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Refund Policy - SomaliaETA

Refund Policy

Our commitment to transparency includes a clear and fair refund policy. Please read the details below carefully.

Government Fees vs. Our Service Fees

It is crucial to understand the distinction between the mandatory fee charged by the Government of Somalia for the eTA application and the service fee charged by SomaliaETA for our expert assistance.

  • Government Fee ($64 USD): As per official government policy, this fee is strictly non-refundable once an application has been submitted to the government portal. SomaliaETA submits this fee on your behalf immediately after payment. SomaliaETA has no control over this government policy.
  • SomaliaETA Service Fee: This is the fee for our expert review, pre-verification (where applicable), application submission, and/or expediting services. Our refund policy primarily applies to this service fee.

Our Service Fee Guarantees and Cancellation Policy

We offer guarantees tied to the processing times for our services:

  • New Application - Standard (72 Hours): If we fail to secure an approval notification from the government within 72 hours of successful payment and submission, you may request a refund, and we will refund 100% of our service fee.
  • New Application - Premium (Under 24 Hours): If we fail to secure an approval notification from the government within 24 hours of successful payment and submission, you may request a refund, and we will refund 100% of our service fee.
  • Emergency Fast-Track (Existing Applications - 24 Hours): The 24-hour timeframe applies to a final approval or a determination that the application is error-free. If the immigration officer detects an error (e.g., photo mismatch) requiring applicant correction, this 24-hour clock pauses. If we fail to secure an approval or correction path, you may request a refund, and we will refund 100% of our service fee.

Cancellation Policy

Due to the immediate nature of our work and the non-refundable government fee we pay on your behalf:

  • Cancellations within 1 Hour of Payment: If you request cancellation for a new application within 1 hour of payment, and the application has not been submitted to the official portal, you are eligible for a full refund (service fee + government fee).
  • Cancellations After 1 Hour of Payment: If you cancel your application after 1 hour from the time of payment, the service fee is forfeited. In this case, only the time-based guarantee above will trigger a service fee refund if the delivery duration is missed. The $64 government fee remains non-refundable as it is immediately paid to the government on your behalf.

Our Unique 100% Risk-Free Guarantee (Including Government Fee)

We stand by our unique pre-verification process for new applications handled entirely by us. If you utilize our full service (Standard or Premium) where we review your documents, pre-verify your sponsor letter (if applicable), and submit the application on your behalf, we offer an unparalleled guarantee:

In the extremely rare event that an application pre-verified and submitted by SomaliaETA is rejected by the government for reasons other than those outlined in the Exclusions below, we will refund 100% of your total payment, including both our service fee AND the $64 non-refundable government fee. We absorb this cost because we are confident in our rigorous vetting process. This makes using our full service completely risk-free for you.

Circumstances Where Refunds Are Not Provided (Exclusions)

Refunds (for either service fee or government fee) will generally not be issued under the following circumstances:

  • If the applicant decides to cancel the application after it has passed the 1-hour cancellation window, and the delivery guarantee has not been missed.
  • If the application is delayed or rejected due to factors beyond our control, such as government system outages, or failure by the applicant to respond to official correction requests in a timely manner (unless covered by our 100% Risk-Free Guarantee).
  • REJECTION DUE TO FRAUD/BLACKLIST: Our 100% Risk-Free Guarantee is VOID if the application is rejected due to the applicant providing fraudulent, misleading, or incorrect information, or if the applicant is flagged by the Somali government for being on a security watch list, a criminal record, or any other blacklist reason. In such cases, neither the service fee nor the government fee will be refunded.
  • If the applicant initiates a chargeback without first contacting us to resolve the issue per this policy.

How to Request a Refund

If you believe you are eligible for a refund based on the conditions outlined above (specifically regarding our service fee guarantee or the 100% Risk-Free Guarantee), please contact us within 7 days of the service timeframe lapsing or application rejection.

Send an email to support@somaliaeta.com with the subject line "Refund Request" and include:

  • Your full name
  • Your application reference number (if applicable)
  • The service you purchased
  • A brief explanation of why you are requesting a refund

We will review your request within 3-5 business days and notify you of the outcome. Approved refunds will be processed back to the original method of payment within 7-10 business days.