Refund Policy

We know you want a clear answer before you order. This Refund Policy explains exactly when we refund, how much, and how fast. It applies to every application service sold on etourist.vip for the UK ETA, Thailand TDAC, Malaysia MDAC, Indonesia eVOA and any future destination we add. It also forms part of our Terms of Service.

1. At a glance

Here is the quick summary. The detailed rules follow below.

2. What you are paying for

Every order you place on etourist.vip includes two parts:

• The official government fee set by the destination's immigration authority. We collect this on your behalf and pay it to the government when we submit your application. Once paid, this fee belongs to the government, not to us.
• Our service fee for completing your form, reviewing it, formatting it for the government system, submitting it on your behalf and supporting you.

Each price breakdown appears on your receipt. The refund rules below apply to the service fee. The government fee is only refundable if we have not yet paid it over, which in practice means only before government submission.

3. Full refund window

You can cancel any order for a full refund of the total you paid, including the government fee, as long as:

• You cancel within 7 days of placing the order, and
• Our review team has not yet started working on your file.

Simple orders start review in minutes, which means the full-refund window is often shorter in practice than 7 days. If you change your mind, cancel as soon as possible: you will see the latest status of your order in your email receipt and on the Order Status page.

4. Partial refund window

If our review has already started but we have not yet sent your application to the government, you can still cancel within 7 days of ordering for a 75% refund of our service fee. The remaining 25% covers the staff time already spent on your file. The government fee is also refunded, because it has not yet been paid out.

5. No refund after submission

Once your application has been sent to the destination's immigration system, the order is not refundable. This includes orders where the government:

• Approves your application (the normal outcome, the service was delivered).
• Refuses your application for reasons on their side (nationality, criminal record, prior overstay, policy change).
• Takes longer than usual to decide.
• Asks for additional documents or an interview.

This is standard across the industry: once the government fee has been handed over and our team has done the work, there is nothing left to refund.

6. Non-responsive orders

If our review finds something that needs your attention (a blurred passport photo, a date that does not match, a missing field), we email, chat and WhatsApp you with a short list of what is needed. If we do not hear back from you within 7 days, the order is marked Non-responsive and is not refundable, because we cannot deliver the service without the missing information. Orders that stay incomplete for 30 days are closed permanently.

Please check your spam folder and whitelist [email protected] to make sure our messages reach you.

7. Government refusals

A government refusal is not a service failure on our side. We cannot refund the government fee, because the government keeps it whatever the outcome. We also cannot refund our service fee for a completed and correctly submitted application. What we will do:

• Explain, in plain English, what the refusal letter means.
• Help you understand whether you can reapply, apply for a different document type (such as a standard visa instead of an ETA), or ask for a review.
• Give you a discount on a reapplication, when the circumstances allow.

8. If we made a mistake

If a refusal or a delay was caused by a mistake our team made, such as a typo we introduced during submission, you can choose between:

• A free re-submission. We correct the error, pay the new government fee ourselves if a new fee is required, and send the new application through our priority queue.
• A full refund of everything you paid, including the government fee.

Our review process is designed to catch these mistakes before they ever reach the government, so this happens rarely, but when it does we fix it fully.

9. How to request a refund

Email [email protected] with:

1. Your order number (from the confirmation email).
2. The email address used at checkout.
3. A short reason for the refund request.

We confirm receipt within one business day and tell you which refund category applies. If you prefer, you can also start a refund from the Order Status page using your order number.

10. Processing timeline

Approved refunds are sent back to your original payment method, usually within 3 to 5 business days from our end. Depending on your bank, the money can take another 5 to 10 business days to appear on your statement. Cards issued outside the European Economic Area sometimes take longer. We do not charge any processing fee for the refund itself.

11. Chargebacks

If you believe something is wrong with your order, please contact us before contacting your bank. A chargeback locks the order and we lose the ability to help you with it quickly. We dispute chargebacks on orders we have correctly delivered, and we may suspend accounts that use chargebacks instead of our refund process.

12. Statutory consumer rights

Nothing in this policy limits any mandatory consumer-protection rights you have under the law of your country of residence. If local law gives you a stronger right (for example a longer cooling-off period), that right applies on top of this policy. Keep in mind that most consumer-protection regimes allow a service provider to exclude the cooling-off period once the service has been fully performed, which in our case is at the moment of government submission.

13. Contact us