Refund and cancellation policy
When our fee is refundable, what happens if a visa is refused, and which costs we cannot return.
This policy covers the professional fee you pay KPGE. It does not cover money you pay directly to a university, test provider or government, see “What we cannot refund” below.
Last updated: [DATE].
Free of charge
Your first counselling session, profile evaluation and university shortlist are free. There is nothing to cancel and nothing to refund.
Cancelling before work begins
If you cancel in writing within [7] days of paying and before we have started work on your applications, you receive a full refund.
Cancelling after work begins
Once we have started, refunds are calculated against the stages completed:
- Before any application is submitted, [75]% of the professional fee is refunded.
- After applications are submitted, before an offer is accepted, [40]% is refunded.
- After an offer is accepted or visa filing has begun, the professional fee is not refundable, because the work has been performed.
If your visa is refused
We will tell you the refusal risk in your file before you apply, not after. If a refusal still happens, we will handle either a reapplication or a deferral to the next intake at no additional professional fee. Government fees for the new application are payable again, because they are charged by the authority and not by us.
If you would rather stop than reapply, and the refusal was caused by an error on our side, we refund the professional fee in full.
What we cannot refund
These are paid to other organisations, and once spent they are gone regardless of the outcome:
- University application and deposit fees
- English test fees. IELTS, TOEFL, PTE, Duolingo, and GRE or GMAT fees
- Visa application fees, biometrics, immigration health surcharge and medicals
- Courier, translation, notarisation and attestation charges
- Accommodation deposits and travel bookings
Where a university or provider operates its own refund process, we will help you make the claim, but the decision is theirs.
If we end the engagement
If we withdraw from your file for any reason other than falsified documents or non-payment, you receive a pro-rata refund for work not performed. If the engagement ends because documents were falsified, no refund is due.
How to request a refund
Write to [EMAIL] with your name, the date you paid and the reason. We will acknowledge within [7] working days and, where a refund is due, pay it to the original account within [21] working days.
Disputes
If you are unhappy with the outcome, raise it with our Grievance Officer, [NAME], at [EMAIL] before taking it further. Your rights under the Consumer Protection Act, 2019 are unaffected by this policy.
Next step
Start with an honest conversation.
Bring your marksheets and a rough budget. Forty minutes, no fee, and no pressure to sign anything.