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eTourist ETA Refund Policy

At eTourist, we value transparency and fairness. This Refund Policy explains when refunds are available, how much you may receive, and how to request a refund, based on your application status at the time you contact us.

Refund Amounts by Application Status

Full Refund (100%)

A 100% refund is available if your application has not yet been reviewed and the refund is requested within 7 days of the order date.

Eligible statuses:

  • Incomplete – Required information or documents are still missing
  • Received – Your application was submitted and is awaiting review

Partial Refund (75%)

A 75% refund of the processing fee is available once your application is under review provided the refund is requested within 7 days of the order date.

Eligible statuses:

  • Reviewed – Your information is being internally validated
  • Info needed – Additional details are required to continue processing

No Refund Available

Refunds are not available in the following situations:

  • The refund request is made more than 7 days after the order date
  • The application has been submitted to the government
  • The application is finalized or rejected by the government
  • The order is marked as inactive or non-responsive

Non-refundable statuses:

  • With the gov – Application submitted to the government
  • Complete – Final decision issued (approved or rejected)
  • Non-responsive – Required information not provided within 7 days
  • Expired / Closed – Order exceeded the completion timeframe

Order Completion & Inactivity Rules

  • Customers have up to 30 days from the order date to complete their application.
  • If an application remains incomplete after 7 days, the order will be tagged as Non-responsive.
  • If the application is not completed within 30 days, the order will be:
    • Closed
    • Marked as expired/inactive
    • No longer eligible for refunds
    • No longer eligible for completion or reactivation

Government Refusal & Denial Protection

If the government refuses your application, refunds are not automatically issued.

However, if you purchased Denial Protection and your application is rejected:

  • You'll receive a 100% refund of your application fee
  • The refund is automatically returned to your original payment method
  • The Denial Protection fee is non-refundable

Processing Speeds Covered

This Refund Policy applies to all processing options:

  • Standard
  • Rush
  • Super-Rush

Refund Eligibility

Refunds typically take up to 14 business days (Monday–Friday) to appear in your account.

You may be eligible for a refund only if all of the following conditions are met:

  • The refund is requested within 7 days of the order date
  • The application has not been submitted to the government
  • The order is not marked as non-responsive, inactive, or closed
  • The application has not been rejected by the government, unless Denial Protection was purchased

How to Request a Refund

If your order qualifies, requesting a refund is simple:

  1. Contact us via Live Chat or email [email protected]
  2. Provide your registered email address (if requested)
  3. If you have multiple orders, include the order number you want refunded
  4. Share the reason for your refund request

If your request doesn't meet the eligibility criteria, we'll explain why.

Refund Timing

Once approved, refunds are released immediately. Please allow:

  • Up to 3 business days for internal processing
  • Up to 14 business days (Monday–Friday) for the refund to appear in your account

If your refund hasn't appeared after 14 business days, please contact your bank or card provider for assistance.

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