Refund & Cancellation Policy

What you are paying for

Kairsa charges a single amount at checkout, made up of clearly separated parts. Which parts come back to you depends on how far the application has travelled, because Kairsa has already paid some of them onward.

• Government fee — the visa fee charged by the destination country's authority. Once an application is lodged this has been paid to that authority and cannot be recovered.
• Processing fee — what our visa-processing partner charges to prepare and lodge the application.
• Platform fee — what Kairsa charges for the service. This is the part covered by the on-time guarantee.
• Package fee — charged only where Kairsa arranges an Umrah package (Nusuk/MOFA) on your behalf.

The exact split for your application is shown before you pay and again on your GST tax invoice.

Cancellation and refund by stage

You can request cancellation at any time from your dashboard, or by contacting support. What is refunded depends on the stage the application has reached at the moment you cancel:

• Draft — the application has not been submitted. Full refund of everything you paid, including the government fee.
• Documents pending — you have paid but the document set is incomplete, so nothing has been lodged. Full refund of everything you paid.
• Submitted — the application is with our processing partner and the government fee has been paid onward. The Kairsa platform fee is refunded in full. The government, processing and package fees are not refundable.
• Under review — the destination country's authority is assessing your application. Nothing is refundable at this stage, because every component has been spent. You may still cancel to close the application, but no money is returned.
• Approved, rejected or delivered — the service has been performed and no refund applies. A visa refusal by the authority is a decision of that authority, not a failure of the service, and government fees are not returned to us.

The policy applied to your cancellation is recorded against the refund itself, so any amount can be explained line by line rather than merely asserted.

The on-time guarantee

Every processing speed carries a promised delivery date, shown before you pay. If Kairsa misses that date, the platform fee is refunded automatically to your original payment method — you do not need to ask, and the application continues to be processed.

Government, processing and package fees are not covered by the guarantee, because they have been paid to the authority and to our partner regardless of timing.

How refunds are paid

Refunds are always returned to the original payment method used at checkout. We cannot redirect a refund to a different card, account or person.

Kairsa initiates the refund with the payment gateway immediately on approval. Once initiated, the time to appear on your statement is controlled by your bank or card issuer and is typically 5 to 7 working days, occasionally longer for international cards.

A credit note is issued against the original tax invoice for every refund, reversing the GST charged in proportion to the amount returned. Both documents are available from your dashboard.

How to request a cancellation

Sign in, open the application from your dashboard, and choose Cancel. The refund due under the stage table above is shown before you confirm.

If you cannot access your account, write to support@kairsa.com from the email or phone number on the application, quoting the application reference number.

We acknowledge cancellation requests within one working day and complete them within three.

Disputes

If you believe a refund has been calculated incorrectly, write to grievance@kairsa.com with the application reference. Our grievance officer responds within seven working days.

Please contact us before raising a chargeback with your bank. A chargeback freezes the amount for weeks and we can usually resolve the underlying issue faster.