Refund policy
Cancellation and Refund Policy
Updated 2 August 2026. These terms apply to the visa, legalisation, and other expert services sold in the Rustravel Oy (business ID 1743918-3) online store at rustravel.fi.
Our team is happy to help by phone at +358 40 350 7428 or by email at info@rustravel.fi.
1. Statutory 14-day right of withdrawal
Under the Finnish Consumer Protection Act (Chapter 6), a consumer has the right to withdraw from a service order made at a distance within 14 days of concluding the contract, without giving a reason.
You can give notice of withdrawal:
- by email to info@rustravel.fi, or
- using the store's electronic withdrawal function on the Order cancellation page. A confirmation of the withdrawal request is sent to you by email.
The electronic withdrawal function is based on EU Directive (EU) 2023/2673, which applies from 19 June 2026.
2. Request for immediate processing and loss of the right of withdrawal
Visa and document services are time-critical. When placing an order, the customer expressly requests that Rustravel begin performing the service immediately, before the end of the statutory withdrawal period.
Once Rustravel has started processing the order at the customer's request, the customer remains responsible for the work already performed, Rustravel's service charges, and any official, consular, or other third-party fees already paid, incurred, or committed.
Once Rustravel has fully performed the ordered service with the customer's express prior consent, the statutory right of withdrawal ends.
3. Non-refundable official and third-party fees
Official, consular, visa centre, authority, and other third-party fees are non-refundable once they have been paid, incurred, or committed. These fees cover the administration and handling of the application by the relevant bodies and are not returned if the application is withdrawn, refused, or processed differently than requested.
Such fees include, among others:
- embassy and consulate fees
- visa centre (e.g. VFS Global, VHS) service fees
- official registration and application system fees
- courier and secure logistics charges
- travel insurance premiums
- translation, notarisation, and legalisation costs
4. Visa refusal
If a visa application is refused by the authorities, the customer is not entitled to a refund of Rustravel's service fee or any official, consular, visa centre, insurance, courier, or third-party fees already paid or committed. A refusal does not constitute a failure by Rustravel to provide the ordered visa processing service.
Note: This does not limit customer statutory rights in cases where Rustravel has provided defective service or made a material error.
5. Visa issued for a shorter period than requested
If an application is submitted for a long-term or multiple-entry visa, but the authority issues a visa for a shorter duration or single entry, no price difference is refunded. The price covers the application preparation and processing service requested, not a guaranteed visa outcome. Official fees are not adjusted or refunded by authorities based on the final decision.
6. Refunds
If an order is cancelled before Rustravel has started processing, the payment is refunded in full.
If processing has already started, the amount refunded is reduced by the value of the work already performed and by the fees referred to in section 3. Every cancellation request is reviewed manually; no decision is made automatically.
Refunds are made without undue delay and at the latest within 14 days of receiving the withdrawal notice, primarily to the payment method used for the order. If a refund is made by bank transfer, please provide by email the account number in IBAN format, the BIC/SWIFT code, and the account holder's name.
7. Statutory consumer rights
These terms do not limit the consumer's rights under mandatory consumer protection legislation. These terms do not limit the customer's rights in situations where:
- Rustravel has made a material processing error or acted with gross negligence,
- the ordered service has not been performed at all, or
- the cancellation is made before Rustravel has started processing the order.
A consumer may refer a dispute to the Finnish Consumer Disputes Board (www.kuluttajariita.fi). We recommend contacting the Finnish consumer advisory services first (www.kkv.fi/en/consumer-advice).