Cancellation & Refund Policy

Last Updated: September 2026

1. Introduction

This Cancellation & Refund Policy explains how cancellations, refunds and related charges are handled for services provided or arranged by JSGROUP.

Refund eligibility may vary depending on the type of service, the stage of processing and the cancellation rules of the relevant third-party provider.

2. General Cancellation Rules

Customers who wish to cancel a service should contact JSGROUP as soon as possible.

Cancellation requests should include the customer's name, service details and payment or booking reference where available.

The date and time on which JSGROUP receives the cancellation request may be used when determining applicable cancellation conditions.

3. Visa Services

Visa-related services may involve government fees, embassy fees, application charges, appointment fees, document-processing costs and JSGROUP service charges.

Once an application, appointment, document-processing service or other paid service has started, certain amounts may no longer be refundable.

Where a government authority or third-party provider has its own refund rules, those rules will apply to the relevant amount.

4. Visa Application Service Charges

JSGROUP service charges are generally related to the work performed in connection with the requested service.

Depending on the stage of the service, these charges may include consultation, document review, application assistance, appointment assistance, administrative work or other support.

If work has already been performed before a customer requests cancellation, the amount refundable, if any, may be reduced by charges for services already completed.

5. Flight Bookings

Flight cancellations and refunds are subject to the fare rules and conditions of the applicable airline or booking provider.

• Some fares may be refundable.
• Some fares may be partially refundable.
• Some fares may be non-refundable.
• Airline cancellation or change fees may apply.
• JSGROUP service or administrative charges may also apply.

Where an airline cancels or significantly changes a flight, available options will depend on the airline's applicable rules and the specific ticket conditions.

6. Hotel Bookings

Hotel cancellation and refund conditions depend on the hotel's rate type and booking conditions.

• Free-cancellation rates may have a specified deadline.
• Non-refundable rates generally cannot be refunded.
• Late cancellations may result in charges.
• No-shows may be subject to the hotel's applicable policy.
• Taxes and fees may be treated differently depending on the provider.

The cancellation terms applicable to the specific booking should be checked before confirming the reservation.

7. Tour Packages

Cancellation of a tour package may involve charges from hotels, airlines, transportation providers, activity providers, guides and other suppliers.

Any refund will depend on the booking conditions communicated for the particular package.

If individual components of a package are non-refundable, those amounts may be deducted from any applicable refund.

8. Travel Insurance

Travel insurance cancellation and refund conditions are governed by the relevant insurer and the insurance policy purchased.

Insurance premiums may be non-refundable after a policy becomes active or after certain events occur, depending on the insurer's terms.

9. Airport Transfer Services

Airport transfer cancellation terms may depend on the transport provider and the time of cancellation.

Late cancellations, missed pickups or no-shows may result in partial or no refund depending on the applicable booking conditions.

10. Government and Third-Party Fees

Government fees, embassy fees, immigration fees, airline charges, hotel charges, insurance premiums and other third-party payments may be non-refundable.

JSGROUP cannot guarantee a refund of an amount that has already been paid to a government authority or third-party provider where that authority or provider does not allow refunds.

11. Refund Eligibility Summary

12. Non-Refundable Situations

Subject to applicable law and specific booking conditions, refunds may not be available in situations including:

• Customer changes their travel plans after a non-refundable booking.
• Visa application has already been submitted and applicable fees have been paid.
• Government or embassy fees are not refundable.
• Airline or hotel terms prohibit refunds.
• A customer fails to provide required information within a required timeframe.
• A customer provides incorrect or incomplete information.
• A customer does not attend a confirmed appointment.
• A customer does not travel or fails to use a confirmed service.
• Third-party suppliers have already delivered the service.

13. Refunds After Supplier Cancellation

If a third-party provider cancels a service, JSGROUP will assist with available options according to the provider's rules.

The amount refunded, replacement service or credit offered may depend entirely on the supplier's policy.

14. Refund Request Process

To request a cancellation or refund, please contact JSGROUP through WhatsApp or another official communication channel.

1. Send your cancellation/refund request.
2. Provide your name and booking/service reference.
3. Explain the reason for the cancellation where relevant.
4. JSGROUP will review the applicable service conditions.
5. We will communicate the applicable refund or cancellation terms.
6. If a refund is approved, it will be processed through the applicable payment method or procedure.

15. Refund Processing Time

Refund processing time can vary depending on the payment method, bank, airline, hotel, insurer, government authority or other third-party provider involved.

Once JSGROUP has confirmed that a refund is payable, the customer may be informed of the applicable processing timeline.

Delays caused by banks, payment processors, airlines, hotels, government authorities or other third parties may be outside JSGROUP's direct control.

16. Refund Method

Where possible, approved refunds will generally be returned using the original payment method or another mutually agreed method, subject to payment-provider requirements.

Additional bank or payment-provider charges may apply where permitted and applicable.

17. Incorrect or Duplicate Payments

If you believe that you have made a duplicate payment or an incorrect payment, please contact JSGROUP promptly with the relevant transaction details.

Any refund will be reviewed against payment records and the applicable service conditions.

18. Visa Refusal

A visa refusal does not by itself mean that all amounts paid by the customer are refundable.

Government fees, embassy fees, appointment fees, third-party charges and service fees may be subject to separate rules.

19. Changes to This Policy

JSGROUP may update this Cancellation & Refund Policy from time to time to reflect changes in our services, supplier requirements or applicable legal requirements.

The latest version published on this page will apply to future requests unless otherwise required by applicable law or an applicable booking agreement.

20. Contact Us

For cancellation or refund requests, please contact JSGROUP as soon as possible.