Refund & cancellation policy
Version 2026-10-31
Draft under legal review. Wording may change before launch.
This explains when we refund our service fee and how. It is part of our Terms of Service. The government eTA fee is paid to the Government of Kenya on the official portal: we don't collect it and can't refund it.
When you get a refund
| Situation | Refund |
|---|---|
| You ask before our team starts reviewing your case | Full refund |
| We cancel your case, or can't deliver the service | Full refund |
| You were charged twice or the wrong amount | Full refund of the extra charge |
| You ask after our review has started | No refund |
| The Government refuses or delays your eTA | No refund: our service was delivered |
Cancelling a case
- Before you pay: nothing to do. You can simply stop. An unpaid draft is deleted 90 days after your last activity, or straight away if you delete your account.
- After you pay, before our review starts: message us from your case and we'll cancel it and refund the full fee.
- After our review has started: we can still cancel the case, but the fee isn't refunded, because the work has been done.
How to ask
Open your case and write to us under Messages: that tells us exactly which payment you mean. You can also use our contact form or email etahelp@gmail.com with your case reference from your receipt.
Duplicate or wrong charges
If you're charged twice for the same case, we spot the extra payment and refund it without you having to ask. We email you when it's done.
How refunds are paid
Refunds go back to the card or mobile-money account you paid with, through our payment provider, Paystack. Once we've sent it, your bank or mobile-money provider can take up to 10 business days to show it.
If you disagree
Reply to our decision and we'll look at it again. This doesn't affect your rights under Kenyan consumer law.