ENITDEFR

Refund policy

Last updated: 3 November 2026

1. Before we submit your application: full refund

You can cancel your order at any time before we submit your application and get a 100% refund of our fee and of any government fee we have not paid yet. Just write to [email protected] with your order number.

2. Your 14-day right of withdrawal (EU/EEA consumers)

As a consumer in the EU/EEA you have the right to withdraw from the contract within 14 days, without giving a reason. Because arrival cards must be submitted shortly before arrival and visas must be applied for in time, you can ask us in the order form to start the service right away. If you do so, and we fully perform the service (your application is submitted) within the 14 days, you lose the right of withdrawal once the service is complete. You confirm this with a checkbox before paying.

To withdraw, send us a clear statement by email, or use the model form below. It is enough to send it before the 14 days end (or before your application is submitted, if you asked us to start right away).

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)
To: Vetrax Group LLC, 8 The Green, Ste B, Dover, DE 19901, USA, [email protected]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service: ____
Ordered on (*) / order number: ____
Name of consumer(s): ____
Address of consumer(s): ____
Signature of consumer(s) (only if this form is notified on paper): ____
Date: ____
(*) Delete as appropriate.

3. After we submit your application

  • If there is a mistake caused by us, we correct it free of charge. If it cannot be corrected, we refund our fee in full.
  • If the mistake comes from wrong data you gave us, we can correct and resubmit it once for free if there is still time and the official website allows it.
  • Once the application has been correctly submitted, our fee is not refundable.

4. Government fees

Government fees (India e-Visa, Indonesia e-VOA, Bali levy) are passed on to you at cost. Once paid to the government they are non-refundable, also if the visa is refused or you cancel: the governments do not refund them. Government fees we have not paid yet are always refunded. This does not change the rules on our service fee in sections 1 to 3.

5. If we do not submit on time

If we fail to submit your application in time for your arrival, although you ordered within the deadlines in section 5 of our terms, you get a full refund of our fee.

6. How you get the money back

Refunds go back to the same payment method (card or PayPal) within 14 days.