Refund Policy

1. Our service fee

Our service fee pays for the professional work of preparing and handling your application. Once preparation of your matter has begun, the service fee is non-refundable, because the work — and the practitioner's time — has already been committed.

If you cancel before any work has started on your matter, contact us and we'll deal with your request fairly.

2. Government fees

Government fees are pass-through charges collected on behalf of the immigration authority. Their refundability follows that authority's own rules — and in most cases these fees are non-refundable, even if an application is refused.

We don't control these rules and can't override them. Where an authority does allow a refund of a government fee, we'll help you pursue it.

3. No guarantee, no refund on outcome

A refusal by the government authority is not a failure of our service and does not, on its own, entitle you to a refund of the service fee. We are paid to prepare and present your application properly — not to guarantee a decision, which only the authority can make.

4. How to request a refund

Contact us using the details in the site footer. Include your name, a reference to your matter, and the reason for your request.

We'll review it against this policy and respond within a reasonable timeframe, explaining our decision clearly.

5. Processing and VAT

Any approved refund will be returned via the original payment method through our processor, Nomod. The 5% VAT and 3% processing fee elements are handled in line with the applicable rules and the processor's terms.

6. Chargebacks

If you have a concern about a payment, please raise it with us first through our complaints process. Starting a card chargeback before we've had the chance to look into it can delay a resolution and may complicate your immigration matter.

In most cases we can resolve payment questions directly, and faster, than a chargeback would.