Terms of Service

1. About these terms

These terms apply when you use this website and when you buy our UK ETA application service. When you place an order, they form a legally binding contract between you and us. Our Refunds and Cancellations policy is part of these terms. Our Privacy Notice and Cookie Policy explain how we use personal information.

“We”, “us” and “our” mean Travel & Adventures Limited, trading as ETA Visa Pro. “You” means the person who uses our website or places an order. A “traveller” is each person we prepare an ETA application for, which may include you.

We will email you a copy of these terms with your order confirmation. They are available in English only.

2. Who we are

ETA Visa Pro is a trading name of Travel & Adventures Limited, a company registered in England and Wales under company number 17149161. Our registered office is:

You can email us at info@etavisa.pro. Our team is available Every day, 8am to 8pm UK time.

3. We are not the UK Government

We have no special access to Home Office systems. Using our service does not speed up the Home Office’s decision or improve the chance of an ETA being granted. Our plans differ in how quickly we review your application and in the support we give you, not in how the Home Office treats it.

4. Our service

We help visa-exempt travellers prepare and submit applications for a UK Electronic Travel Authorisation (ETA). This is practical help with the application form: we explain the questions, check your answers and photos for mistakes, and submit the application once you have approved it.

What is included

• A check, before you pay, that an ETA appears to be the right permission for the trip you describe.
• A secure link for giving us the details we need, including images of your passport and a photo of your face.
• A specialist’s review of every answer and photo, looking for errors, gaps and answers that do not match each other or your passport.
• Submission to the Home Office with your written authority, or, if you prefer, guidance while you submit the checked answers yourself.
• Email updates, and the decision forwarded to you when it arrives.

Each plan also includes the features described on our pricing page. The description of your plan at the time you order forms part of your contract.

What is not included

• Legal or immigration advice (see below).
• Answering the Home Office’s suitability questions for you, or telling you how to answer them.
• Visa applications or any other UK immigration application.
• Challenging a refusal, or representing you in a dispute with the Home Office.
• Flights, accommodation, travel insurance, passports or other travel documents.

We do not give legal or immigration advice

Our team helps with forms. We are not solicitors or regulated immigration advisers, so we cannot advise you on how the immigration rules apply to your circumstances. We can explain what a question means, but the answer has to come from you.

If a traveller has a criminal record, has been refused a visa or entry to the UK, has overstayed, or has any other complicated immigration history, we recommend advice from a solicitor or an IAA-regulated adviser before applying. You can find a regulated adviser on GOV.UK. If we think a traveller needs that kind of advice, we will say so as early as we can, ideally before you pay.

5. Who can use our service

• You must be at least 18 years old and able to enter into a legally binding contract.
• Each traveller must be able to apply for an ETA. In general, that means a national of a country whose citizens do not need a visa for short visits to the UK. British and Irish citizens do not need an ETA, and nor do people who already have a UK visa or permission to live, work or study in the UK. GOV.UK explains who can get an ETA.
• If you are applying for another adult, you must have their permission, and before we submit they must confirm their own suitability answers and give us their own written authority.
• Children under 18 need their own ETA. A parent or legal guardian must place the order for a child and give written authority for the application.

We may ask for reasonable evidence that you can act for a traveller, and decline an order if we are not satisfied.

If you buy for business purposes, for example for employees, the parts of these terms that only apply to consumers (such as the legal right to cancel) do not apply to you, and section 15 limits our liability.

6. Your responsibilities

The Home Office decides each application on the information in it, and we can only check what you give us. You agree to:

• give us true, accurate and complete information for every traveller;
• make sure each traveller answers the suitability questions personally and honestly;
• use the passport the traveller will travel on. An ETA is linked electronically to one passport, so a new passport needs a new ETA;
• check the final answers carefully before you approve them;
• tell us straight away if anything changes before we submit, such as a new passport or a change of name;
• reply to our questions promptly, keep your contact details up to date and check your spam folder for our emails;
• check the other requirements for your trip yourself, such as passport validity and the rules of any other country you pass through.

7. How an order works

1. You send an enquiry or start an application on our website. This does not commit you to anything.
2. A specialist contacts you, checks that an ETA appears to be right for your trip, confirms the total price and sends you a secure link for the application details.
3. Before our review starts, you pay our service fee and the government fee through our payment provider, and tell us if you want us to start straight away (see section 12).
4. We email you to confirm your order. The contract begins when we send that email.
5. We review the application, you approve the final answers and give written authority, and we submit it (or guide you while you submit it).
6. We forward the Home Office decision to you.

We may decline an order before the contract begins, for example if a traveller does not need an ETA or cannot get one. If you have already paid, we will refund you in full.

8. Your authority for us to submit

We only submit an application after you have approved the final answers and confirmed in writing that you authorise us to submit it. For another adult, that confirmation must come from them. For a child, it must come from a parent or legal guardian.

• We submit the answers exactly as you approved them. We never change the meaning of an answer, and we will not change anything after you approve it without asking you first.
• We never answer a suitability question for you, or suggest that you leave something out.
• The application includes a declaration that the information is correct. We complete it only on the basis of your approval, and you remain responsible for the answers being true and complete.
• The Home Office may contact the traveller directly, or send its decision to the email address in the application. Please forward to us anything you receive from it.

You can withdraw your authority by emailing us at any time before we submit. Once an application has been submitted, we cannot change it.

If you would rather submit the application yourself, we will send you the checked answers and guide you while you submit them on GOV.UK or in the UK ETA app. You then pay the government fee directly to the Home Office, and we refund any government fee you have already paid us.

9. Fees and payment

Every order has two separate parts: our service fee, which pays for our help and depends on your plan, and the government fee, currently £20 per traveller, which we pay to the Home Office on your behalf when we submit. We pass the government fee on in full and add nothing to it.

Our service fees include VAT where applicable. Before you pay, we show you both fees separately, with the total. We do not add card surcharges or booking fees.

Prices are in GBP. Payments are taken by our third-party payment provider, and we never see or store your full card details. If your card is in another currency, your card provider sets the exchange rate and may charge a fee.

The price we confirm for your order will not change, with one exception. If the government fee changes after you pay but before we submit, we will tell you: if it has gone up, you can pay the difference or cancel for a full refund, and if it has gone down, we refund the difference. If we make an obvious mistake with a price, we will tell you before starting work, and you can pay the correct price or cancel for a full refund.

10. Processing times

How quickly we review your application depends on your plan:

• Standard: Specialist review within 24 hours.
• Priority: Specialist review within 2 hours, 8am–8pm, 7 days.
• Family & group: Specialist review within 24 hours.

Review times run from when we have your payment and all the information we need from you.

After submission, timing is up to the Home Office. It says most applicants get a decision within 3 working days, but some take longer, and it may ask for more information. We cannot speed up its decision. Please apply well before you travel, and do not travel until the traveller has an approved ETA.

11. No guarantee of an ETA or of entry to the UK

Only the Home Office can decide whether to grant an ETA. We cannot influence its decision or guarantee that any application will be approved.

An ETA gives permission to travel to the UK, not a guarantee of entry. On arrival, a Border Force officer decides whether to let the traveller in. Airlines and other carriers will also check that each passenger has the permission they need before boarding.

Unless a refusal was caused by a mistake we made, we are not responsible for travel costs or other losses if an ETA is refused or delayed, or if a traveller is refused boarding or entry. Our Refunds and Cancellations policy explains what we do when a refusal is our fault.

12. Your right to cancel

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel our contract within 14 days without giving a reason. The 14 days start on the day after we send our order confirmation.

If you want us to start straight away

Most applications are finished well within 14 days. If you want us to begin during the cancellation period, we will ask you to request this expressly when you pay, and to confirm you understand that:

• if you cancel after we have started, we may charge for the work done up to the time you tell us; and
• you will lose your right to cancel once our service has been fully performed.

Our service is fully performed 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. If you do not ask us to start straight away, we will begin our review once the 14 days have ended.

What you pay if you cancel

• Before we start work: we refund everything you have paid.
• After we have started but before we submit: we refund the government fee in full, because it has not yet been paid to the Home Office. From the service fee, we deduct a proportionate amount for the work done up to the time you tell us, never more than 50% of the service fee for each traveller.
• After we have submitted: you no longer have the right to cancel. The Home Office keeps the government fee, and our service is complete.

If more than 14 days have passed but we have not yet submitted, you no longer have a legal right to cancel, but we will treat a cancellation in the same way.

How to cancel

Email us at info@etavisa.pro with your name and reference number, saying that you want to cancel. You can use the form below, but you do not have to.

If you cancel under this section, we will refund you within 14 days of the day you tell us, to the payment method you used.

13. Refunds

Our Refunds and Cancellations policy explains when we give refunds, including if an ETA is refused, if we find that a traveller does not need an ETA or cannot get one, and if you are charged twice. Refunds go back to the payment method you used.

14. If we cannot continue

We may stop work on an application if:

• a traveller does not need an ETA, cannot get one, or needs legal or immigration advice that is outside our service;
• we are asked to include information we believe is false, or to leave out information the Home Office asks for;
• we cannot confirm that you have authority to act for a traveller;
• we have reasonable grounds to suspect fraud or other unlawful activity;
• you are abusive or threatening towards our team; or
• you do not give us the information we need, even after we have reminded you.

We will tell you why, unless the law prevents us. If we stop for the first reason, we refund everything you paid for that traveller. For any other reason, we refund the government fee in full and deduct a proportionate amount from the service fee for the work done, never more than 50% of the service fee.

15. Our responsibility to you

We will provide our service with reasonable care and skill, as described in these terms and in the plan you chose. If we fall short, please tell us. Under the Consumer Rights Act 2015, you can ask us to put the problem right, and if that is not possible within a reasonable time, you may be entitled to some or all of your money back. Nothing in these terms affects your legal rights, and Citizens Advice can tell you more about them.

What we do not exclude

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law, including your rights under the Consumer Rights Act 2015.

Losses we are responsible for

If we break these terms or fail to use reasonable care and skill, we are responsible for loss you suffer that is a foreseeable result. Loss is foreseeable if it is obvious that it would happen, or if we both knew it might happen when the contract began.

We are not responsible for:

• decisions made by the Home Office, Border Force, airlines or other carriers;
• delays or faults in Home Office systems, including GOV.UK and the UK ETA app;
• problems caused by information that you or a traveller gave us that was wrong or incomplete;
• loss caused by you not following these terms.

Limit on our liability

Apart from the liability described under “What we do not exclude”, our total liability to you for each order is limited to the total amount you paid us for that order.

Business customers

If you use our service for business purposes, we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

16. Using our website

You must not use our website for any unlawful or fraudulent purpose, send false enquiries, give someone else’s details without their permission, try to gain unauthorised access to the website or our systems, introduce viruses or other harmful code, copy content using automated tools such as scrapers, or use our forms to send spam. We may block access, or refuse to deal with an enquiry, if we reasonably believe the website is being misused.

We cannot promise the website will always be available or free from errors. The information on it is general guidance only (see our Disclaimer), and we are not responsible for other websites we link to.

17. Intellectual property

We own, or have permission to use, the content of this website, including its text, design, and our name and logo. You may view it and print or download pages for your own personal use, but you must not copy, republish or sell any part of it for commercial purposes without our written permission.

Names belonging to other organisations, such as GOV.UK and the Home Office, remain the property of their owners. We mention them only to identify those organisations and explain the official route.

18. Your personal information

We need personal information about each traveller to provide our service, including passport details, photos and answers to suitability questions about criminal convictions. Our Privacy Notice explains what we collect, why, who we share it with and how long we keep it. If you give us information about another person, please make sure they have seen it.

19. Complaints

If you are unhappy with our service, please tell us so we can try to put it right. Our Complaints Procedure explains how to complain, how quickly we respond and what you can do if you are still not satisfied.

20. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as Home Office systems being unavailable, sudden changes to the rules or the application process, internet or power failures, cyber attacks, strikes and severe weather.

If this happens, we will tell you and do what we reasonably can to limit the delay. If the delay is likely to be significant, you can cancel, and we will refund you for any part of the service you have not received.

21. Changes to these terms

We may update these terms, for example when the law or the ETA process changes. The “last updated” date on this page shows when they last changed. Your order is covered by the terms in force when you placed it. If the law requires a change that affects an order in progress, we will tell you, and you can cancel if you do not want to continue.

22. Other important terms

• We may transfer our rights and obligations under these terms to another organisation, for example if we sell our business. We will tell you if this happens, and it will not reduce your rights. You may only transfer your rights if we agree in writing.
• This contract is between you and us. Nobody else has any right to enforce its terms.
• If a court decides that any part of these terms is unlawful, the rest will continue to apply.
• If we delay in enforcing these terms, we can still enforce them later.

23. Which law applies

These terms are governed by the law of England and Wales, and you can bring legal proceedings about our service in the courts of England and Wales. If you live in Scotland, you can also bring proceedings in the Scottish courts. If you live in Northern Ireland, you can also bring proceedings in the courts of Northern Ireland.

If you live outside the UK, these terms do not take away any protection you have under the mandatory consumer laws of the country where you live.

24. Contact us

If you have a question about these terms, email us at info@etavisa.pro, write to us at Travel & Adventures Limited, 100a Stricklandgate, Kendal, Cumbria, LA9 4PU, England, or use our contact page. We aim to reply within one working day.