Refund & Cancellation Policy

This policy explains when our service fees can be refunded. It covers the service fee Schengen Travel charges for application support — it does not cover third-party fees (consular/visa fees, biometrics, courier, or Visa Application Centre charges), which are set and collected by those providers and are governed by their own rules.

Review required. This policy is a working draft pending sign-off by the company’s legal adviser. Figures and timescales must be confirmed before launch.

Your statutory cancellation right

Because you buy our service online (a distance contract), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you a 14-day cooling-off period to cancel for any reason.

If you ask us to begin work within that 14-day period, you agree that:

if we have not started when you cancel, you receive a full refund of the service fee;
if we have started but not completed the work, you pay for the work done up to cancellation and we refund the balance;
once the service is fully performed within the 14 days (with your prior agreement), the cancellation right no longer applies.

After the cooling-off period

Once work is under way beyond the cooling-off period, the service fee covers professional time already spent (assessment, document review, form preparation, correspondence). Refunds at this stage are assessed case by case, in proportion to the work remaining.

What we cannot refund

Consular, visa, biometric, VAC and courier fees paid to third parties.
A refusal, delay or rejection by a consulate or government body — we provide application support, and the decision rests solely with the relevant authority. A refusal is not grounds for a refund of the service fee where the work was carried out correctly.

How to request a refund

Email [email protected] with your name, order reference and reason. We acknowledge within 3 working days and aim to resolve eligible refunds within 14 days, to the original payment method.

If you are unhappy with our response, see our Complaints Procedure. Nothing in this policy affects your non-excludable rights under the Consumer Rights Act 2015.