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Olaa Global Refund Policy
Effective Date: August 16, 2025
Our Commitment to You
At Olaa Global, we believe in being a trustworthy and professional partner in your immigration journey. Our refund policy is designed to be clear, fair, and simple. If things don’t go as planned, here’s how we handle refunds.
To request a refund, please have your proof of purchase or invoice ready.
When You Are Eligible for a Refund
There are three main situations where you can request a refund:
1. If You Are Not Eligible for the Service During our document verification stage, we may find that you are not eligible for the visa or permit you applied for. If this happens, we will notify you immediately and refund 95% of the total fee you paid.
2. If You Cancel Your Application If you change your mind and decide to cancel your application during our internal document verification process (before we have submitted it to the authorities), we will refund 95% of the total fee you paid.
3. If Your Application is Rejected by the Authorities This is handled in two ways, depending on the type of application:
- 3A. For Applications Where Government Fees are Separate: If your application passes our verification but is rejected by the embassy, consulate, or immigration office, we will refund 95% of our service fee. Please note that any fees paid directly to the government or issuing authorities are non-refundable, as we cannot get these back.
- Example: Your total payment is IDR 2,500,000. This includes a government fee of IDR 1,000,000 and our service fee of IDR 1,500,000. If your application is rejected, your refund would be 95% of our service fee (95% x IDR 1,500,000 = IDR 1,425,000).
- 3B. For Applications with an All-Inclusive Fee: If the application fee was all-inclusive and is later rejected, we will refund 95% of the total fee minus any non-refundable government charges. We will always provide a clear breakdown in this scenario.
Important Note for Applications Requiring an Appointment: To be eligible for a refund in case of rejection, all your documents must be completed and submitted to us at least 3 full working days before your scheduled appointment.
When a Refund Is Not Applicable
Please note that a refund will not be issued under these conditions:
- Refusal of Entry: If you are granted a valid visa but are denied entry into the destination country by an immigration officer at the border, a refund is not applicable. This decision is at the full discretion of the border authorities.
- Third-Party Bookings: If you purchased our services through a third-party agent or platform, their refund policy will apply. Please refer to the policy of the platform where you made the purchase.
How to Request Your Refund
- Contact Us: To start the process, simply email us at refund@olaaglobal.com with the subject line: “Refund Request – [Your Invoice ID]”. You can find your Invoice ID in your confirmation email or on your client dashboard.
- Confirmation: We will review your request based on the conditions above and notify you via email once it’s approved.
- Processing: Once approved, we will process your refund within 3 working days. Please note that it may take additional time for your bank or credit card company to post the funds to your account.
If you haven’t received your refund within 15 business days after our approval email, please contact us again at the same email address.
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