Last updated: 10 September 2026
1. Who we are
This website is operated by Clouds Ecom Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, registered in England and Wales. Contact details are on our contact page and in our legal notice.
2. What this service is – and what it is not
USA ESTA Portal is a private, commercial assistance service. We are not affiliated with, endorsed by or connected to the U.S. Department of Homeland Security, U.S. Customs and Border Protection or any other government agency of the United States or of any other country.
You can also apply for an ESTA yourself, without using our service, on the official government website, paying only the government fee.
3. The service we provide
For the fee set out in clause 4, we provide:
- a guided application form in plain English;
- a manual review of the information you supply, to identify inconsistencies and common errors before submission;
- submission of your application to the U.S. authorities and payment of the government fee on your behalf;
- notification of the outcome by email;
- support by email in connection with your application.
4. Price and what it includes
The price per applicant is the amount displayed on our payment page at the time you place your order, and that displayed amount is the price that applies to your order. Specifically, this amount includes the official U.S. government fee, which we pay on your behalf. In other words, the balance is our service fee.
In addition, the price is shown before payment and is charged once per applicant, including children and infants. Payment is taken in US dollars through Stripe. However, your bank may apply a currency conversion charge, which is outside our control.
5. How an order is placed
- First, you complete the application form on this website.
- Next, you are redirected to our secure payment page and pay by card through Stripe.
- Then your order is confirmed by email. This email is therefore the point at which a contract is formed between you and Clouds Ecom Ltd.
- Finally, we review and submit your application.
6. Processing times
We aim to submit and return a result within 2 to 4 hours of receiving a complete application and payment. Where the U.S. authorities carry out an additional manual check, a decision can take up to 72 hours or, exceptionally, longer. However, these checks are outside our control.
U.S. authorities recommend applying at least 72 hours before departure. We therefore strongly advise you to do the same and not to book non-refundable travel before you hold an approved authorization.
7. Your responsibilities
You are responsible for the accuracy and completeness of the information you provide. In particular, an ESTA application containing false or incomplete information may be refused, and may affect future applications. We review your information for obvious inconsistencies, but we cannot verify facts we have no means of checking, such as your travel history or criminal record.
8. No guarantee of approval or of entry
The decision to grant an ESTA belongs solely to the U.S. authorities. Consequently, we do not and cannot guarantee that your application will be approved.
Likewise, an approved ESTA is not a visa and does not guarantee admission to the United States. Instead, the decision to admit a traveller is taken by a U.S. Customs and Border Protection officer at the port of entry.
9. Cancellation and refunds
Because our service is supplied digitally and begins as soon as you submit your application and pay, you are asked, when you place your order, to consent to the service starting immediately and to acknowledge that you will lose the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once the service has been fully performed.
Before your application has been submitted to the U.S. authorities, you may cancel by emailing us and we will refund the full amount.
However, once your application has been submitted, the government fee cannot be recovered and our service has been performed, so no refund is available. This also applies where an application is refused by the U.S. authorities: our fee pays for the preparation and submission of the application, not for a particular outcome.
If we fail to submit your application through our own error, we will refund the full amount paid.
Nothing in this clause affects your statutory rights under the Consumer Rights Act 2015.
10. Liability
We are liable for foreseeable loss caused by our failure to provide the service with reasonable care and skill. We are not liable for a refusal by the U.S. authorities, for a refusal of entry at the border, for missed travel where you applied later than we advise, or for loss caused by information you supplied that was inaccurate or incomplete.
Our total liability in connection with an order is limited to the amount you paid for that order, except where liability cannot lawfully be limited.
11. Personal data
The data you provide is processed as described in our privacy policy. It is transmitted to the U.S. authorities as part of your application, which is the purpose for which you provide it.
12. Complaints
If something goes wrong, contact us first through our contact page. We aim to answer complaints within five working days.
13. Governing law
These terms are governed by the law of England and Wales. If you are a consumer resident elsewhere, you keep the benefit of any mandatory consumer protection provisions of the law of your country of residence.
14. Changes to these terms
We may update these terms. The version applicable to your order is the version published on this page at the time you placed it. The date of the current version is shown at the top.