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Find more info about how to answer each question below:

Select your nationality from the dropdown list. This information is used to determine the visa requirements and applicable fees.

Select the type of visa you're applying for. The various types include different durations and entry types. Make sure to choose the one that matches your travel plans.

Please select the date you will be arriving at your destination. This date will help us determine the validity period of your visa.

Enter your first name and middle name exactly as they appear in your passport, using letters A-Z.

Enter your last name exactly as it appears in your passport, using letters A-Z. If you don't have a last name, enter "N/A."

Select your date of birth from the dropdown menus. Make sure this matches the date of birth listed in your passport.

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Legal · Refunds

Fair, honest refunds — explained kindly.

A warm, easy-to-read guide to how refunds work with our small travel-preparation team. Please take your time — and if anything is unclear, a real person is one email away.

Effective 1 January 2026Easy 4-minute readJump to contents
At a glance
  • Two different fees
    This page is about our service fee. Any government fee follows its own rules.
  • Honest, never exaggerated
    We do not promise refund guarantees we could not truly keep.
  • A reply within 24 hours
    Write to [email protected] with your reference. A real person will reply.
Legal libraryPrivacy PolicyTerms of ServiceRefund PolicyDisclaimer
01

Two different fees may apply — please read this first

Understanding these two fees is the most important step in understanding how a refund works. Let's look at them together.

  • Our service fee — paid to ETIAS Visa Portal for the step-by-step guide, the careful human review of your details, and patient email support.
  • Government fee — set by the authorities themselves. This is separate from our service fee, and it is not refundable through us.

This page only describes refunds for the service fee paid to ETIAS Visa Portal.

02

When a service-fee refund may be offered

A refund of our service fee may be offered in any of the following situations.

  • You let us know you would like to cancel before any work has been done on your step-by-step guide.
  • A payment was accidentally taken twice for the same step-by-step guide.
  • We are unable to provide the service for a reason that is clearly our responsibility.
03

Situations where a refund is not usually offered

We are honest about this so there are no surprises later.

  • Your step-by-step guide has already been reviewed, prepared, or sent on your behalf.
  • The authorities have not approved your travel authorisation. Only they can make that decision.
  • The details shared with us were not accurate, and this prevented us from completing the work.
  • Government fees are paid to a third party, not to us, so they cannot be refunded through us.
04

How to kindly ask for a refund — step by step

Please write to [email protected] from the email address you used during your step-by-step guide. Please include:

  1. Step 1: Your reference number. Don't worry — it appears in the confirmation email we sent you.
  2. Step 2: A short, friendly description of what happened. There is no right or wrong way to write it.
  3. Step 3: Any helpful photos or screenshots, if you happen to have them.

A real specialist on our team will read your message within 24 hours and reply kindly, in plain English, with a clear next step. You will never receive a template response.

05

How long an approved refund usually takes

When a refund is approved, the money is sent back to the same payment method you used. The time it takes to appear on your statement depends on your bank or card provider — it can be a few days, and in rarer cases a few weeks. We will write to you as soon as the refund leaves our side, so you know it is on its way.

06

Why we do not promise blanket guarantees

You may have seen other services advertising "full-refund guarantees" or "money back, no questions asked." We do not say that, because it would not be honest about how the service truly works. Our gentle promise is simpler: when a refund is the right thing to do, we will process it kindly. When it is not, we will explain why, gently and in plain English.

07

Common questions about refunds

What if my travel authorisation is not approved? Only the authorities can decide on an approval. Because our work has been done, the service fee is not usually refunded in this situation — but please write to us and we will look at your case kindly.

How long until you reply to my refund email? A real person reads every email and writes back within 24 hours, including weekends.

Will a real person look at my request, or just a computer? A real travel specialist personally reads every refund message. You are not alone with a machine.

What if I am not sure whether I am owed a refund? Don't worry. Please just write to us and a real person will gently help you understand your situation.

Need a hand?

Our team is one quiet email away.

No phone trees, no automated replies — a real specialist reads every message and answers within 24 hours.

Contact our team Visit Help Centre