Table of Contents

1. The Two-Fee Structure
2. Refund Scenarios
3. Self-Service Partial Refunds
4. Time Limits
5. Full Refunds Without Question
6. Responsibility for Accuracy
7. Refund Processing Timeline
8. Currency & Exchange Rates
9. Method of Refund
10. Reduced Billing for Declined Cards
11. European Union & UK Consumer Rights Waiver (Article 16(a))
12. Chargebacks & Friendly-Fraud
13. Force Majeure
14. Contact & How to Request a Refund

1. The Two-Fee Structure

We charge in a transparent two-fee structure:

• Government Fee. Money payable to a government authority for issuing the travel document. At the date of this Policy, the Government Fee for the TDAC is US$0. Any Government Fee collected (now or in the future) is non-refundable once forwarded to the authority, and Aether Innovations does not retain any portion of it.
• Service Fee. Money payable to Aether Innovations for our private assistance (review, formatting, validation, submission, support, and delivery). This Policy governs the refundability of the Service Fee.

Service Fees are charged in addition to any government fees that may apply.

2. Refund Scenarios

The refund available depends on the status of your Application at the time we receive your refund request.

One refund per Application. Each Application is eligible for a single refund decision; resubmissions or repeat requests on the same Application will not be re-considered.

A refund does not stop submission if the Application has already entered review or submission, since work already performed cannot be undone. Where you wish to halt submission of a draft, you must do so before review begins.

3. Self-Service Partial Refunds

Where your Application is in a refundable status (per Section 2), you can request a refund directly from your status page without contacting support. The flow is:

1. Open the status page using your order number and email.
2. Click “Request a refund”; we email a verification code valid for 10 minutes.
3. Confirm the request; the system computes the eligible refund amount based on the live status of your file at confirmation time.
4. Confirmation is final and irreversible: by confirming, you accept the displayed refund amount in full and final settlement of the Application.

If the self-service portal is unavailable to you, contact support@entry-documents.com within the time limits in Section 4.

4. Time Limits

Refund requests must be received within ninety (90) calendar days of the original payment date. Requests received after that period will not be granted, save where applicable law provides otherwise.

5. Full Refunds Without Question

Regardless of the matrix in Section 2, we will issue a full refund of the Service Fee where the failure to deliver is attributable to us, namely:

• a technical fault on our side that prevents us from submitting your Application;
• a duplicate charge for the same Application;
• a clear specialist error in the data we submitted that the Thai authority is unable to correct and that we cannot remediate by re-filing free of charge.

6. Responsibility for Accuracy

We are not responsible for, and refunds will not be issued where, the cause of the issue is:

• inaccurate, incomplete, or fraudulent information provided by you (e.g., wrong passport number, wrong date of birth, expired passport);
• changes to your travel plan that occur after submission;
• denial of entry or revocation of the TDAC by Thai authorities based on their sovereign assessment;
• your decision to modify or re-submit the TDAC directly via the official portal after we have already submitted it.

7. Refund Processing Timeline

Approved refunds are typically processed within three (3) to five (5) business days. Funds are normally visible on the original payment method within seven (7) to ten (10) business days of processing, depending on your card issuer or bank.

8. Currency & Exchange Rates

All charges and refunds are denominated in US dollars (USD). Foreign-exchange differences, intermediary fees, or bank charges between the time of payment and the time of refund are determined by your card issuer and are not within our control or responsibility.

9. Method of Refund

For anti-money-laundering compliance, refunds are issued to the original payment method used at checkout. We cannot redirect a refund to a different card, bank account, wallet, or beneficiary.

10. Reduced Billing for Declined Cards

If your card is declined for insufficient funds at checkout, we may, at our sole discretion and as a courtesy, offer a one-time retry at a reduced Service Fee equal to 50% of the standard rate. Express and Ultra-Express options are removed; the Government Fee, if any, remains unchanged. This offer is final and non-negotiable.

11. European Union & UK Consumer Rights Waiver (Article 16(a))

Entry Documents is a digital service performed immediately on payment in order to meet the often time-sensitive nature of arrival cards. If you are a consumer based in the European Union, the European Economic Area, or the United Kingdom:

• you expressly consent to us beginning performance of the Service immediately upon payment; and
• you expressly acknowledge that, in accordance with Article 16(a) of Directive 2011/83/EU on consumer rights (and equivalent UK consumer-protection law), you lose your right of withdrawal (the 14-day cooling-off period) once the contract has been fully performed, i.e., once we have submitted your Application to the Thai immigration authority.

Where the Service has not yet been fully performed, you retain your statutory withdrawal rights. The matrix in Section 2 nevertheless governs the practical refund amount at each stage.

12. Chargebacks & Friendly-Fraud

Before initiating a chargeback or payment dispute with your bank, you agree to contact support@entry-documents.com and to allow us up to seven (7) business days to resolve the issue. Initiating a chargeback without first contacting us, or while a refund has already been issued, may be treated as friendly fraud and is subject to the sanctions described in our Terms of Service, Section 11, including challenge of the chargeback with full evidence, ban from future use of the Service, reporting to chargeback-fraud databases, and recovery of costs. Your card statement shows the descriptor ENTRYDOC*TRAVEL; if you do not recognise a charge, contacting us first is the fastest path to resolution.

13. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including outages of the official Thai portal, government suspensions of TDAC issuance, natural disasters, strikes, pandemics, cybersecurity incidents, or sanctions. In genuine force-majeure scenarios we will cooperate in good faith and may, at our discretion, issue a partial refund or service credit.

14. Contact & How to Request a Refund

For self-service: use the “Request a refund” option on your application status page.

For everything else:

AETHER INNOVATIONS PTE. LTD.
Attn: Refunds Team
2 Venture Drive, #19-21, Vision Exchange, Singapore 608526
Email: support@entry-documents.com

See also our Terms of Service, Privacy Policy, and Legal Disclaimer.