Returns and Refunds Policy
Thank you for choosing IaM (immigration and migration).
Please read this policy carefully. This is the Return and Refund Policy of IaM (immigration and migration). This Return and Refund Policy applies to all services of IaM (immigration and migration) and should be read in conjunction with each individual service obtained.
Services
We do not issue refunds for work done or once the order is confirmed and the product or service has begun or is sent. This does not affect your statutory rights.
If we start working on a client's matter, we should get paid for our work.
We recommend contacting us for assistance if you experience any issues receiving or accessing our products and services.
Refund requests based on work done to date are based on what “stage” the work reaches. You will need to see your client care letter. Alternatively, the general stages are:
Stage 1: Spoken to an advisor, has received a documents request list, has received the draft application form (any or all of these actions have taken place). Your application will be refunded (if applicable), with an admin fee deduction.
Stage 2: Spoken to an advisor, had the completed application form sent, has received the appointment (any or all of these actions have taken place). Your application will be refunded (if applicable), with an admin fee deduction and for work done up to a point.
Stage 3: Documents have been checked, Received appointment confirmation (any or all of these actions have taken place). Your application can no longer be refunded.
Please read the corresponding refund policy below, and those that are contained in your terms of service and proceed to “Submit your Refund Request” section below to get started.
Refund policy for Flights and Hotels:
The fees stated on the pricing page are IaM’s service fees for making the reservations. They do not cover the cost of the actual tickets or hotel booking.
We can refund this fee in the instance that your visa is rejected on the basis of the flight and/or hotels only. Just submit the required proof of your rejection along with your refund request.
You should provide us with the complete letter of rejection stamped and signed by the embassy authority as a single scanned attachment with the name of the beneficiary reflecting on it, and other rejection documents to process your refund request.
Please refer to “Submit your Refund Request” section below to get started.
Refund policy for Insurance:
Insurance is non-refundable under any circumstances.
If applicable, the insurance policy itself can be cancelled prior to the start date and the insurance amount will be refunded after deducting our service fee, insurance cancellation and processing fee of 40 US dollars.
Please refer to “Submit your Refund Request” section below to get started.
Refund policy for Consultation Appointments:
We issue refunds for consultation appointments based on which stage of service your application is currently in. See above for our policy.
The cost for consultations are non-refundable under any circumstances.
Refund policy for Visa Appointments:
We issue refunds for visa appointments based on which stage of service your application is currently in. See above for our policy.
Where you have purchased the Visa Appointment Service only (not as part of a package), what you pay is the service fee to book visa appointments for you. The service fee is fully refundable only for the below conditions. The visa appointment service fee is non-refundable in all other circumstances not listed below:
- If we can’t book an appointment for you
- OR, If we receive a service cancellation request from you before the visa appointment has been made
Please refer to “Submit your Refund Request” section below to get started.
Refund policy for Embassy Assistance:
We issue refunds for embassy assistance based on which stage of service your application is currently in. See above for our policy.
Where you have purchased the Embassy Assistance Service only (not part of a package), what you pay is the service fee to attend appointments for, or with, you. The service fee is fully refundable only for the below conditions. The embassy assistance service fee is non-refundable in all other circumstances not listed below:
- If we can’t attend an appointment for you (or with you, if that was agreed)
- OR, If we receive a service cancellation request from you before the visa appointment has been made
Please refer to “Submit your Refund Request” section below to get started.
Refund policy for Documents Collection:
We issue refunds for documents collection based on which stage of service your application is currently in. See above for our policy.
Where you have purchased the Documents Collection Service only (not part of a package), what you pay is the service fee to collect documents for, or with, you. The service fee is fully refundable only for the below conditions. The documents collection service fee is non-refundable in all other circumstances not listed below:
- If we can’t attend to collect documents for you (or with you, if that was agreed)
- OR, If we receive a service cancellation request from you 3 working days before the documents collection has been made
Please refer to “Submit your Refund Request” section below to get started.
Submitting your refund request:
You must submit your refund request to us within 30 days of service delivery (click to request). If your refund is approved, we will process it immediately and notify you through email.
We aim to deal with refund requests within 15 days of receiving your request. If your refund is approved, it will be processed immediately and you will be notified, and the credit will automatically be applied to your credit card or original method of payment, within three days.
The processing systems we use state that it can take between 2-5 working days for it to reflect in your bank account but we expect it should be quicker than that.
Late or missing refunds:
If your refund does not reflect on your account after 5 working days of the confirmation that your refund is being issued, we recommend contacting your bank or your credit or debit card company first to check on the status of the refund.
If you have done all of this and still have not received your refund, please send an email to accounts[at]immigrationandmigration.com with the subject line stating “Missing Approved Payment”
If you have any questions about our Returns and Refunds Policy, please visit the relevant page on each specific visa or immigration service term & Conditions or reading you accompanying Client Care Letter.
If it's still unclear, please contact us.
