Legal
Refund Policy
Last updated
You can have your money back for thirty days from purchase. That is the whole rule; the rest of this page explains how it works rather than narrowing it.
It applies after issue
A refund is not voided by the document having already been generated, downloaded or used. Digital goods are often sold final-sale; this one is not.
If we miss the delivery moment
Every order quotes a specific delivery time before you pay, fixed at purchase. If your documents arrive later than that, you are entitled to a full refund and you do not have to argue the case.
If something is wrong with the document
Tell us and we will correct and reissue it at no charge, usually faster than a refund would clear. If you would rather have the money, you can have that instead.
If a rental desk or official refuses it
Tell us what you were told and we will refund you. We cannot control a third party's decision, which is exactly why we carry the cost of it rather than you.
What we will not do
We will not substitute store credit or a voucher for a refund, we will not refund in a different currency from the one you paid, and we will not require you to escalate publicly before honouring this.
How it is paid
Back to the original payment method through Stripe, in the currency you paid, typically within five to ten business days depending on your bank. We keep no part of the fee.
How to ask
Email support@vialy.org with your order number. A reason helps us fix the underlying problem but is not a condition of the refund.