Refund policy

You can cancel at any point before we submit. Email support@etas.one with the reference from your receipt. We will tell you what work has been done and what refund applies, before we resolve your request. If we have not started work on the application, we refund you in full.

When we submit an application, we pay the government fee to the Home Office and the application has been prepared and sent. From then on we do not refund the fee, whatever the Home Office decides. That covers a grant, a refusal, a delay, a request for more information and a later cancellation or revocation of an ETA. Once an application has been submitted, the government fee is treated as non-refundable.

Our fee is for checking, preparing and submitting the application, and that work is finished when the application has been submitted, whatever happens next.

This policy does not take away rights that the law gives you as a consumer and that cannot be excluded by contract, including any right to cancel a distance contract within 14 days. By accepting our terms at booking you ask us to start work after payment.

We refund the full amount you paid when:

• We do not submit your application, whatever the reason on our side.
• We decline your booking.
• You cancel before we have started work on the application.
• We submitted details different from the ones you confirmed. In that case we submit a correct application at our cost or refund you in full.
• You were charged more than once for the same booking.

Once the application has been submitted, we cannot refund it. That includes these situations:

• The Home Office refuses the ETA, asks for more information, or takes longer than you expected.
• The Home Office cancels or revokes an ETA it granted.
• You entered a wrong or mistyped name, date of birth, passport number or other detail, and authorised the submission.
• You applied with a different passport from the one you travel on.
• Your plans changed, or you did not travel.
• The traveller did not need an ETA or already held one, which you confirmed at booking.
• You were refused entry at the border. An ETA does not guarantee entry.

Because a mistake cannot be undone after submission, the application asks you to check every traveller and authorise the submission yourself. Please check each detail against the passport, character by character. If you spot an error afterwards, email us immediately: if we have not yet submitted the application, we correct it.

Refunds go back to the payment method you used, through Stripe. They usually appear within 5 to 10 business days, depending on your bank.

Email support@etas.one with the reference from your receipt and tell us what happened. We aim to respond within one business day.

Please contact us before asking your bank to reverse a payment. A chargeback on an application we have already submitted does not undo it, and we will contest it with the case record.