Service is offered in Mandarin, Cantonese and English
Hours
The Visa Information Call Center has pre-recorded visa information
available 24 hours a day, 7 days a week. Live operators are available from 7 am
to 7 pm, Monday through Friday and 8 am to 5 pm, Saturday.
Payment
The charge is 54 RMB for 12 minutes or 36 RMB for 8 minutes. Any
unused minutes within 12 months from the date of first activation can be reused
at a later time or transferred to another party. There are 2 methods of
payment.
1. CITIC pre-paid PIN card
All CITIC banks that sell the MRV fee also sell pre-paid PIN cards for 54 RMB
that can be used to access the Visa Information Call Center for 12 minutes and
cards for 36 RMB that can be used to access the Visa Information Call Center
for 8 minutes, respectively.
2. Credit/Debit Cards via the Visa Information Call Center website
Users can go to https://www.usavisainformation.com.cn/eng/welcome.aspx
to use credit/debit cards to pay for the service. Users pay 54 RMB or 36 RMB
and receive a PIN number which can be used for 12 minutes or 8 minutes,
respectively.
For general inquiries regarding the Visa Information Center Service, you can
call our Customer Service Helpdesk 86 21 50623880. This service is available
from 8am to 5pm Monday through Friday, excluding Chinese Public Holidays. This
service is currently answered in Mandarin only. Please note that specific
information relating to US VISA service and Non Immigrant Visa appointments can
not be provided by the Customer Service Helpdesk. This information should be
obtained by calling 4008-872-333. For technical issues, please email to
technical.support@usavisainformation.com.cn
Group appointments: Terms and conditions
Groups can book appointments through this website, providing they answer to the
following conditions:
Definition of a group:
6 people or more
Traveling together
Same purpose of travel
Same time of travel
Our hours of operation for the Group Appointments Service are Monday to Friday
8 am to 5 pm (excluding Chinese Public Holidays)
Visa appointments are determined by the US Embassy and Consulates in China and
allocated on a first available appointment basis.
No refund if possible once the payment has been done.
One individual cannot be substituted for another in a group booking.
Once the payment has been done, the size of the group cannot be increased.
The individual making the appointment request must provide the correct
information in the correct format or the appointments cannot be facilitated.
Please note that you can only send one request for appointments per order
number. No refund and no reservation will be made if you do not use up the
amount of appointments you have ordered.
No rescheduling will be made once the appointments have been made.
Procedure
Pricing:
Fax method:
18 RMB per individual appointment
Email method:
12 RMB per individual appointment
Payment method:
Prepaid option only
Payment to be made via the B2C website using VisaCard, MasterCard or Chinese
credit or debit card accepted through the payment gateway.
Once payment has been processed, an order number for the group is provided
through the B2C website and also emailed to the individual who made the
payment.
By fax and email
Fax and email template are emailed to the individual who made the payment on
the B2C website.
Group leader will fax or email the appointment lists to the Visa Call Center.
Confirmation reply by fax or email within 24 hours of receipt (unless request
is received after closing, on a Saturday, Sunday or public holiday)
Refund Policy
Refunds will be given under the following circumstances:
Only refund to the customer who has not activated the PIN within 12 months from
the date of purchase subject to verification by the database of US Visa
Information Service Center;
The refund request has to be in writing via letter; and
That the customer shall have paid for the pin by Visa, MasterCard or China
issued credit card or debit card via our website or by purchasing a China CITIC
Bank prepaid pin card (36RMB for 8 minutes or 54RMB for 12 minutes).
Refunds will be NOT given under the following circumstances:
If the customer used the PIN to call the visa information service for any
reasons and this has been verified by US Visa Information Service Center
database.
If the customer has purchased a damaged (i.e. PIN number is not readable) CITIC
Prepaid pin card from the China CITIC Bank and has the right to exchange the
damaged card for a replacement pin card with China CITIC Bank counter
immediately.
FAO and waiban service payment are not refundable as payments are pursuant to
post-paid service
Non FAO group payments are not refundable
Refund Procedures
The letter should be sent to:
Vision-X Enterprise Management, Ltd
Shanghai Mail box 122-063
Information Required in the letter:
Contact person's name
Copy of contact person's ID
Contact person's China local phone number and address;
Person's China local bank account number for refund, name of the bank and
account holder's name;
Money order or postal note number or copy of the slip
Date and method of the purchase
Copy of China CITIC Bank Prepaid PIN card if the customer never used and the
copy of receipt from CITIC Bank
If the pin was purchased from the website:
Order number
Pin number
Email address
The customer is advised to send the refund request letter by EMS or express
mail to ensure receipt of the name by Vision-X. Vision-X will not be
responsible if the customer's refund request letter is lost in the mail.
Standard turnaround time
Standard turnaround time for refund is within one month from the date we
receive the customer refund request letter. We will notify the customer of its
decision to refund or to reject the refund request for the reasons stated in
this policy within one month from the date we receive the customer refund
request letter.
