On-time visa guarantee
Vistolane does not guarantee a visa outcome; the decision belongs to the authority. What we guarantee is our part: when your documents reach us on time, we check them for correctness and file within the promised window, or the service fee comes back.
How it works
- A document deadline and a filing date, before you pay. Every route shows two dates at checkout: the day we need your complete document set by, and the day we will file if we have it. Both are set from the authority's published window, appointment availability, seasonal load and embassy holidays. If we cannot commit to a filing date, we say so and you can still apply without the guarantee.
- Documents checked, clock running. When your documents arrive on time we check every page for correctness and completeness within one working day, prepare the forms and file within the promised window. Every step is timestamped in your account: received, checked, corrected, filed, decided. You always see where the file sits and how many days remain.
- Delays on your side take the guarantee off the table, and we tell you. If documents arrive late, incomplete or illegible, or an appointment is missed, the platform notifies you the same day that the filing guarantee no longer applies, shows the new filing window, and keeps working your file. If we hold a complete set on time and still file late, we refund 100% of the Vistolane service fee within 7 working days. The decision itself is always the authority's.
Dates we missed, and what changed
Every missed filing date is logged here with the cause and the fix, because a guarantee you cannot audit is marketing.
| Case | What happened | What changed |
|---|---|---|
| Singapore e-Visa, passport pickup | Filed 2 days late | Courier hand-off failed at the weekend. We now book Monday-safe slots only. |
| Vietnam e-Visa, name correction | Filed 4 hours late | A spelling fix was requested after submission. Corrections now reset the clock, and we say so up front. |
| Oman tourist visa, public holiday | Filed 23 minutes late | A national holiday was announced with two days' notice. Holiday calendars now sync daily from each authority. |
What is and is not covered
- Covered: the Vistolane service fee on any application filed through vistolane.com with the guaranteed date visible at checkout
- Not covered: government fees, visa-centre and biometric fees, courier, insurance, flights or hotels
- Not covered: delays caused by late, incomplete or illegible documents, missed appointments or changes after submission
- Not covered: the authority's own processing, interviews, security checks or additional document requests
- Claims: from the case page within 30 days of the decision, reviewed within 3 working days, refunded within 7 working days
Questions, answered
What exactly does the filing guarantee cover?
It is a filing guarantee on the Vistolane service fee. Once your account shows the clock running, meaning we hold your complete, correct document set, we file within the promised window or refund the full service fee. It does not cover government fees, appointment or biometric fees, courier, insurance, flights, hotels or any other cost, and it does not promise a particular outcome or decision date set by the authority.
Does the guarantee mean my visa will be approved?
No. Every visa decision is made solely by the government authority concerned. Vistolane, and the licensed partners on the network, prepare and file applications; we do not and cannot influence, expedite or guarantee approval. Approval rates shown on this site are historical averages across filed cases and are not a prediction for any individual application.
What starts the clock, and what can pause it?
The clock starts the moment your document set is complete and correct. It pauses, and the guarantee is off the table, while we wait on you: missing, late or illegible documents, unanswered questions, a rescheduled biometrics or interview appointment, or a change to your travel details. Your case page shows the days waited on you, and a corrected document restarts the filing window in full. We keep a 12-hour internal buffer before every deadline, so documents arriving inside that window count from the next working day.
Which delays are outside the guarantee?
Delays caused by the applicant (late, incorrect or fraudulent documents, missed appointments, changes after submission), by the authority (appointment-slot availability at consulates and visa centres, administrative processing, security checks, additional document requests, interviews, system outages, strikes, newly announced holidays or policy changes), or by events beyond reasonable control (natural disasters, public-health orders, conflict, postal or courier failures) are not covered. In those cases we keep working your file at no extra cost, but the service fee is not refundable.
How do I claim, and how quickly is the refund paid?
Claims are made from the case page in your Vistolane account within 30 days of the decision date. We review the file's timestamps and confirm eligibility within 3 working days. Eligible refunds are returned to the original payment method within 7 working days of confirmation. Claims made outside the 30-day window, or for cases with an active dispute, chargeback or refusal appeal, are not eligible.
My visa was refused. Is that covered?
A refusal is a decision, so a refusal issued on or before the guaranteed date is on time. Refusals are covered separately by our Refused-before promise on eligible routes: we prepare a free re-application strategy and, if you re-apply through Vistolane and are refused again, we refund that second service fee. Government fees for either application are set by the authority and are never refundable.
Is Vistolane a law firm or a government body?
No. Vistolane is a technology platform. We are not affiliated with any government, embassy or consulate, and we do not provide legal advice. Where regulated immigration advice is required, it is delivered by independent licensed partners (for example IAA, CICC or MARA registered advisers) who are responsible for that advice. You may always apply directly with the authority yourself.
Can the guarantee change after I pay?
The date shown at checkout is the one we are held to, unless the clock is paused for a reason listed above, in which case the new date is shown in your account before we continue. We may withdraw the guarantee for a route for new purchases at any time, for example when an authority changes its process, but that never affects a case already paid for.
What if I paid through a partner agency rather than on this site?
The guarantee applies only to service fees paid to Vistolane on vistolane.com or in the Vistolane app, with the guaranteed date visible at checkout. Fees paid directly to a travel agency, consultant or employer are governed by that business's own terms, even where they use Vistolane software to manage your case.
Where are the full terms?
This page is a plain-English summary. The filing guarantee is governed by the Vistolane Terms of Service and Refund Policy, which prevail if anything here differs. Nothing on this page creates a warranty of outcome, and our total liability in connection with any application is limited to the service fee paid for that application, to the fullest extent permitted by law.