Most of our services are paid in two parts: 70% when you book, and the remaining 30% when we file your application. What you can get back depends on how far your case has gone.
1. Before we start work
If you ask within 7 days of paying, and we have not started work on your case, we refund the full amount you paid, minus the card processing fee (about 3 to 4%).
2. After we start, before we file
Once we have started work on your case (reviewing your documents, preparing forms, or contacting any office on your behalf), we refund what you have paid minus a preparation fee equal to 30% of the package price, and minus any government fees already paid. The same applies if you ask after the 7 days in section 1.
If you cancel before we file, the remaining 30% is never charged.
3. After we file
Once your application has been filed with the authorities, our service fee is not refundable, because the work has been delivered. The remaining 30% is due as agreed when we file.
4. If your application is refused
Decisions on visas, work permits and residence cards are made by the Vietnamese authorities, and we cannot guarantee approval. The one exception is the job guarantee in the Teach in Vietnam Package, below.
- If a refusal is caused by a mistake on our side, we file again once at no extra service fee.
- If you were not eligible for the application, or the refusal has another cause, our service fee is not refundable. We can quote you separately for a new filing.
5. If we cannot deliver
If we cancel your service or are unable to deliver it, we refund everything you paid us, except government fees already paid to the authorities.
Government fees
Government and official fees are paid to the Vietnamese authorities on your behalf and cannot be refunded by us once paid.
Teach in Vietnam Package
We guarantee you a teaching job once you complete your TESOL, get your degree legalised, and file your visa, work permit and TRC in the right order and on time. If we cannot place you in Vietnam for any reason, we will relocate you for free to a teaching position in Thailand, Cambodia, South Korea, Japan or Costa Rica.
TESOL course fees are paid to the course provider and are not refundable once the course has started.
How to ask for a refund
Email info@xplorevietnam.org with your name and the email address you used to pay. Approved refunds are returned to the card you paid with, within 10 business days.
Payment disputes
Please contact us before disputing a payment with your bank. If a payment is disputed with the bank before you have contacted us, we cannot also offer a refund for it under this policy.
Your legal rights
Nothing in this policy limits any rights you have under the consumer laws where you live.