Effective Date: April 6, 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
At Electronic Travel Authority SL, customer satisfaction is a top priority, and we aim for transparency and fairness. This policy outlines when and how you can request a refund for our services.
1. Your Statutory Right of Withdrawal
Under EU law, you have a 14-day period to withdraw from our service contract, starting from the day of your purchase.
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.
To summarize your 14-day withdrawal right:
- Request before we submit: You get the government fee back. We keep the service fee.
- Request after we submit: No refund is possible.
2. Our General Refund Policy (Outside the Right of Withdrawal)
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. Refunds for Customer Service Issues (Goodwill Policy)
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.
- Requesting a refund under this clause does not guarantee one will be issued. This is a goodwill gesture we may extend to ensure customer satisfaction.
How to Request a Withdrawal or Refund
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.
