Apply for your eTA for travel to Kenya

Effective Date: 06 November 2025
This Refund and Cancellation Policy describes how eKalinga Travel Services LLP (“we,” “us,” or “our”) handles refunds and cancellations for services provided through our website (“Website”). By using our Website and submitting an application, you acknowledge that you have read, understood, and agreed to the terms stated herein.

1. Service Nature

eKalinga Travel Services LLP is a private visa consultancy providing assistance to travelers in completing and submitting their Kenya eTA (Electronic Travel Authorization) applications.
We are not affiliated with or part of the Government of Kenya. We assist users by reviewing applications, correcting errors, completing forms, and submitting applications on their behalf to the official government system.
All services provided are online consultancy and processing assistance, not the issuance of a visa itself — the decision remains solely with the Government of Kenya.

2. Application Submission and Processing

Once you complete your application and make payment through our platform, our team immediately begins reviewing and processing your request.
Therefore, all processing starts instantly, and services are considered delivered once the application has been submitted to the immigration system or reviewed by our processing team.

3. Refund Eligibility

• Refund requests may only be accepted under the following circumstances:
• Duplicate payment: If you were accidentally charged twice for the same service.
• Service not initiated: If you contact us before our experts begin processing your application.
• Technical error: If a system or payment gateway error caused a failed or incomplete
transaction.

• If the visa or eTA has been processed and submitted to immigration.
• If your application is rejected or delayed by the Government of Kenya — as final decisions are made by immigration authorities.
• If you provided incorrect, incomplete, or fraudulent information during submission.
• If you failed to respond to our follow-up emails or provide required documents (e.g., passport, photo).
• If you change your travel plans, or no longer wish to proceed after submission.
• If the application was successfully processed and eTA approval or reference number has been issued.

4. Non-Refundable Fees

All application processing fees, including government visa fees and our service charges, are non-refundable once your application is submitted.
This also applies to cases where your eTA is denied, delayed, or your travel plans are cancelled for personal reasons.

5. Cancellation Policy

You may request a cancellation only before we start processing your application.
To do so, please email us
immediately after payment with your full name, passport number, and transaction ID.
If the application has already been submitted to the government system or reviewed by our processing team, cancellation will not be possible.

6. Refund Process

Approved refunds (as per Section 3) will be processed to the original method of payment within 7 to 10 business days after confirmation.
Please note that refund timelines may vary depending on your bank, payment provider, or card issuer.

7. Government Fees

Government fees are non-refundable in all cases, as these are directly paid to the official immigration authorities once the application is lodged.

8. Dispute Resolution

If you believe your refund request qualifies under our policy, please contact us via email.
with all relevant details (payment receipt, application ID, and reason for request).
We aim to review and resolve all refund-related concerns promptly and fairly.

9. Contact Us

For any questions regarding refunds or cancellations, please contact:
📞 Phone: +971 568481700
📍 Address: Office No. 64, Sector 23, Dwarka, New Delhi, 110077, India