Refund Policy
We want to be fair and transparent about how refunds work.
Before Your Application Is Processed
If you request a cancellation before our team has begun reviewing your questionnaire, you are eligible for a full refund of our service fee. Please contact us as soon as possible at [email protected].
After Review Has Begun
If our team has already begun reviewing your application, a partial refund may be available. The exact amount depends on how far along the process has progressed. We will explain this clearly when you contact us.
After Processing Is Complete
Once your application has been fully processed and sent to US authorities, the government processing fee is non-refundable. Our service fee refund will be assessed on a case-by-case basis.
Denied Applications
If your ESTA authorisation is denied, our service fee is non-refundable as the service (guided questionnaire and human review) has been fully provided. The government processing fee is also non-refundable.
How to Request a Refund
To request a refund, please send an email to [email protected] with your reference number. Our team will respond within 24 hours with clear information about your refund eligibility and next steps.