1. Overview and Scope
This Refund & Cancellation Policy governs all consultancy, document auditing, appointment booking, itinerary generation, travel insurance, and holiday package services purchased through TRIPMAX LTD ("TripMax", "we", "us", or "our").
We are dedicated to delivering exemplary service and high approval rates for UK residents travelling to Europe and beyond. Because our services involve customized document drafting, legal audits, and reserved appointment allocations, this policy outlines the terms under which cancellations and refunds are granted.
2. Statutory Cancellation Rights (Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers generally have the right to cancel distance contracts within 14 calendar days of booking.
However, in accordance with Regulation 36, when you request TripMax to commence service immediately (e.g. initiating document compilation, vetting bank statements, or securing urgent appointment slots), you expressly consent to waive the 14-day statutory right to cancel once full performance has begun.
3. Visa Consultancy Service Refunds
- Prior to Dossier Review: If you request cancellation within 24 hours of payment and before any document review, drafting, or appointment hunting has begun, you will receive a 100% refund, minus any third-party payment processing fees incurred (such as Stripe card fees).
- After Dossier Review or Document Preparation Has Commenced: Once our specialists have commenced reviewing your documents, drafted custom consulate cover letters, or secured consulate appointments, our professional fees are non-refundable as customized intellectual and administrative labor has been expended.
- Visa Application Denials: TripMax maintains an industry-leading 98% approval rate. While consulates have ultimate sovereign jurisdiction over visa granting decisions, in the rare event of a visa refusal, TripMax will analyze your refusal notice and file a reinforced re-application or appeal completely free of consultancy charge. Professional fees for completed preparation work are non-refundable once an application has been lodged with the consulate or visa center.
4. Official Consular & VFS / TLS Fees
Official government consular visa fees and third-party visa application centre fees (e.g. VFS Global, TLScontact, BLS International) are statutory fees payable directly to sovereign authorities and outsourced centres. TRIPMAX LTD does not retain these statutory fees, and foreign consulates do not grant refunds once biometrics or dossiers have been received by the mission, regardless of the visa decision outcome.
5. Holiday Packages & Flights
For curated European or Dubai holiday packages:
- Airline tickets and hotel bookings are subject to the specific fare rules and cancellation policies of the respective airlines and accommodation providers.
- Where refundable fares are purchased, refunds will be credited back following deduction of the airline/hotel cancellation penalties and our nominal administrative re-processing fee .
- Non-refundable promotional hotel or flight rates cannot be refunded once issued.
6. Chargebacks and Stripe Payment Disputes
We value customer trust and transparency. If you experience an issue with your booking, we encourage you to contact our management team directly before initiating a bank chargeback. In the event of an unjustified chargeback, TRIPMAX LTD reserves the right to present complete evidence of delivered services, signed agreements, and communications to Stripe and your card issuer.
7. How to Request a Refund
To submit a cancellation or refund request, please contact our London accounts desk:
- Email: info@tripmax.co.uk (Subject: Refund Request - [Your Full Name])
- Telephone / WhatsApp: +44 7411 551435
- Post: Accounts Department, TRIPMAX LTD, Office 19141, 182-184 High Street North, East Ham, East Ham, London, E6 2JA, United Kingdom, E6 2JA
Approved refunds are processed via the original payment method through Stripe within 5 to 7 business days of written confirmation.