eTourist Terms and Conditions

Effective date: June 2026. Version 2.0. These Terms apply to every order placed on or after the effective date. Earlier orders are governed by the version in force on their order date, which we keep on file and provide on request.

1. About these Terms

These Terms and Conditions ("Terms") are a contract between you and Travel Zoom LLC, a Delaware limited liability company trading as eTourist ("eTourist", "we", "us"), with its registered address at 1007 North Orange Street, 4th Floor, Suite 1382, Wilmington, DE 19801, United States. They apply to every eTourist website and to every application service we sell through them, now or in the future, whatever the destination country and whatever the travel document is called. In these Terms we refer to the document you order (for example an electronic travel authorisation, an eVisa, or a digital arrival card) as "your travel document", and to the government body that issues it as "the government".

By placing an order you accept these Terms, our Privacy Policy, and our Refund Policy. The Refund Policy forms part of these Terms. You accept them by clicking the payment button at checkout, which is labelled to make that clear, and we record your acceptance with the date, time, and version of each document.

2. Who we are and our relationship with you

eTourist is an independent, privately operated company. We are not a government agency. We are not affiliated with, endorsed by, sponsored by, or acting for any government or government department.

Your travel document is issued by the government, and the government alone decides whether to approve, refuse, or delay it. We do not issue travel documents, we do not influence the government's decision, and we cannot guarantee any outcome or any government processing time.

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 check, prepare, and handle the application for you.

3. What we do and what the price includes

Our service is to check the information and documents you give us, correct common errors, prepare your application, send it to the government on your behalf, follow its progress, and deliver the result to you. We may offer different service levels with different processing times.

The price shown at checkout before you pay is eTourist's service fee for that work. It is not a government fee, and it is charged whether or not the government approves your application, because the work we are paid for is the preparation and submission of your application.

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 our service fee, and we say so at checkout.

Our work on your order begins as soon as it is placed.

4. Your authorisation to us

By placing an order you authorise eTourist to complete and submit your travel document application to the government on your behalf, using the information and documents you provide, to pay any government fee on your behalf, to communicate with the government about your application, and to receive the government's decision and your travel document on your behalf for the purpose of delivering it to you. This authorisation is limited to your order and ends when your order is completed or closed.

5. Your obligations and response times

You must give us information that is complete, accurate, and current, and documents that are genuine. You are responsible for the accuracy of everything in your application, including your name, passport details, travel dates, and contact details. We check for common errors, but we cannot verify facts only you know.

You have 30 days from the order date to complete your application. 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. If the application is not completed within 30 days of the order date, the order is closed and marked Expired. The refund consequences of each are set out in the Refund Policy. We send reminders to the email address on your order, and to your mobile number if you gave us one, while your order is waiting on you.

You must give us an email address you can access and check it while your order is open, because we deliver your travel document and all notices about your order by email.

6. Processing times and service levels

Where we offer 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 to the government. It starts when we have received everything we need from you in complete form. It does not include the time the government takes to decide. Government processing times are outside our control and are not a basis for a refund.

7. Delivery of your travel document

Our service is delivered electronically. Delivery is complete when we send your travel document, or the government's decision on your application, to the email address on your order or make it available through your order link, whichever happens first. We keep a record of each delivery email, including whether it was delivered and opened. No physical goods are shipped.

8. Refunds, cancellations, and courtesy settlements

Refunds are governed by our Refund Policy, which forms part of these Terms. In summary: you may cancel within 7 days of the order date for a full refund of the service fee if we have not started reviewing your application, or for a 75% refund if our review has started; an order cannot be refunded once your application has been sent to the government, once your travel document has been delivered, once 7 days have passed since the order date, or once the order has been marked Non-responsive or Expired. A refusal by the government is not a basis for a refund. Any government fee already paid to the government cannot be recovered.

We may, at our discretion, offer a partial or courtesy refund to resolve a concern even where the Refund Policy does not require one. Any such offer is made outside the Refund Policy as a goodwill gesture. It is not an admission that the charge was wrong or that the service was not provided. When you accept an offer, by replying to confirm or by continuing with the application as described in the offer, the refund is processed and the concern is settled in full. A courtesy refund can only be issued while no payment dispute is open on the order.

9. Payment, card statement, and payment disputes

You agree to provide valid payment details and confirm that you are authorised to use the payment method you provide. The price shown on the payment button is the amount charged for the order. Any additional service you choose after checkout is shown with its own price and requires your separate confirmation before it is charged.

Charges appear on your card statement under our company name, Travel Zoom LLC. If you do not recognise a charge, please contact us first at support@etourist.com and we will identify the order for you.

If you have any concern about your order or the charge, please contact us before contacting your bank. Most concerns are resolved within one business day, and any refund you are entitled to under the Refund Policy is issued without a dispute being necessary. 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 these Terms at checkout, the status emails sent to you, the government's confirmation of submission and decision, and the delivery record.

10. Denial Protection

Where Denial Protection is offered for a travel document and you purchase it before your application is sent to the government, a refusal by the government 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. Denial Protection does not apply to applications refused because the information you gave us was inaccurate or incomplete, or to orders that are Non-responsive or Expired.

11. Government decisions and travel

The government may approve, refuse, or delay your application, request further information, or cancel a travel document after it is issued. These decisions are the government's alone. An approved travel document does not guarantee entry to the destination country; entry is decided by border officials. You are responsible for checking that your travel document matches your passport and travel plans, for carrying the passport used on the application, and for meeting any other entry requirement of your destination.

12. Your order link and security

We give you an order link to view your order and your travel document. Keep it private. Anyone with the link can view your order. Tell us at once if you believe it has been shared without your permission.

13. Accuracy of information and our right to refuse an order

We may refuse, pause, or cancel an order if the information or documents you give us appear inaccurate, incomplete, or not genuine, if we cannot verify your identity or payment, if the application cannot be made for your circumstances, or if we believe the order breaches these Terms or the law. If we cancel an order before sending your application to the government, we refund the service fee and any government fee collected. Errors in prices or descriptions on our websites may be corrected, and we may cancel an order placed at an incorrect price before it is sent to the government, with a full refund.

14. Communications

By placing an order you agree that we may contact you by email, and by text message to any mobile number you give us, about your order: requests for information, reminders, status updates, delivery of your travel document, and answers to your enquiries. Message and data rates may apply to text messages. You may stop reminder text messages by replying STOP; we will still email you about your order. You agree that notices and documents we send electronically satisfy any requirement that they be in writing.

15. Privacy

We process your personal data, including passport and travel details, to provide our service, as described in our Privacy Policy. We share your data with the government only as needed to make your application, and with service providers only as needed to operate our service.

16. Acceptable use

You must not use our websites or service for any unlawful purpose, submit an application for anyone without their consent, provide false information or false documents, interfere with the operation or security of our websites, copy or scrape our content, or resell our service.

17. Intellectual property and feedback

Our websites, content, software, and branding belong to us or our licensors. You may use them only to place and manage your order. If you send us feedback or suggestions, we may use them without obligation to you.

18. Third-party links and services

Our websites may link to government websites and other third-party sites. We are not responsible for their content or availability. Government websites are operated by the government, not by us.

19. Automated tools

We may use automated tools, including artificial intelligence, to check applications and to assist our support team. A member of our team is responsible for every application we send.

20. Disclaimers

Except as expressly stated in these Terms, our service and websites are provided as they are. We do not promise that the government will approve your application, decide it within any particular time, or grant you entry to the destination country. Nothing in this section limits the rights described in section 25.

21. Limitation of liability

To the fullest extent permitted by law, our total liability to you for all claims arising out of or relating to an order is limited to the amount you paid for that order. We are not liable for indirect or consequential loss, including the cost of travel, accommodation, or missed connections, or for any loss caused by the government's decision or processing time, by inaccurate information you provided, or by your failure to respond to our requests. Nothing in these Terms limits liability that cannot be limited by law.

22. Indemnity

You agree to compensate us for any claim, loss, or cost arising from false information or documents you provide, from your breach of these Terms, or from your unlawful use of our service.

23. Suspension or termination

We may suspend or end your access to our websites if you breach these Terms. Sections that by their nature should continue after an order is complete or closed will do so.

24. Changes to our service and to these Terms

We may change our websites, our service, our prices, and these Terms. Each version of these Terms and of the Refund Policy carries an effective date and version number. The version in force on the date of your order applies to that order, and we keep every version on file. Changes do not affect orders already placed.

25. Governing law, dispute resolution, and your consumer rights

These Terms are governed by the laws of the State of Delaware, United States, and any claim relating to them or to our service is to be brought in the state or federal courts located in Delaware, except as stated in this section. Nothing in these Terms affects any rights you have as a consumer under the laws of the country where you live that cannot be excluded by agreement, including any right to bring a claim in your local courts. Before bringing any claim, please contact us at support@etourist.com so that we can try to resolve the matter directly.

26. Time limit for claims

To the extent permitted by law, any claim relating to an order must be brought within one year of the order date.

27. General

These Terms, the Refund Policy, and the Privacy Policy are the entire agreement between you and us about your order. If any part of these Terms is found to be unenforceable, the rest continues to apply. Our failure to enforce a term is not a waiver of it. You may not transfer your order or these Terms to anyone else; we may transfer them to a successor business. No one other than you and us has rights under these Terms.

28. Contact

Travel Zoom LLC trading as eTourist, 1007 North Orange Street, 4th Floor, Suite 1382, Wilmington, DE 19801, United States. Email: support@etourist.com. Live Chat is available on our websites and via our Contact page.