STEVEN

Hello Steven,

Thank you for leaving another review and giving us the chance to respond again. We’d like to reiterate two key points that are essential to understanding the nature of our service.

First, we cannot assist with any application that was not both paid for and submitted directly by the applicant, and it’s not possible to make a payment without first reviewing and accepting our Third Party Authorization, which outlines that GovAssist is a private support service unaffiliated with any government or border agency. This is presented on our website, in our terms, and throughout the payment process.

As for the expedited service, what we offer is internal prioritization of your application within our support process. We do not promise or control how quickly the government makes its decisions, and we avoid making any such claims.

Regarding the final cost, all fees are displayed before payment is completed. The charge in Canadian dollars reflects the conversion at the time of your purchase, and no hidden fees were applied. For more information, we invite anyone to visit our official page at https://visa.govassist.com/esta. The details about our services are outlined there.

Lastly, if a refund offer was extended to you, it would have been solely as a gesture of goodwill, since at the stage your application had reached, a refund, full or partial, would no longer apply under our service terms.

We’re here to clarify anything else directly if needed, and we truly regret that your travel plans were impacted.

Hello Steven,

Thank you for taking the time to share your experience. We'd like to start by making two important points clear:

First, we are only able to assist with applications that have been both paid for and submitted by the applicant. Without this confirmation, no application can move forward.
Second, it’s not possible to make a payment for our support services without first acknowledging that GovAssist is a third-party provider, unaffiliated with any government agency. This is stated throughout our website, in the Terms of Service, and especially in the authorization form you must review and approve before checkout.

We understand the frustration that comes with travel delays, especially when they affect your plans. However, it’s important to clarify that our expedited service refers to faster internal handling of your application on our end, not a guarantee of faster approval by the government. We’re careful to avoid suggesting otherwise.

The fees you paid were fully disclosed prior to payment, and the final amount in Canadian dollars reflects the current exchange rate. For full transparency on what our services include, we encourage you to visit https://visa.govassist.com/esta. If you scroll down a bit, you’ll find a detailed breakdown of how our service works.

Your case has already been reviewed and addressed by our team. If anything remains unclear, feel free to reply directly to the last email we sent. We’re here to help if you need us.