Last updated: 2026-01-03
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Purpose
This Complaints and Appeals Procedure defines how users may submit complaints, claims, or appeals related to the services provided by getvisa.kz. -
Scope
This procedure applies to complaints concerning:
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Service access
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Payments and subscriptions
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Technical issues
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Account-related matters
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General service quality
This procedure does not apply to visa decisions made by embassies, consulates, or government authorities.
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How to Submit a Complaint
A complaint must be submitted using the contact details published on the website.
The complaint should include:
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User identification information
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Description of the issue
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Relevant dates and references
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Supporting evidence, if available
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Review Process
Complaints are reviewed by the service operator within a reasonable timeframe.
The review may include:
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Verification of account and payment records
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Technical diagnostics
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Analysis of service usage logs
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Response Time
The operator aims to respond to complaints within a reasonable period from the date of receipt.
Response time may vary depending on the complexity of the issue.
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Appeals
If the user disagrees with the initial response, an appeal may be submitted.
The appeal must clearly reference the original complaint and provide additional clarification or evidence.
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Final Decision
The decision issued after review or appeal is considered final within the scope of the service. -
Limitation
Complaints related to visa refusals, embassy decisions, or governmental actions are not subject to this procedure. -
No Retaliation
Submitting a complaint in good faith does not result in penalties or restrictions.
Abuse of the complaint process may result in access limitations.
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Changes
This Procedure may be updated.
The current version published on the website is applicable.