Refund Policy

1. Guiding principle

Our Service Fee compensates the professional time, expertise, and overheads required to assess your eligibility, prepare your file, and represent you before Authorities. Because much of that work is performed at the start of an engagement, refunds are limited and decrease as your case progresses. Embassy, government, and other Third-Party Fees are paid out to external bodies and are not within our control.

2. Non-refundable amounts

The following are non-refundable in all cases:

• Embassy, consulate, and visa application centre fees (VFS, BLS, TLScontact, etc.).
• Government fees including MOFA attestation, BMET clearance, education board verification, and notary or chamber fees.
• Medical examination, biometric capture, and police clearance fees.
• Courier, translation, photocopy, and printing charges actually incurred.
• Bank, bKash, or Nagad transaction charges.
• Service Fee for milestones already completed (assessment, file preparation, submission, interview coaching, etc.).
• Any amount paid in cash where the engagement is terminated due to your supply of false or fraudulent documents.

3. Refund schedule for the Service Fee

Where you cancel the engagement in writing, the following refund schedule applies to the Service Fee component only:

Refunds are calculated on the Service Fee paid to TravelZone, not on the total amount paid (which may include Third-Party Fees).

4. Visa or application refusal

If an Authority refuses your application, the Service Fee is not refundable. We are paid for the work performed, not for the outcome — and we cannot recover the embassy or government fees on your behalf. Where the refusal occurs through no fault of yours and the embassy permits, we will, on a case-by-case basis and at no additional Service Fee, prepare and submit one re-application. You remain responsible for any new Third-Party Fees.

5. Manpower & overseas recruitment

Manpower recruitment refunds are governed by the Overseas Employment and Migrants Act 2013 and rules issued by BMET. Where you have paid TravelZone a Service Fee for recruitment and you withdraw before signing the employment contract, the refund schedule in section 3 applies. Once an employer has issued a job offer and incurred visa or work-permit costs, those costs are not refundable. Refunds for the BMET smart-card fee, medical fee, and government training fee follow BMET's published rules.

6. MOFA attestation

Attestation Service Fees are refundable in full only if the work has not yet started. Once documents have been submitted to MOFA or to a verifying authority, neither the Service Fee for that document nor the MOFA fee itself is refundable. Urgent-processing surcharges are non-refundable once the urgent slot is booked.

7. How to request a refund

1. Email [email protected] with the subject line "Refund request", your case reference number, and the reason for cancellation.
2. Attach scanned copies of any payment receipts and identification.
3. We acknowledge receipt within 3 working days.
4. We review the request and confirm the refund amount in writing within 14 working days.
5. Approved refunds are paid to the original payment method (bKash, Nagad, or bank account) within a further 7 to 21 working days, depending on the channel.

8. Chargebacks & disputes

Please raise any concern with us before initiating a chargeback or formal complaint. Unwarranted chargebacks against legitimately delivered services may be contested with the payment provider and, where appropriate, pursued through the courts of Sylhet. Where a dispute cannot be resolved bilaterally, either party may refer the matter to the National Consumer Rights Protection Department under the Consumer Rights Protection Act 2009.

9. Force majeure

We are not liable to refund Service Fees, and we cannot recover Third-Party Fees, where performance is prevented or delayed by events beyond our reasonable control — including but not limited to embassy closures, war, civil unrest, pandemics, government policy changes, natural disasters, or interruption of essential services.

10. Contact

Refund queries: TravelZone BD, 40/7, Moushumi R/A, Kumarpara, Sylhet — [email protected] — +880 1711-236484.