Refund & Cancellation Policy

Last updated: 15 September 2026

This policy explains when you can cancel, what we refund, and how long it takes. It applies to everything you buy from VIETENTRY TECHNOLOGY COMPANY LIMITED (enterprise code 0402356140) through the VietEntry website and app. It forms part of our Terms of Service.

1. What your visa payment is made of

A visa order has two separate parts, and they behave differently:

Government fee — collected on behalf of the Vietnamese immigration authorities and paid to them. Once your application is lodged, this money is no longer ours and the authorities do not return it, whatever the outcome.
Service fee — what you pay VietEntry for checking your documents, preparing the application, lodging it, and supporting you.

Both amounts are shown separately before you pay.

2. Visa applications

Before we lodge your application

If you change your mind before we submit your application to the Vietnamese authorities, tell us and we will refund everything you paid, in full. Nothing has been spent yet.

After we lodge your application

The government fee is not refundable. It has already been paid to the authorities.
The service fee is not refundable, because the work has been carried out.

If your visa is refused

A refusal is not a failure of our service. The decision belongs entirely to the Vietnamese authorities, and neither the government fee nor the service fee is refunded in that case. This matches section 5 of our Terms of Service: our fee covers our assistance, not the outcome. We will always tell you the reason given, and help you decide whether to reapply.

If the mistake is ours

If your application fails or is delayed because of an error we made — a detail we mistyped, a document we failed to lodge, a deadline we missed — we fix it at our own cost. That means we re-lodge the application and pay the new government fee ourselves, or, if you prefer, we refund your service fee in full.

3. Tours, transfers and other travel services

More than 24 hours before the start time: free cancellation, refunded in full. This is the same promise shown on every tour page.
Within the last 24 hours, or not showing up: no refund. By that point the operator has already committed your place, guide and vehicle.
If we or the operator cancel, for any reason including weather or safety, you get a full refund — or you can move to another date at no extra cost.

Some services carry their own conditions set by the operator. Where those are shown on the product page or at checkout, they apply instead of the rules above, and we will always make them visible before you pay.

4. Digital products (eSIM and similar)

Digital products can be refunded any time before they are activated or before an activation code is issued to you. After activation they cannot be refunded, because they cannot be returned to the supplier. If a product does not work and the fault is not with your device, contact us and we will replace it or refund it.

5. How to ask for a refund

Email support@vietentry.com with your order or application number and a short description. You can also call +84 373 690 081.

Cancelling a booking inside the app or website marks it as cancelled, but it does not send the money back by itself. Any refund is reviewed and issued by our team, so please contact us as well — that way nothing is left waiting.

6. How long it takes

We review and decide on your request within 5 business days of receiving it.
Once we issue the refund, your bank or card issuer usually takes a further 5–10 business days to show it. That part is outside our control.
Refunds go back to the same card or payment method you paid with, in the original currency. We cannot redirect a refund to a different card or account.

Where your bank converted the currency, the amount you receive may differ slightly from the amount you paid, because the exchange rate on the refund date may not be the same. That difference is set by your bank, not by us.

7. If you disagree with our decision

Please contact us first — most problems are a misunderstanding we can fix quickly, and raising a dispute with your bank before talking to us usually makes the refund slower rather than faster. If we still cannot agree, you keep every right given to you by Vietnamese consumer-protection law and by the mandatory consumer rules of your own country of residence.

8. Contact

VIETENTRY TECHNOLOGY COMPANY LIMITED (CÔNG TY TNHH VIETENTRY TECHNOLOGY)
Enterprise code 0402356140
Lot C4, Royal Era 1 Commercial & Service Urban Complex, An Thuong 31, Ngu Hanh Son Ward, Da Nang, Vietnam
support@vietentry.com · +84 373 690 081