Refund Policy

At ESTA Guide, we are committed to providing high-quality consultation services. This Refund Policy explains the circumstances under which refunds may be issued for our services.

1. Understanding Our Fees

1.1 Consultation Service Fee

Our service fee covers:

• Professional review of your application information
• Document preparation guidance and checklists
• Error-checking and completeness verification
• Customer support throughout the process
• Expert advice on application requirements

1.2 Government Processing Fees

Government fees are paid directly to the relevant governmental authorities (not to ESTA Guide) and are subject to their refund policies, which typically do not allow refunds.

2. Refund Eligibility

2.1 Full Refund Scenarios

You are eligible for a full refund of our consultation service fee if:

2.2 Partial Refund Scenarios

You may be eligible for a partial refund if:

• You cancel after we have begun work but before the application is submitted
• You decide not to proceed with the application after receiving our initial consultation

Partial refunds are calculated based on the work completed and will be at our discretion.

2.3 No Refund Scenarios

Refunds are NOT available in the following circumstances:

3. Government Fee Refunds

Government processing fees are paid directly to governmental authorities and are subject to their refund policies.

4. How to Request a Refund

4.1 Refund Request Process

To request a refund, please follow these steps:

1. Contact Us: Email us at info@estaguide.co.uk or call 020 3951 4427
2. Provide Information: Include your name, booking reference, and reason for the refund request
3. Supporting Documentation: Attach any relevant supporting documents
4. Await Review: We will review your request within 5-7 business days
5. Decision Notification: You will be notified of our decision via email

4.2 Required Information

When requesting a refund, please provide:

• Full name
• Email address used for payment
• Booking or reference number
• Date of payment
• Detailed reason for refund request
• Any supporting documentation

5. Processing Time

Once a refund is approved:

• Review Period: 5-7 business days to review your request
• Processing Time: 7-14 business days to process approved refunds
• Bank Processing: Additional 3-5 business days for your bank to process the refund
• Total Timeline: Approximately 15-26 business days from request to receipt

Refunds will be issued to the original payment method used for the purchase.

6. Consumer Rights (UK)

6.1 14-Day Cooling Off Period

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel within 14 days of purchasing our service. However, if we begin providing the service during this period with your consent, you may lose this right or receive only a partial refund for work completed.

6.2 Consumer Rights Act 2015

Under the Consumer Rights Act 2015, services must be:

• Performed with reasonable care and skill
• Provided at a reasonable price (where no price was agreed)
• Completed within a reasonable time (where no time was agreed)

If we fail to meet these requirements, you may be entitled to a price reduction or refund.

7. Disputes and Chargebacks

7.1 Dispute Resolution

If you are dissatisfied with our decision on your refund request:

1. Contact our customer service team to discuss your concerns
2. Request escalation to a manager if not resolved
3. Consider using Alternative Dispute Resolution (ADR) services

7.2 Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank. Chargebacks may result in:

• Suspension of services
• Additional fees if the chargeback is found to be unjustified
• Account termination

8. Service Guarantee

9. Exceptions and Special Circumstances

9.1 Force Majeure

Refunds may be considered on a case-by-case basis in situations beyond our control, such as:

• Natural disasters
• Government travel bans
• Pandemic-related travel restrictions
• Political instability affecting travel

9.2 Service Issues

If you experience significant service issues, please contact us immediately. We will investigate and may offer:

• A full or partial refund
• Credit toward future services
• Complimentary additional support

10. What Is NOT Covered

This refund policy does NOT cover:

• Application Denials: Rejection of your application by government authorities
• Processing Delays: Delays in government processing times
• Travel Disruptions: Cancelled flights, hotel bookings, or other travel arrangements
• Consequential Losses: Lost wages, missed opportunities, or other indirect losses
• Policy Changes: Changes in government immigration policies or requirements
• Ineligibility: Discovery that you are ineligible for the visa or ESTA after payment

11. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with an updated "Last updated" date. The policy in effect at the time of your purchase will apply to your transaction.

12. Contact Information

For refund requests or questions about this policy, please contact us:

13. Alternative Dispute Resolution

If you are unhappy with how we have handled any complaint, you may refer your complaint to:

• Citizens Advice Consumer Service: www.citizensadvice.org.uk/consumer/
• Alternative Dispute Resolution (ADR): We are willing to participate in ADR to resolve disputes