Refund Policy
Universal Immigration’s refund policy only applies to clients who have a written agreement for
immigration advice. This agreement will be read in conjunction with your written agreement and
the IAA Code of Conduct and professional standards.
Refunds will be given when the circumstances are fair and reasonable and as soon as the service
contract has been terminated.
The refunded amount will usually consist of disbursements, which will be refunded in full only if
they have not yet been paid, and fees paid for work that has yet to be done.
Any refund amount will depend on the work done before notice of termination or advice to stop
work is given. If notice to stop work is given after any stage of payment set out in the written
agreement has been completed, then only the remaining amount of a client’s funds will be
considered eligible for a refund. Amounts already invoiced and transferred from the client
account on completion of a stage will only be considered for a refund when it is clear that the
stage has not been completed as agreed.
The procedure for processing a refund will be as follows:
- Either party gives notice to stop work
- A statement of account of work done so far is prepared with details of completed stages, invoiced amounts, and time spent on active stages.
- A figure of any outstanding payment will be calculated by using the time spent on your case multiplied by our standard hourly rate.
- Any amount that remains after this calculation will be eligible for a full refund
- The client will meet any bank fees or other costs of funds transfer
The overriding principle in determining a refund will be what is fair and reasonable. To determine
what is fair and reasonable, we will consider the following:
- How many hours were spent on your application prior to stopping work
- At what stage your application is at with regards to how complete it is
- Was the work done competently
- Was the work done at a special rate
- Has the client acted in accordance with the written agreement?
Refund policy current as of 27/08/2024
