Refund Policy

At SchengenFile we want you to feel confident when ordering your visa document package. This Refund Policy sets out the specific circumstances in which we will issue a full or partial refund, and how to request one. This Policy forms part of our Terms of Service and applies to every order placed on schengenfile.com.

If we do not deliver your completed documents within the promised delivery window, you are entitled to a full refund of the amount paid for that order:

• Standard delivery: within 24 hours of successful payment and receipt of all required applicant information.
• Express delivery: within 3 hours of successful payment and receipt of all required applicant information.

The delivery clock starts only after (a) your payment is confirmed by our payment provider and (b) you have submitted all required applicant, travel, and add-on details. Time waiting for information from you is not counted toward the delivery window.

You may cancel your order and receive a full refund at any time before our team has begun preparing your documents. Once our team has actively started work on your file (which normally happens within minutes of receiving all required information), the order can no longer be cancelled for a full refund because time, third-party booking fees, and staff resources have already been committed.

Once documents have been delivered to your dashboard or emailed to you, they are considered supplied and are not refundable. This is because our documents are:

• Digital goods that cannot be "returned" once received;
• Personalised to your identity, passport, and travel plan;
• Prepared using paid third-party systems (flight PNRs, hotel bookings, insurance certificates) whose costs are incurred at the moment of issuance.

Downloading, viewing, or forwarding any delivered document constitutes acceptance of delivery.

If a delivered document contains an error caused by us — for example a typo we introduced when transcribing your details, a mistake in a date we generated, or a formatting problem — we will correct it free of charge, as many times as needed to make it right. Simply reply in your dashboard messages or email us within 14 days of delivery and we will fix it.

Please note that revisions to reflect changes you request after delivery (for example, changing travel dates, hotel city, or applicant details after the file has been issued) may require re-issuance of the underlying booking and may incur an additional charge equal to the third-party cost involved. Any such fee will be communicated to you for approval before we proceed.

Visa decisions — including approvals, refusals, and annulments — are made solely and exclusively by the consular authorities of the destination country, based on criteria that are outside our control. Consulates consider factors such as your travel history, ties to your home country, financial situation, purpose of travel, and other elements of your personal profile.

Because a visa rejection is not caused by our documents or our Service, refunds are not available in the event that your visa application is refused. This limitation is expressly disclosed in our Terms of Service and is a fundamental part of the nature of a document preparation service.

When a refund has been approved, we will process it within 3 business days. The refund is issued back to the original payment method used at checkout. Depending on your bank or card issuer, funds typically take 5 to 10 business days to appear on your statement after we send them. We are not responsible for delays introduced by your bank or card network.

To request a refund, please contact us in either of the following ways:

• Email support@schengenfile.com from the address associated with your account; or
• Open a message thread on the specific order inside your SchengenFile customer dashboard.

Please include your order number and a short description of the reason for the request. Our support team will review your case and respond within 24 hours (Saudi Arabia standard time), and we will confirm in writing whether a refund is approved before it is issued.

SchengenFile is operated by Trip360 Travel & Tourism Co., Riyadh, Kingdom of Saudi Arabia. For any question about this Refund Policy, please write to support@schengenfile.com.