Refund Policy

1. Scope of this Policy

This Refund Policy applies to fees paid directly to TDAC Assist for our optional TDAC review, preparation, submission-timing, and support service. It is part of our Terms of Service. It does not apply to charges made by third parties, including airlines, banks, payment providers, insurers, accommodation providers, or government authorities.

Our service fee is not a government charge. Purchasing our service is optional, and payment does not guarantee a TDAC outcome or entry into Thailand.

2. Requests made before official submission

You may cancel an order and receive a full refund any time before we submit the relevant TDAC through the official channel. No reason is required. Email us with your order reference and the email address used for the order; see “How to request a refund” below.

A cancellation is effective when we confirm it. If you send a request while a submission is in progress, we will check the order status promptly. If the TDAC has not yet been submitted, the full-refund rule applies. If it has already been submitted, the “After submission” section applies.

3. Requests made after official submission

Once a TDAC has been submitted through the official channel, the core service has been performed. A change of mind after submission is therefore reviewed case by case rather than automatically refunded.

If our material error caused an incorrect submission—for example, we changed correct information you provided or submitted details that did not match your approved application—you may choose one of the following remedies:

• we will correct and re-submit the TDAC at no additional service charge, where the official process permits it; or
• we will issue a full refund of the TDAC Assist service fee for the affected traveler or order, as appropriate.

We may ask for reasonable information to investigate the issue. This does not limit any mandatory legal rights you may have.

4. Situations that may not qualify for a refund

We will review concerns fairly, but a refund is not normally due after submission where the issue arises from:

• information that was inaccurate, incomplete, outdated, or changed after you supplied it;
• your failure to respond to a reasonable request for clarification in time;
• a changed, cancelled, missed, or ineligible trip;
• a decision, refusal, delay, rule change, outage, or other action by a government authority, carrier, payment provider, or other third party;
• your failure to meet entry, passport, visa, health, carrier, or other travel requirements; or
• a circumstance outside our reasonable control after we have performed the service with reasonable care.

We do not charge a government TDAC fee. If a third party charges a separate amount, that amount is governed by the third party’s own policy and cannot be refunded by us.

Duplicate payments and billing errors

If you believe you were charged twice for the same traveler and service tier, contact us promptly. After verifying the duplicate, we will refund the duplicate TDAC Assist charge. If a charge is unauthorized, contact your card issuer promptly and also let us know so we can investigate.

5. How to request a refund

Email support@example.com with the subject line “Refund request” and include:

• your order reference number;
• the name of the lead traveler;
• the email address used for the order; and
• a short description of the request or issue.

For your security, do not send full passport images, full card numbers, or card security codes by email. We may ask for enough information to verify the order and protect travelers’ data.

6. Refund timing and method

We aim to acknowledge refund requests within two business days. Once approved, refunds are returned to the original payment method whenever possible. We aim to issue an approved refund within five to ten business days; your bank or payment provider may take additional time to show it on your statement. We will email you when the refund has been issued.

Please contact us before opening a payment dispute if you can. We will make a good-faith effort to resolve the issue quickly. This request does not limit your right to contact your payment provider or exercise any legal rights.

7. Changes and questions

We may update this Policy for future orders. The effective date above identifies the current version. For questions about an existing order or this Policy, contact support@example.com.