1. Introduction
Wise Immigration Ltd is committed to total financial transparency. We understand that circumstances change, and you may need to cancel your instructions. This policy outlines your legal rights regarding cancellations and how refunds are calculated.
2. Your Statutory Right to Cancel (The 14-Day Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you engage our services via telephone, email, or our website (at a distance), you possess a statutory right to cancel the contract within 14 calendar days without providing any reason.
2.1 How to Exercise Your Right to Cancel
To exercise this right, you must inform us of your decision to cancel by a clear, written statement.
- Email: info@wiseimmigration.co
- Post: Wise Immigration Ltd, 4A Smithdown Road, Liverpool, L7 4JG
2.2 Effects of Cancellation within the 14-Day Period
If you cancel within this 14-day window and we have not commenced any work on your file, we will reimburse all payments received from you for our professional fees within 14 days of receiving your cancellation notice.
3. Express Request to Commence Work Immediately
Immigration matters frequently involve strict deadlines (e.g., a visa expiring in 3 days).
3.1 Waiving the Full Cooling-Off Period
If you require us to begin work on your case before the 14-day cooling-off period expires, you must provide us with an express written request to do so.
- By making this request, you acknowledge that if you later decide to cancel within the 14 days, you will be liable to pay us an amount proportionate to the work we have already performed up to the exact point you communicated your cancellation.
- If we fully complete the service within the 14 days, you will lose your right to cancel entirely.
4. Cancellation After the Cooling-Off Period
If you choose to terminate our services after the 14-day cooling-off period has expired, or if you terminate after significant work has been undertaken:
4.1 Pro-Rata Billing and Hourly Rates
- We will halt all work on your file immediately upon receiving written notice.
- We will calculate the cost of the hours already spent analyzing your case, drafting documents, or corresponding with you, billed at our standard hourly consultancy rate.
- We will deduct this amount from any funds held in our Client Account.
- Where Wise Immigration Ltd does not operate a client account, any client funds received will be handled in accordance with the agreed terms and conditions. If a refund becomes due, Wise Immigration Ltd will first deduct any fees for work properly undertaken and then return the remaining balance to the client from the firm’s business account.
- If the value of the work completed is less than your advance payment, the remaining balance will be refunded to you within 14 days.
- If the value of the work completed exceeds your advance payment, we will issue an invoice for the outstanding balance, which becomes payable immediately.
5. Non-Refundable Third-Party Fees (Disbursements)
5.1 Home Office and UKVI Fees
Please note that Wise Immigration Ltd has no control over fees paid to the UK Government or its agencies.
Where Home Office application fees, Immigration Health Surcharge (IHS) fees, priority or super priority service fees, or any other government-related charges have been paid on your behalf, such amounts are strictly non-refundable by Wise Immigration Ltd.
Any request for a refund of government fees must be made directly to UK Visas and Immigration (UKVI) and will be subject to the relevant UKVI refund policies, procedures, and eligibility criteria.
6. Refunds Process
All approved refunds will be processed via the original method of payment (e.g., bank transfer or credit card reversal) unless expressly agreed otherwise. We do not issue refunds in cash.
