This policy applies to the $19.99 USD per-traveler private assistance fee paid through PayPal. It covers only our optional private assistance fee.
Cancel before work begins
You receive 80% of the service fee: $15.99 USD per traveler.
Cancel after work begins
You receive 50% of the service fee: $10.00 USD per traveler.
At a glance
| Situation | Refund |
|---|---|
| Cancel before work begins | $15.99 USD per traveler |
| Cancel after work begins but before delivery | $10.00 USD per traveler (50%) |
| Our error cannot be corrected before delivery | 100% of the affected service fee |
| Prepared form delivered | No refund for change of plans or customer-provided errors |
| Approved refund processing | Initiated within 5 business days |
When a refund is available
If you cancel before we begin reviewing or preparing your application, we refund 80% of the service fee: $15.99 USD per traveler.
If you cancel after work has begun but before delivery, we refund 50% of the service fee: $10.00 USD per traveler. If an error made by us cannot be corrected before delivery, you may choose a corrected form or a full refund of the affected service fee.
When a refund is not available
Once the prepared form has been delivered, the service is complete. We do not refund because you change or cancel your travel plans, or because information you supplied was incorrect or incomplete. If you identify an error caused by us, contact us promptly so we can review it and provide a correction where possible. If we cannot correct our error, you may request a full refund of the affected service fee.
Request a refund
Submit your order reference, order email, and reason below. Do not include passport or payment-card details. Submit within 30 days of the payment confirmation.
We’ll email you to confirm receipt, then review the request and respond within 5 business days. Approved refunds are initiated to the original payment method within 5 business days after approval. Your payment provider or bank may take additional time to post the funds.
If you prefer, you can email support with your order reference.
Contact and grievances
For questions or complaints about a cancellation or refund, email admin@arrival.store and include your application reference.