Refund Policy
Last updated: April 2026
We want you to be confident when ordering our service. This policy explains when and how refunds are issued.
1. Service fee
The service fee paid to VisaAssistants is fully refundable in the following cases:
- Your ESTA application is denied by US authorities.
- We were unable to submit the application due to a technical issue on our side.
- You cancel before we have submitted your application to CBP.
2. Official government fee
The official ESTA fee paid to US Customs and Border Protection is non-refundable once the application has been submitted, regardless of the outcome. This is set by US authorities and we cannot recover it on your behalf.
3. How to request a refund
Send a request to support@visaassistants.com including your application reference and a brief explanation. We aim to respond within two business days. Approved refunds are returned to the original payment method within 5–10 business days.
4. Chargebacks
Please contact us before initiating a chargeback. Most issues can be resolved directly and faster through our support channel.
5. Changes
We may update this policy. Any changes apply to applications submitted after the update date shown at the top of this page.