Refund Policy

General refund rule

Payments become non-refundable once we have begun processing, submitted an application, issued a ticket, confirmed a reservation or paid a third-party supplier, except where that supplier's rules or mandatory law expressly provide otherwise.

A payment confirms that you have reviewed and accepted the quoted service, traveller or applicant details, and the cancellation and refund conditions communicated for that service.

Airline tickets and travel bookings

• After a ticket is issued or booking is confirmed, the airline or supplier's fare rules control whether any cancellation, change, credit or refund is available.
• Non-refundable fares, no-shows, missed flights, partially used tickets and expired travel credits are not refundable by LEO TRAVELS.
• Where a supplier approves a refund, we return only the amount actually received from that supplier, after any airline penalties, non-refundable taxes, payment costs and our disclosed service or processing fees.
• Schedule changes, delays and cancellations caused by an airline remain subject to that airline's remedies and applicable law. We will reasonably assist with the request but cannot pay a refund before receiving it from the supplier.

Visa and immigration-related services

• Visa, entry-permit, status-change, residency, medical, insurance, translation, attestation, courier, government and professional service payments are non-refundable once preparation or processing has started or the application has been submitted.
• Fees are not refunded because an application is refused, delayed, withdrawn, returned for more documents, made unnecessary by changed plans, or affected by an applicant's eligibility, travel history or inaccurate or incomplete information.
• Government or authority fees and third-party charges can be refunded only if the relevant body approves and returns them. A refundable security guarantee, if any, is treated separately under the authority's conditions.
• LEO TRAVELS provides assistance and processing support; no payment guarantees approval, processing time, entry, employment or any decision by an authority.

Service and consultation fees

Consultation, administration, booking, document review, application preparation, urgent handling, communication and other service fees compensate work performed and are non-refundable once that work begins. Supplier refunds do not automatically include our service fees.

Requests made before processing

If you request cancellation before any work, reservation, submission or supplier payment has started, we will review the request. Any approved refund may exclude payment-provider charges, currency losses and reasonable work already completed. Approval is subject to the specific quotation and applicable law.

Duplicate payments and our errors

Contact us promptly about a duplicate payment, overpayment or an error made solely by LEO TRAVELS. Once verified, we will correct it or return the eligible amount through an appropriate payment method. This does not make supplier charges or completed services refundable.

How to request a refund

• Send the request through our official email or WhatsApp with the payer's name, invoice or booking reference, payment proof and reason for the request.
• We may request identity or bank details to prevent fraud and return funds to the original payer or payment method where reasonably possible.
• Supplier approval and processing times are outside our control. After we receive cleared supplier funds, eligible refunds are normally initiated within 7–14 business days; banks may take longer to post them.

Payment disputes and applicable law

Please contact us first so we can investigate. Starting a payment dispute does not cancel a valid booking, application or payment obligation, and we may provide booking, consent and service records to the payment provider.

Nothing in this policy excludes a refund, remedy or consumer right that cannot lawfully be excluded. If a specific supplier rule or mandatory law gives you greater rights, that rule or law will apply to the relevant amount.