Refund Policy
Last updated: January 15, 2024
1. Overview
At Rama Travels, we are committed to providing high-quality study abroad and visa services. This refund policy outlines the terms and conditions for refunds of our services. We strive to ensure customer satisfaction while maintaining fair and transparent refund practices.
2. General Refund Principles
Service Quality Commitment
We are committed to providing excellent service quality. If you are not satisfied with our services, we will work with you to address your concerns and, where appropriate, provide refunds according to this policy.
Transparency
All refund terms are clearly communicated before service commencement. We ensure that you understand our refund policy before making any payments.
Fair Treatment
We treat all refund requests fairly and consistently, considering the specific circumstances of each case while adhering to our established policies.
3. Refund Eligibility by Service Type
Consultation Services
Full Refund (100%)
- • Cancellation before consultation
- • Service not provided as agreed
- • Technical issues preventing service
Partial Refund (50%)
- • Cancellation during consultation
- • Client dissatisfaction with advice
University Application Services
Full Refund (100%)
- • Cancellation before application submission
- • University rejection due to our error
- • Service not provided as agreed
Partial Refund (25-75%)
- • Cancellation after application submission
- • University rejection (not our error)
- • Client changes mind after work done
Visa Application Services
Full Refund (100%)
- • Cancellation before application submission
- • Visa rejection due to our error
- • Service not provided as agreed
No Refund
- • Visa rejection (not our error)
- • Client provides false information
- • Application submitted successfully
Test Preparation Courses
Full Refund (100%)
- • Cancellation before course starts
- • Course cancellation by us
- • Technical issues preventing access
Pro-rated Refund
- • Cancellation during course
- • Unused course materials
- • Missed sessions (with notice)
4. Non-Refundable Items
The following items and services are non-refundable:
- • Third-party fees (university application fees, visa fees, test registration fees)
- • Document translation and certification fees
- • Travel and accommodation bookings
- • Services already completed and delivered
- • Administrative fees for processing refunds
- • Services cancelled due to client misconduct or fraud
- • Services where client provided false or misleading information
5. Refund Process
Step 1: Refund Request
To request a refund, you must:
- • Submit a written refund request
- • Include your full name and contact information
- • Provide the service reference number
- • State the reason for the refund request
- • Include any supporting documentation
Step 2: Review Process
We will review your refund request within 5-7 business days:
- • Verify service details and payment
- • Assess refund eligibility
- • Calculate refund amount
- • Consider any applicable deductions
Step 3: Refund Processing
If approved, refunds will be processed:
- • Within 10-15 business days
- • To the original payment method
- • Minus any applicable fees
- • With confirmation email sent
6. Refund Timeline
| Service Type | Processing Time | Bank Transfer | Credit Card |
|---|---|---|---|
| Consultation | 5-7 days | 3-5 days | 5-10 days |
| Application Services | 7-10 days | 3-5 days | 5-10 days |
| Test Preparation | 5-7 days | 3-5 days | 5-10 days |
| Visa Services | 10-15 days | 3-5 days | 5-10 days |
7. Special Circumstances
Force Majeure
In cases of force majeure (natural disasters, government actions, pandemics, etc.), we may offer alternative solutions or refunds at our discretion, considering the circumstances and costs already incurred.
Service Cancellation by Us
If we cancel a service due to circumstances beyond our control, we will provide a full refund or offer alternative services at no additional cost.
Client Health Issues
For health-related cancellations, we may offer partial refunds or reschedule services, subject to medical documentation and our discretion.
8. Dispute Resolution
Internal Resolution
If you disagree with our refund decision, you may request a review by our management team. We will respond within 5 business days with a final decision.
External Mediation
If internal resolution is unsuccessful, you may seek mediation through consumer protection agencies or legal channels as provided by Rwandan law.
9. Contact Information
For refund requests or questions about this policy, please contact us:
Rama Travels
- 📍 KN 4 Avenue, Kigali, Rwanda
- 📞 +250-788-123-456
- 📧 refunds@ramatravels.com
- 🌐 www.ramatravels.com
Refund Department
- 📧 refunds@ramatravels.com
- 📞 +250-788-123-458
- ⏰ Mon-Fri: 8:00 AM - 6:00 PM