Last updated: [DATE — review with legal counsel before launch]
| Scenario | Government Fee | Service Fee |
|---|---|---|
| Cancelled before submission to CBP | Full refund | Full refund |
| Cancelled after submission to CBP | Non-refundable | Non-refundable |
| Application denied by CBP | Non-refundable | Non-refundable |
| Duplicate application (our error) | Full refund | Full refund |
| Technical failure preventing submission | Full refund | Full refund |
How to request a refund
Email support@... with your reference number (it starts with EPU-), or use the contact page. Approved refunds are returned to the original payment method within 5–10 business days.
About the government fee
The U.S. government fee is set by U.S. Customs and Border Protection. Once your application has been submitted to CBP, that fee has been paid to the government and cannot be recovered by us or by you, regardless of the outcome. This is outside our control.
Errors on our side
If a mistake in our handling — a duplicate charge, a data entry error we introduced, or a technical failure that prevented your application from reaching CBP — causes you loss, we refund both fees in full. That is our responsibility, not yours.