Refund Policy

We review every case individually. If your order has already been accepted and processed but you still believe a refund is warranted, reach out to us and our team will assess your situation.

When can you get a refund?

Abandoned application. If your application has been accepted but you subsequently fail to provide the documents requested by the relevant government authorities for more than 30 days, your application will be deemed abandoned. In such an event, you are eligible for a refund of the whole Government fee and 50% of our Processing fee upon request.

Cancellation before application review. Once your application reaches the status "IN REVIEW", no refunds can be requested or issued at this point.

Visa denials and rejections. Customers whose Electronic Travel Document (eTA) application has been denied by any government authority are considered eligible for a refund of the Government fees upon request. Kindly note that if a government authority maintains a non-refundable policy for its Government fees, we will be unable to return those specific charges. If a denial occurs due to an error or mistake made by our operators, you will be entitled to a full refund of both the Government fee and the Processing fee. No refund of either fee will be issued if the denial is caused by the applicant providing incorrect, incomplete, or false information or failing to upload required documents in due term.

What about Processing fees?

Except in the above enumerated cases, our Processing fees are generally non-refundable. Our team invests time reviewing, translating, and preparing your file from the moment your order is accepted.

How to request a refund

Email us at [email protected] with your application reference number and the reason for your request. Expect a response from us within 72 hours. Once a refund is approved, it will be processed within 10 business days via the original payment method. Please note that banks may take additional time to reflect the credit in your account.