Policies & legal information

Service Delivery, Cancellation & Refund Policy

Last updated: October 22, 2026

A. SERVICE DELIVERY POLICY

1. Scope

This policy applies to the Vietnam electronic visa (e-Visa) support service that customers order on the website https://vietentry.com and the VietEntry app on iOS and Android. VietEntry provides an online service: receiving information, checking documents, preparing and submitting the e-Visa application, tracking it and sending the result to the customer. VietEntry does not deliver physical goods.

2. How the service is provided

• The customer fills in their information, uploads a passport photo and a portrait photo, selects the visa type and processing time, and then pays on the website or app.
• After successful payment, the customer receives a confirmation email with an application tracking code. The customer can follow the application status in their account, in the app or on the Application status page.
• When Vietnam’s immigration authorities issue the visa, VietEntry sends the e-Visa file by email and displays it in the customer’s account and app.
• If the application needs additional documents or corrections, VietEntry notifies the customer by email, in-app notification or phone.

3. Service delivery time

The estimated processing time depends on the option the customer chooses and is clearly displayed before payment (for example, Standard: 3–5 business days). Time is counted in business days in Vietnam, excluding Saturdays, Sundays and public holidays. The confirmation screen and the email after payment state the estimated date of the result.

The time above is an estimate, not the official processing deadline of state authorities. An application may take longer when additional documents are needed, when the competent authorities require further verification, or due to force majeure. Granting or refusing a visa is within the authority of Vietnam’s immigration authorities; VietEntry does not guarantee that a visa will be granted.

4. VietEntry’s responsibilities

• Check the information and documents provided by the customer, and notify the customer promptly of any omissions found before submitting the application.
• Submit the application with exactly the information the customer has confirmed and track its progress.
• Update the application status and send the result to the customer through the channels listed above.
• Take responsibility for remedying an application that is incorrect or delayed due to VietEntry’s error (see section B.2.4).

5. Customer’s responsibilities

• Provide accurate, truthful and valid information and documents; check the information carefully before confirming and paying.
• Provide additional documents when requested and keep an eye on emails and in-app notifications.
• Take responsibility for errors arising from inaccurate information they provided.

6. In case of delay or missing information

If you do not receive the confirmation email or the result, please also check your spam folder, look up your application using your email and tracking code, and then contact VietEntry. We will check the transaction and the application status and resend the information to you.

B. SERVICE CANCELLATION AND REFUND POLICY

1. What the customer’s payment consists of

• Government fee: the amount VietEntry collects on the customer’s behalf and pays to Vietnam’s immigration authorities when submitting the application. Once paid, state authorities do not refund this amount, whatever the result.
• Service fee: the amount paid to VietEntry for checking documents, preparing and submitting the application and supporting the customer.

The two amounts are shown separately before the customer pays.

2. Conditions for cancellation and refund

2.1. Application not yet submitted

The customer may cancel the service at any time before VietEntry submits the application to the competent authorities and will receive a full refund of the amount paid.

2.2. Application already submitted

The government fee is not refunded because it has been paid to the state authorities. The service fee is not refunded because the work has been performed.

2.3. Application refused

The decision to grant or refuse a visa is within the authority of Vietnam’s immigration authorities. If the application is refused, the government fee and the service fee are not refunded, because the service fee pays for the support work, not for the result. VietEntry will inform the customer of the reason (if the competent authorities provide one) and help the customer consider whether to reapply.

2.4. Errors attributable to VietEntry

If an application is incorrect or delayed due to VietEntry’s error (entering wrong information, omitting documents that were provided, missing deadlines), we will remedy it at our own expense: resubmitting the application and paying the new government fee ourselves, or refunding the full service fee if the customer prefers.

3. Procedure for requesting cancellation and refund

1. The customer sends a request by email to support@vietentry.com or calls +84 373 690 081, stating the application ID or tracking code, the email used to order the service and the reason.
2. VietEntry checks the application status, the payment status and any costs already incurred.
3. VietEntry notifies the customer of the outcome and the refund amount (if any) within 5 business days of receiving complete information.
4. Refunds are made to the original card or payment method, in the same currency as the payment.

4. Time to receive the refund

After VietEntry issues a refund, the bank or card issuer usually needs a further 5–10 business days for the amount to appear in the customer’s account. If the bank converts currency, the amount received may differ slightly because the exchange rate on the refund date differs from that on the payment date.

5. Notes

• Cancelling an application in the account does not automatically return the money; every refund is reviewed and made by VietEntry, so please send a request as described in section 3.
• This policy does not limit the customer’s right to complain or other lawful rights of the customer under Vietnamese law.

6. Contact information

• VIETENTRY TECHNOLOGY COMPANY LIMITED (CÔNG TY TNHH VIETENTRY TECHNOLOGY)
• Enterprise code (tax code): 0402356140, first issued on 11 September 2026 by the Business Registration Office – Department of Finance of Da Nang City
• Address: Lot C4, Royal Era 1 Commercial and Service Urban Complex, An Thuong 31, Ngu Hanh Son Ward, Da Nang City, Vietnam
• Phone: +84 373 690 081
• Email: support@vietentry.com
• Website: https://vietentry.com · VietEntry app on the App Store and Google Play