Refunds and Cancellations

1. Summary

Every order is made up of our service fee and the government fee, which is currently £20 per traveller. The table shows what you get back in each situation. The sections below explain the detail.

2. If you cancel before we start work

We start work when one of our specialists begins reviewing your application after you have paid. Checking your eligibility and answering questions before you pay does not count.

If you cancel before our review starts, we refund the service fee and the government fee in full for every traveller you cancel.

3. Your 14-day right to cancel

As a consumer, you have a legal right to cancel our contract within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The 14 days start on the day after we send your order confirmation. Our Terms of Service explain this right in full and include a cancellation form you can use.

Most applications are finished within a few days, so when you pay we ask if you want us to start straight away. If you do, and then cancel within the 14 days, you pay a proportionate amount for the work we have done up to the time you tell us (see section 4).

You lose the right to cancel once our service has been fully performed. That happens when we submit the application to the Home Office, or, if we agreed that you would submit it yourself, when we send you the final checked answers.

4. If you cancel after we start but before we submit

If you cancel once our review has started but before the application has been submitted:

• we refund the government fee in full, because we have not yet paid it to the Home Office; and
• we refund the service fee, minus a proportionate charge for the work we have done up to the time you tell us.

How we work out the charge

The charge reflects how much of our work had been done when you told us, compared with the whole service. If we had only just started, it will be small. If we had finished reviewing every answer and photo and were waiting for your approval, it will be higher. We will tell you the amount, and how we worked it out, before we make the refund.

Whatever stage we have reached, the charge is never more than 50% of the service fee for each traveller. For our current plans, that means:

If you cancel for some travellers in an order but not others, we apply these rules to each traveller separately.

If more than 14 days have passed, you no longer have a legal right to cancel, but we will still treat a cancellation before submission in the same way.

5. After we have submitted your application

Once we have submitted the application, we cannot give a refund, because:

• the government fee has been paid to the Home Office, which keeps it whatever the outcome; and
• our service is complete, since submission is the point at which it has been fully performed.

The only exception is where a refusal was caused by a mistake we made (see section 6).

If we agreed that you would submit the application yourself, our service is complete when we send you the final checked answers. You pay the government fee to the Home Office directly, and we refund any government fee you had already paid us.

6. If your ETA is refused

Only the Home Office decides whether to grant an ETA, and it can refuse an application for reasons that have nothing to do with how the form was completed. If an application is refused, we do not normally give a refund.

The exception is when the refusal was caused by a mistake we made, for example if we entered a detail differently from the document you gave us, or submitted something other than the answers you approved. In that case we will:

• refund our service fee for that traveller in full; and
• pay the government fee for a new application.

A refusal is not caused by our mistake if it results from information the traveller gave us that was wrong or incomplete, from the traveller’s answers to the suitability questions, or from the Home Office’s own judgment.

If you think a refusal was our fault, send us a copy of the refusal notice. We will check our records and tell you what we find.

The Home Office does not offer an appeal against an ETA refusal. A traveller who is refused may be able to apply for a visa instead. That is a separate application with its own fee, and it is not part of our service.

7. If you do not need an ETA or cannot get one

We check eligibility before you pay, but sometimes something only comes to light once we see the full application details. If, before we submit, we find that a traveller does not need an ETA or cannot get one, we refund everything paid for that traveller. For example:

• the traveller is a British or Irish citizen, or already has a UK visa or other permission that means they do not need an ETA;
• the traveller needs a visa instead, because of their nationality, or because they plan to stay longer or do something an ETA does not cover.

The same applies if we find, before we submit, that a traveller’s situation needs legal or immigration advice that is outside our service, and we cannot continue.

8. Duplicate or incorrect payments

If you are charged twice for the same thing, or charged more than the price we agreed, we refund the extra amount in full as soon as we have confirmed it. Please tell us as soon as you notice.

9. How to ask for a refund

Email us at info@etavisa.pro and include:

• your name and your reference number, which starts with EVP;
• the travellers your request covers;
• a short explanation of why you are asking for a refund.

You can also use our contact page and choose “Refund or cancellation”. We will confirm that we have received your request and tell you the outcome in writing.

10. How and when we pay refunds

Refunds go back to the payment method you used.

• If you cancel using your legal right to cancel, we pay the refund within 14 days of the day you tell us.
• For any other refund, we pay within 14 days of agreeing it with you.

Your bank or card provider may take a few more days to show the money in your account. Refunds are made in GBP. If your card is in another currency, the amount you receive may differ slightly from the amount you paid, because of changes in exchange rates and any fees your card provider charges.

11. Before you raise a chargeback

If you think you are owed money, please contact us before asking your bank or card provider for a chargeback. Most problems can be sorted out quickly by talking to us, while a chargeback can take weeks.

Contacting us first does not affect your right to ask your card provider for a chargeback.

12. Your legal rights

This policy does not affect your legal rights as a consumer, including your rights under the Consumer Rights Act 2015 if our service is not provided with reasonable care and skill. Citizens Advice can give you free, independent information about your rights.

If you are unhappy with how we have handled a refund request, you can use our Complaints Procedure.