Refund Policy

Overview

This Refund Policy applies to the service fees charged by Nexus Traveler for facilitating and processing your eVisa application. It forms part of our Terms of Use.

Please note that government and embassy fees collected on your behalf are set by the destination authority and are generally non-refundable once your application has been submitted to them.

Full Refund — Eligibility

You are entitled to a 100% refund of the service fee if:

• You cancel within 2 hours of payment and before we begin processing.
• We are unable to process your application due to a technical error on our side.
• Your destination stops issuing the selected visa type before we submit your application.
• You purchased a duplicate application in error (verified by matching passport details).

Partial Refund

A partial refund (service fee minus processing costs already incurred) may apply if:

• You cancel after processing has begun but before submission to the authority.
• You cancel an optional add-on service (e.g. express processing) before it has been actioned.

Government/embassy fees and any express fees already used are non-refundable.

Non-Refundable Situations

Refunds are not available where:

• The application has been submitted to and accepted by the destination authority.
• A visa is refused due to incorrect, incomplete, or false information you provided.
• You are denied entry at the border for reasons unrelated to our service.
• You fail to travel or change your plans after the eVisa is issued.

How to Request a Refund

To request a refund, contact our support team with your Application Reference Number and the email used at checkout. Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank or card provider.