Terms of service

1. Nature and purpose of the service

UK ETA Assistance helps travellers prepare an application for an electronic travel authorisation for the United Kingdom. The service includes guided collection of the required information and documents, consistency checks and assistance from our team before the application is processed.

UK ETA Assistance is an independent private service. Groupe AM is not a public authority, is not affiliated with the UK government and does not claim to act on its behalf. Travellers may apply themselves through the official service without using our assistance.

2. Price and payment

The total price of our service is displayed before payment and depends, among other factors, on the number of travellers included in the application. The amount paid to Groupe AM covers our private assistance service. Payment is processed by our secure payment provider.

3. Commencement and performance of the service

Once payment is confirmed, the customer can complete the application. Our team starts processing when the required information and documents have been provided. If anything is missing, inconsistent or requires correction, we may request further information before proceeding.

4. Right of withdrawal

When acting as a consumer and where French regulations apply, the customer generally has fourteen days from conclusion of the contract to exercise their right of withdrawal.

The customer may expressly request that performance begin before this period ends. If they withdraw after performance has begun at their request, they may remain liable for the amount corresponding to the services actually provided up to withdrawal. If the service is fully performed before the period ends, the right of withdrawal may be lost if the legal conditions are met, including prior express consent and acknowledgement of that loss.

To exercise this right, the customer may use the standard withdrawal form or send us any unambiguous statement expressing their intention to withdraw.

5. Cancellation and refunds

Refund requests are assessed according to the progress of the service and the consumer’s statutory rights. Where a refund is due, it is made within the time limits and under the procedures required by applicable regulations, generally using the payment method used for the order.

A refusal, delay or decision by a competent authority does not in itself constitute a failure of our assistance service and does not automatically entitle the customer to a refund of that service.

6. Traveller obligations

Customers must provide accurate, complete and up-to-date information, submit legible documents and report any errors. They remain responsible for checking the entry requirements applicable to their situation and travelling with the required documents.

7. Official decision

Groupe AM does not decide whether an ETA is granted and cannot guarantee approval, a decision timeframe or admission at the border. After submission, official communications and the decision are sent to the traveller by the competent official service.

8. Liability

Our liability concerns the provision of the agreed assistance service. To the extent permitted by law, it does not extend to decisions by authorities, regulatory changes, denied boarding or entry, or consequences of inaccurate or incomplete information provided by the traveller.

9. Personal data

Details of how personal data is processed are set out in our privacy policy.

10. Complaints

If there is a problem with our service, the customer is invited to contact us so that we can review their application. Customers can write to support@uk-eta.io with any question, complaint or request relating to their order.