Refund Policy

TravelAuth is a private traveller assistance service. Our service includes, in particular, administrative handling of your application, verification of the information you provide, assistance preparing your Electronic Travel Authorisation (ETA) request and, once your file is complete, processing it for submission to the competent authorities.

1. Immediate commencement of service

When you complete payment, you expressly request that TravelAuth begin performing the service immediately.

As soon as payment is confirmed, our system records your order and automatically assigns your file to an agent so that administrative processing can begin without delay.

By confirming payment, you acknowledge that TravelAuth begins performing the service immediately after the order is placed, without waiting for any applicable cooling-off period to expire.

2. Cancellation and refunds

Given the immediate commencement of processing after payment is confirmed, an order can no longer be cancelled and refunded solely on the grounds of a change of mind once processing has begun.

A refund may nevertheless be granted in the following situations, in particular:

• payment made twice for the same order;
• charge made in error attributable to TravelAuth;
• technical issue attributable to TravelAuth that effectively prevents delivery of the service;
• any other situation in which a refund is required under applicable law.

Where a refund is legally due, mandatory consumer rights remain fully applicable.

3. Incomplete applications – 7-day deadline

Administrative handling of the file begins upon payment, even when certain information or documents required for the ETA application have not yet been provided.

If your file is incomplete — in particular due to a missing passport copy, photograph/selfie or any other required information or document — you have a maximum period of 7 calendar days from the date of payment to send us the missing items.

TravelAuth may send you up to three reminder emails during this period to help you complete your file.

If all required information and documents are not received within this 7-day period, the file will be archived without further action.

Because administrative processing has already begun upon payment and TravelAuth has made the means available to continue the application, archiving a file due to the client’s failure to submit required items does not, on its own, entitle the client to a refund of TravelAuth service fees, subject to mandatory rights under applicable law.

4. ETA decision

TravelAuth is not a government authority and cannot guarantee approval of an ETA application.

Once the application has been submitted to the competent UK authorities, no refund may be requested due to a refusal, delay in decision or any other decision taken by the authorities, unless a specific guarantee expressly offered by TravelAuth at the time of order provides otherwise.

Obtaining an ETA also does not guarantee entry to the United Kingdom. The final admission decision rests exclusively with UK border authorities.

5. Incorrect information provided by the client

The client is responsible for the accuracy and completeness of the information and documents provided to TravelAuth.

TravelAuth cannot be held liable for a refusal, delay, inability to process or the need to submit a new application resulting from incorrect, incomplete or misleading information provided by the client.

These circumstances do not automatically entitle the client to a refund.

6. How to request a refund

Refund requests must be submitted through our online form. Do not send a refund request by email.

Open the refund request form

The form collects:

• the applicant’s first and last name;
• the email address used when placing the order;
• the application file reference;
• the type of request (refund);
• a message explaining the request.

After you submit the form, you will receive an automatic email confirming that your file is being processed and that a refund cannot be issued at this stage, except where mandatory consumer law requires otherwise.

7. Processing approved refunds

When a refund is approved, it is issued to the payment method used for the order.

Depending on the client’s bank or payment provider, additional time may be required before the refund appears on the relevant account.

8. Legal consumer rights

This policy sets out the commercial refund terms applicable to the TravelAuth service.

Nothing in this policy is intended to exclude or limit mandatory rights to which a consumer is entitled under the law applicable to them.

TravelAuth is a private service operated by Hichour Group, Inc. and is not affiliated with the UK government. Travellers may also apply for an ETA directly with the UK government without using our assistance service.