Refund Policy

This policy explains how TravelPassly handles refunds for purchases made through travelpassly.com and our travel document assistance services. It applies to all products, add-ons, and services we provide. By using our service, you agree to this policy.

• Government/portal fee: Paid to the issuing authority. We do not keep it. It is non-refundable once paid.
• Service fee: Paid to TravelPassly for review, formatting, submission, and support.
• Add-ons (e.g., eSIM): Digital goods delivered electronically; see Section 3 for refundability.

• Before submission: You may request a partial refund via the self-service option; percentages depend on status (see Section 4).
• After submission: Government fees are non-refundable. Service fees become non-refundable once reviewed/submitted.
• Denials: No refunds if an authority denies the application; work and fees are already incurred.
• Duplicates: If you paid twice for the same application, contact support within 90 days for a duplicate refund; after 90 days, credits may apply at our discretion.
• eSIM add-ons: Once delivered (QR/activation provided), eSIM purchases are non-refundable regardless of activation or application outcome.
• Reduced billing orders: Refunds (if eligible) are calculated on the reduced charge; removed add-ons are not refundable and government fees remain non-refundable.

Self-service refunds are only available while your application is In Queue, Waiting, or Missing Data.

• Partial amounts: 50% if status is Missing Data; 30% if In Queue or Waiting. Calculated on eligible amounts (excluding non-refundable items).
• One per application: Only one self-service refund per application; final once confirmed via verification code.
• 90-day window: Self-service refunds are available within 90 days of payment.
• Processing continues: Requesting a refund does not stop processing; your application still moves forward.

Government processing times are estimates only; delays beyond our control are not grounds for refunds.

• Government/portal fees once paid.
• Service fees once reviewed/submitted.
• eSIM add-ons after delivery of QR/activation details.
• Priority add-ons removed in reduced-billing orders (not charged, not refundable).

• Self-service only: Initiate refunds from your status page; verification code required within 10 minutes.
• Support path: If self-service is unavailable due to technical issues, contact support@travelpassly.com; allow up to 7 business days for us to address before any bank dispute.
• Chargebacks: Filing a chargeback without following this process is a breach; we will contest with evidence and may block future use.
• Timeline: Approved refunds are processed in 3–5 business days; banks may take 7–10 additional days to post.
• Method: Refunds go to the original payment method only; we do not refund to alternate accounts.
• Currency: Transactions are in USD; exchange rates/fees are set by your bank and may differ at refund time.

We are not liable for system outages or delays of government portals. Force majeure events and government policy changes do not create refund eligibility after service is performed.

If you request immediate processing, you acknowledge the EU/UK cooling-off waiver once submission occurs.

To request a refund or resolve questions:

• Email: support@travelpassly.com
• Contact form: Contact & Support
• Mail: TRAVELPASS GROUP LLC, 1209 Mountain Road Pl NE Ste N, Albuquerque, NM 87110, USA

We aim to respond within a reasonable timeframe based on inquiry volume.

• Company Name: TRAVELPASS GROUP LLC
• Address: 1209 Mountain Road Pl NE Ste N, Albuquerque, NM 87110, USA
• EIN: 37-2218109
• Email: support@travelpassly.com