1. Scope of Policy
This policy applies to all paid services on the ElWijha platform: the visa assistance service, TCF packs (14, 30 or 60 days) and credits. All payments are one-time; there is no recurring subscription and no automatic charge.
2. Visa Assistance Service
Before processing begins: You can cancel your request and receive a full refund if processing of your file has not yet started. The cancellation request must be submitted within 24 hours of payment.
After processing begins: If we have started processing your file (document review, file preparation), 30% of the amount is retained as processing fees, and the remainder is refunded.
After service completion: Once the file preparation is completed and delivered to you, no refund is issued. The service provided is document preparation assistance, regardless of the visa application outcome.
IMPORTANT NOTICE: Visa refusal by the embassy or consulate is not grounds for a refund, as our service is limited to file preparation assistance and we do not guarantee the outcome of the application.
3. TCF Packs
TCF packs are paid once and give access to the content for 14, 30 or 60 days. A pack ends automatically at the end of its duration: there is no automatic renewal, so there is nothing to cancel.
You may request a full refund within 7 days of purchase, provided you have not used more than 20% of the pack content.
After 7 days or use of more than 20% of the content, no refund is issued.
4. Credits
Credits are purchased once and do not expire. Your balance remains available as long as your account is active.
A credit purchase can be refunded within 7 days provided no credit from that purchase has been used. Used credits are non-refundable.
If an action paid with credits fails because of a technical problem on our side, the debited credits are returned to your account.
5. How to Request a Refund
To request a refund, please contact us via: Email: contact@elwijha.com, or through the support ticket system on the platform.
Please include: your full name, the email associated with your account, the transaction or order number, and the reason for the refund request.
6. Refund Processing Time
Refund requests are reviewed within 5 business days. If approved, the amount is transferred within 7-14 business days to the original payment method.
Payment processing fees charged by the payment provider (Stripe) are non-refundable.
7. Exceptional Cases
In case of a technical error on our part that prevented the correct delivery of the service, a full refund is issued regardless of timing.
In case of double payment or amount error, the amount is corrected and the difference is refunded immediately.
8. Contact
For any questions about the refund policy: Email: contact@elwijha.com.