1. Introduction
At Go ETA Online, we aim to provide clear, reliable, and professional services relating to Australian visas, New Zealand ETA, and UK Electronic Travel Authorisation (UK ETA) services.
We understand that circumstances can change and that refunds may be requested sometimes. This Refund Policy outlines the circumstances under which refunds may be available and when they are not for services purchased through our platform.
2. How our services work
Our services include eligibility checks, document preparation, and application assistance for Australian visitor visas, New Zealand ETA, and UK ETA applications.
For this Refund Policy, a service is considered to have started once any of the following has occurred:
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An eligibility check or document review has begun
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Application forms have been prepared
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An application has been submitted to, or prepared for submission to, an Australian, New Zealand, or United Kingdom government authority
Once a service has started, fees are generally non-refundable.
3. When a refund may be possible
A refund may be available in the following circumstances:
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Duplicate payment
If you accidentally make more than one payment for the same service, the additional amount will be refunded.
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Service not yet started
If no service activity has started and you submit a written refund request within 24 hours of payment, your request may be approved.
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Legal obligations
Refunds will be provided where required under the Australian Consumer Law.
All refund requests are assessed on their individual circumstances.
4. When refunds are not available
Refunds are generally not available where:
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Work on your service has started, as defined in this policy
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An application is delayed, refused, declined, or rejected by a government authority or its department
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Incorrect, incomplete, or misleading information or documents are provided
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Required information or documents are not supplied within the requested timeframes
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You choose to withdraw, change your mind, or decide not to proceed after work has started
5. Government and third-party fees
Government and third-party fees, including official fees charged by Australian, New Zealand, and United Kingdom authorities, payment processors, and external service providers, are non-refundable in all circumstances.
Go ETA Online does not control government decisions, processing times, system availability, or policy changes. We are not responsible for the outcome of any application.
6. How to request a refund
To request a refund, please email [email protected] with the subject line “Refund Request” and include:
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Your full name and contact details
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Proof of payment or receipt
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A brief explanation of your request
Any personal information provided during a refund request will be handled in accordance with our Privacy Policy .
Refund requests are reviewed within 5 to 10 business days.
7. Refund processing time
If approved, refunds are issued using the original payment method unless otherwise agreed. Processing usually takes between 5 and 15 business days, depending on your bank or payment provider.
We are not responsible for delays caused by third-party payment processors or banks.
8. Resolving service concerns
If you have concerns about the service you received, please contact our customer service team so we can review the matter and work towards a resolution. We value feedback and aim to address concerns promptly and fairly.
9. Changes to this policy
We reserve the right to update this Refund Policy from time to time to reflect changes in our services or legal obligations. The current version will always be published on our website. We recommend reviewing it periodically.
10. Contact details
Go ETA Online
Email: [email protected]
Address: 5 Winchcombe Place, Castle Hill NSW 2154.