Refund Policy

This Refund Policy explains when and how you may be entitled to a refund for services purchased through Easy Arrival Online, operated by TRUEFRAME SOFTWARE LLC. It forms part of, and should be read alongside, our Terms of Service.

Every order includes two distinct amounts: our service fee, which covers form preparation, expert review, and submission of your application; and, where applicable, a government fee charged directly by the destination's issuing authority. These two amounts are treated differently under this Policy.

Our service fee is what you pay us for guided form completion, expert verification, and submission handling. It is refundable under the conditions described below.

The government fee, where one applies (for example, certain eVisas), is collected on behalf of and paid to the relevant government authority. Once your file has been submitted, the government fee is generally non-refundable, as the authority has already processed or reviewed your request, regardless of the final outcome.

You are entitled to a full refund of the service fee in the following situations:

• Your application is rejected due to an error attributable to our team, such as an incorrect data entry or an incorrectly selected document type.
• You cancel your request within 2 hours of placing your order and before your file has been submitted to the relevant authority.
• We are unable to submit your application because the government portal is unavailable and the deadline for your trip has passed as a direct result.
• You were charged twice for the same order due to a technical error.

In eligible cases, we will also resubmit your application at no additional cost where doing so is still possible, in addition to or instead of a refund, at your preference.

The service fee is not refundable, and the government fee is never refundable once submitted, in the following situations:

• Your application is rejected due to information you provided being inaccurate, incomplete, or inconsistent with your travel documents.
• You are found ineligible for entry or for the requested document based on your personal circumstances (for example, a criminal background, expired passport, or insufficient passport validity).
• Your file has already been submitted to the relevant government authority and a decision has been rendered.
• You simply change your travel plans or decide not to travel after your file has been submitted.
• You fail to provide requested follow-up information within the timeframe communicated by our support team, resulting in an incomplete or expired application.

To request a refund, contact our support team by email or through our contact form, quoting your order reference and the reason for your request. We may ask for supporting information, such as screenshots of a rejection notice from the relevant government authority.

We aim to review all refund requests within 2 business days and will inform you in writing of the outcome, including the reason for any denial.

Approved refunds are issued to the original payment method used at checkout, via Stripe, typically within 5 to 10 business days depending on your bank or card issuer's processing times. We are not able to issue refunds to a different payment method or account.

We ask that you contact our support team before initiating a chargeback with your bank or card issuer, so that we can review and resolve your request directly. Chargebacks filed for services that were properly rendered in line with this Policy and our Terms of Service will be contested with evidence of the service delivered, and may result in suspension of your account.

We may update this Refund Policy from time to time. Changes apply to orders placed after the updated "Effective" date shown at the top of this page; orders placed before that date remain governed by the version of the Policy in effect at the time of purchase.

For any refund request or question about this Policy, please contact us using the details below.

• TRUEFRAME SOFTWARE LLC
• 1209 Mountain Road PL NE STE R, Albuquerque, NM 87110, United States
• [email protected]