Refund Policy

The Government Fee is non-refundable once your application has been submitted to CBP through our system, regardless of the outcome, including denial, because this amount is collected and remitted to cover the mandatory CBP processing fee, and CBP begins processing immediately upon submission.

If payment was taken but, due to an error on our part, your application was never submitted to CBP, the Government Fee will be refunded in full.

The Service Fee is refundable only where: (a) your application was never submitted to CBP by us for any reason, including payment taken but not yet processed, cancellation before submission, or technical failure on our part; or (b) we determine that the review and submission service was not rendered.

Once we have reviewed and submitted your application to CBP, the Service Fee is non-refundable, including where CBP denies the application, unless you purchased Premium Visa Protection.

If purchased and CBP denies your ESTA application, you are entitled, upon our verification of the denial, to a refund of both the Service Fee and the Government Fee paid through us for that application.

The Premium Visa Protection fee itself is non-refundable once your application has been submitted to CBP, as the protection has been activated and applied to your application. If your application is approved, no refund is due under Premium Visa Protection.

If you are a consumer in the EU/EEA, you would ordinarily have a 14-day right of withdrawal from a distance contract under Directive 2011/83/EU. By checking the consent boxes at checkout, you expressly request that we begin performing the Service (submission of your application to CBP) immediately, before the end of the withdrawal period, and you acknowledge that your right of withdrawal is lost once the Service has been fully performed. This does not affect your rights under Sections 1–3 above.

To request a refund, contact our support channel referenced in your confirmation email with your application reference number, within 30 days of the CBP determination or of the event giving rise to the refund. Approved refunds are processed to your original payment method within 5–10 business days.

Nothing in this Refund Policy limits any non-waivable statutory consumer rights available to you under the mandatory law of your country of residence.