Propellus Cancellation & Refund Policy
Effective date: 17 July 2025
- Order Cancellation — Visa processing begins as soon as payment is confirmed; once an application has been submitted to a fulfilment partner or government authority it cannot be cancelled. Cancellations within twenty-four (24) hours of payment and before submission may be eligible for a refund of the Propellus service fee, less any non-recoverable payment-gateway charges.
- Refund Policy
a. No refund for embassy / government decisions — If an application is rejected, delayed or withdrawn by an embassy or government authority, all fees remain non-refundable.
b. No refund for customer error — No refund is available where incorrect, incomplete or fraudulent information or documents were supplied by the user.
c. Refund for Propellus / fulfilment-partner error — Where rejection or delay is caused solely by Propellus or its fulfilment partner, 100 % of the Propellus service fee will be refunded. Government or embassy fees are irrevocably paid once remitted and therefore remain non-refundable in all circumstances, including where the error is attributable to Propellus or its partners.
d. Responsibility for refunds — The party that processed your application (Propellus or a designated travel partner) is responsible for any eligible refund.
e. Refunds from third parties — Should government authorities or other suppliers reimburse fees to Propellus or its partners, the recovered amount will be passed on to you after deducting any non-recoverable costs.
f. Foreign-exchange variance — Refund amounts may differ slightly from the original charge owing to exchange-rate movements or card-issuer fees; Propellus has no control over such differences. - Refund Process — To request a refund, contact Propellus support or, if applicable, your travel partner’s support team and provide your order details with a clear description of the issue. Approved refunds are credited to the original payment method; for security reasons alternative destinations are not permitted. Propellus processes approved refunds within two (2) business days of approval, but banks and card issuers may take five to twenty (5–20) business days to post funds.
- Special Circumstances — No refund is provided for delays or cancellations caused by events beyond the reasonable control of Propellus or its partners, including force majeure, government shutdowns or natural disasters. If you believe your case merits special consideration you may escalate the matter to Propellus customer support; decisions on goodwill credits are at Propellus’s sole discretion.
- Contact Information — For any questions regarding cancellations, refunds or fulfilment responsibility, please email hello@propellus.co or write to Propellus Pte. Ltd., 1 North Bridge Road, #03-23, High Street Centre, Singapore 179094.
This Cancellation & Refund Policy forms part of, and should be read together with, the Propellus Terms & Conditions and other referenced policies.