Refund Policy

Our Service

NZeTA.org provides private travel assistance services, including:

• Application preparation
• Document review
• Administrative processing
• Customer support
• Submission assistance (where applicable)
• Status communication

Our service fees compensate us for the work performed by our staff and systems. Government fees, where applicable, are separate from our service fees.

Cancellation Before Submission

If you decide to cancel your application before it has been submitted to the relevant New Zealand government authority for processing, you may request a cancellation by contacting our Customer Support team using the contact information provided on our Contact Us page.

Cancellation requests are only eligible for consideration if they are received before your application has been submitted for processing. Once submission has taken place, our services have commenced and the application will no longer be eligible for cancellation or refund.

For approved cancellations made prior to submission, a USD $50.00 cancellation and administrative processing fee will be charged for each individual passport (applicant) included in the application.

For example:

• 1 passport = USD $50.00 cancellation fee
• 2 passports = USD $100.00 cancellation fee
• 3 passports = USD $150.00 cancellation fee
• 4 passports = USD $200.00 cancellation fee

The cancellation fee is calculated based on the total number of passport holders included in the application, regardless of whether the application was submitted under a single booking or reference number.

Any remaining eligible balance, after deducting the applicable cancellation and administrative processing fees, will be refunded to the original payment method used during checkout.

Refunds are subject to our verification process and will only be issued if the application has not been submitted to the relevant government authority.

Applications Already Submitted

Once your application has been submitted for processing to the relevant New Zealand government authority, our services have been substantially performed.

At that stage:

• No cancellation is possible.
• No refund will be issued.
• No partial refund will be available.

This applies regardless of whether the application is still under review or awaiting a government decision.

Government Decisions

Government decisions are made independently by the relevant New Zealand government authority.

Our company has no authority to influence, modify, or appeal those decisions.

Therefore, no refund will be issued if an application is:

• Refused
• Rejected
• Denied
• Cancelled
• Delayed by the government
• Subject to additional review
• Placed under further security screening

Government decisions do not affect the completion of the services we have provided.

Duplicate Applications

Applicants are responsible for ensuring that they do not submit duplicate applications.

No refund will be issued if:

• You submit an application directly through the official government website and also submit an application through NZeTA.org.
• Multiple applications are submitted for the same traveler through our website.
• Duplicate applications are submitted by another person, travel agent, employer, family member, or third party on your behalf.

Our processing begins immediately after an order is received, and duplicate submissions do not prevent our administrative work from being performed.

Change of Mind

No refund will be provided if:

• You decide not to travel.
• Your travel plans change.
• You cancel your trip.
• Your airline cancels your flight.
• Your cruise is cancelled.
• You no longer require the travel authorization.
• You obtain another visa or travel authorization through a different source after placing your order.

Our services begin once your order is accepted and are not dependent on whether you ultimately use the travel authorization.

Incorrect Information

Applicants are responsible for providing complete and accurate information.

Refunds will not be available if delays, refusals, or cancellations result from:

• Incorrect passport details
• Incorrect personal information
• Incomplete applications
• Missing supporting documents
• False or misleading information
• Failure to respond to requests for additional information

Government System Delays

Occasionally, government systems may experience:

• Technical issues
• Website maintenance
• System upgrades
• Unexpected outages
• High application volumes

These circumstances are beyond our control. No refunds will be issued for delays caused by government systems or government processing times.

Force Majeure

Refunds will not be provided where delays or interruptions are caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters
• Pandemics
• Government actions
• Cybersecurity incidents
• Internet outages
• War or civil unrest
• Public emergencies
• Power failures

Chargebacks

Customers are encouraged to contact our Customer Support team before initiating a payment dispute or chargeback with their financial institution.

Initiating an unjustified chargeback after services have been provided may delay resolution and additional evidence may be submitted to the payment processor demonstrating that services were performed.

Refund Processing Time

Approved refunds will be processed back to the original payment method used during checkout.

Please allow approximately 10 to 15 business days for the refund to appear in your account.

Actual processing times may vary depending on your:

• Credit card issuer
• Bank
• Payment provider
• PayPal account
• Financial institution

If you have not received your refund after 15 business days, please contact our Customer Support team for assistance.

Non-Transferable Refunds

Refunds can only be issued to the original payment method used to purchase the service. Refunds cannot be transferred to another person, account, or payment method unless required by applicable law.

How to Request a Refund

To request a cancellation or refund, please contact our Customer Support team using the contact information available on our Contact Us page.

Please include:

• Full Name
• Application Reference Number
• Passport Number
• Email Address used for the application
• Reason for your refund request

Providing complete information will help us process your request more efficiently.

Final Decision

All refund requests are reviewed individually based on this Refund Policy and the processing status of the application. Voyage California LLC reserves the right to approve or decline refund requests in accordance with this policy and applicable law.

Policy Updates

We may revise this Refund Policy from time to time to reflect operational, legal, or regulatory changes.

The latest version will always be published on this page.

Continued use of our services after updates constitutes acceptance of the revised policy.