eTourist Refund Policy
Effective date: June 2026. This version applies to every order placed on or after the effective date. Earlier orders are covered by the version in force on their order date, which we keep on file.
In brief
You can cancel for a full refund within 7 days of ordering, as long as we have not started reviewing your application.
Once our review has started, you can cancel within 7 days for a 75% refund.
Once your application has been sent to the government, the order cannot be refunded. This is true whether the government approves it, refuses it, or takes a long time to decide.
If we ask you for information and do not hear back within 7 days, the order is marked Non-responsive and cannot be refunded. Orders not completed within 30 days are closed.
If you have a concern, please contact us before contacting your bank. We reply within one business day.
The full policy below explains each of these points. It applies to every application service sold on any eTourist website, now or in the future, whatever the destination country and whatever the document is called (for example an electronic travel authorisation, an eVisa, or a digital arrival card). In this policy we call it "your travel document" and we call the government body that issues it "the government".
1. Who we are and what you are paying for
eTourist is an independent, privately operated company. We are not a government agency. We are not affiliated with, endorsed by, or acting for any government. Your travel document is issued by the government, and the government alone decides whether to approve it.
You are free to apply directly with the government yourself. For some travel documents, the government charges no fee for a direct application. Using eTourist is a choice: you pay us to handle the application for you.
What you pay eTourist for is our service. We check your details and documents, correct common errors, prepare and submit your application to the government, follow its progress, and deliver the result to you. Our service fee is shown to you before you pay, and our work on your order begins as soon as it is placed.
If the government charges an application fee for your travel document, we show that fee separately at checkout, collect it with your order, and pay it to the government when your application is submitted. If the government charges no fee, the full price you pay is eTourist's service fee, and we say so at checkout.
2. Refund schedule
How much can be refunded depends on two things: the status of your application when you contact us, and how many days have passed since you placed the order. Refunds under this section must be requested within 7 days of the order date.
| Application status | What it means | Refund of the service fee |
|---|---|---|
| Incomplete | We are still waiting for information or documents from you, and our review has not started | 100% |
| Received | We have your application and it is waiting for review | 100% |
| Reviewed | Our team has started checking your application | 75% |
| Info needed | We have checked your application and asked you for more details | 75% |
| With the government | Your application has been sent to the government | No refund |
| Complete | The government has made its decision (approved or refused) | No refund |
| Non-responsive | We asked you for information and did not hear back within 7 days | No refund |
| Expired / Closed | The order was not completed within 30 days | No refund |
The 25% we keep on a Reviewed or Info needed order pays for the checking work already done on your application.
If we collected a government fee and your application has not yet been sent to the government, that government fee is returned to you in full together with your service fee refund. Once your application has been sent, the government fee has been paid to the government and cannot be recovered by eTourist.
The status we use is the status recorded in our order system at the time your request reaches us. We send you an email each time your status changes, so you always know where your application stands.
3. Requests made more than 7 days after the order date
A refund request received more than 7 days after the order date is not eligible for a refund of the service fee, whatever the status of the application. The 7-day period gives you time to change your mind before our work on your order is finished. During that period we send you reminders if your order is waiting on you.
4. Applications sent to the government
Once your application has been sent to the government, the service you purchased has been performed and the order cannot be refunded. This is true whether the government approves your application, refuses it, or has not yet decided, and however long the government takes to decide.
We email you when your application is sent to the government. That email states that the order is now complete on our side and is no longer refundable.
5. Approved applications and delivered documents
When the government issues your travel document, we send it to the email address on your order and make it available through your order link. At that point the service has been performed in full and delivery is complete. Refund requests after delivery cannot be accepted. This includes cases where you later apply directly with the government, decide not to travel, or change your travel plans.
6. Government decisions and Denial Protection
A refusal by the government is not grounds for a refund. The decision belongs to the government alone. Our fee pays for preparing and submitting your application, and that work has been done.
Where Denial Protection is offered for a travel document and you buy it before your application is sent to the government, a government refusal entitles you to a refund of 100% of the service fee for the refused application, returned automatically to your original payment method. The Denial Protection fee itself and any government fee already paid to the government are not refundable.
7. Completing your order and what happens if we do not hear from you
You have 30 days from the order date to complete your application. While your order is waiting on you, we send reminders to the email address on your order and, if you gave us one, to your mobile number.
If we ask you for information or documents and do not receive them within 7 days of our request, the order is marked Non-responsive. A Non-responsive order is not eligible for a refund of the service fee, because the work could not be completed for reasons outside our control. You can still complete a Non-responsive order at no extra cost at any time up to 30 days from the order date.
If the application is not completed within 30 days of the order date, the order is closed and marked Expired. An Expired order cannot be refunded, completed, or reopened.
If we collected a government fee on a Non-responsive or Expired order and the application was never sent to the government, that government fee is returned to your original payment method when the order is closed.
8. Processing times and service levels
Where we offer different service levels (for example Standard, Rush, or Super Rush), the processing time for each refers only to the time eTourist takes to check, prepare, and send your application. It starts when we have everything we need from you in complete form. It does not include the time the government takes to decide.
Government processing times are outside eTourist's control and are not grounds for a refund. If you believe we did not meet our own processing time on a complete application, contact us and we will review your order.
This policy applies in the same way to every service level.
9. Partial refunds, courtesy refunds, and settlements
Sometimes we may offer you a partial refund or a courtesy refund to resolve a concern, even where this policy does not require one. Any such offer is a goodwill gesture made outside this policy. It is not an admission that the charge was wrong or that the service was not provided, and it does not cancel your application or your travel document unless we say so in writing.
Offers are made in writing to the email address on your order. When you accept an offer, either by replying to confirm or by continuing with the application as described in the offer, we process the refund and the concern is resolved in full. A courtesy refund can only be issued while no payment dispute is open on the order.
10. Before you contact your bank
If you have a concern about your order, please contact us first. Most concerns are resolved within one business day, and any refund you are entitled to under this policy is issued without a bank dispute being necessary.
Opening a payment dispute (a chargeback) with your bank does not speed up a refund. Card network rules prevent us from refunding a charge while a dispute is open on it. A dispute raised on an order that has been sent to the government or delivered is answered with the full record of the order, including your acceptance of this policy at checkout, the status emails sent to you, the government submission and decision, and the delivery record for your travel document.
11. How to request a refund
Contact us on Live Chat or by email at support@etourist.com. Please tell us the email address on your order, your order number if you have more than one, and the reason for your request.
We confirm every refund decision in writing to the email address on your order. The confirmation states the status of your application at the time of your request and the section of this policy that applies.
12. Refund timing
Once a refund is approved, please allow up to 3 business days for us to process it and up to 14 business days (Monday to Friday) for it to appear on your statement. Refunds always go back to the original payment method. If a refund has not appeared after 14 business days, contact your bank or card provider with the refund confirmation we sent you.
13. Our records
We keep a record of every order. It includes your acceptance of this policy and our Terms and Conditions at checkout, the price shown to you, the status of your application over time, every email and reminder we send you and whether it was delivered and opened, and the government's confirmation of submission and decision. We use these records to answer refund requests and payment disputes.
14. Changes to this policy
We may update this policy from time to time. Each version carries an effective date and version number. The version in force on the date of your order is the one that applies to it, and earlier versions are available on request.
Need help?
Reach us on Live Chat, at support@etourist.com, or via our Contact page. For full details of our service, please read our Terms and Conditions.