Cancellation and Refund Policy


We can only begin to process your eTA application after we have received your full and correct required documents. Time of processing depends on the type of service you choose (standard, emergency or rush). In case of any extra requirement from the government, we will inform you via email to fulfill the extra requirement and continue to process your application after your fulfillment. Please notice that the processing time only counts from the moment we have received all of your full and correct documents as required by the government. If you delay sending us the full and correct documents as required by the government, the processing time will be longer than the processing time guaranteed, and we shall not be responsible for any lateness.

After you have sent us all correct required documents or 4 hours after you have completed ordering our service, whichever comes first, we will not accept any refund or cancellation request.

In case we accept your refund request, our bank will charge 5% of the total amount for the refund transaction processing fee.

After our eTA Service Team have got application ID confirmation by the New Zealand Government for your order, you could not request for cancellation anymore. Once the eTA has been sent to your email address, we will be unable to reimburse you the visa fee.

* If your visa was rejected by the Government because of special reasons or any unexpected reasons, our Online Visa Service Team will refund only the service fee (without the Government fee) for you.

* Within 3 hours from the time we email you the eTA, you need to confirm if you receive it or not. After that time, it shall be considered that you have received your eTA and the service shall be considered complete. We shall not be responsible for whatever matter arises afterward.

It is imperative that you supply us with all the correct information required for your requested visa at the time of your intended departure. Our eTA Service Team cannot be held responsible for any visa granted incorrectly or refused entry due to incorrect visa information and any losses incurred. Though every effort will be made on our part to correct any visa issues prior to departure, no refund will be given by us in the event of false or incorrect information being supplied at the time of submission.

We strongly recommend that you check your visa information with your passport and personal information prior to departure.

The refund amount would be worked out on the basis of cancellation policy as described above and the money would be accordingly refunded to the person who has made the payment to us.

Please note that the refund process may take 15 - 20 days due to banking procedures. If the refund is made to the Credit/Debit Card account or to Bank account, the bank charges would be debited from the refund amount.


For any assistance, please call 24h professional support center below or send an email to

- Hotline:

United States United States: +1 818 930 5979

United Kingdom United Kingdom: +44 783 872 9888

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