Refund Policy

This Refund Policy applies to fees paid to UKETA.sg for the UK ETA application assistance service. The website does not currently operate a live application form or checkout and does not currently accept payments. This policy sets out the rules that will apply once the service is available and payment is taken. It forms part of our Terms & Conditions.

All fees paid to UKETA.sg are non-refundable once payment has been completed, except where a refund or reimbursement is required by applicable law.

This rule is applied consistently. The sections below explain what it means in common situations, and section 12 explains how genuine billing errors are handled.

The price shown to the customer at checkout is the total price for the service. It includes the applicable UK Government ETA fee and UKETA.sg’s service and assistance fee. The price covers the preparation and submission of the application on the customer’s behalf, together with associated support.

The applicable UK Government ETA fee is included in the price shown; it is not an additional charge. There are no hidden mandatory charges. Because the Government fee is part of the single price you pay, the non-refundable rule in section 2 applies to the price as a whole.

Fees become non-refundable when payment has been completed. Payment is required before an application is submitted, so a fee is non-refundable regardless of whether an application has yet been submitted, approved or refused.

The following circumstances do not give rise to a refund:

• change of mind or cancellation after payment;
• change of travel plans, or failure to travel;
• an ETA refusal or rejection;
• delays in government processing;
• failure to meet ETA eligibility requirements;
• failure to obtain entry to the United Kingdom;
• incorrect or incomplete information supplied by the customer, including passport problems;
• a duplicate application submitted by the customer; and
• failure to provide requested information or documents.

UK immigration authorities decide every ETA application, and UKETA.sg does not control the outcome. A refusal or rejection does not entitle the customer to a refund of the fees paid.

Processing times are determined by the UK Government and are outside our full control. A delay in a decision does not entitle the customer to a refund of the fees paid.

Customers are responsible for the accuracy of the information and documents they provide. Where an application is delayed or refused, or a new application is needed, because information was incorrect or incomplete, the fees paid are not refundable.

A change of passport, a change of travel dates or plans, or a decision not to travel does not entitle the customer to a refund of the fees paid.

Where a customer submits more than one application for the same traveller and passport, the fees for each application the customer chose to submit are not refundable. A duplicate charge caused by an error on our side is a billing error and is dealt with under section 12.

A billing error is different from a request to refund a fee that was correctly charged. If it appears that UKETA.sg itself has caused any of the following, please contact us so that we can investigate:

• an unintended duplicate charge;
• an incorrect amount being charged; or
• a technical billing error.

Where an investigation confirms that a payment was taken in error, we will correct the error where applicable. We will review payment-error enquiries within a reasonable period. We cannot guarantee that every enquiry will result in a correction, as that depends on what the investigation finds.

If you believe a transaction was made without your authority, please contact us promptly at ino@uketa.sg with the details so that we can investigate. You may also wish to contact your bank or card provider. Where a charge is found to have been caused by an error on our side, we will correct it where applicable.

Nothing in this policy affects any right you have under applicable law that cannot lawfully be excluded, including mandatory consumer rights in your country of residence. Where the law requires a refund or reimbursement, we will provide it.

To raise a payment-error enquiry or a legal-rights question, email ino@uketa.sg and include the name used on the application, the email address used, the date and amount of the payment, and a description of the problem.

We may update this policy from time to time, in particular when the application assistance service and payment are introduced. The version in force when you pay is the version that applies to that payment. The “Last updated” date at the top of this page shows when it was last revised. See also our Terms & Conditions.