Refund Policy

Section 01 — What you are paying for (the Service)

You are paying for a professional visa-application preparation, study-abroad advisory, or flight-ticketing service — not for the visa itself, not for an admission decision, and not for any particular outcome from an embassy, university, or airline.

Visa decisions are made solely by the relevant government authority. University admissions are decided solely by the institution. Cowri Mobility cannot and does not guarantee approval or admission.

The “Service” you purchase consists of Cowri Mobility performing the following deliverables, to the extent applicable to your service type:

• Document review: reviewing the documents and information you provide and identifying deficiencies, inconsistencies, or missing items before submission
• Application preparation: completing, compiling, and formatting your visa or study-abroad application and supporting package to the standard required by the target embassy, university, or institution
• Submission and/or appointment booking: submitting your prepared application to the embassy, consulate, Visa Application Centre, or institution, and/or booking the required appointment on your behalf
• Flight ticketing: researching, quoting, and issuing airline tickets based on your confirmed itinerary and payment
• Advisory and consultation: profile assessment and one-to-one advisory, guidance and review sessions where purchased
• Application tracking: status updates communicated through WhatsApp or other agreed channels

Study-abroad packages. Our study-abroad services are sold as two distinct packages, and what counts as “delivered” differs between them:

• Premium Advisory (GHS 2,999) — an advisory service. You prepare and submit your own applications; we provide guidance, strategy, reviews and preparation support. This service is delivered on an ongoing basis as we provide the assessment, guidance, reviews and materials that make it up. Because it is advisory, it is treated as substantially delivered once we have provided your profile/eligibility assessment and begun delivering the guidance and reviews for your matter.
• Managed Application (GHS 9,999) — a managed application-preparation and case-management service. We coordinate your applications and visa preparation with you. It may be paid in two stages — GHS 4,999 at the application stage and GHS 5,000 at the visa-preparation stage — and each stage fee is earned for the work of that stage. This service is delivered stage by stage as the applicable deliverables are performed (see the delivery events below).

When the Service is “delivered.” For advisory services (including Premium Advisory), the Service is delivered as the assessment, guidance, reviews and materials are provided to you. For preparation, managed-application, visa and flight services, the Service is considered delivered once Cowri Mobility has completed the applicable deliverables — specifically and at the latest, once any one of the following has occurred: (a) your application has been submitted to the embassy, consulate, VAC, or institution; (b) an embassy or VAC appointment has been booked on your behalf; (c) your prepared application package has been completed and made available to you; or (d) your flight ticket has been issued. For a staged Managed Application, each stage is delivered when the deliverables of that stage are performed.

Consent to immediate performance. By completing payment you expressly request and authorise Cowri Mobility to begin work immediately. You acknowledge that work commences as soon as your payment is confirmed. Where a statutory cancellation or “cooling-off” period would otherwise apply, you expressly consent to immediate commencement and waive that cooling-off right to the fullest extent permitted by law. Your refund rights are then governed by Section 02.

This agreement prevails. This Refund Policy, together with our Terms of Service, is the entire and exclusive agreement between you and Cowri Mobility regarding payments and refunds, and it supersedes any prior or contemporaneous statement — including anything on our website, social media, live chat, or said verbally. Estimates (including processing and appointment times) are not guarantees.

Section 02 — All payments are final

All Cowri Mobility service fees are final and non-refundable once payment is made.

Because work on your application or booking begins immediately upon payment (Section 01), the service fee is earned at the point of purchase.

There is exactly one exception: if Cowri Mobility fails to deliver the service you paid for — see Section 05. In addition, government and third-party costs are never refundable (Section 03), and limited goodwill exceptions for documented emergencies are described at our discretion (Section 10).

Section 03 — Non-refundable fees & third-party costs

Costs paid to third parties on your behalf are non-refundable once incurred — even if you later qualify for a service-fee refund, cancel, or your visa is denied:

• Government and embassy/consular visa fees
• Appointment and scheduling fees — once booked, the associated cost is non-refundable
• Visa Application Centre (VAC), biometrics, and service-provider charges
• Airline ticket costs after issuance (subject to airline rules)
• University application fees
• Courier, document-return, and logistics fees
• Translation, notarisation, or legalisation fees paid to third parties
• Payment-processing fees charged by our payment provider

These amounts are charged by, and paid to, external parties. Cowri Mobility does not retain them and cannot refund them.

Section 04 — Visa denials, admission rejections & embassy appointments are not Cowri Mobility failures

Visa denials & admission rejections

A visa denial or university admission rejection is not a refundable event. Embassies and institutions make independent decisions based on their own criteria. We are paid to prepare and submit your application to a professional standard — not to guarantee the outcome.

We will always tell you honestly if we believe an application is weak before submission. Choosing to proceed is your decision, and a subsequent denial does not entitle you to a refund.

Embassy & appointment availability

Appointment availability, dates, and waiting times are controlled entirely by the embassy, consulate, or Visa Application Centre — never by Cowri Mobility. We book the earliest suitable appointment the official system makes available to us. We cannot create, reserve, expedite, or guarantee any appointment slot or date.

The following are never grounds for a refund: lack of available appointments; long waiting times; appointment dates later than hoped; appointment cancellations by the embassy/VAC; or the embassy taking longer than expected to decide your application.

Section 05 — The one exception: if Cowri Mobility fails to deliver

The single situation in which you are entitled to a refund of the Cowri Mobility service fee is where Cowri Mobility fails to deliver the Service defined in Section 01. “Fails to deliver” means all of the following are true:

1. You have paid in full and provided all required documents and information;
2. A reasonable preparation period has fully elapsed (at least 15 business days from the moment you provided the last required item, or the timeframe stated for your purchased service tier);
3. Cowri Mobility has not performed any of the delivery events in Section 01 (no submission, no appointment booked, no completed package made available, no ticket issued); and
4. The failure is solely attributable to Cowri Mobility and within our reasonable control.

A refund under this exception is also available where Cowri Mobility makes a material error in preparing or submitting your application that is solely our fault, causes the application to be rejected on intake, and we are unable to correct and re-submit it.

What you receive. Your sole and exclusive remedy is a refund of the Cowri Mobility service fee actually paid, returned to your original payment method. This refund excludes all non-refundable government and third-party costs (Section 03) and any payment-processing fees.

What is NOT a Cowri Mobility failure: a visa denial or admission rejection; embassy processing time; appointment availability or wait times; delays caused by your late, incomplete, or inaccurate documents; embassy closures or policy changes; airline schedule changes; or your change of mind.

Section 06 — Change of mind & no-refund situations

Change of mind (never refundable)

A change of mind — also called buyer’s remorse or change of plans — is never a ground for a refund. This applies no matter how soon after payment you change your mind. Examples include:

• You decide not to travel, or you postpone or cancel your trip
• You change your destination country or visa type after payment
• You no longer need the visa or flight
• You found another provider or decide to apply yourself
• A family member, employer, or companion changes plans
• You simply changed your mind for any personal reason

Other no-refund situations

No refund will be issued once any of the following has occurred:

• An appointment has been booked on your behalf
• Your application has been submitted
• Your visa has been approved and issued
• Your flight ticket has been issued
• Your visa was denied by the embassy
• You provided false or inaccurate information
• You failed to respond to document requests within 48 hours, causing delays
• You missed a required embassy interview or appointment
• The Service has been delivered as defined in Section 01
• The purchase was made at a promotional or discounted price

Section 07 — Flight ticketing specifics

Once a flight ticket has been issued, the Cowri Mobility service fee is earned and non-refundable.

Airline refunds and changes. If you need to change or cancel a flight after ticket issuance, this is subject to the airline’s own fare rules and penalties — not Cowri Mobility’s refund policy. We will assist you in processing changes with the airline, but airline penalties, fare differences, and non-refundable ticket costs are your responsibility.

Before issuance. If you cancel a flight booking request before the ticket is issued and no work has been performed with the airline, the service fee may be partially refundable at Cowri Mobility’s discretion, minus any costs already incurred.

Section 08 — Chargebacks & payment disputes

Initiating a chargeback or payment dispute is not a substitute for our refund process.

If you believe you are owed a refund, you must first request it through the process described in Section 09. Filing a chargeback after a service has been delivered is considered a breach of this agreement.

If you initiate a chargeback in breach of these terms, Cowri Mobility may:

• Immediately suspend or terminate your access to our services
• Forfeit any pending refund you would otherwise have been eligible for
• Contest the dispute with complete evidence of service delivery
• Recover any costs or fees arising from a wrongful chargeback

Section 09 — How to request a refund

All refund requests must be submitted via email or WhatsApp:

1. Contact us: Send an email to hello@cowrimobility.com or message us on WhatsApp at +233 54 695 0434
2. Provide details: Include your full name, service purchased, date of payment, and a clear reason for the refund request with any supporting documentation
3. Await review: Our team reviews your request and notifies you of the decision via email or WhatsApp
4. Receive your refund: If approved, your refund is processed to your original payment method

Refund request deadline. Any refund request must be submitted within thirty (30) calendar days of the event giving rise to it. Requests made after this window will not be considered.

Section 10 — Special circumstances & exceptions

In exceptional, documented situations we may consider a refund outside the standard terms, at our discretion:

• Medical emergency: A documented medical emergency preventing travel. Requires a signed letter from a licensed physician.
• Embassy closure: Unexpected closure or suspension of visa services making processing impossible.
• Bereavement: Death of an immediate family member requiring cancellation. Requires a death certificate or official documentation.
• Cowri Mobility service failure: Where we fail to deliver services explicitly promised. Must be evidenced with specific examples.

Special-circumstance refunds require comprehensive supporting documentation, are evaluated case-by-case, and are at the sole discretion of Cowri Mobility management. Approval is not guaranteed.

Section 11 — Refund processing times

Once your refund request is approved:

• Review window: Up to 5 business days from receipt of your request
• Processing: Approved refunds are issued within 14 business days to your original payment method
• Administrative fee: Any approved refund is issued net of a non-refundable administrative fee equal to 10% of the amount refunded, to cover non-recoverable costs

Actual posting time depends on your bank or mobile money provider.

Section 12 — Governing law

This Refund Policy is governed by the laws of the Republic of Ghana. It forms part of, and should be read together with, our Terms of Service.

Any dispute arising out of or relating to a payment or refund that cannot be resolved through our refund process shall be resolved through the appropriate legal channels in Ghana.

Section 13 — Contact

For questions about this policy or your eligibility:

• Email: hello@cowrimobility.com
• WhatsApp: +233 54 695 0434
• Support hours: Monday–Friday, 9:00 AM – 5:00 PM GMT