Date d'entrée en vigueur : 6 avril 2026
The present website is owned and operated by Electronic Travel Authority SL, a company incorporated under the laws of Spain.
- Company Name: Electronic Travel Authority SL
- NIF (Tax Identification Number): B21891445
- Registered Address: Calle Princesa, 31, Planta 2, 28008 Madrid, Spain
- Contact Email: support@electronic-travel-authority.com
Chez Electronic Travel Authority SL, la satisfaction des clients est une priorité absolue, et nous visons la transparence et l'équité. Cette politique décrit quand et comment vous pouvez demander un remboursement pour nos services.
1. Votre droit légal de rétractation
En vertu de la loi de l'UE, vous avez une période de 14 jours pour vous retirer de notre contrat de service, à compter du jour de votre achat.
However, our service involves the immediate processing of your application upon your express request at the time of purchase. This has the following legal consequences:
- If you withdraw while your application is being processed by us (but NOT yet submitted to the government): You are entitled to a refund, but you must pay for the service rendered up to the point you notify us of your withdrawal. As our processing work (data verification, document analysis, form preparation) begins immediately and constitutes a significant part of our service, we will retain our full service fee. The government fee portion of your payment will be refunded in full.
- If you withdraw after your application has been submitted to the government: At this point, our service has been fully performed. In accordance with the law (Art. 103(a) of the LGDCU), you lose your right of withdrawal, and no refund is possible.
Pour résumer votre droit de rétractation de 14 jours :
- Request before we submit: You get the government fee back. We keep the service fee.
- Request after we submit: No refund is possible.
2. Notre politique de remboursement générale (en dehors du droit de rétractation)
For any requests made after the 14-day withdrawal period, the following rules apply:
- Before Submission to the Government: If we have not yet submitted your application, you may request a cancellation. We will refund the government fee portion of your payment. The service fee is non-refundable.
- After Submission or Government Decision: Once the application is submitted, our service is complete. No refunds will be issued, regardless of whether the application is approved, denied, or pending a decision.
3. Remboursements pour les problèmes de service client (politique de bonne volonté)
We understand that sometimes things don’t go as planned. If you are deeply dissatisfied with the quality of our service due to an error on our part or another exceptional circumstance, you may request a review of your case.
- These situations are not governed by the rules above.
- Refunds in these cases are issued on a case-by-case basis and are at the sole discretion of our Customer Service Department.
- Demander un remboursement en vertu de cette clause ne garantit pas qu'un sera émis. C'est un geste de bonne volonté que nous pouvons étendre pour assurer la satisfaction des clients.
Comment demander un retrait ou un remboursement
All requests must be sent using our contact form or to our support email, clearly stating the email used for the application and your passport number. We will evaluate your request based on the timeline and the policy sections outlined above and respond within 72 hours.
