Refund Policy

Customer satisfaction is a key priority. For this reason, customers may request a refund if they are dissatisfied with the professional assistance services provided.

To initiate a refund request, customers must submit a request through the contact form available on the website and clearly explain the reason for requesting a refund.

Refund Eligibility Requirements

Refund requests are subject to the following conditions:

  • Requests must be submitted within a maximum period of thirty (30) days from the date the customer receives the email confirming successful payment. Requests submitted after this timeframe will not be considered, except in exceptional circumstances evaluated solely at the Company’s discretion.

  • Refund requests related to multiple Electronic Travel Document orders must be submitted separately for each individual order.

  • Customers whose Electronic Travel Document has not yet been submitted to the Government are eligible for a full refund.

  • Customers whose application has already been processed are not eligible for a refund of the Company’s service fee.

  • Government assessment or processing fees associated with approved applications are strictly non-refundable.

  • Customers whose application has been denied by the Government are eligible for a full refund.

  • Fees related to additional or ancillary services are non-refundable once those services have been completed.

  • If an insurance service was purchased, the refund request must be submitted through the contact form. In such cases, a full refund of all fees excluding the insurance fee will be issued. Requests submitted through other channels may not be processed.

Refund Processing and Timelines

  • Approved refund requests are processed within seventy-two (72) hours using the same payment method originally used for the transaction.

  • Depending on the customer’s payment provider or financial institution, refunded amounts may take ten (10) to fifteen (15) business days to appear. These delays are outside the Company’s control.

Insurance Refunds

  • Insurance-related refund requests must be submitted exclusively through the contact form.

  • Insurance refunds are applicable only in cases of travel cancellation due to illness, force majeure events, or transportation cancellations.

  • Expenses such as airfare, accommodation, transportation, or other travel-related costs are not covered.

  • Insurance refund requests must be submitted within one hundred twenty (120) days from the date of the insurance payment confirmation email.

For further information regarding this Refund Policy, customers may contact support through the designated support channel listed on the website.