Complaints & Customer Resolution

Our approach to customer complaints

A complaint is an expression of dissatisfaction relating to a product, service, payment, communication or other matter for which KE-Visa may be responsible.

Complaints should be considered according to their individual circumstances, using relevant information and applicable contractual and legal requirements.

Customers should be treated respectfully, and raising a complaint does not remove their statutory rights.

This page is intended to make the process understandable without promising a particular result before the facts have been reviewed.

What issues can be raised?

Customers may raise concerns about matters connected with KE-Visa's own services, including:

• Unexpected charges or questions about the amount paid.
• Payment marked pending despite an apparent successful charge.
• Duplicate payments or disputed transactions.
• Refund or cancellation requests.
• Errors in application-assistance records.
• Problems uploading or associating supporting documents.
• Service delays or unclear communications.
• Concerns about personal information or document handling.
• Disagreement about the scope or performance of a purchased service.
• Website accessibility or technical problems affecting service use.

Not every problem constitutes a breach by KE-Visa. The review should distinguish issues within our control from decisions or actions of independent third parties.

Before submitting a complaint

Some issues may be resolved more quickly by checking your order confirmation, payment receipt or previous support correspondence.

For a payment concern, confirm whether the bank entry is a completed charge or a temporary authorisation hold.

For an application concern, distinguish between payment confirmation, document receipt, service processing and official government approval.

How the complaint review process works

More complex matters may require additional verification, including information from a payment provider or other relevant party.

Where additional information is reasonably necessary, the customer may be asked to provide it through a secure channel.

Information that helps us investigate

Providing clear information can help identify the relevant transaction or service.

• Your name and a reliable contact email.
• Your order or application reference, if available.
• The date of the relevant transaction or event.
• A clear description of what happened.
• Any relevant prior correspondence or support reference.
• The outcome or remedy you are requesting.

Only provide personal information that is reasonably necessary. Do not submit card security codes, banking passwords or unrelated identity documents.

Complaint submission form

The following form shows the information needed for a complaint. Online submission is not yet enabled in this standalone webpage.

Acknowledgement, investigation and response times

The time needed to assess a complaint depends on the nature of the issue, the information available and whether third-party verification is required.

A payment discrepancy may require confirmation from the relevant payment provider. A document concern may require reviewing application records and upload history.

KE-Visa should communicate applicable response arrangements through its operational support process. This page does not promise a fixed resolution deadline.

Any legally required response periods, including those applicable to data protection requests, remain in force.

Possible complaint outcomes

Depending on the circumstances, a complaint review may result in:

• An explanation of the relevant transaction or service record.
• Correction of an administrative error.
• Further assistance with an unresolved technical problem.
• Review of a disputed charge or potential duplicate payment.
• Assessment of a refund or cancellation request.
• Referral to the appropriate provider or authority where the matter is outside our control.
• A reasoned decision that no further remedy is due.

Any resolution must be consistent with applicable law and the customer's contractual rights.

Complaints about payments, refunds and charges

Customers may question an unexpected charge, a payment recorded as pending, a duplicate collection or the handling of a refund request.

These matters should be reviewed using relevant order records and reliable payment-provider information.

A payment should not be treated as successfully completed solely because the customer returned to the website after checkout.

Refund eligibility depends on the facts, service conditions and applicable consumer law.

Read our Payment Policy and Refund Policy for more information.

Complaints involving official Kenya eTA decisions

KE-Visa may provide independent administrative assistance, but immigration decisions are made by the competent Kenyan authorities.

A complaint submitted to KE-Visa cannot reverse an official eTA refusal, compel approval or guarantee a processing date.

Where a concern relates to an official government decision, the traveller should consult the relevant official procedures.

A complaint about KE-Visa's own handling of the application remains a separate matter that may be reviewed by KE-Visa.

Privacy, identity documents and data protection complaints

Concerns about personal information may involve incorrect records, document access, retention, deletion or suspected unauthorised disclosure.

Such concerns should be directed to the verified privacy contact identified by the company.

Where a request constitutes an exercise of rights under the GDPR, the relevant statutory requirements and response periods apply independently of this general complaint process.

Customers may also have the right to complain to a competent data protection supervisory authority.

See our Data Protection, Document Policy and Privacy Policy pages.

Escalation, consumer protection and independent remedies

If a customer remains dissatisfied after receiving a response, they may request further clarification or review through the company's available support channels.

Depending on the circumstances and applicable jurisdiction, customers may also have access to consumer protection bodies, competent courts, payment-provider dispute procedures or other legally available remedies.

Customers in Spain may consult the relevant consumer authorities for information about their rights. Cross-border consumers may have additional assistance channels, depending on eligibility.

No provision of this page prevents a customer from exercising mandatory legal rights.

Confidentiality and handling complaint information

Complaint information may contain personal details, transaction references or other sensitive records and should be handled with appropriate safeguards.

Access should be restricted to personnel or providers with a legitimate need to process the complaint.

Personal data should not be retained longer than necessary for the relevant purposes and applicable legal obligations.

Any sharing with payment providers, advisers, regulators or other recipients must have an appropriate legal basis.

Contact KE-Visa about a complaint

For an existing order or service concern, use the company's verified support contact and include your order reference where available.