Scope
This policy applies to service fees paid directly to Orka. Embassy, visa-centre, government, translation, insurance, booking and licensed-partner charges are governed by the terms of the party that collected the charge or issued the service.
Cancellation and refunds
A policy tied to work completed.
This policy separates Orka service fees from amounts paid to external parties and explains how cancellation is handled at each stage of the service.
Last updated: 17 August 2026Cancellation before work begins
If the customer cancels before work begins, the Orka service fee paid will be refunded in full. The only exception is an amount already paid to an external party with the customer's approval; that amount follows the external party's policy.
Cancellation after work begins and before delivery
If work has begun but the service has not been fully delivered, we review the work completed and refund the unused portion of Orka's fee. On request, we provide a written breakdown of the work completed and how the refund was calculated.
After consultation or delivery
The correctly delivered portion of a consultation, assessment, file review or document-preparation service is non-refundable. If the service is incomplete or does not match the written scope, we will correct it at no extra charge or refund the affected portion as appropriate, without limiting statutory consumer rights.
Visa refusal or appointment delay
Visa refusal, appointment unavailability or an authority's delay does not by itself create a refund for an Orka service that was correctly delivered, because those outcomes are outside Orka's control. Any undelivered portion of Orka's service remains refundable.
External charges
Amounts paid to an embassy, visa centre, government authority, translator, insurer, tourism company or other provider are refundable only to the extent that provider approves a refund. If Orka receives a refund on the customer's behalf, it will be returned after receipt and reconciliation.
Cancellation by Orka
If Orka cannot complete the service and cancels it, we refund the fee for the undelivered portion. We will also cooperate in requesting any refundable external amounts, but cannot guarantee an external provider's decision or timing.
How to request cancellation or a refund
Send the request to contact@orka-travel.com or WhatsApp +20 115 777 7689 with the customer's name, phone number, service, proof of payment and reason. We will confirm receipt and provide the review outcome, approved amount, method and expected refund timing in writing.
Refund method and disputes
Refunds are made to the original payment method where possible. Posting time may vary by bank or payment provider. This policy does not limit mandatory consumer rights; please contact us first so that we can review and resolve the request.