Terms & Conditions

Our services.

We provide immigration assistance and application guidance. Visa decisions are made by the relevant UK authorities. We cannot guarantee that a visa will be granted or that a particular appointment will be available.

Fees and payment.

• We agree our fee with you in writing before any work begins
• Government application fees and the Immigration Health Surcharge are not included and are paid directly to the UK government
• An additional fee may apply to urgent or unusually complex cases, and we will always tell you first
• Payment is due before work starts unless we agree otherwise in writing

Refund policy

Cancellation before work starts.

If you cancel your instructions before we have begun substantive work on your case, you are entitled to a full refund of any fees paid in advance.

We operate a 48-hour cooling-off period (Monday to Friday) from the date of payment, during which no work will begin and you may cancel for a full refund. If your case is urgent and you want us to start work immediately, we will ask you to confirm in writing that you waive this cooling-off period.

Cancellation after work has started.

Once we have started work on your case, any refund is calculated on the work completed up to the point of cancellation. We deduct our fees for the professional time and disbursements already incurred, and refund any remaining balance held for work not yet done.

A refusal by the Home Office does not automatically entitle you to a refund, because our fee is for the professional service provided, not for a guaranteed outcome.

Client money protection.

Any money paid in advance for work not yet completed is held in a separate client account and is not used for business running costs until the relevant work has been done.

Your responsibilities.

• Give us complete, accurate and honest information
• Tell us promptly about any change in your circumstances
• Check your application carefully before it is submitted
• Meet the deadlines we agree with you

Document retention

How long we keep your documents.

After your case has ended, we keep your client file (including personal documents, correspondence and case notes) for at least 6 years. This follows regulatory guidance and lets us meet our record-keeping obligations, respond to future queries or audits, and deal with any complaints or legal claims.

When the 6-year period has passed, your documents and electronic records are securely destroyed.

Return of original documents.

At the end of your case we return all original documents to you (unless you have asked for them to be sent to someone else) and give you a written statement confirming that your file is closed.

Using our website.

Information on this website is general guidance only and is not advice for your specific situation. Immigration rules change often, so always check the current official guidance on GOV.UK.

Complaints.

If you are unhappy with our service, please follow our complaints procedure. We acknowledge complaints within 5 working days and give a full written response within 14 working days.