Refund and Cancellation Policy

This policy forms part of our Terms of Service.

The short version

Government fees are never ours to refund. See section 5.

1. Your statutory right to cancel

You are buying a service at a distance, so under Irish law implementing EU Directive 2011/83/EU you have a right to withdraw within 14 days of entering into the contract. You do not need to give a reason.

To withdraw, tell us clearly — an email to [email protected] is enough. You may use the model withdrawal form in the annex, but you do not have to.

We will refund you within 14 days of being told, using the same payment method you used, at no charge to you.

2. The important part: starting work immediately

Most people want us to start straight away, because a trip is coming. The law allows that, but it changes your cancellation rights, so we ask you to make an explicit choice at checkout.

If you ask us to start immediately

At checkout you make an explicit, separate choice. It is not part of accepting these Terms, and it is never pre-ticked. The box reads:

I expressly request that EntryNova begin preparing my application immediately, during the 14-day cancellation period. I acknowledge that I will lose my right to cancel once the service has been fully performed, and that if I cancel while it is part-way through I will pay a proportionate amount for what has already been provided, calculated on the basis of the total price agreed.

We record the exact wording you were shown, the moment you ticked it, and the version of this policy then in force. We email you a confirmation of that request before we begin, so that you hold it on a durable medium.

If you tick it and later cancel:

• before we finish — you pay a proportionate amount, and we refund the rest;
• after we finish — there is no refund, because you made an express request and the service has been fully performed.

How the proportionate amount is calculated. It is a share of the total price you agreed — our fee for your application — in proportion to the work completed at the moment you tell us you are cancelling. We show you the calculation. We do not add an administration fee, and we never deduct anything from a government fee, because we did not take one.

"Fully performed" means: for preparation-and-handoff products, when we deliver your checked application pack and filing instructions; for Kenya, when the prepared application has been reviewed and lodged.

If you do not ask us to start immediately

We wait until the 14 days have passed, then begin. You keep the full cancellation right throughout. Say so if your travel date allows it — but be aware that waiting 14 days may not leave enough time.

3. When we refund in full, regardless of the above

• We made an error in preparing or checking your application.
• We did not do the work you paid for.
• We are not permitted to do what we offered — for example an authority changes its rules and the product's level changes before we complete.
• We could not complete because we would have had to bypass a security control of a government system. We will not do that, and you should not be charged for our limit.
• A duplicate or mistaken charge.

In these cases you get the whole fee back, and we say plainly what went wrong.

4. When we do not refund, and why

4.1 The authority refused your application

We charge for preparation, not for approval. An authority may refuse for reasons entirely outside the application's quality — your travel history, its own discretion, or a policy that is not published. Nobody, including us, can promise a grant.

If we made a mistake that caused the refusal, section 3 applies and you get a full refund. If your application was properly prepared and the authority still said no, the work was done and the fee stands.

4.2 The decision arrived too late

Processing times are set by authorities and routinely exceeded. We tell you the published time and warn you when your margin is thin, but we cannot make an authority faster and do not refund for its delay.

4.3 You gave us information that was not true

We stop work and tell you what we found. You pay only for the work we had genuinely completed before we stopped, as a proportion of the total price agreed; we refund the balance. Your statutory right to cancel, if it is still running, is unaffected.

4.4 You changed your mind about the trip

After the 14-day window, or after the service has been fully performed with your consent, a change of travel plans is not a ground for refund. Before then, your statutory right applies normally.

5. Government fees are not ours

Unless we have told you explicitly and in writing for a specific product, we do not collect government fees — you pay them directly to the authority, and we never add a margin to them.

That means we cannot refund them. Government fees are generally non-refundable even when an application is refused; that is the authority's policy, not ours. Vietnam's fee schedule states this expressly.

If for a particular product we do collect a government fee on your behalf and we have not yet paid it over, we will return it in full on cancellation.

6. How to ask

Email [email protected] with your application reference. Tell us what happened; you do not have to argue a legal basis. We aim to answer within two working days and to pay approved refunds within fourteen.

If we refuse a refund we will explain which part of this policy we are relying on. You can then use the complaints route in section 11 of the Terms.

7. Beta

While this service is in beta we may, at our discretion, refund more generously than this policy requires. Doing so once does not waive our right to apply the policy afterwards, and it never reduces your statutory rights.

Annex: Model withdrawal form

*(Complete and return only if you wish to withdraw. You may also simply email us.)*

This form has nothing to withdraw from today. Nothing is sold during the free beta, so no distance contract is formed and no right of withdrawal arises. The form is here so the policy is complete when paid assistance opens.

The model form in Annex I(B) of Directive 2011/83/EU includes the trader's geographical address. That address will be published here before the first euro is charged, because at that point the requirement genuinely applies. Until then the email address above reaches us and is the one to use.

To Svetlana Melichova, [email protected]: I hereby give notice that I withdraw from my contract for the supply of the following service: Ordered on: ______________ Name of consumer: ______________ Address of consumer: ______________ Email address of consumer: ______________ Application reference: ______________ Signature (only if on paper): ______________ Date: ______________