The USD 100 EATV fee is non-refundable. If payment fails, wait 24-48 hours, then try another card. If double-charged, contact the immigration helpdesk with your bank statement and request a payment correction.
The East Africa visa refund policy applies to all EATV applications submitted through government immigration portals. According to immigration.go.ug and migration.gov.rw (accessed 2026-09-09), the fee covers application processing and system operations, retained regardless of outcome. UK tourists resolving payment failures or double-billing must compare bank statements with portal confirmations and avoid immediate retries.
What Is the East Africa Tourist Visa & Non-Refundable Policy
The EATV is a USD 100 multiple-entry visa valid for 90 days across Kenya, Uganda, and Rwanda for tourism only. The issuing country must be your first entry point. The visa is NOT renewable upon expiry and NOT extendable within the country. The East Africa visa refund policy is non-refundable from submission.
The USD 100 East Africa Tourist Visa fee is non-refundable. Once submitted, your payment covers the application processing fee and cannot be returned, regardless of whether your visa is approved or denied.
The government fee is non-refundable regardless of outcome (approved, denied, withdrawn, unused). Third-party providers like VFS Global have separate refund terms for their service fees only, including a 30-day Refund Request Form window. gov.uk refund rules do not apply to the EATV.
Exceptions to the Non-Refundable Rule
The EATV fee has no refund pathway. However, technical double-billing by the payment gateway qualifies for a payment correction (charge reversal), distinct from a visa fee refund. If your bank blocks funds on a rejected transaction, the reversal comes from your bank, not from immigration.
What to Do If Your East Africa Visa Card Payment Fails
If your EATV card payment fails, check your bank statement first, then wait 24-48 hours before retrying with an alternative card.
Check your bank statement
Determine whether the transaction was charged, blocked, or rejected by the card issuer.
Do not retry immediately
Wait 24-48 hours to avoid duplicate charges while pending authorisation clears.
Verify 3D Secure (3DS) / OTP authentication
Check your banking app for pending verification requests and temporarily disable fraud blocks on international transactions.
Use an alternative Visa or Mastercard
Use a card from a different issuing bank if the first attempt was declined.
Contact the immigration portal helpdesk
NITA-U for Uganda, Irembo for Rwanda, eCitizen for Kenya – with your six-digit application reference number ready.
UK cardholders: inform your bank before payment and ensure 3D Secure is active to avoid auto-blocks on international transactions to government portals.
What to Do If Your East Africa Visa Card Is Double-Charged
If double-charged for the EATV, gather your bank statement and portal confirmation, then contact the immigration helpdesk within 7 days.
Compare your bank statement (two USD 100 debits) with portal confirmation (one payment). A mismatch means technical double-billing, not a second visa fee.
Download your bank statement showing both charges and take a screenshot of the portal payment confirmation. Contact the relevant immigration helpdesk and request a payment correction, not an East Africa visa refund.
| Non-Refundable Visa Fee | Technical Double-Billing |
|---|---|
| USD 100 processing charge for the East Africa Tourist Visa | Erroneous second debit by the payment gateway |
| Not refundable | Eligible for merchant reversal |
| No contact needed | Contact immigration helpdesk first |
A bank chargeback may void your issued East Africa Tourist Visa and block future applications across all three EAC countries, which share immigration data. Use a chargeback only as a last resort if the helpdesk does not respond within 7 business days.
Chargeback vs. Refund: Impact on Your East Africa Visa
A refund is a voluntary merchant reversal, safe for your visa status, but does not exist for standard EATV fees. A chargeback is a bank-initiated dispute that may void your issued East Africa Tourist Visa and block future applications across Kenya, Uganda, and Rwanda, as the EAC shares immigration data.
A chargeback is safe only when the payment never reached the portal (portal shows no payment record). If the portal confirms receipt, do NOT initiate a chargeback; contact the helpdesk instead. For VFS service fees only, submit a Refund Request Form within 30 days (this does NOT apply to the government visa fee).
How to Contact Support & Tips for UK Cardholders
Contact NITA-U, Irembo, or eCitizen helpdesks with your six-digit reference number, payment receipt, and bank statement. Expect response in 2-7 business days. Call Uganda/Rwanda (UTC+3) during local business hours.
| Country | Authority / Gateway | Telephone | Hours | |
|---|---|---|---|---|
| Uganda | DCIC / NITA-U | +256 417 102 600 | Portal contact form | Not specified |
| Rwanda | DGIE / Irembo | +250-788-152-222 | [email protected] | Mon-Fri 8am-5pm |
| Kenya | eCitizen | Not listed | Not listed | Not listed |
The EATV fee is charged in USD. Traditional UK banks (Barclays, HSBC, Lloyds) apply a 2.75-2.99% foreign transaction surcharge (bank charge), while Monzo and Starling charge 0%. Inform your bank before paying an East African government portal. Visa and Mastercard are confirmed as accepted; ensure 3D Secure (OTP) is active on your card.
FAQ
Is the East Africa Tourist Visa fee refundable in 2026?
No. The East Africa Tourist Visa fee of USD 100 is non-refundable in 2026. Once you submit your application on the government website, the fee cannot be returned, regardless of whether your visa is approved, denied, or withdrawn.
Can I cancel my East Africa visa application and get a refund?
No. Cancelling or withdrawing your East Africa Tourist Visa application does not trigger a refund. Even if you withdraw before attending biometric capture, the immigration authority retains the USD 100 processing fee. The fee is non-refundable from the moment of submission.
What happens if my East Africa visa payment fails but my card is charged?
Wait 24 to 48 hours before taking action, as this may be a pending hold rather than a final charge. Check your 3D Secure authentication and bank statement. If the portal shows no payment record after 48 hours, contact the immigration helpdesk with your application reference number.
How long does an East Africa visa refund take?
There is no refund timeline for the East Africa Tourist Visa because the fee is non-refundable. However, for technical double-charge corrections, expect an initial helpdesk response within 2 to 7 business days. The actual payment reversal may take additional time to process.
How do I get a refund for a double-charged East Africa visa?
If you are double-charged, contact the relevant immigration helpdesk (NITA-U, Irembo, or eCitizen) immediately. Attach your bank statement showing both charges and a screenshot of your portal payment confirmation. Request a payment correction, not a visa fee refund. If unresolved in 7 business days, escalate to your bank.
What evidence do I need for an East Africa visa double-charge claim?
You must provide three items to support your double-charge claim: a bank statement showing both charges, a screenshot of the portal payment confirmation showing only one payment, and your six-digit application reference number. Submit these to the immigration helpdesk to initiate the payment correction.
Can I amend my East Africa e-Visa after submission?
No. You cannot amend your East Africa e-Visa to change travel dates or correct information after submission. You must create a completely fresh application. This means paying a new USD 100 fee, which is also non-refundable. Ensure all details are correct before submitting.
What is the difference between a visa fee refund and a chargeback?
A refund is a voluntary merchant reversal, which is safe for your visa status but does not exist for standard EATV fees. A chargeback is a bank-initiated dispute that may void your issued visa and block future applications across Kenya, Uganda, and Rwanda, as the EAC shares immigration data.
Which payment methods are accepted for the East Africa Tourist Visa?
Visa and Mastercard credit or debit cards are confirmed as accepted. Ensure 3D Secure authentication is active on your card. You will be charged in USD, and your bank will apply foreign transaction fees if you are paying from the UK.
Does biometric capture affect my right to a refund?
No. Biometric capture does not affect your right to a refund because the East Africa Tourist Visa fee is non-refundable regardless of your application stage. UK domestic visa rules allowing refunds before biometrics do not apply to the EATV.
Published: 10 July 2026 | Last updated: 9 September 2026. This information is based on publicly available sources (immigration.go.ug, migration.gov.rw, eCitizen) and may change. Always verify current policies on the relevant government portal before applying.
