Privacy notice
How OnePass Visa handles your information when you prepare and submit an assistance request.
Who handles your information
OnePass Visa is an independent assistance service operated by Medrax LLC at uk.eta-immigration.com. Use our contact form to ask about this notice or your information.
Sending a request here sends information to OnePass Visa. After you pay, OnePass Visa submits an ETA application to the UK Home Office on your behalf using the information and photos you provided. Card payments are handled by our payment processor (NMI); we never see or store your full card number.
What you provide and when it is sent
The form asks for a lead contact’s email and telephone number and each traveller’s identity, nationality, passport, address, employment, travel and suitability information. It also asks for a passport image and face photograph. Only provide another person’s information when you have authority to act for them; a responsible adult must act for a child.
Before final submission, your answers and selected images stay in your browser. Starting the final submission creates a server draft, sends the form details and uploads the documents. Some information can therefore reach us even if the submission is interrupted or does not finish. The form does not provide saved-draft recovery.
After successful submission, we keep a request reference, its status history and records needed to handle the request. If you contact support, we also receive the information you include in that correspondence.
Submitting your application to the Home Office
After payment, we enter each traveller’s answers into the official UK ETA service (apply-for-an-eta.homeoffice.gov.uk), upload the passport and face photos to its identity check and pay the £20 government fee with our company card. The Home Office sends its security code, confirmation and decision to a OnePass Visa mailbox used only for this purpose; we then email you the outcome and a confirmation PDF.
The Home Office handles the information it receives under its own privacy notice. We keep the Home Office reference, status and decision with your request. We do not use the photos or answers for any other purpose.
Contact messages and staff replies
The contact form is separate from the ETA application. When the form is available and you send a message, we receive your name, email address, subject, message and optional application reference. A support reference is shown only after the server confirms receipt. If the form is unavailable, it cannot send your message.
We use those details to answer your question and handle service, correction or privacy requests. Message and contact content are stored in encrypted records in our Supabase database (London), alongside limited records needed to identify and manage the request. Authorised staff can read messages in a private workspace. Resend is used for staff notifications and customer replies; email replies contain the staff response and a support reference. Staff notifications do not include the original message. No passport or document upload is accepted through the contact form.
Vercel provides the website and server infrastructure. Vercel, Supabase and Resend process information to deliver these services and may process it outside your country of residence. Security checks use limited technical information and hashed identifiers to restrict misuse. Necessary, separate session cookies protect authorised staff access.
Contact messages and reply records remain after you close the page. They do not have an automatic deletion schedule. We assess what needs to be kept for the request, support, security and applicable obligations. Use the contact form to ask about access, correction or deletion, including your reference if available. We may need to verify your identity and explain any information that must be retained. Your rights depend on the law that applies to you; you may also be able to contact the relevant data protection authority.
Please do not put passport numbers, document images, payment card details, security codes or sensitive personal circumstances in a contact message. Ask for the next step if further documents or information are needed.
How the information is used
We use the information to receive and handle your assistance request, check the details and documents you provide, communicate about the request and provide access to its status. We use security records to control access, limit misuse and investigate problems.
Information is available to authorised staff handling the service. We do not use passport images, photographs or suitability answers for advertising. Do not include those documents or answers in ordinary emails or contact messages; use our contact form with your reference to ask for the next step.
Storage and service providers
Vercel hosts the website and server functions. Submitted form and contact details are stored in encrypted application records in a Supabase PostgreSQL database hosted in London. Selected images are held in private Vercel Blob storage and are accessed through the service’s authorised document controls.
Resend delivers transactional emails, including security codes and request updates. Those messages contain limited information such as your email address, reference, traveller count and quoted fees. We do not include passport numbers, document images or suitability answers in these emails. We retain sending attempts and provider acceptance records to help investigate email problems. Acceptance for sending does not confirm inbox delivery.
These providers process information to operate their services and may process it in countries outside your country of residence. Provider infrastructure and processing arrangements can vary. Contact us for information about the arrangements relevant to your request.
Retention and requests about your data
Request records and uploaded files are not automatically deleted when you close the page. Records from an interrupted submission may also remain. We assess retention according to what is needed to handle a request, resolve support or security issues and meet applicable obligations; this website does not promise a fixed deletion period.
Use our contact form to ask about access, correction or deletion, or to withdraw an assistance request. Include your reference if you have one, but do not include identity documents. We may need to verify your identity before acting. Some information may need to be retained for applicable legal or security reasons, which we will explain where relevant.
Your rights depend on the privacy law that applies to you. You may also be able to raise concerns with the relevant data protection authority. There is no automatic or self-service deletion function on this website.
Official applications and external links
GOV.UK and other linked services have their own privacy notices. If you apply directly through the government service, it receives and handles your information independently of OnePass Visa.
A OnePass Visa receipt or confirmation PDF records your request and the Home Office’s decision; your ETA itself is held electronically by the Home Office and linked to your passport.