We know the anxiety of waiting on a visa. So every route on Vistolane shows a decision date before you pay, and if a delay is on us, you get the full service fee back and the visa when it arrives.
Example, UK Standard Visitor
Decision by Fri 3 Oct
Refunds go to the original payment method within 7 working days of a confirmed claim.
Every route shows a guaranteed decision date on the checkout screen. It is set from the consulate's published window, the current queue for your nationality, seasonal load and embassy holidays. If we cannot commit to a date, we tell you so and you can still apply without the guarantee.
From payment to decision, every stage is timestamped in your Vistolane account: document check, submission, biometrics, decision. You see exactly where the file sits and how many days remain.
If the decision arrives after the guaranteed date and the delay is on us, we refund 100% of the Vistolane service fee to the original payment method within 7 working days. You still get the visa when it arrives. Government and courier fees are paid to third parties and are not refundable by anyone.
When we are late we say so, refund the fee, and change the process. Recent misses and what changed:
Singapore e-Visa, passport pickup
Courier hand-off failed at the weekend. We now book Monday-safe slots only.
Vietnam e-Visa, name correction
A spelling fix was requested after submission. Corrections now reset the clock, and we say so up front.
Oman tourist visa, public holiday
A national holiday was announced with two days' notice. Holiday calendars now sync daily from each authority.
Illustrative cases from the pilot programme. Names withheld.
Read this before you rely on the guarantee. Where this summary and the Terms of Service differ, the Terms prevail.
Need help?
Ask about your date, your documents or whether the guarantee applies to your route. Free, no card needed.
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