Frequently asked questions

You can search flights and browse packages and services without one. To book, apply or pay, you need an account with a verified email address, so your bookings, invoices and documents are kept together in one place.

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Online through ZevPay, our payment provider, using the options it offers, such as a card. Online payments are confirmed straight away.

Or by bank transfer into one of our company accounts, where your booking or service offers it. The accounts are shown on your booking or invoice. After you transfer, tell us about the payment in your account and upload your proof.

Your booking shows that we are checking your payment. Our finance team checks the amount that arrived against our bank statement, then confirms it.

If a transfer cannot be confirmed, we tell you why, and you can pay again. For a flight, send the full amount in one transfer: part payments are not accepted.

Some packages and services let you pay a deposit first. Where they do, the page shows the deposit and when the balance is due, and we send reminders before that date. Flights are paid in full.

Yes. Every payment is made against an invoice in your account, which you can download as a PDF. It shows what you are paying for, what you have paid and, while something is still owed, how to pay it.

Refunds follow our refund policy and, for flights, the airline's fare rules. When we pay a refund, we record it on your invoice with its reference and email you.

Read our refund policy

Fares include taxes. The booking fee is shown as its own line before you pay. When you choose a fare we check the live price with the airline, and if it has moved since your search, we tell you plainly whether it went up or down.

Once you continue to payment, the price is held for up to 30 minutes, or less if the airline sets a shorter time. Your booking shows a countdown. While a bank transfer you have sent is being checked, the booking does not expire.

Their names exactly as printed on their passport, date of birth, nationality, the sex shown on the passport, and a passport that is valid past the last flight. Travellers you have already saved in your account can be chosen in one tap.

Age is counted on the day of the first flight: infants are under 2, children are 2 to 11, and adults are 12 or over. You can book up to 9 travellers at a time, with no more infants than adults.

As soon as your payment is confirmed, we book with the airline and email you the airline booking reference. If anything stops the booking going through, our team is told at once and we let you know that we are completing it.

By email. We send your e-ticket numbers as soon as they are issued, with your itinerary. You can also download the itinerary from your booking in your account at any time after the airline confirms it.

Manage booking

Contact our team with your booking reference. Changes and cancellations follow the fare rules of your ticket, which you can read on each fare before you choose it.

Contact us

No one can. The embassy or immigration authority makes the decision. What we do is prepare and check your application with you, so what you submit is complete and accurate.

Each service shows its price, what it includes, and what is paid separately, such as embassy fees, before you pay anything.

Once enough is paid to start, your application goes to our case team automatically. When someone starts working on it, we email you. A case officer takes it through each step and tells you what happens next, and if we need anything changed or added, we ask you by email.

Each service lists what it needs. You upload the documents as you fill in your application, and any document already in your account is ticked off for you. Some services need your passport to stay valid for a set time, and the service page says so.

Where a package allows a deposit, you pay it to book your place and pay the balance by the date shown for your departure. We send reminders before the balance is due. If you book on or after that date, you pay in full.

Each package sets what happens. After any grace period, your booking may be passed to our team to follow up, or it may be cancelled and the seats released. What happens to money already paid is set by the package and stated in the email we send you.

We email everyone booked on it with the reason. Our team then moves your booking to another departure of the same package or cancels it, and any refund is made in line with our refund policy.

Read our refund policy

What is listed on the package's page. The page also lists what is not included, so you know what to budget for separately.

Yes. Your account can hold several travellers or applicants, each with their own passport details and documents. Choose who a booking or application is for when you make it.

No. Documents you upload are kept with the traveller they belong to, so the next application uses them again. You only upload what is missing or out of date.

Names must match the passport exactly, letter for letter, or an airline or embassy can refuse them. For Nigerian passports we check the details against the issuing record through our identity verification provider. We also ask for the expiry date and do not accept an expired passport.

In private storage, not on a public website. A document is opened through a link that stops working after a short time, and our staff can see documents only where their work needs it.

Read our privacy policy