Terms of Service

These terms are between you and eTAhelp Ltd. (eTAhelp). By creating an account or paying for a case you agree to them.

What we do, and what we don't

We help you prepare your Kenya eTA application: a guided questionnaire, a check of your answers and passport scan, requests for corrections, and step-by-step help to submit on the official portal. You can also apply directly on the official portal without us.

• We don't submit your application for you, issue eTAs, or influence the Government's decision.
• We don't collect or refund the government eTA fee; you pay it on the official portal.
• We don't guarantee approval or a processing time. Check your eTA status only on the official portal.

Fees

Our fee depends on the service you choose and is shown before you pay. It is charged once per case. The government eTA fee is separate.

Your responsibilities

• Give true, complete and current information that matches your passport.
• Upload only your own documents, or ones you're authorised to share.
• Submit on the official portal yourself, in time for your trip.
• Keep your sign-in details private.

We may cancel a case that uses false information or someone else's documents.

Business accounts

An organisation can open a business account to prepare applications for its staff, clients or guests. The person who creates it accepts these terms for the organisation and confirms they're allowed to. The organisation agrees to:

• apply only for people who have asked it to, or agreed to it, and collect their details lawfully;
• enter true, complete details, and the traveler's own email address for their confirmation;
• invite only people who work for or with it, and remove them when they leave (owners are responsible for their team);
• pay for each case once its traveler has confirmed their details, at the price shown (which includes any automatic volume discount): either straight away, or, if we've agreed monthly invoicing, on that month's invoice, payable within 14 days of issue. While an invoice is overdue, or the credit limit we agreed is reached, new cases are paid for up front.

The traveler's confirmation is required before any case is paid for or reviewed; if they decline, the case can't go ahead until they confirm. Refunds work as below and are paid back to the payment used; for a case on an invoice that hasn't been issued, we take it off the invoice instead. We may pause a business account that breaks these terms; its members can still see their cases, and paid cases carry on. Any arrangement between the organisation and its travelers (for example, who pays the organisation) is between them.

Refund policy

Ask from your case page or at etahelp@gmail.com. Your bank or mobile-money provider can take up to 10 business days to show a refund. The full Refund & cancellation policy explains how it works.

Liability and law

We provide the service with reasonable care and skill. We're not responsible for the Government's decision, delays on the official portal, or problems caused by incorrect information you gave us. These terms are governed by the laws of Kenya.