Cancellation, Refund & Fee Policy
Once you accept a place on a United Vision activity, real costs are committed on your behalf — host fees, training materials, accommodation, and visa support. You usually buy your own flight and we reimburse you after you arrive. This page explains exactly when a cancellation is accepted free of charge, when fees apply, and how the process works. Please read it before submitting the acceptance form.
Why this policy exists
The reasoning behind every clause
United Vision is a small non-profit. We don't keep cancellation fees as profit — every euro we collect goes straight back into covering costs we have already paid to airlines, hostels, host organisations, and trainers on your behalf.
When you are selected for a project and you confirm your place, we immediately start spending money that you do not see: we pay registration fees to the hosting organisation, reserve your accommodation, prepare your visa-support paperwork, and order training materials. Most of these costs are non-refundable once the deadline passes.
You usually buy your flight yourself and we reimburse you according to the Erasmus+/ESC distance bands once you have submitted boarding passes and receipts (see Section 4 of the Volunteer Agreement — reimbursement within 45 days). If you cancel, no flight reimbursement is paid; the cost of an unused ticket stays with you and must be claimed via your travel insurance.
If a selected volunteer drops out for a non-valid reason, the money we already paid to hosts and partners is lost — and the next volunteer in line cannot use those bookings because they were committed in your name. The fees described below exist only to cover that real, documented loss.
What counts as a valid cancellation reason
No fee · Full administrative goodwill
A "valid reason" is one that is unexpected, outside your control, and supported by written proof. If your situation meets these three tests, you will not be charged any cancellation fee, and we will work with you to defer participation to a future activity wherever possible.
✓ Accepted — no fee applies
- Serious illness or accident affecting you (with medical certificate)
- Hospitalisation or surgery scheduled or unexpected
- Death or critical illness of an immediate family member (parent, sibling, child, spouse) — with documentation
- Visa refusal by the destination country despite a complete and timely application
- Government travel ban, war, or natural disaster in the host country
- Cancellation or major change of the project by United Vision or the hosting partner
- Mandatory military or civil service call-up dated after your selection
- University or workplace emergency that legally prevents travel (with official letter)
- Pregnancy complications with medical advice not to travel
- Loss of passport or essential travel document under verified circumstances (police report required)
✗ Not accepted — fee will apply
- "I changed my mind" or "I don't feel like going anymore"
- "My friends couldn't come with me"
- Found a better-paying opportunity (job, internship, paid programme)
- Started a relationship and want to stay home
- Decided you don't like the destination after seeing photos
- "The flight ticket is too expensive" — the travel budget is clearly stated in your offer email; by accepting the offer you accepted that budget
- Mild homesickness anxiety before the activity has started (we offer support — talk to us)
- Late visa application that you delayed yourself
- Booked another trip that overlaps
- "My family doesn't want me to go" with no documented reason
- Forgot or lost interest after selection
- Vague reasons without supporting documents ("personal reasons", "something came up")
Invalid reasons — explained in plain language
So there are no misunderstandings later
We notice that almost all disputed cancellations fall into one of the patterns below. We list them clearly here so that you can decide before accepting your place whether you are truly ready to participate.
"I can't come anymore." Without a reason, this is treated as a unilateral withdrawal. The administrative fee and any non-refundable booking costs apply.
"Something personal happened." We respect privacy, but we cannot waive a fee based on an unverifiable statement. If you don't wish to disclose details, you can send the relevant document directly to our administrator under a confidentiality request — we only need to confirm the category of the reason, not the specifics.
"I found a job." A new paid opportunity is good news, but it is not an emergency. You had the option to decline the place before confirmation. Once confirmed, the slot is reserved with real money.
"The flight ticket is too expensive." The Erasmus+/ESC travel budget is calculated from EU distance bands and is stated in the same email as your selection offer. By accepting the offer, you accepted that budget. If you find a ticket above the budget, the difference is your responsibility — this is set by the funder, not by United Vision, and is not grounds for a free cancellation. If you cannot find any ticket within the budget after searching properly, contact us before confirming your acceptance so we can advise on alternative dates, airports, or routings.
"I'm afraid to fly / stressed about going." This is normal and we take it seriously — please contact us as soon as possible so we can offer pre-departure support, talk to other returning volunteers, or pair you with a buddy. Anxiety without medical documentation, raised only at the last minute, is not treated as a valid cancellation.
"My family doesn't agree." If you are an adult and selected on the project, the contract is between you and United Vision. Family disagreement after confirmation does not waive the fee, although we are happy to arrange a video call with your family before you confirm.
How to cancel — step by step
Send an email · Reply within 3 working days
If you have to cancel, send us a written email. Phone calls, WhatsApp messages, or verbal notes to staff do not count as cancellation notice — we need a written record. Doing this quickly and clearly is the single biggest factor in whether your cancellation is accepted free of charge.
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Email info@unitedvision.fi as early as possible
Use the subject line: "Cancellation — [Your Name] — [Project Name]". Send from the email address you used in your application so we can match you to your file.
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State your reason and the project start date
Explain in 3–6 sentences why you cannot participate and when the situation arose. Be honest and specific — vague reasons like "personal reasons" or "something came up" will be treated as a non-valid cancellation. We are more flexible with a truthful explanation than with a vague one.
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Attach your supporting documents
Attach the actual documents to the same email — medical certificate, visa refusal letter, hospital discharge, official employer letter, police report, etc. PDF, JPG, PNG and DOC formats are all fine. Documents in Finnish, English, or with a translation are accepted.
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Wait for our written reply (within 3 working days)
We will confirm receipt by email and tell you which booked costs are still refundable and which are already locked in. You will receive a written cost breakdown. If no fee applies, the case is closed and your slot is reopened for the next volunteer.
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If a fee applies, pay the invoice within 14 days
If a fee applies, you will receive an invoice with payment instructions, due 14 days from issue. Unpaid invoices are forwarded to a Finnish collection agency after one written reminder.
Notice periods — how the timing affects your fee
The earlier you tell us, the less you pay
| When you notify us | Typical outcome (valid reason) | Typical outcome (no valid reason) |
|---|---|---|
| 30+ days before | No fee. Slot reopened. | Admin fee only. Most bookings still refundable. |
| 15–29 days before | No fee. Cost recovery from grant if possible. | Admin fee + any hosting / accommodation cost already locked in. |
| 7–14 days before | No fee, but visa costs may not be recoverable. | Admin fee + non-refundable hosting bookings in full. |
| 1–6 days before | No fee, full transparency on lost costs. | Full charges — hosting + accommodation + admin fee. |
| No-show / after departure date | Reviewed individually with documentation. | Maximum charges + you may be excluded from future projects. |
Frequently asked questions
Plain answers to the questions volunteers ask most
Can I cancel just by sending a WhatsApp message?
No. We need a written cancellation by email to info@unitedvision.fi. A WhatsApp note alone is not enough because we cannot reliably file it, attach documents to it, or use it in case of a dispute. After you email us, you are very welcome to also message us on WhatsApp to make sure we saw it.
What if my reason is genuine but I don't want to share private details?
Send the document directly to the administrator with a written request for confidentiality. We only need to verify that the document is real and that it falls into a valid category (medical, family, visa, etc.). We do not store the contents of your medical reports — only the date, issuer, and category.
What does "supporting document" actually mean? Is a screenshot enough?
A supporting document is an official paper or PDF issued by a recognised authority — for example:
- A medical certificate signed by a doctor on letterhead
- A hospital admission or discharge slip
- An embassy letter refusing your visa
- A death certificate or a funeral home statement
- An official letter from your university or employer
- A police report (e.g., lost passport)
A screenshot of a chat or a self-written note is not a supporting document.
I bought my flight already. If I cancel, will United Vision reimburse me?
No. The flight reimbursement is only paid when you actually take the flight and participate in the project. We need your boarding passes and receipts as proof of travel before any reimbursement is processed (within 45 days, per Section 4 of the agreement).
If you cancel, the cost of your ticket stays with you. Most travel insurance policies include trip-cancellation cover for exactly this scenario — submit your ticket and our written cancellation acknowledgement to your insurer. We are happy to provide a supporting letter.
United Vision already reimbursed my flight. Now I have to cancel — what happens?
This is rare because reimbursement normally happens only after you arrive. If it did happen, the reimbursed amount must be returned to United Vision because you did not actually participate. We will send you a written request with our bank details. Where possible, we will coordinate with you so that any insurance refund you receive offsets this directly.
I got a visa refusal. Do I still have to pay anything?
If you applied for your visa on time, submitted all required papers, and the embassy still refused — no fee applies. Send us the embassy's refusal letter as soon as you receive it. If you delayed your visa application yourself or submitted incomplete papers, the fee may apply because the refusal was avoidable.
Can my fee be deducted from my Erasmus+ pocket money?
No. If you do not participate, you do not receive pocket money or any other allowance — there is nothing to deduct from. Fees are invoiced separately and must be paid by bank transfer.
What if I want to be replaced by a friend who can take my place?
Slots cannot be transferred privately. The selection process is competitive and based on motivation letters, age, country quotas, and gender balance set by the funder. However, if you suggest a candidate from our reserve list and they meet the criteria, we may be able to use the existing booking — in which case your fee can be reduced or waived. Suggest this as early as possible.
I'm anxious about going. Is that a valid medical reason?
Anxiety is real and we want to support you. Talk to us first — we offer pre-departure calls, buddy pairing with returning volunteers, and information sessions. If a doctor or therapist provides a written recommendation that you should not travel, that becomes a valid medical reason. Anxiety raised at the last minute with no clinical assessment is reviewed case by case but is not automatically a valid reason.
Will I be banned from future projects if I cancel?
Cancelling for a valid reason has no effect on future applications. Cancelling without a valid reason, or being a no-show, will be noted in your file and we are unlikely to select you for the next 3 months. Repeated no-shows lead to a permanent exclusion from our partner network as well, since we share reliability information among Erasmus+ coordinators.
What if I cancel after I arrive, during the activity?
Mid-activity withdrawal is handled separately. Erasmus+ rules require participants to complete at least the minimum agreed duration. Leaving early without a valid medical or safety reason can result in a pro-rated repayment of travel costs and forfeit of remaining allowances. We will always discuss this with you face-to-face on site before invoicing anything.
I lost my passport / it expired — is that valid?
An expired passport that you were aware of is not a valid reason — you had time to renew it. A stolen passport with a police report, or a lost passport with verified police documentation, is treated as a valid reason if it makes the travel impossible to rebook in time.
What happens if I just don't reply to your messages?
If we cannot reach you within 10 days of repeated written contact, we treat the case as a no-show. The maximum applicable fees are invoiced to the address and email on file. After one written reminder, the unpaid invoice is forwarded to a Finnish debt-collection agency, which adds collection costs on top.
Can I pay the fee in instalments?
Yes — if you contact us before the invoice due date and explain your situation honestly, we can split the fee into two or three monthly instalments without interest. We prefer this to sending the invoice to collection. Don't disappear; ask.
Is there an appeal process if I disagree with the fee?
Yes. Within 14 days of receiving the invoice, you can file a written appeal using our online appeal form at /file-an-appeal. You'll need to provide the ground for your appeal and any new evidence. The Board reviews the case and replies in writing within 30 working days. The Board's decision is final under our internal process.
Does my travel insurance cover the cancellation fee?
Many travel insurance policies include a "trip cancellation" section that covers fees exactly like ours, especially in case of illness or family emergency. Check your policy and submit our invoice to your insurance company. We are happy to provide a written cost breakdown that supports your claim.
