Refund Policy

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

1. At a glance

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

2. What you are paying for

Every order you place on etourist.online includes two components:

• 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, carefully reviewing it, formatting it for the government system, submitting it on your behalf and supporting you throughout.

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

3. Full refund window

You may cancel any order and receive a full refund of the total amount 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 begin review within 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 both your email receipt and on the Order Status page.

4. Partial refund window

If our review has already begun but we have not yet transmitted 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 invested in 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, your order is no longer 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 make a decision.
• Requests additional documents or an interview.

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

6. Non-responsive orders

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

Please check your spam folder and whitelist support@etourist.online to make sure our messages actually 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 regardless of outcome. We also cannot refund our service fee for a completed and correctly submitted application. However, what we will do:

• Explain, in plain English, exactly 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.
• Offer a discount on a reapplication when the circumstances allow it.

8. If we made a mistake

If a refusal or 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 one 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 specifically designed to catch these mistakes before they ever reach the government, so this situation arises rarely — but when it does, we fix it fully.

9. How to request a refund

Email refunds@etourist.online with:

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

We confirm receipt within one business day and let you know 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 returned 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 takes away our 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