Before support work begins
If a customer cancels before ETIAS Connect has begun the purchased support work, a refund may be available subject to the purchase terms and applicable law.
Refund policy
Refund policy for optional ETIAS Connect support.
This policy applies to optional ETIAS Connect support fees. It does not control any official ETIAS fee charged by official EU channels once ETIAS becomes operational.
4 min readReviewed May 15, 2026
Optional support only
Travellers are not required to buy support from ETIAS Connect. Once ETIAS opens, official application channels should be available directly through the official EU website or mobile app.
Optional support only
Travellers are not required to buy support from ETIAS Connect. Once ETIAS opens, official application channels should be available directly through the official EU website or mobile app.
After support work begins
Because the support model is a fast-start independent support service, cancellation and refund rights may be limited once work starts. ETIAS Connect may retain or charge an amount proportionate to work already performed, subject to applicable law.
After full performance
Where the service has been fully performed after the customer's express immediate-start request and acknowledgement, withdrawal rights may be lost where applicable.
Official fees and requests
If the official ETIAS fee has already been used in the official process or is otherwise non-recoverable under the official system, that component should not be treated as freely refundable by ETIAS Connect. Refund questions should be sent to assistance@etiasconnect.eu with the purchase reference and reason for the request.
Refund exceptions
Refund review should remain available for duplicate payments, payment errors attributable to ETIAS Connect, failure to provide the purchased service, charges where work never starts, and any other refund situation required by law.