Refund information

Before we file your application

If you cancel before we have submitted your application to the UK Home Office, we refund the full amount you paid to the card you used. We usually file within minutes of payment, so contact us as soon as possible through our contact form with your reference.

If we cannot file an application ourselves (for example because the Home Office does not accept the details or photos and you choose not to provide new ones), we refund the full amount for that traveller. Refunds go back to the original card and usually appear within 5–10 working days.

After we file your application

Once we have submitted the application and paid the government fee, the £20 government fee cannot be refunded (see below), and our £79 service fee is not refundable because the service has been provided — including when the Home Office refuses the application. If something went wrong on our side, contact us and we will put it right.

The government application charge

GOV.UK states that its ETA fee is non-refundable after an application is made. If an application is rejected or its details need changing, a further application and fee may be necessary.

The separate private service fee

The quoted £79 OnePass Visa assistance fee is separate from the £20 government fee. It covers preparing, checking and filing your application, paying the government fee for you and sending you the decision. No approval guarantee is offered.

Payments made elsewhere

If you paid another website or the UK government, contact that provider through the details on your receipt. OnePass Visa cannot access or refund another provider’s transaction.