Complaints Policy

1. Purpose of this Complaints Policy

This policy explains how AfricaTourVisa handles complaints relating to our website, customer support, travel services, visa-support services, applications, payments, bookings, communications, and related services.

Our aim is to review genuine concerns fairly and use relevant feedback to improve services where appropriate.

2. What counts as a complaint?

A complaint is an expression of dissatisfaction about an AfricaTourVisa service or about how a particular service request has been handled.

Examples may include concerns about:

• customer-service communication;
• information provided during a service request;
• application-support handling;
• service delays within our control;
• billing or service-fee concerns;
• website functionality affecting a service;
• incorrect personal information recorded in an order;
• a refund request or refund decision;
• privacy or document-handling concerns;
• conduct or professionalism of a service interaction.

3. Before submitting a formal complaint

Some issues can be resolved more quickly as ordinary support requests. If your concern relates to a recent order or application, you may first contact customer support and provide the relevant reference number.

Examples that may be handled as support requests rather than formal complaints include:

• asking for an order-status update;
• correcting information before processing is completed;
• requesting clarification about required documents;
• reporting a technical problem;
• asking how a particular service works.

If the matter is not resolved to your satisfaction, you may then raise it as a formal complaint.

4. How to submit a complaint

5. Information to include

To help us review your complaint efficiently, please provide:

• your full name;
• your preferred contact details;
• the relevant order, application, booking, or invoice number;
• the service involved;
• the date or approximate date of the issue;
• a clear description of what happened;
• the steps already taken to resolve the matter;
• any relevant evidence;
• the resolution you are requesting.

6. How we review complaints

A complaint may be reviewed against relevant records associated with the service, including customer communications, application records, order information, payment records, website logs, or other information reasonably necessary to understand the issue.

The review may consider:

• what service was requested;
• what information was provided to the customer;
• the applicable service conditions;
• communications between the customer and AfricaTourVisa;
• whether the service had already begun or been completed;
• payments and associated third-party fees;
• technical or operational issues;
• any evidence supplied with the complaint.

7. Complaint acknowledgements, updates and responses

AfricaTourVisa aims to review complaints within a reasonable period. The time required can vary depending on the complexity of the issue, the information available, and whether information is needed from a payment, travel, technology, or other third-party provider.

We may contact you if additional information is required to complete the review.

Once the review is sufficiently complete, we aim to provide a clear response explaining the outcome or the next reasonable steps.

8. Possible complaint outcomes

Depending on the circumstances, a complaint may result in:

• an explanation or clarification;
• correction of an administrative error;
• updated or corrected customer information;
• additional service assistance;
• an apology where appropriate;
• a refund or partial refund where applicable;
• referral to a third-party provider where the matter is outside our control;
• no further action where the complaint is not supported by the available records;
• internal service or process improvements.

A particular requested remedy is not guaranteed simply because it is included in a complaint.

9. Complaints involving refunds

Refund complaints are reviewed in accordance with the nature of the service, whether processing has begun, third-party fees incurred, applicable payment conditions, and our Refund Policy .

Some fees may be non-refundable after work has commenced or where amounts have already been paid to third parties, depending on the relevant service conditions.

A government authority's refusal, delay, or decision does not by itself mean that an AfricaTourVisa service fee is automatically refundable.

10. Complaints about visa or immigration decisions

AfricaTourVisa does not decide whether a visa, eVisa, eTA, permit, border entry, or immigration application is approved or refused.

Those decisions are made by the relevant government or immigration authority.

A complaint about the conduct of AfricaTourVisa's support service can be reviewed by us, but a complaint seeking to overturn a government immigration decision normally needs to be directed to the authority responsible for that decision.

11. Complaints involving third-party services

Some AfricaTourVisa services may involve independent providers such as:

• payment processors;
• hotels and accommodation providers;
• transport companies or drivers;
• airlines;
• travel operators;
• technology providers;
• government authorities.

If a complaint relates primarily to an independent provider's service, we may explain which provider is responsible or direct you to the appropriate complaint channel where practical.

We cannot guarantee the outcome of a complaint made against an independent third party.

12. Escalating a complaint

If you believe an initial response has not properly addressed your complaint, you may ask for the matter to be reviewed again.

When requesting escalation, explain:

• why you disagree with the initial response;
• which facts you believe were overlooked;
• whether you have new evidence;
• what further resolution you are requesting.

Repeated escalation without new information may not result in a different outcome.

13. Respectful complaint handling

Customers are entitled to raise concerns and complaints. We ask that communications remain respectful and focused on resolving the issue.

AfricaTourVisa may restrict or manage communications that involve:

• threats or harassment;
• abusive or discriminatory language;
• deliberately false allegations;
• spam or excessive duplicate messages;
• attempts to compromise staff or website security;
• fraudulent documents or information.

Legitimate complaints will not be rejected merely because a customer is dissatisfied or strongly disagrees with an outcome.

14. Privacy and complaint records

Information provided in a complaint may be used to investigate, respond to, document, and where appropriate improve the relevant service.

Complaint information may be shared internally with people who need access to review the matter and, where necessary, with relevant service providers or advisers.

Personal information is handled in accordance with our Privacy Policy .

15. Fraudulent or bad-faith complaints

AfricaTourVisa may decline to continue reviewing a complaint where there is reasonable evidence that the complaint is fraudulent, fabricated, intended to obtain an improper financial benefit, or being used to facilitate abuse.

This does not affect the right to raise a genuine complaint or dispute.

16. Changes to this Complaints Policy

AfricaTourVisa may update this policy when services, complaint processes, payment arrangements, or operational practices change.

The current version published on this page applies to complaints submitted after it becomes effective, subject to applicable law and relevant service terms.