Refund Policy

1. Introduction

Effective date: 20 May 2026Last updated: 20 May 2026

This Refund Policy is operated by THE CLOUDOPS LTD, a UK private limited company registered in England and Wales under company number 17112198, with its registered office at Work.Life Manchester, Core 30, Brown Street, Manchester, England, M2 1DH, United Kingdom. We trade as VisaToCambodia and operate the website visatocambodia.com.

This policy applies to all eVisa applications submitted through visatocambodia.com. It sets out when you are entitled to a refund, how much you can recover, how to request a refund, and how long it takes. We believe in being transparent about money, so this policy distinguishes clearly between the two separate amounts you pay: the government fee and our service fee. By using our service you accept the terms set out below. This policy should be read together with our Terms and Conditions and our Privacy Policy.

We have written this policy in plain language because refunds are one of the most common reasons travellers contact us. We want you to be able to read it once, understand exactly what you paid for, and know in advance what to expect if your circumstances change. We do not make a money-back guarantee, and we are careful never to promise a visa outcome that is decided by the Cambodian government rather than by us. Instead, we make specific commitments about the part of the process that we control — our own service — and we honour those commitments consistently.

2. Understanding Our Fees

When you apply through VisaToCambodia, the total amount you pay is made up of two distinct components. Understanding the difference between them is essential to understanding what is and is not refundable.

A) The Government Fee. This amount is paid to the Royal Government of Cambodia and is set by the Cambodian Ministry of Foreign Affairs and International Cooperation (MFA). The current government fees are USD 30 for a Tourist eVisa and USD 35 for a Business eVisa. These amounts are determined by the Cambodian government and may change at the government's discretion. We collect this fee on your behalf at checkout and pass it on, in full, to the government when your application is submitted. Because the money is no longer ours once it is submitted, the government fee is non-refundable once an application has been lodged with the Cambodian authorities.

B) Our Service Fee. This amount is paid to THE CLOUDOPS LTD for the professional service we provide. It covers the review of your application for accuracy and completeness, the processing and secure submission of your application, customer support before and after submission, the formatting and handling of your photographs and supporting documents, and our guidance on the Cambodia e-Arrival process and entry requirements. Unlike the government fee, our service fee is refundable under the conditions described in the section below, because it relates to work we control.

To put it simply, the government fee is money we hold only briefly before passing it to Cambodia, while the service fee is what you pay us for our expertise and time. When you ask for a refund, we always look at both components separately. This is why a single application can result in a full refund of one component and no refund of the other, depending on how far the application has progressed. Keeping the two amounts separate in your mind is the best way to understand every decision in this policy.

3. Service Fee Refund Conditions

The refund you can claim on our service fee depends on the stage your application has reached. The table below summarises the most common scenarios. Where a partial refund applies, you receive 50% of the service fee back.

These conditions are deliberately specific so that you know exactly where you stand at every stage. If your situation is not covered above, contact us and we will assess it fairly and in good faith.

4. Government Fee Refund Policy

The government fee is non-refundable in all cases once your application has been submitted to the Royal Government of Cambodia. This is not a commercial decision on our part — it reflects how the fee works:

• The government fee is paid in full to the Cambodian government, not retained by us.
• The Cambodian government does not refund visa fees once an application is lodged, regardless of the outcome.
• This applies even where the application is rejected, where you cancel after submission, or where a duplicate application has already reached the government.

Our exception. If we fail to submit your application — for example, because of a technical fault on our side or because we never lodge it with the government — then we refund both the government fee and our service fee. In that situation the government fee never reached the Cambodian authorities, so we return it to you from our own funds.

5. Rejected Visa Applications

The approval of a Cambodia eVisa is at the sole discretion of the Royal Government of Cambodia. We prepare and submit your application professionally, but we cannot and do not guarantee approval. Where an application that we correctly prepared and submitted is rejected:

• The government fee is not refunded, as it has been paid to the government.
• The service fee is not refunded, as our work — reviewing, processing, and submitting your application — was completed in full.
• If the rejection was caused by a fixable error on our part, such as an incorrectly formatted photograph or document, we will re-submit your application free of our service fee.
• Where a second submission requires a fresh government fee, that further government fee is payable by you.

Because approval rests entirely with the Cambodian government, we make no approval guarantee and we never describe our service as a money-back guarantee.

Most rejections arise from issues with the information or documents an applicant provides, such as a photograph that does not meet the official specification, a passport with insufficient validity, or details that do not match the supporting documents. Where the cause is something we could reasonably have caught and corrected during our review, we treat it as our responsibility and re-submit at no further service charge. Where the cause is information only you could have known or supplied accurately, the rejection is not attributable to our work and our service fee remains payable. In every case we explain the reason for the outcome clearly so that any re-submission has the best possible chance of success.

6. Chargeback Policy

If you have a problem with a payment, please contact us before initiating a chargeback with your bank or card issuer. Email contact@visatocambodia.com and we will respond within 48 hours. A direct request is almost always faster than a chargeback and avoids unnecessary fees and delays for both parties.

Where a chargeback is raised without justification — for example, after a service has been fully delivered or a visa correctly submitted — we reserve the right to refuse future service, to recover the fees and any associated costs through lawful means, and to report the matter to fraud-prevention networks and authorities where the law permits. We keep full documentation of every application, including timestamps, submissions, and correspondence, so that we can properly defend any disputed transaction.

Raising a chargeback for a service that was correctly delivered can also delay any legitimate refund you may be entitled to, because the funds become locked in the dispute process managed by your bank and the card networks. Working with us directly is therefore not only faster but usually results in a clearer and more favourable outcome for you. We are reasonable, we document everything, and we genuinely want to resolve every dispute fairly.

7. How to Request a Refund

1. Email contact@visatocambodia.com with the subject line REFUND REQUEST.
2. Include your order or application ID, the email address you used to apply, the reason for the request, and any supporting documents (for example a rejection notice or proof of a duplicate charge).
3. We review your request within 2 to 3 business days of receiving it.
4. We confirm our decision by email, explaining the outcome and amount where applicable.
5. Approved refunds are processed within 5 to 7 business days.
6. Refunds are returned to your original payment method.

8. Processing Time for Refunds

Once we receive a complete refund request, the timeline is generally as follows:

• Decision: 2 to 3 business days for us to review and decide.
• Processing: 5 to 7 business days for us to initiate the approved refund.
• Bank receipt: a further 3 to 10 days for your bank or card issuer to post the funds to your account.
• Total: 10 to 21 business days is the typical end-to-end timeline.

The final posting time depends on your bank and is outside our control once we have initiated the refund. We will provide a reference you can use to follow up with your bank if needed.

9. Currency and Exchange

All refunds are issued in the same currency in which the original payment was made. The refund amount equals the amount you actually paid; we do not provide compensation for changes in foreign exchange rates between the date of payment and the date of refund. Any foreign transaction fees, currency conversion charges, or similar costs applied by your bank or card issuer are not refundable by us, as they are charged by your provider rather than by VisaToCambodia.

10. Duplicate Applications

Our system automatically detects duplicate applications and duplicate payments for the same traveller and trip. Where a duplicate is identified:

• The duplicate service fee is refunded in full.
• The duplicate government fee is refunded provided the duplicate application has not already been submitted to the government.
• We notify you of the duplicate and the action taken within 24 hours of detection.

11. Special Circumstances

We assess the following circumstances compassionately and on a case-by-case basis. Supporting documentation is required in each case.

• Death of the applicant. Our service fee is refunded in full on receipt of a death certificate. The government fee is refunded only in accordance with Cambodian government policy.
• Medical emergency. Our service fee is refunded with appropriate medical documentation. Whether the government fee can be refunded depends on whether the application had already been submitted to the government.
• Force majeure. Events outside reasonable control — such as natural disasters, conflict, or border closures — are reviewed individually, with supporting documentation, to determine a fair outcome.

12. Consumer Rights (UK)

Nothing in this policy affects your statutory rights as a consumer. As a UK company, THE CLOUDOPS LTD provides services in accordance with the Consumer Rights Act 2015, which requires services to be performed with reasonable care and skill. Your additional rights under applicable consumer law are unaffected by this policy.

For digital services, a 14-day cooling-off period may apply where the service has not yet begun. You have the right to cancel before processing has started. Where you ask us to begin processing immediately and we do so, your cancellation rights are reduced to reflect the work already carried out, as set out in the service fee conditions above.

13. Dispute Resolution

If you disagree with a refund decision, you can escalate it. Email contact@visatocambodia.com using the subject line REFUND APPEAL and include any additional documentation that supports your case. A senior member of our team will review your appeal and respond with a final decision in writing within 7 days.

If the matter remains unresolved, you may seek external assistance:

• United Kingdom: contact Citizens Advice.
• European Union: use the EU Online Dispute Resolution platform at https://ec.europa.eu/odr.
• Other countries: contact your local consumer protection authority.

This policy is governed by the laws of England and Wales.

14. Changes to Refund Policy

We may update this Refund Policy from time to time to reflect changes in our service, payment processes, or legal requirements. Any changes apply to applications made after the update takes effect. Applications submitted before an update remain governed by the policy that was in force at the time of submission. The "Last updated" date at the top of this page always shows when the policy was last revised.

15. Contact Information

For refund requests and appeals, please email us using the appropriate subject line so we can route your message quickly:

• Refund requests: contact@visatocambodia.com — subject line REFUND REQUEST.
• Refund appeals: contact@visatocambodia.com — subject line REFUND APPEAL.
• eVisa delivery and status: evisa@visatocambodia.com.

See also our Terms and Conditions and Privacy Policy.