Cancellation & Refund Policy
This policy explains when an order may be cancelled and when a refund may be available. Refund requests must be submitted within 30 days of the payment confirmation email.
1. How to Request a Refund
Send a request through the support or contact options on this website with the subject line "Refund request." Include:
- Your full name and the email address used for the application.
- Your order or draft reference number.
- A short explanation of why you are requesting a refund.
We aim to review refund requests within 24 hours and will send the outcome to the email address on file.
2. Refund Available
Cancellation before review or submission begins
If you cancel before information review, application preparation, or submission work has started, we may refund the amount paid, minus a CAD $19.99 administrative and payment processing charge.
Error on our side
If an error by our team during preparation or submission cannot be corrected in time and materially prevents the order from being completed, we will provide a full refund of the amount paid to us for that order.
3. Refund Not Available
- Information review, preparation, or submission work has already started or been completed.
- The eTA application has been submitted to the relevant Canadian authority.
- The application is refused, delayed, cancelled, or returned because of information you provided or because of a decision by an authority.
- The information supplied by you was inaccurate, incomplete, outdated, misleading, or unauthorized.
- Your travel plans change, your trip is cancelled, or you no longer need the eTA after work has started.
- You expected approval or a specific processing time. Approval and timing are not guaranteed.
4. At a Glance
| Scenario | Outcome |
|---|---|
| Cancel before review or submission work starts | Refund minus CAD $19.99 administrative and processing charge |
| Our team made an uncorrectable material error | 100% refund of the amount paid to us for that order |
| Review, preparation, or submission has started | No refund, unless required by law or approved at our discretion |
| Application result is delayed, refused, or not approved | No refund |
| Wrong, incomplete, or unauthorized information was provided | No refund |
| Trip cancelled or plans changed after work started | No refund |
5. Refund Processing Time
If a refund is approved, we aim to initiate it within 72 hours using the original payment method. Your bank, card issuer, or payment provider may take up to 10 business days or longer to post the funds to your account.
6. Chargebacks
If you dispute a charge with your payment provider, we may pause work on the order while the dispute is reviewed. We may provide your order records, consent records, payment records, and communication history to the payment provider to respond to the dispute.