Refund Policy

To understand our refund policy, you must understand how our pricing works:

• Government Fee: The money paid directly to the government/immigration authority to process your travel document. We do not keep this money.
• Service Fee: The money paid to Travel Smart Travel Fast for our professional services (reviewing data, formatting documents, 24/7 support, and submission).

2.1 Cancellation Before Submission

If your application has not yet been submitted to the relevant government authority, you may request a partial refund through the self-service refund option on your application status page (see Section 2.6). The refund amount will be calculated according to the percentages and conditions described in Section 2.6, which account for the administrative and processing work already performed by our team. Government fees and eSIM add-on purchases are always excluded from the refund calculation.

2.2 Cancellation After Submission (Limited/No Refund)

Once your application has been submitted to the government system:

• The Government Fee is NON-REFUNDABLE. Governments do not issue refunds for processed applications, even if you cancel your trip.
• The Service Fee is NON-REFUNDABLE. Our service is considered fully rendered once the data has been reviewed and submitted on your behalf.

Proof of Submission: You agree that a submission receipt, a government application ID number, or a status update email from our system confirming "Application Submitted" shall serve as conclusive proof that our Service has been fully rendered.

2.3 Denial of Application

Our service is a data processing and submission service; we cannot guarantee government approval.

• If your travel document is denied by the government, no refunds will be issued for either the Government Fee or the Service Fee, as the work has been performed and the costs incurred.

2.4 Duplicate Payments

If you accidentally paid for the same application twice (duplicate order), please contact our support team at support@travelsmarttravelfast.com or via the live chat on our website. Duplicate payment refunds are handled exclusively by our support team and are not available through the self-service refund option. We will fully refund the duplicate transaction provided the request is made within ninety (90) days of the original payment. Requests made after this period may be issued as service credit only, at our discretion.

2.5 eSIM Add-On Purchases

If you purchase an eSIM as an add-on to any travel document service, the eSIM is considered a digital product that is delivered electronically. Once the eSIM has been delivered (i.e., the QR code or activation details have been provided to you), no refund of any kind will be issued for the eSIM purchase, regardless of whether the eSIM has been activated or used. This applies even if your associated travel document application is cancelled or denied.

2.6 Self-Service Refund Requests

All refund requests must be submitted through the automated self-service refund option available directly from your application status page. This is the exclusive method for requesting refunds. This option is only available while your application is in one of the following statuses: In Queue, Waiting, or Missing Data. Once your application has moved to Processing or Delivered status, refunds are no longer available.

• A. Verification Process: To request a self-service refund, a verification code will be sent to the email address associated with your application. You must enter this code within 10 minutes to confirm the refund. Expired codes will require a new request.
• B. Partial Refund Amounts: Self-service refunds are partial refunds calculated as a percentage of the eligible amount (total payment minus any non-refundable items). The refund percentage depends on your application status at the time of the request: 50% if your application requires additional data (Missing Data status), and 30% if your application is In Queue or Waiting.
• C. Non-Refundable Items: The following items are always excluded from the refund calculation: (i) eSIM add-on purchases, as described in Section 2.5 above, and (ii) Government fees paid directly to the issuing authority on your behalf.
• D. Continued Processing: Requesting and receiving a refund does not stop or cancel your application. Your application will continue to be processed and delivered by the estimated date regardless of the refund.
• E. One Refund Per Application: Only one self-service refund may be requested per application. If a refund has already been processed for your application, no additional self-service refunds will be available.
• F. Finality of Refund: Once you confirm a self-service refund by entering the verification code, the refund is final and irreversible. You acknowledge that you have reviewed the refund amount and conditions prior to confirmation and accept them as binding. No claims for additional refunds, adjustments, or reversals will be entertained after confirmation.
• G. Time Limit: The self-service refund option is only available within ninety (90) days from the date of your original payment. After this period, refunds are no longer available regardless of your application status.
• H. System Availability: The self-service refund system is provided on an "as-is" and "as-available" basis. While we strive to maintain uninterrupted access, we do not guarantee that the system will be available at all times or free from errors, delays, or technical interruptions. In the event of a technical issue preventing you from completing a self-service refund, you may contact our support team at support@travelsmarttravelfast.com for assistance. We are not liable for any damages, losses, or missed refund opportunities resulting from system unavailability, failed verification code delivery, or any other technical issue beyond our reasonable control.

2.7 Reduced Billing Orders

If your order was processed under our Reduced Billing for Insufficient Funds policy (as described in Clause 8.5 of our Terms of Service ), the following applies:

• A. Refund Calculation Basis: Any applicable self-service refund will be calculated based on the reduced amount actually charged, not the original (higher) price.
• B. Removed Add-Ons: Priority processing add-ons that were automatically removed as part of the reduced billing are not eligible for refund, as they were never charged.
• C. Government Fee: The Government Fee included in a reduced billing order remains non-refundable under all circumstances, consistent with Section 2.2 above.
• D. No Claims for Price Difference: You may not file a refund request, dispute, or chargeback seeking the difference between the original price and the reduced billing amount. The reduced billing amount was offered as an accommodation and accepted by you as final.

Government processing times are estimates only. We are not responsible for delays caused by the government, technical failures of government websites, or delays in your own submission of required documents. Refunds are not issued solely due to government delays that are outside our control.

You are responsible for the accuracy of the information you provide. If an application is rejected due to a typo, error, or missing document provided by you:

• No refund will be issued.
• A new application (and new payment) will be required to correct the mistake.

Approved refund requests are processed by our finance team within 3-5 business days. However, depending on your bank or credit card issuer, it may take an additional 7-10 business days for the funds to appear on your statement.

This section is strictly enforced in accordance with Clause 8 of our Terms of Service.

6.1 Billing Descriptor

Charges on your credit card or bank statement will appear as "tstfTravelDocs" (or a similar variation depending on your card issuer). By placing an order, you agree to recognize this descriptor and not to report this transaction as "fraudulent" or "unrecognized" based solely on the billing name.

6.2 Mandatory Dispute Resolution

Before initiating a chargeback or payment dispute with your bank, YOU AGREE TO FIRST USE THE SELF-SERVICE REFUND OPTION on your application status page (see Section 2.6). If you are unable to use the self-service option, contact us at support@travelsmarttravelfast.com.

• You must allow us seven (7) business days to address and resolve your concern.
• Initiating a chargeback without following this procedure constitutes a material breach of our policies.

6.3 Consequences of "Friendly Fraud"

We take "Friendly Fraud" (receiving a service but falsely claiming unauthorized use) extremely seriously. If you initiate a chargeback for a valid transaction, we will take the following actions immediately:

• A. Travel Document Cancellation & Government Notification: We reserve the right to immediately cancel any active applications or travel authorizations. WARNING: We may notify the issuing government authority of the payment fraud/chargeback. This frequently results in the immediate revocation of your travel document and potential denial of entry at the border.
• B. Lifetime Ban: Your IP address, credit card, and personal details will be permanently banned from using our Service.
• C. Fraud Reporting: We will report your details to industry fraud and credit risk databases, which may affect your ability to transact with other online merchants in the future.
• D. Dispute Evidence: We will contest the chargeback by submitting full evidence to your bank, including your IP address, audit logs, and proof of service delivery.

6.4 Reimbursement of Costs

If you file a dispute that is resolved in our favor (the bank decides the charge was valid), you agree to reimburse Travel Smart Travel Fast for any administrative fees, chargeback penalty fees, and legal costs incurred by us to fight the dispute.

6.5 Prevention of Double Recovery

If we agree to issue a refund to you for any reason, you agree that you will not subsequently initiate a chargeback with your bank for the same transaction. If you receive a refund and also successfully initiate a chargeback (resulting in you receiving the money back twice), we consider this theft and will pursue legal action and collections to recover the excess funds plus legal fees.

All transactions are processed in United States Dollars (USD). If your credit card or bank account is denominated in a different currency, your bank will apply a currency conversion rate at the time of payment and at the time of any refund.

• Exchange Rate Differences: Due to the fluctuation of exchange rates between the time of purchase and the time of refund, the amount you see refunded in your local currency may be higher or lower than the amount originally deducted.
• Bank Fees: We are not responsible for any differences in the refund amount caused by exchange rate fluctuations or foreign transaction fees charged by your bank. We refund the exact USD amount charged; we do not cover third-party banking fees.

To comply with strict Anti-Money Laundering (AML) regulations and banking standards, refunds will only be issued to the original payment method (same credit card) used for the purchase.

• We cannot issue refunds to a different card, via bank transfer, PayPal, or cash.
• If your original card has expired or been cancelled, it is your responsibility to contact your bank to retrieve the funds once we have processed the refund to the associated account.

We are not responsible for, and will not issue refunds due to, changes in travel restrictions or government policies that occur after our Service has been performed. This includes, but is not limited to:

• Sudden border closures due to pandemics, health emergencies, or political unrest.
• Cancellation of flights by airlines.
• Changes in government travel document rules that render an issued travel document invalid. If we have already successfully processed your application, our service is complete, regardless of your ability to travel.

If you are a consumer located in the European Union or the United Kingdom: You acknowledge that by requesting immediate processing of your application, the performance of the Service begins immediately. Therefore, you expressly acknowledge that you lose your right of withdrawal (the 14-day cooling-off period) once the contract has been fully performed (i.e., once we have submitted your application), in accordance with Article 16(a) of the Directive 2011/83/EU and similar UK legislation.

If you have any questions about these refund practices, please contact us.

11.1 Customer Support

For general inquiries, travel document status updates, or technical support, please contact us via:

• Email: support@travelsmarttravelfast.com
• Webchat: Available on our Website.

11.2 Mailing Address

For official legal notices or written correspondence, our mailing address is: Travel Smart Travel Fast LLC 1209 Mountain Road PL NE STE R, Albuquerque, NM 87110, United States

11.3 Response Times

We attempt to respond to all support inquiries within 24-48 hours during business days. However, response times may vary depending on inquiry volume and are not guaranteed.