Refund and Cancellation Policy

Last updated: 5 August 2026

This policy forms part of our Terms of Service. It does not affect your statutory rights as a consumer.

1. WHAT YOU ARE PAYING FOR

1.1 Our fee is a SERVICE FEE for reviewing, preparing and submitting your C5 Form, plus the support around it. It is not a government fee.

1.2 Where the Authority charges its own fee, that amount is shown separately at checkout, is paid to the Authority, and is governed by the Authority's own rules. Government fees are generally NON-REFUNDABLE once the application has been submitted, and we cannot recover them on your behalf.

2. WHEN YOU GET A FULL REFUND OF OUR SERVICE FEE

We refund our service fee in full if: (a) you cancel before we have started work on your order; (b) we fail to submit your C5 Form due to our own error or omission, and the failure is not attributable to you; (c) we are unable to provide the Service for any reason attributable to us; (d) you were charged twice for the same order, or charged in error; (e) we cancel or decline your order under our Terms; (f) you exercise a statutory right of withdrawal that has not been lost under clause 9 of the Terms.

3. WHEN A REFUND IS NOT AVAILABLE

Our service fee is not refundable where: (a) the Service has been fully performed — that is, your C5 Form has been reviewed and submitted to the Authority — and you had expressly requested immediate performance and acknowledged the loss of your withdrawal right; (b) the Authority refuses, delays, suspends or revokes your C5 Form, since the decision is the Authority's alone and our work has already been done; (c) the application failed because the information or documents you supplied were incorrect, incomplete, outdated or untrue; (d) you were refused boarding or entry, or your travel plans changed, were cancelled or were rescheduled; (e) you simply changed your mind after the Service was fully performed; (f) you claim that you did not realise the C5 Form could be obtained directly from the Authority — this is disclosed prominently on the homepage, on the order form, in these policies and in your order confirmation; (g) the request is made more than 90 days after the order date; (h) fraud, abuse or misuse of the Service is established.

4. PARTIAL REFUNDS

If you cancel after work has begun but before submission, we may retain a proportionate amount reflecting the work already carried out, and refund the balance.

5. HOW TO REQUEST A REFUND

5.1 Email info@globalentryform.com with your order reference, the email used for the order, the date of the order and the reason for the request.

5.2 We acknowledge within 2 business days and decide within 14 days.

5.3 Approved refunds are issued to the original payment method through TailoredPay. Please allow 5 to 10 business days for the funds to appear, depending on your bank.

5.4 Please note that, because of our 24-hour deletion rule, we may hold only the minimum transaction record for your order. This is sufficient to verify and process a refund.

6. CHARGEBACKS

Please contact us before raising a chargeback with your bank; most issues are resolved faster directly. Where a chargeback is raised for a service that was properly delivered, we will submit our transaction evidence to the acquirer and may suspend further service.

7. CONTACT

Global Entry Form LLC — info@globalentryform.com