Refunds & Cancellations
Our refund policy at a glance
| Stage | Refund |
|---|---|
| Order placed but payment not yet completed | Just close the page — no payment was taken |
| Paid, but we have not yet submitted the application to the UK Home Office | Full refund, minus a €5 administration fee per order to cover payment-processing costs |
| Paid and we have submitted the application to the UK Home Office | Not refundable — the UK Government fee is non-recoverable once an application is submitted |
| ETA refused by the UK Home Office | Not refundable — the service fee covers the work we performed; refusal is a Home Office decision |
How to request a refund
Email info@etaentry.co.uk with your order reference and the email address used to place the order. We will respond within 2 working days.
How long refunds take
Once approved, refunds are issued via your original payment method through Mollie. Mollie typically settles refunds within 5–10 business days, but the exact timing depends on your bank or card issuer.
Statutory rights
Nothing in this policy affects your statutory rights as a consumer under applicable law, including (where it applies) your right of withdrawal under the EU Consumer Rights Directive. By starting the service immediately at your request — i.e. by clicking through to pay and submit your details — you acknowledge that, once submission to the UK Home Office has begun, the service has been performed and the right of withdrawal ceases.
Chargebacks
If you believe your payment is fraudulent or unauthorised, contact us first at info@etaentry.co.uk before initiating a chargeback — we can almost always resolve issues faster than the card-scheme process.
Last updated: May 2026 — questions? info@etaentry.co.uk