Oneeva Travel Corporation

Cancellation and Refund Policy

Version 2.5 · Summary of clauses 11 and 12 of the Terms and Conditions · Effective 12 October 2026

Download the Cancellation and Refund Policy (PDF, v2.5)

The full clauses

Below, word for word, are the main provisions of Oneeva's Terms and Conditions, Version 2.5, that deal with cancellations and refunds. The “How to cancel or ask for a refund” box above is a practical guide to those provisions. This page does not replace the Terms: all other clauses still apply, and the full Terms prevail. Only the relevant clauses of each section are shown here; use “Full section” to read a section in full.

From Part A – General Terms

3. Your agreement with us Full section

3.4 Lead Client. If you book for others, you represent and warrant that you have their authority to provide their booking information, to receive and pass on Supplier and Oneeva conditions, and to give instructions about the booking, and you must give these Terms to every adult traveler or applicant. Oneeva may act on your instructions alone and may deal with you alone on payments and refunds. You are jointly and solidarily liable with each traveler for the Total Price and all charges. A parent or legal guardian accepts for a minor. If the Conforme does not list the travelers or applicants covered, it covers every traveler or applicant in the booking, and the signatory is their authorized representative. Oneeva may require any adult traveler or applicant to accept these Terms, give the Part C consent or confirm your authority personally, by signing the Traveler Acceptance Sheet or by accepting electronically, before Oneeva proceeds, and may hold the booking until they do. Where the law requires a person's own consent, your acceptance does not replace it. Each traveler or applicant in the booking receives Oneeva's services as a beneficiary of the Lead Client's agreement and, by accepting them, takes them subject to these Terms.

5. Rates, quotations and availability Full section

5.5 Oneeva may correct an obvious clerical, computational or pricing error in a Quotation or invoice. If the error is found before confirmation, the corrected price applies if you choose to proceed. If it is found after confirmation, Oneeva will promptly tell you and propose the available corrective options. If you decline the corrected arrangement, the affected item may be cancelled, and Oneeva returns the amounts recoverable for that item, subject to the Supplier Terms and applicable law. Nothing in this clause shifts to you a loss that applicable law requires Oneeva to bear because of its own fault or negligence.

5.6 No refund or credit is given if a price later drops or a promotion appears.

6. Oneeva's professional and administrative fees Full section

6.4 Oneeva's fees pay for work, not for an outcome. They are earned when the work is performed, as clauses 6.6 and 6.7 provide, and are non-refundable. This applies whether or not you travel, a visa is granted, or a Supplier performs.

6.6 When fees are earned. Oneeva's fees are earned in stages, as the work is done: (a) a consultation fee, when the consultation takes place; (b) a trip-design fee, when Oneeva delivers the first itinerary or proposal; (c) a booking or ticketing fee, when the Supplier confirms the booking or the ticket is issued; (d) a visa assistance fee, when work starts under Schedule B5; (e) an amendment, cancellation or refund-processing fee, when Oneeva sends your request to the Supplier, whether or not the Supplier approves it; and (f) a rush fee, when Oneeva accepts the urgent work.

6.7 Fees built into a price. Where Oneeva's fee is built into a package price or the price of a stand-alone purchase, the whole fee is earned on the earlier of two dates. The first is the last day of travel, or the day the last travel service or item in your booking is delivered. The second is the day your booking is cancelled or ends early for any reason other than Oneeva's own fault or negligence, or a cancellation by Oneeva under clause 13.5. This includes cancellation by you, by a Supplier, or because of force majeure. On a cancellation, the reservation deposit that Oneeva keeps counts as part of this fee. Your Quotation may state the built-in fee, margin or its method of calculation; where it does, that statement governs. If your Quotation does not state it, the fee is the Total Price less the Supplier costs of your booking, as shown in Oneeva's records.

6.8 Fees survive events outside Oneeva's control. A fee that has been earned stays earned. If it is unpaid, it stays payable. This applies even if the trip or service does not go ahead, is cut short or fails for any reason other than Oneeva's own fault or negligence. Such reasons include your cancellation or change of mind, non-payment, visa refusal or delay, immigration offloading, denied boarding, a Supplier's change, cancellation, failure or insolvency, and force majeure. As between you and Oneeva, you bear the risk of these events. Your protection is travel insurance.

7. Non-refundable reservation deposit Full section

7.1 A reservation deposit is required before Oneeva makes any booking, except a stand-alone purchase or other Book-and-Buy booking that is paid in full on booking under clause 8.1. Oneeva sets the deposit for each booking at its discretion, based on the price per person, the Suppliers' requirements and the work involved. The deposit that applies to you is the amount stated in your Quotation. Unless your Quotation says otherwise, it is per person.

7.2 The reservation deposit is NON-REFUNDABLE. This applies whatever the reason your booking does not proceed. Reasons include change of mind, illness, visa refusal or delay, immigration offloading, schedule changes, a Supplier's change or cancellation, force majeure, and cancellation by other members of your group. There are only two exceptions: (a) Oneeva itself cancels a group departure under clause 13.5 because the minimum number was not reached; or (b) your booking cannot proceed solely because of Oneeva's own fault or negligence. In these two cases Oneeva returns the deposit.

7.3 The deposit compensates Oneeva for research, planning, itinerary design, Supplier negotiation and reservation work done from the time you engage us. It also covers commitments made to Suppliers in your name. You agree that it is a fair and reasonable pre-estimate of Oneeva's cost and loss if your booking does not proceed, and that it is not a penalty. The reservation deposit is credited against Oneeva's applicable earned fee or cancellation charge and is not charged twice for the same underlying amount.

7.4 If you proceed, the deposit is credited to the Total Price. It cannot be transferred to another person, trip or date unless Oneeva agrees in writing.

8. Payment schedule Full section

8.5 Time is of the essence. There is no grace period, and a reminder is a courtesy only. If a payment is not received in cleared funds by its due date, Oneeva may, without further notice: (a) suspend work; (b) release or cancel the booking and treat it as cancelled by you under clause 11; (c) reprice the booking at current rates; and (d) charge a late-payment or reinstatement fee under the Fee Schedule. Overdue amounts bear interest at 1% per month from the due date until paid.

9. Currency, payment channels, invoices and receipts Full section

9.9 If you pay by card, you confirm that you are the authorized cardholder. Oneeva pays Suppliers on your instruction. You must not knowingly start a chargeback or payment reversal for a valid amount properly due under these Terms without first raising the issue with Oneeva where reasonably practicable. Nothing in this clause prevents a good-faith billing dispute or any right that cannot lawfully be waived. If a valid payment is wrongfully reversed, the amount remains due at once, Oneeva may suspend or cancel the booking under clause 11, and you pay the reasonable chargeback and collection costs caused by the reversal.

9.10 Set-off and application of payments. Oneeva may apply money it lawfully holds for you first to overdue amounts you owe Oneeva, including earned fees, interest and charges, and then to Supplier amounts, oldest first. Oneeva does not apply money earmarked or already committed for an identified Supplier booking, or money belonging to another traveler, to an unrelated obligation unless the law or the person entitled to that money allows it.

10. Amendments and rebooking Full section

10.1 All accommodations, flights, transfers, rail services, tours, guides and other travel products or services that are final, confirmed and paid are strictly NON-CANCELLABLE, NON-REFUNDABLE, NON-REBOOKABLE, NON-EXCHANGEABLE AND NON-TRANSFERABLE, unless the Supplier Terms for that specific service expressly allow a change.

10.2 A change of date, name, routing, hotel, room, traveler numbers or itinerary is a request only. It depends on Supplier approval and availability. Before Oneeva processes it, you must pay: (a) the Supplier's change or cancellation charges; (b) any price difference at current rates; (c) Oneeva's amendment fee under the Fee Schedule; and (d) a rush fee for urgent or last-minute requests.

10.3 Where a change is not permitted, the original booking stays non-refundable. The full cost of any newly requested travel product or service must be paid by you, in addition to the original bookings. A booking fee applies to the processing of new travel arrangements.

11. Cancellation by the Client, no-shows and unused services Full section

11.1 The Lead Client must send a written cancellation notice through an official channel, with original supporting documents where relevant. The effective date is the date Oneeva acknowledges receipt in writing, or the close of the working day after the notice is received under clause 26.3, whichever is earlier.

11.2 Cancellation charges are:

If the actual Supplier charges plus Oneeva's fees are higher than the amount in the table, the higher amount applies. The only reductions are the credits in clause 11.6.

11.3 These charges apply whatever the reason. Reasons include change of mind, illness, injury, pregnancy, bereavement, work, finances, visa refusal or delay, passport problems, immigration offloading, denied boarding, quarantine, travel advisories, fear of travel, and withdrawal of travel companions. A medical certificate or other document does not waive any charge. Oneeva forwards it to the Supplier or insurer, who decides. Your protection is travel insurance.

11.4 If the charges exceed what you have paid, you must pay the difference within 7 days of Oneeva's demand. For group or contracted allocations, you are liable for the full cost of all non-refundable Supplier commitments made for you, even if you have paid only a deposit.

11.5 No refund, credit or substitution is given for a no-show, late arrival, missed flight, missed connection, missed transfer or tour, early departure, or any unused service.

11.6 Credits against the charges. Oneeva reduces the charges in clause 11.2 by: (a) any amount a Supplier actually refunds to Oneeva for your booking; (b) any amount Oneeva actually receives from reselling your cancelled space; and (c) any Supplier cost in your Total Price that, on the date of cancellation, Oneeva has not paid and is not bound to pay to a Supplier. Each credit is net of Supplier charges, Oneeva's refund-processing fee, and bank and exchange charges. No credit reduces the reservation deposit or Oneeva's earned fees. A credit under (c) is applied when Oneeva computes your charges. Credits under (a) and (b) are applied when Oneeva receives the money. Oneeva is not obliged to find a replacement traveler or to resell. Each Supplier charge, Oneeva fee, reservation deposit and cancellation or refund-processing charge is applied only once. Nothing in this clause requires Oneeva to refund an amount that has already been earned, paid, committed or lawfully retained.

11.7 A replacement traveler is allowed only if every Supplier agrees. Supplier name-change charges, fare differences and Oneeva's amendment fee apply. Airline group tickets commonly carry a name-change charge of around USD 200 per passenger, and the actual Supplier charge applies. You remain liable until the replacement has paid in full and accepted these Terms.

11.8 You agree that these charges are a fair and reasonable pre-estimate of loss, because Supplier commitments become non-cancellable as Departure approaches. They are not a penalty.

11.9 No reply. If you do not reply to Oneeva's written request for instructions, documents or payment within 7 days, or within a shorter Supplier deadline that Oneeva tells you about, Oneeva may treat your booking as cancelled by you under this clause. Oneeva will tell you in writing when it does so.

12. Refunds Full section

12.1 A refund is due only where these Terms, the Supplier Terms or applicable law provide one. Where a refund relates to Supplier funds already paid or committed, Oneeva refunds the amount it actually recovers from the Supplier, together with any credit under clause 11.6(c), less: Supplier charges; the non-refundable deposit; Oneeva's earned fees (the deposit counts toward a built-in fee under clause 6.7) and refund-processing fee; and bank, remittance and exchange charges. Mandatory refund rights under applicable law prevail. A plain-language summary of clauses 11 and 12, the Cancellation and Refund Policy notice, is posted at oneevatravel.com/refunds; if it differs from these Terms, these Terms prevail.

12.2 Supplier refund times vary. They commonly take four to six months and sometimes longer, especially after airline ticketing; this is an estimate, not a guaranteed or minimum waiting period. Once Oneeva has received cleared funds from the Supplier and your complete refund details, it releases the net amount within a reasonable processing period, ordinarily within 30 banking days. Oneeva does not advance refunds and does not pay interest on them. An amount that Oneeva itself holds and must refund independently of a Supplier is not subject to Supplier delay: a credit under clause 11.6(c) that is more than what you owe is released within 30 banking days after the cancellation takes effect and Oneeva has your complete refund details.

12.3 Refunds are paid to the original payer or the Lead Client, by bank transfer or check. If a Supplier refunds by voucher, credit or rebooking entitlement rather than cash, Oneeva may pass that benefit to you in the same form, under the Supplier's conditions, unless applicable law requires otherwise; Oneeva is not obliged to convert it to cash. If a Supplier charged your card directly, the Supplier refunds your card directly.

12.4 Refunds are based on the amount actually recovered. Oneeva does not compensate for exchange-rate differences between the payment date and the refund date.

12.5 These are never refundable: the reservation deposit, except as clause 7.2 allows; Oneeva's earned fees; visa, embassy and visa-center fees; insurance premiums; unused services; and any amount a Supplier withholds.

12.6 If a Supplier fails, becomes insolvent or refuses to refund, your claim is against that Supplier or your insurer. Oneeva will give you the booking records you need for your claim. Oneeva does not refund Supplier amounts from its own funds.

13. Changes and cancellations by Suppliers or by Oneeva Full section

13.1 Suppliers may change schedules, routes, aircraft, vessels, ports, hotels, rooms, vehicles, guides or inclusions, and may cancel services. These are the Supplier's decisions. Your remedy is what the Supplier Terms and applicable law provide, and you claim it from the Supplier. A Supplier's change or cancellation does not affect the reservation deposit or Oneeva's earned fees (clauses 6.7, 6.8 and 7.2).

13.2 Oneeva passes on Supplier notices it receives and helps you review options during office hours. If you ask Oneeva to make new or alternative arrangements, you pay the price of those arrangements and Oneeva's booking fee.

13.3 Oneeva is not responsible for costs that follow from a Supplier's change. Examples are missed connections, extra nights, meals, new tickets, lost holiday time, and unused prepaid services elsewhere in your itinerary.

13.4 Oneeva may change the sequence of an itinerary, adjust timings, or substitute a hotel or service of comparable cost when circumstances require. This is not a ground for a refund. If a change is major and Oneeva cannot offer a comparable alternative, the refund is limited to the recoverable value of the affected service.

13.5 Group departures need the minimum number of travelers stated in the Quotation. If that number is not reached, Oneeva may offer a revised price for the smaller group, offer another date, or cancel the departure. If Oneeva cancels for this reason, it refunds the amounts you paid to Oneeva for the tour, including the reservation deposit. Oneeva's fees for separate services already completed, such as visa assistance, stay earned. Issued tickets, visa fees, insurance and other Book-and-Buy items remain subject to their Supplier Terms. Oneeva is not liable for your other costs, such as visas, leave from work, or bookings made outside Oneeva.

13.6 Oneeva may decline or cancel a booking for non-payment, false information, suspected fraud or unlawful purpose, abusive conduct, or refusal to follow Supplier or safety rules. This is treated as a cancellation by you under clause 11.

13.7 Lead time. Every product and service needs time to arrange properly: trip design, flights, hotels, cruises, tours, guides, transfers, rail and attraction tickets, visa assistance and administrative work alike. Oneeva may decline, suspend or cancel any request, booking or service where, in its reasonable judgment, the time left before any relevant deadline is insufficient to prepare it properly. Relevant deadlines include Departure, a Supplier deadline, an embassy or visa-center deadline, a delivery date you have asked for, and any preparation deadline that Oneeva has set in writing as reasonably necessary to deliver the product or service to a proper standard. This applies including where your instructions, documents, approvals or payments arrived late. Oneeva will tell you in writing. Where Oneeva accepts such a request, the rush fee in the Fee Schedule applies, Oneeva does not guarantee availability, pricing or outcome, and Oneeva is not responsible for the consequences of the late start. Where the shortage of time results from your late instructions, documents, approvals or payments, a resulting cancellation is treated as a cancellation by you under clause 11.

14. Passports, visas and immigration Full section

14.3 The Philippine Bureau of Immigration may conduct a secondary inspection and may defer your departure (“offloading”). A foreign border officer may refuse entry even if you hold a valid visa. An airline or cruise line may deny boarding over documents. Oneeva has no control over these decisions, gives no assurance about them, and is not liable for them. No refund is due.

15. Health, fitness and special needs Full section

15.5 Undisclosed needs. If a relevant condition or need was not disclosed under clause 15.2, Oneeva or the Supplier may refuse or remove the traveler, any resulting cost is yours, and this is treated as a cancellation by you under clause 11. Oneeva is not liable for the unsuitability of arrangements booked without disclosure.

16. Travel insurance Full section

16.1 Comprehensive travel insurance is required for all international travel arranged through Oneeva. Buy it when you book, where possible. It should cover trip cancellation and curtailment, medical treatment, evacuation and repatriation, delay, missed connection, baggage, personal liability, and any minimum cover your visa requires.

16.3 If you travel without adequate insurance, you do so entirely at your own risk. To the extent the law permits, you release Oneeva from any loss that insurance would have covered.

16.4 Insurance premiums are non-refundable. Most policies do not cover visa refusal. Read your policy.

17. Your responsibilities and tour preparation Full section

17.4 Be on time for check-in, boarding, meeting points, transfers and tour departures. A group will not wait for a late participant. The cost of catching up is yours, and no refund is given for what you miss.

18. Client conduct and tour participation Full section

18.2 Oneeva, a tour leader or a Supplier may refuse or remove anyone who is abusive, harassing, intoxicated, unsafe, persistently late, acting unlawfully, or refusing to follow instructions. No refund is due. The person removed pays for their own onward and return travel.

18.4 This clause also applies before travel. If a Client is abusive or threatening toward Oneeva staff, Oneeva may end its services. This is treated as a cancellation by you under clause 11.

19. Services booked outside Oneeva (non-endorsement) Full section

19.2 Any loss caused by an outside booking is yours. Examples are a missed connection, arriving late to join a tour or cruise, or a schedule change by the outside provider. If your flights are booked outside Oneeva, you must reach the starting point of the tour on your own, and no refund is given for any part you miss.

22. Force majeure Full section

22.3 Force majeure does not entitle you to a refund from Oneeva. The reservation deposit and Oneeva's earned fees stay non-refundable. Earned fees that are still unpaid stay payable under clause 6.8. Supplier amounts are refundable only if, and to the extent that, the Supplier refunds them, in the form the Supplier gives: cash, credit or rebooking.

22.4 The cost of extra nights, meals, alternative transport, quarantine, medical care and similar expenses is yours. These are matters for your travel insurance.

22.5 Oneeva may alter, curtail or cancel arrangements where safety requires it. Oneeva will help you review options. New arrangements are at your cost, and the Fee Schedule applies to the work of making them.

22.6 Force majeure does not suspend or cancel any payment that is already due, or any fee that Oneeva has already earned.

23. Injury, loss, damage and limits of liability Full section

23.5 Nothing in these Terms excludes or limits liability for fraud, bad faith, willful misconduct or gross negligence, or any liability, refund, remedy or consumer right that applicable law does not allow to be excluded or limited.

25. Complaints and claims Full section

25.2 Send any claim to Oneeva in writing within 30 days after your return, or after the relevant event for a visa or other service, with your booking reference and the evidence available. Prompt notice lets Oneeva investigate and preserve claims against Suppliers. Late notice does not waive a right that the law does not allow to be waived, but any loss caused by unreasonable delay, such as a Supplier claim that lapsed, is deducted from your claim to the extent the law permits.

25.3 Oneeva will acknowledge your complaint and aims to reply in writing within 7 days of receiving complete details. A reply that depends on a Supplier may take longer.

26. Official communications Full section

26.1 Oneeva's official channels are the email addresses ending in @oneevatravel.com, the telephone number +632 5310 5625, and the mobile number +63 954 995 1330. Messages sent to a staff member's personal account, or posted on social media, are not valid notice.

26.2 A booking, amendment or cancellation instruction binds Oneeva only when the Lead Client sends it in writing through an official channel and Oneeva acknowledges it in writing. Clauses 10.5 and 11.1 say when an instruction is treated as acknowledged.

26.3 Oneeva works during the office hours in clause 1. It does not provide 24-hour support unless your Quotation says so. A message sent outside office hours is treated as received on the next working day. In an emergency abroad, first contact local emergency services, the Supplier and your insurer, then inform Oneeva.

28. General provisions Full section

28.10 Survival. Clauses on payment, cancellation charges, refunds, liability, indemnity, confidentiality, data privacy and disputes continue after your trip or service ends.

28.11 Rights that cannot be waived. Nothing in these Terms excludes or limits a right or remedy that Philippine law does not allow to be excluded or limited.

From Part B – Service Schedules

Schedule B1 – Flights Full section

B1.3 Unless your Quotation or ticket expressly says otherwise, treat every airline ticket as NON-REFUNDABLE, NON-REBOOKABLE, NON-REROUTABLE, NON-ENDORSABLE AND NON-TRANSFERABLE. Oneeva quotes the most restricted fares by default because they are the lowest. A flexible fare costs more and must be requested before booking.

B1.4 Where the fare rules allow a change or refund, you pay the airline's penalty, any fare and tax difference, any no-show fee, and Oneeva's rebooking, reissuance or refund-processing fee. A partly used ticket usually has no refund value.

B1.9 Flights must be used in the order ticketed. If you miss one flight, the airline may cancel all remaining flights without refund.

B1.12 Group air bookings. Group seats have deposit, payment, name-list and minimum-number deadlines set by the airline. Once committed, you are liable for the full fare under clause 11.4. Members of a group must travel together on all flights, unless the airline permits a deviation for a fee. The airline may change the schedule, routing or operating carrier.

Schedule B2 – Hotels and accommodation Full section

B2.3 A replacement may therefore differ in brand, star rating, location, room size, facilities or other specifications. Such differences do not by themselves entitle you to a refund or compensation where Oneeva has reasonably applied the available hotel value toward a substitute. If you choose a higher-priced alternative, you pay the difference before confirmation. If you decline every reasonable alternative, only the affected hotel booking is cancelled and clause 12 applies to the amount recoverable for it; the rest of your booking continues.

B2.9 Prepaid and promotional rates are non-refundable. A no-show is charged in full, and an early departure is not refunded.

Schedule B3 – Tours, packages, transfers, rail and group departures Full section

B3.2 Itinerary changes. The sequence, timings and content of an itinerary may change because of traffic, road or transport disruption, weather, flooding, natural events, closures, strikes, protests, demonstrations, festivals, public events, security or safety conditions, government or police action, Supplier operations, or any other circumstance outside Oneeva's or the Supplier's reasonable control. A sight may be closed, replaced or visited in a different order. No refund is due for these changes. Where a paid inclusion is not provided at all and is not replaced, Oneeva passes on what the Supplier refunds, under clause 12.

B3.5 Group commitments. Group tours may use specially contracted airline seats, hotels, cruises, transport and tours that become non-cancellable and non-refundable once confirmed. Once Oneeva confirms your place, you are liable for the full cost of all non-refundable Supplier commitments made for you, even if you have paid only a deposit.

B3.7 Transfers. Drivers wait only for a limited time. A transfer missed because of a flight delay, a long immigration queue or your own lateness is not refunded, and a new transfer is at your cost. Vehicles have luggage limits.

B3.8 Rail. Rail tickets and seat reservations are generally non-refundable and non-changeable. You must board the correct train and carriage yourself. Strikes and delays are the rail operator's responsibility.

B3.9 Attraction and event tickets. These are usually timed, named and non-refundable. Bring the identification that the venue requires. A late arrival loses the ticket.

Schedule B4 – Cruises and partner-operated tours Full section

B4.2 The operator's passage contract or booking conditions govern the cruise or tour. They cover deposits, payment, cancellation charges, itinerary changes, conduct, health rules and the operator's liability. By booking, you accept them. Oneeva gives you the link or a copy with your Quotation.

B4.3 These Terms govern Oneeva's own services, fees and the payments you make to Oneeva. Where the operator's schedule differs from Oneeva's, the earlier payment deadline and the higher cancellation charge apply.

B4.4 Cruises. A cabin category is confirmed, not a cabin number, unless stated. The cruise line may change a cabin assignment. Ports, their sequence and arrival times may change, and a port may be skipped, for weather, safety or operational reasons. No refund is due from Oneeva for these changes.

B4.6 Documents for cruises. You need a valid passport and every visa required for each country on the itinerary, including ports where you do not plan to go ashore. A multiple-entry visa is needed where the itinerary re-enters a country. The cruise line may deny boarding without refund.

B4.10 Group cruise allocations. Group space has deposit, name-list and final-payment deadlines set by the cruise line. Group benefits depend on the group reaching its minimum size and may be withdrawn if it does not. Once committed, you are liable under clause 11.4.

B4.11 Partner-operated tours. The operator runs the tour in full: tour leader, coach, hotels, itinerary, optional excursions, group composition and pace. Groups may include travelers from many countries. The operator may alter or cancel a departure under its own conditions. Any refund comes from the operator, and Oneeva passes on what it receives under clause 12.

Schedule B5 – Visa assistance (IamVisaReady.com) Full section

B5.5 Fees. Oneeva's visa assistance fee is payable in full before work begins. It is non-refundable once work has started. Work starts when Oneeva begins reviewing your documents, preparing your checklist, completing forms or booking an appointment. The fee stays non-refundable whatever the outcome: approval, refusal, delay, return of the application, withdrawal or a change in your plans. The fee reflects front-loaded professional work: the assessment, checklist and preparation are the bulk of the service and are performed at the start.

B5.6 Embassy, visa-center, biometrics, courier, insurance, translation and notarial fees are separate. They are charged at the rate in force on the payment date, may change without notice, and are non-refundable under the rules of the body that collects them.

B5.12 Oneeva relies on these warranties. If Oneeva reasonably believes that any warranty is untrue, it may refuse, suspend or end its services at once, without refund, and may decline to serve you in future. Oneeva may respond to lawful requests from authorities, and may report where the law requires or allows it.

B5.14 Oneeva will never produce or procure false documents, borrowed funds for show, dummy employment or fabricated bookings. Asking Oneeva staff to do so is a ground for immediate termination without refund.

B5.15 Reservations for visa purposes. A flight or hotel reservation prepared for a visa application is a temporary reservation. It is not a ticket or a paid booking, it may expire, and you cannot travel on it. Oneeva recommends that you do not buy non-refundable travel until your visa is issued. If you choose to book or pay before the result, the cancellation charges in Part A apply in full if the visa is refused or delayed.

B5.16 Visa refusal. A refusal, a delay, a request for more documents or a returned application is not a failure of Oneeva's service. It does not entitle you to a refund of Oneeva's fees, embassy or visa-center fees, or travel arrangements. A reapplication or an application to a different country is a new engagement with new fees. Oneeva does not handle appeals. Each applicant in a group is assessed individually; the Lead Client remains liable for the group's fees under clause 3.4.

B5.17 Tour and visa are separate. If you booked a tour, cruise or flight with Oneeva, its payment schedule and cancellation charges continue to apply while your visa is pending. Apply early.

B5.20 Termination. Either party may end the visa service by written notice to the other. You remain liable for all fees incurred up to the date of termination, and fees for work already started are not refunded. Oneeva may end the service for non-payment, false information or abusive conduct, or if you do not respond to a request for 30 days or within any shorter deadline Oneeva sets in writing for an embassy, visa-center or appointment date. For the visa service, this period replaces the 7 days in clause 11.9.

From Part C – Data privacy Full section

C.11 Withdrawing consent. You may withdraw your consent in writing at any time. This does not affect processing already done, or retention the law requires. If Oneeva cannot continue your service without the data, the withdrawal is treated as a cancellation by you under clause 11.

From Part D – Fee Schedule Full section

D.1 This Fee Schedule lists Oneeva's professional and administrative fees under clause 6. Fees are in US dollars. Peso payments follow clause 9.2. Your Quotation states which of these fees are already included in your price. Fees triggered later, such as amendment, cancellation, late-payment and rush fees, are always additional.

D.2 These fees are separate from, and in addition to, all Supplier charges, fare and price differences, taxes, government fees and visa-center fees. A fee marked “From” is a minimum, and a fee shown as a range is charged within that range. In both cases Oneeva confirms the amount in writing before the work starts.

D.3 Fees are earned as clauses 6.6 and 6.7 provide and are non-refundable once earned. A different fee stated in your Quotation prevails for your booking.

D.4 The booking fee in clauses 10.3 and 13.2 is the ticket issuance fee or the stand-alone hotel or non-hotel booking fee above. The refund-processing fee in clauses 11.6, 12.1 and B1.4 is the cancellation and refund processing fee above.

Fee Schedule version FS-2.1 · Effective date: 1 October 2026

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References to clauses and Parts are to Oneeva's Terms and Conditions. Read the full Terms and Conditions or download the PDF (v2.5). Download the Cancellation and Refund Policy (PDF, v2.5). Pay only through Oneeva's Official Payment Channels.