By using our website and services to prepare a UK Electronic Travel Authorisation (ETA) application, you acknowledge and agree to be bound by this Refund Policy and our Terms of Service.
Agreement to Terms
By using our website to prepare a UK Electronic Travel Authorisation (ETA) application, you agree to our Refund Policy and Terms of Service. Once your purchase is complete, work on your application starts immediately. You can request a refund within 14 days of payment, as long as your application has not yet been submitted to the UK government. After submission, payments are no longer refundable — the only exception is a refused ETA (see below).
Refund Eligibility
Our service fee reflects the manual work involved in checking and preparing your data. Refund requests must be made within 14 days of payment and before your application is submitted to the UK government. Whether a refund is available depends on the status of your application:
Pre-Processing (100% Refund)
Applies to requests made before any manual work has started. This typically covers duplicate payments, technical problems during checkout, or cancellations made before any review or assessment has begun. In these situations the request is evaluated and, where confirmed, the full amount is returned.
Work-in-Progress (Partial Refund)
Applies when your application is "In Progress" or requires "Action" from you (for example, correcting a photo or a data field).
- Government Fee: 100% refundable
- Processing Fee: 25% refundable
The retained part of the fee covers the manual document checking already carried out.
Processed by the Government (No Refund)
Once your application has been submitted to the UK government, the service is considered fully delivered and no refund is available — unless your ETA is refused (see below).
ETA Refused (Refund Minus Government Fee)
If the UK Home Office refuses your ETA, we refund the full amount you paid except the UK Government fee, which is paid to the Home Office and cannot be recovered.
Additional Refund Remarks
- Multiple Travellers: refund eligibility is assessed separately for each traveller, based on the status of their application.
- This policy applies to all processing options: Standard, Rush and Super Rush.
Timelines
- Refund requests (where eligible) are reviewed within 24–48 hours.
- Approved refunds are returned to the original payment method within 3–7 business days, depending on your bank or payment provider.
How to Request a Refund
Email us at info.eta.greencase@gmail.com from the address used for your order and include your order reference. We will confirm the status of your application and the amount eligible for refund.