Refund Policy

Customer satisfaction is a top priority for our Company. Therefore, we provide customers with the option to request a refund if they are not fully satisfied with our professional assistance services.

To submit a refund request, please complete and send the contact form available at the link below, clearly stating the reason for your request.

Contact Form

Refund requests are evaluated within 24 hours of receipt. Our Customer Service team carefully reviews the reasons provided and the specific circumstances of each case to determine whether the refund will be approved or declined. In all cases, customers will be notified of the outcome of their request.

Refund requests must be submitted within 30 days of receiving our confirmation email for successful payment of professional services. Requests made after this period will not be eligible for a refund, except in exceptional cases, depending on the customer’s circumstances.

Key points about refund

• If you are requesting a refund for multiple Electronic Travel Document orders, each request must be submitted separately.
• Customers whose applications have not yet been submitted to the Government at the time of the refund request are eligible for a full refund.
• Customers whose applications have already been approved by the Government are eligible for a partial refund of 50% of our service fee. Please note that the Government’s processing fee is non-refundable.
• Customers whose applications have been denied by the Government may request a full refund, subject to review of the specific circumstances, in line with our professional service guarantee.

If your refund request is approved by our Customer Service Department:

• The refund will be processed within 72 hours of receiving the request, using the same payment method originally used for our professional services.
• A confirmation email will be sent once the refund has been issued.
• Depending on your payment provider, the refunded amount may take up to 10 business days to appear in your account.

If you need more information, please refer to our:

• TERMS AND CONDITIONS
• PRIVACY POLICY

Company Information