Refunds & Cancellation
The short version: before we file your application, you can cancel for a full refund of our fee, no questions. After we file, the work is done — but if the fault was ours, you still get your money back.
Cancel before we file → 100% refund of our service fee. No reason needed, no time limit before filing, no deductions.
We made an error → 100% refund, or we correct and refile at no charge, whichever you prefer.
Filed correctly, but your plans changed → no refund. The service has been performed.
1. The two-fee structure
Two kinds of charge can apply:
- Our service fee — what you pay us for preparing, checking and filing.
- Government fee — where a document carries one, paid to the government authority. Once paid to them it is non-refundable, because governments do not refund it. The Thailand Digital Arrival Card has no government fee, so this does not apply to it.
2. Cancelling before we file
You can cancel at any point between paying and the moment we submit. Because most applications can only be filed within 72 hours of arrival, that window is usually days or weeks — and if you booked months ahead, months. Email support@passagecard.com with your order reference, or reply to your confirmation email. We refund our full service fee to your original payment method, normally within 5 business days. We do not deduct a processing charge.
3. After we file
Once submitted, the service has been fully performed — the collection, checking, window-tracking and submission are complete, and the application cannot be withdrawn from the authority's systems by us. We therefore do not refund our fee after filing, except in the cases in Section 4. We always email you when we file, so you know exactly when this point is reached.
4. When we refund after filing
We refund our fee in full, after filing, if we made an error that cannot be corrected in time for your travel, if we missed the service speed you paid for and it caused a real problem, if we failed to file at all before your arrival, or if the application was rejected for a reason attributable to us and cannot be resolved. If you paid for Fast or Ultra Fast and we filed within the Standard timeframe instead, we refund the difference automatically, without you having to ask.
5. Rejections
If an application is rejected for any reason, we correct and resubmit it at no additional cost. Where the rejection was caused by information you gave us, resubmission is still free, but a cash refund is at our discretion.
6. What we do not refund
We do not refund our fee where the document was validly issued and you cancelled or changed your trip, were refused boarding or entry for reasons unrelated to the document, did not present the confirmation on arrival, held an invalid passport, or the destination changed its entry rules after we filed. In these cases the service you purchased was delivered in full.
7. Changes to your trip
Tell us as early as you can. If we have not filed yet, we update your application at no cost. If we have already filed, we withdraw where possible and submit a corrected application — also at no cost. There is no change fee.
8. How to request a refund
- Email support@passagecard.com with your order reference and what went wrong.
- We acknowledge within 2 business days.
- We tell you our decision within 5 business days, with reasons.
- Approved refunds are issued to the original payment method within 5 business days.
Please contact us before raising a chargeback. We would far rather refund you directly and quickly. A chargeback takes months; we can usually resolve it in days.
9. Method and timing
Refunds are issued only to the original payment method used for the purchase; we cannot refund to a different card or by other means. Approved refunds are processed within 5 business days, though your bank may take an additional 7–10 days to show the funds. All charges are in USD; where your card is in another currency, your bank sets the conversion rate, and exchange-rate movement between purchase and refund is outside our control.
10. EU & UK withdrawal rights
As a consumer in the EU or UK you normally have 14 days to withdraw from a distance contract. Because our service is often performed inside a short window that may fall within those 14 days, when you purchase you ask us to begin the service, and you understand the right of withdrawal ends once the service has been fully performed (i.e. once we submit), consistent with Article 16(a) of Directive 2011/83/EU and equivalent UK law. Your rights under this policy are more generous than that minimum, since we refund our fee in full any time before we file.
11. Contact
Email support@passagecard.com. If we cannot resolve a dispute, EU consumers may use the Online Dispute Resolution platform at ec.europa.eu/consumers/odr.