Customer satisfaction is one of the Company's priorities. Consequently, we offer our customers the option to apply for a refund in the event that they are not satisfied with our professional assistance services.

If you wish to request a refund, you will need to complete and submit the contact form in the link below, stating clearly the reason for the refund:

The Customer must make the refund request within a maximum period of 30 days of receiving our email confirming successful payment for our professional services (“the request period”). After this period of time, no refunds will be approved, except in particular cases (depending on the circumstances of the Customer, which will be assessed solely at the Company’s discretion).

If the request period is met, the refund request will be evaluated within 24 hours since its receipt. We will review the reasons and the particular circumstances of your case to assess the approval or denial of the refund requested. In any case, the Customer will be informed in writing of the outcome (approval or denial) of its request.

Remarks:

• In the case that you are requesting a refund for multiple orders of Electronic Travel Documents, each request needs to be filled in individually.
• Customers whose Electronic Travel Document has not been submitted to the Government on the date of the refund request will be considered eligible for a full refund.
• Customers whose Electronic Travel Document application has been processed will not be considered eligible for a refund of our service fee.
• The fee charged by the Government for the assessment of the approved application is non-refundable.
• Customers whose Electronic Travel Document application has been denied by the Government are considered eligible for a full refund upon request.
• The costs of ancillary services will not be reimbursed under any circumstances once the service has been processed.
• In the event that the Insurance service has been hired, the refund request must be made through our contact form and a full refund of all fees except for the Insurance will be automatically provided upon request.

If the Customer Service Department accepts a refund request:

• The refund will be issued within 72 hours from the receipt of the request via the same payment method that the customer has used to pay for our professional services.
• Depending on the customer’s payment entity, the refunded amount can take up to a few days (generally, between 10-15 business days) for you to view in your bank account. This delay will not depend on us, rather, it will depend on each payment entity.

Refund Policy for the Ancillary service: Insurance

To obtain a refund of the Insurance all these conditions must be met:

• The Insurance refund request must be made through our contact form and a full refund of all fees except for the Insurance will be automatically provided upon request.

  Requests made by other means may not be attended.

• Traveling is canceled because of canceling due to: (i) illness; (ii) force majeure; (iii) transport cancellation. Other expenses such as traveling expenses (airplane tickets, hotels, transports, etc.) are excluded from the Insurance guarantee and under no circumstance the Company will pay any expenses of this type.
• The Insurance refund request is made up to 120 days after receiving the payment confirmation email of hiring this Service.

If you need any further information about our Refund Policy, you can contact us at info@etacard.com.

Refund Policy for the Ancillary service: Virtual eSim

As this is an external ancillary service, any refund request must be addressed according to the Virtual eSIM Refund Policy, which you can consult here.