Refund Policy

Agreement to Terms

By using this website to apply for a travel authorisation, you agree to this Refund Policy and our Terms & Conditions. Once you complete your purchase, work on your application begins right away. Once an application has been processed and sent to the government, payments are no longer refundable, regardless of the outcome or of any change to your travel plans.

Refund Eligibility

Our service fees reflect the manual work involved in checking and processing your details. Whether a refund is available depends on the status of your application:

Before any work has begun — 100% refund

Applies only when no internal processing has started on your application. This typically covers duplicate payments, technical problems during payment, and cancellations made before any work or assessment has begun. In these situations we look at the request and take the appropriate action based on the circumstances.

Work in progress — partial refund

Applies once we have started checking your application, or while it needs action from you (for example, correcting a photo or your details):

• Government fee: 100% refundable.
• Our service fee: 25% refundable.

This partial refund covers the manual document-checking work already completed. Amounts paid for additional services are not refundable once work has begun.

Sent to the government — no refund

Once your application has been sent to the government, the service is considered fully delivered and is non-refundable, whatever the outcome.

Additional Refund Remarks

• Where more than one traveller is on an order, eligibility is assessed per traveller, based on that traveller's own application status.
• This policy applies to all processing options, including Standard, Priority and Fast Track.
• You do not have to cancel. Where it is useful to you, we can hold your application instead, at no extra cost, so what you have paid stays against your order.

Timelines

• Refund requests, where eligible, are reviewed within 24 to 48 hours.
• Approved refunds are returned to the original payment method within 3 to 7 business days, depending on your bank or payment provider.