Refund Policy

This Refund Policy explains when and how you can request a refund for purchases made on www.entryhop.com (the "Website"). It applies to all orders for our travel document and application assistance services.

EntryHop is a private, independent platform that helps users prepare and submit travel-related applications. We are not affiliated with any public authority. Refunds are governed by this Policy and applicable law.

Our Terms of Service and Privacy Policy also apply to refund requests. Statutory consumer rights (e.g. in the EU/EEA/UK) remain unaffected.

• Service fee — our fee for document preparation, platform access and support.
• Government fee — a non-refundable fee paid to official authorities.
• Submission — the moment an application is transmitted or queued for submission.
• Order — the total of service fees, government fees, taxes and add-ons.

• Before submission: full refund of the service fee.
• After work has started: partial refund depending on progress.
• After submission: the service fee becomes non-refundable.
• Refused applications: refunds are available only if the refusal was caused by our error.
• EU/EEA/UK: once performance of the service begins, the right of withdrawal is lost.

To cancel an order, email support@entryhop.com.

Include your order number, full name and the last 4 digits of your passport number.

Orders cannot be cancelled after the travel date or after a decision has been issued.

• Government fees once they have been paid over.
• Expedited or priority processing fees once work has started.
• Third-party services (courier, translation, etc.).
• Bank/card issuer fees or currency conversion fees.

• Our error: we correct the issue or refund the service fee.
• User error: the user is responsible for incorrect or incomplete information.
• Duplicate orders: a refund is possible if the duplicate has not yet been processed.

Estimated processing times shown on the Website are not guarantees. Delays caused by authorities do not entitle you to a refund of government fees.

• Email support@entryhop.com.
• Include your order number, full name, the last 4 digits of your passport number and the reason for your request.
• Attach supporting documents, if available.

• We acknowledge your request within 2 business days.
• Most requests are resolved within 7–10 business days.
• Refunds of government fees depend on the relevant authority.

• Refunds are issued to the original payment method.
• Your bank may take a few additional days to process the refund.
• An alternative refund method may be offered if necessary.

Please contact us before opening a dispute. Unjustified chargebacks may be contested with supporting evidence.

A refund may be declined if fraud, abuse or misuse of the service is suspected.

• Promotional discounts are not refundable as cash.
• Vouchers may be subject to expiry restrictions.

• Refunds are issued in the currency of the original transaction.
• Exchange rate differences and card issuer fees are not refundable.

This Policy forms part of our Terms of Service.