Once a UK ETA application on etourist.com is paid for, it becomes an order with its own stages, deadlines and support channels. This post explains what happens to a UK travel permit request on the eTourist side, from the moment you start it to the day it closes.
- Start the request and pay.
- eTourist reviews it and may ask questions.
- The request goes to the UK government.
- The decision arrives by email and the order completes.
Starting a UK Travel Permit Request on eTourist
The UK landing page opens with three choices: your passport country, your travel purpose and the number of travellers. From there you fill in the form for each person and reach checkout.
The site says the form takes about five minutes per person. You can also start an application and come back to it, as long as the order is completed within 30 days. Checkout is where the full price appears. It combines the GBP 20 government fee per person with eTourist’s service fee, plus any faster service level or Denial Protection you add.
Tip. Write down the order number as soon as you pay. The contact page asks you to include it in every email, so support can find your request quickly.
Requests for Several Travellers
A single order can cover a family or group, since you choose the number of travellers at the start. Each person still gets their own ETA and pays their own GBP 20 government fee.
- Enter each traveller’s own passport, never a parent’s for a child.
- Upload a separate face photo for each person, children alone in the frame.
- Check each profile before payment.
- Expect separate decisions, since each ETA is linked to its own passport.
Reading the Order Status Page
You can check progress by logging in on the eTourist site. The refund policy names the stages an order passes through.
| Status | What it means |
|---|---|
| Incomplete or Received | eTourist is still waiting for information or documents from you |
| Reviewed or Info Needed | The team has started checking the application |
| With Government | The application has been submitted to the UK authorities |
| Complete | The government decision has been issued |
When the Team Asks for More
A request for information usually points to something specific, such as a photo that needs retaking or a detail that does not match the passport.
- Reply by email or live chat, quoting the order number.
- Send exactly what is asked for, nothing more.
- Check the spam folder if you are expecting a message.
Warning. If you do not reply within 7 days, eTourist marks the order as non-responsive, and it is no longer refundable. Orders not completed within 30 days are closed on the same terms.
Deadlines That Affect Refunds
Refunds depend on how far the order has travelled, and on asking in time. The refund policy sets a 7-day window from the date you place the order.
| Stage when you ask | Service fee refund |
|---|---|
| Incomplete or Received | 100% |
| Reviewed or Info Needed | 75% |
| With Government or Complete | None |
eTourist says it processes refunds within 3 business days, and banks can take up to 14 business days to post them. Money goes back to the original payment method only.
Reaching Support
The contact page lists two channels for order questions.
- Live chat, available 24/7, with an immediate response time
- Email to support@etourist.com, with the order number included
For refunds, the policy names the same two channels. eTourist confirms every refund decision in writing to the email address on the order.
Note. The refund policy asks customers to contact eTourist before opening a payment dispute with their bank, saying a dispute does not speed up a refund.
Your Data During and After the Order
A UK travel permit request involves sensitive details. eTourist’s privacy policy, last updated on September 19, 2025, lists passport details, photographs, facial images and payment information among the data it collects.
Good to know. The policy also says the site uses cookies and tracking pixels for device and usage data. Card details are not stored unless you choose to save them for future use.
It says data is kept for as long as reasonably necessary or as the law requires. You can ask for access, correction or deletion at privacy@etourist.com, with added rights for UK, EEA and California residents.
Order Questions People Ask
Can I cancel after paying?
You can request a refund within 7 days of ordering. How much comes back depends on the order stage, and nothing is refunded once the request is with the government.
Does a faster service level speed up the decision?
No. The terms say Rush and Super Rush only change eTourist’s preparation time.
What if the government refuses the ETA?
The service fee is refunded only if you bought Denial Protection in advance. The Home Office allows no appeal, so the next step is a visa application.
Can I check the status without emailing?
Yes. The contact page points customers to logging in on the eTourist site to check application status.
Does the order cover the government fee?
Yes. eTourist collects the GBP 20 government fee with its service fee and forwards it to the issuing authority, according to its terms.
Will eTourist call me?
The contact page lists live chat and email only. No phone number is given.
How do I know the order is finished?
The status changes to Complete and the decision arrives by email. GOV.UK says an approval includes a 16-digit ETA reference number.