Refund Policy

Updated: June 2024

Customer satisfaction is a priority for us. Therefore, we offer the possibility to request a refund if our professional assistance services do not meet your expectations.

To request a refund, please complete and submit the contact form clearly specifying the reason for the request.

Response times

The refund request will be evaluated within 24 hours of receipt. Our Customer Service Department will review the reasons and the particular circumstances of your case to assess the approval or denial of the requested refund. In any case, the customer will be informed of the outcome of his request.

The Client must make the reimbursement request within 60 days from the receipt of our e-mail confirming the successful payment of our professional services. After this period, no refunds will be approved, except in particular cases, depending on the circumstances and at the express discretion of the Company.

Eligibility

• Customers whose Electronic Travel Document has not been submitted to the Government on the date of the refund request will be considered eligible for a full refund.
• Customers whose Electronic Travel Document application has been approved by the Government and who have incurred official fees will be considered eligible for a refund of our service fee. In the event that a request for reimbursement of an approved application is accepted, the fee charged by the Government for the evaluation of the approved application is non-refundable; except in particular cases, depending on the circumstances of the client.
• Customers whose Electronic Travel Document application has been denied by the Government are considered eligible for a full refund upon request and according to the particular circumstances of their case, in accordance with our professional service guarantee and subject to compliance with our Terms and Conditions.
• The costs of ancillary services will not be reimbursed in any case.
  
  
  

Repayment terms

• The refund will be issued within 24 hours of receipt of the request using the same payment method the client used to pay for our professional services.
• A confirmation email will be sent to the customer as soon as the refund has been issued.
• Depending on the customer’s payment institution, it may take up to ten (10) business days to receive the refunded amount.
  
  
  

If you need more information about our Refund Policy, you can contact us using the form at contact.