Refund Policy

1. Two kinds of fees

Your payment may include our service fee (what we charge for preparing and assisting with your application) and government fees (set by the authority, which we collect and pass through). If you add Rejection Protection, your payment also includes its fee (section 6).

Government fees are generally non-refundable once an application has been submitted to the authority, because the authority does not return them to us. Where a government fee has not yet been paid to the authority, we will refund it. Rejection Protection is the exception: if the authority refuses a protected traveler, we refund that traveler's government fee as well, on the conditions in section 6.

2. Service-fee refund schedule

Refunds of our service fee depend on how far your order has progressed:

• Before we begin work — full refund of the service fee, available within 14 days of payment provided we have not yet started preparing your application.
• After we begin work but before submission — partial refund of the service fee, reflecting the work already performed.
• After submission to the authority — the service fee is non-refundable, because our work is complete.

3. If we make a mistake

If your application is rejected solely because of an error we made in preparing it, you are entitled to a full refund of our service fee. This commitment is binding. It does not cover refusals based on the authority's discretion, your eligibility, or information you provided or approved. If the refused traveler has Rejection Protection, section 6 applies instead, and the government fee is refunded as well.

4. Inactive orders

If an order remains incomplete and inactive for 12 months, we may cancel it. Any service fee already earned for work performed is non-refundable; unstarted, fully refundable amounts will be returned where applicable.

5. Bundles (visa + arrival card)

When you buy a bundle (an eVisa together with an arrival card in one order), one discounted payment covers both documents. The bundle discount applies to our service fees only; government fees are never discounted.

If your visa application is rejected by the authority, we do not submit the arrival card. The visa government fee follows the authority's policy (section 1). Your visa service fee is refunded per the schedule in section 2. The arrival-card service fee is refunded minus the bundle discount, which is forfeited because the bundle did not complete. The total service amount refunded never exceeds the service amount you paid.

If you cancel the whole bundle before we submit anything, the service fees for both documents are refunded per section 2.

Refunds include the proportional tax collected on the refunded service amounts.

If a traveler in the bundle has Rejection Protection and the authority refuses their visa, section 6 applies to that traveler instead of the second paragraph of this section.

6. Rejection Protection (optional add-on)

6.1 What it is. Rejection Protection is an optional add-on for an eVisa or electronic travel authorization (ETA) that has a government fee, whether you buy it on its own or together with an arrival card. It is never selected for you: you can add it when you choose your visa or at the review step, and remove it at any time before you pay. It cannot be added after payment. Once added, it applies to every eligible traveler on the application or order. A traveler whose application has no government fee is not eligible, is not charged for it, and is not refunded under it. It is not offered for arrival cards bought on their own. It is a service commitment from us, not an insurance product.

6.2 Price. Rejection Protection is priced per traveler, at the percentage shown for your destination, applied to that traveler's government fee and our service fees (after any bundle discount, before tax and before any credit is applied), with a minimum of $2.99 per traveler. The exact amount is shown before you pay and appears on your receipt. Tax may apply. Credit cannot be used to pay for Rejection Protection.

6.3 What we refund. If the authority issues a final refusal of a protected traveler's application after we submitted it, we refund everything paid for that traveler: the government fee, our service fees (in a bundle, including the fees for that traveler's arrival card), the Rejection Protection fee, and the tax charged on them. This applies whatever the reason for the refusal, including a mistake on our part, except as set out in section 6.6. Any part you paid with credit is returned to your credit balance, and cashback credit earned on the refunded amount is reversed. Rejection Protection returns what you paid us; it does not extend to flights, accommodation, or any other costs.

6.4 Automatic refund. You do not need to ask for it. We start the refund within 3 business days after we record the authority's decision, return it to your original payment method, and email you when it has been issued. Your bank may take several more business days to show it. If we cannot complete the refund automatically, we will contact you. A refund under this section cannot be exchanged for credit.

6.5 What is not a refusal. A request for more information or documents, an application returned for correction (which we correct and resubmit), or a delay in processing is not a final refusal.

6.6 When section 6.3 does not apply. Section 6.3 does not apply if the refusal results from information you provided that was false or does not match your documents, if you withdraw or cancel the application after we submitted it, or if you do not provide documents or information the authority requests by its deadline. In those cases, sections 1 to 5 apply instead. While a dispute or chargeback on your payment is open, we pause the refund; any amount your bank returns to you through the dispute counts towards it.

6.7 Refused travelers only. Only refused travelers are refunded. If some travelers on an application or order are approved and others are refused, amounts paid for the approved travelers are not refunded. We do not submit a refused traveler's arrival card, and its fees are included in that traveler's refund.

6.8 If we never submit. If the application is cancelled before we submit it, whether by you or by us, the Rejection Protection fee and its tax are refunded in full, together with any amounts refundable under sections 1 and 2.

7. How to request a refund

Refunds under section 6 for a refusal by the authority are automatic: you do not need to request them. For any other refund, email support@evisa.help with your order details. We aim to respond within 48 hours. Approved refunds are returned to your original payment method via Stripe, and any part paid with credit returns to your credit balance; your bank may take additional time to post the refund.