, “our”). It should be read together with our Terms of Service.

1. Key Principles

  1. Visa outcomes are not guaranteed. Embassies/consulates and visa application centres (VACs) make the final decision. A refusal does not automatically qualify for a refund.
  2. We separate fees into two categories:
    • Service Fees (Alley Fees): what you pay Alley for advisory, review, and application support services.
    • Third-Party Fees: government/embassy/VAC charges, biometrics fees, courier fees, insurance premiums, translation vendor fees, and payment processor charges.
  3. Third-Party Fees are governed by third parties’ rules and are often non-refundable.

2. Definitions

  • Service Request: your individual case/ticket on the Alley Visas platform.
  • Service Commencement: when Alley begins work on your Service Request (see Section 4).
  • Unused Services: services you paid for that have not started and for which no work has been performed.

3. What You Can Expect From Us (Chargeback Prevention)

We aim to reduce disputes by ensuring you can always see:

  • your Service Request status and timeline
  • your invoice and payment confirmation
  • the checklist of requested documents
  • notes of key actions performed by our team (e.g., “documents reviewed”, “quote issued”, “submission scheduled”)

If anything looks unclear, contact support before raising a dispute with your bank or card provider.

4. When a Service Is Considered “Started”

A service is considered to have commenced when any of the following occurs (whichever is first):

  • a document review begins
  • checklist verification begins
  • a quote is prepared specifically for your case
  • submission/appointment actions are initiated (including scheduling and portal activity)
  • drafting or structuring of documents begins (e.g., cover letter, itinerary guidance, sponsor pack)
  • any agent has performed case work logged on your timeline

Once service has commenced, Service Fees are generally non-refundable (see Section 6).

5. Refund Eligibility Summary

5.1 Refunds we may approve

You may be eligible for a refund of Service Fees if:

  • you cancel before service commencement (see Section 6.1), or
  • Alley is unable to deliver the purchased service due to an internal error and cannot provide a reasonable alternative (see Section 6.3), or
  • you were charged incorrectly (duplicate payments, wrong amount) (see Section 6.4)

5.2 Refunds we do not approve

Refunds are not provided for:

  • visa refusals or negative decisions by embassies/consulates/VACs
  • delays caused by third parties (embassy, VAC, courier, payment provider, or system outages)
  • missed appointments due to late arrival, absence, or failure to follow instructions
  • failure to provide requested documents or information on time
  • cases involving false information, forged/altered documents, or misrepresentation
  • change of mind after service has started
  • bank charges, card charges, FX charges, or processing fees charged by payment providers

6. Detailed Refund Rules

6.1 Cancellation before service commencement (Service Fees)

If you request cancellation before service commencement:

  • We may refund the Service Fee paid, minus any non-recoverable payment processing charges.
  • If a portion of work has already been performed (even minimal), service is treated as commenced.

Typical processing time: 5–10 business days after approval (bank timelines vary).

6.2 After service commencement (Service Fees)

Once service has commenced, Service Fees are non-refundable, regardless of outcome, because time and resources have been committed to your case.

6.3 If we cannot provide the service you purchased

If Alley confirms we cannot provide the purchased service due to an internal issue and we cannot offer a reasonable alternative, we may:

  • provide a full or partial refund of the Service Fee, or
  • provide service credit (where you agree), or
  • move your payment to another eligible service route/package (where appropriate)

The remedy chosen depends on how much work has already been completed.

6.4 Duplicate payments or billing errors

If you were charged twice or charged an incorrect amount due to a verified billing error:

  • We will refund the overpaid amount or apply it to your Service Request, as you prefer.

6.5 Third-Party Fees (government/VAC/courier/insurance/translation)

Third-Party Fees are subject to third-party rules and may be non-refundable even if you cancel. Examples include:

  • embassy/VAC application fees
  • biometrics fees
  • courier charges
  • insurance premiums
  • third-party translation services

Where you authorize Alley to pay Third-Party Fees on your behalf, you accept that:

  • refunds depend on the third party, and
  • Alley cannot guarantee recovery of those costs.

6.6 Package changes and upgrades

  • Upgrade (Standard → Premium): you pay the difference; no refund on the original package once started.
  • Downgrade (Premium → Standard): generally not refundable once started; may be considered only if no Premium work has commenced.

7. How to Request a Refund

To request a refund, email support@alleyvisas.com with:

  • your Service Request ID (or registered email/phone number)
  • reason for request
  • proof of payment (receipt/transaction reference)
  • any relevant screenshots or documents

We may request additional details to verify ownership and prevent fraud.

8. Refund Review Process (What We Check)

To reduce disputes and ensure fairness, we review:

  • your case timeline and status logs
  • whether service has commenced (Section 4)
  • documents requested and response timestamps
  • payment records and provider confirmations
  • any third-party fees paid and their refund rules

9. Refund Method and Timing

  • Approved refunds are issued to the original payment method where possible.
  • Processing time depends on your bank/payment provider.
  • Any payment processor fees, FX charges, or bank fees that are non-recoverable may be deducted.

10. Chargebacks and Payment Disputes

If you have a concern, contact support first. Filing a chargeback without contacting us may:

  • pause your Service Request while the dispute is investigated
  • delay resolution due to bank timelines

If a chargeback is resolved in our favour, you remain responsible for any outstanding fees and may lose access to services until the account is settled.

11. Contact

For refund questions, contact:

Alley Bookings Limited
NO. 28 MIYAGU ROAD, off Race Course Road,
Nassarawa, Kano 700213, Kano, Nigeria
Email: support@alleyvisas.com