Refunds & Cancellations

Because you are buying a service from us at a distance, the Consumer Contracts Regulations 2013 give you 14 days from the day we agree to work together to change your mind, without giving a reason.

There is an important exception, and it is the one that matters most here: if you ask us to start work within those 14 days and we do, you lose the right to a full refund once the service is fully performed, and we may charge you a proportionate amount for whatever we have already done.

We will always tell you this before starting, and we will ask you to confirm that you want us to begin. If you would rather we waited until the 14 days are up, say so — that is your right and we will wait.

If you cancel once we have started, we refund what we have not yet earned. In practice:

• ·Nothing done yet — full refund
• ·Appointment booked but no documentation prepared — refund less a reasonable charge for the booking work
• ·Documentation substantially prepared — refund of the unperformed portion only
• ·Service fully delivered — no refund, because the service you paid for has been provided

We will set out clearly what we have done and what we are charging for it. If you disagree with our assessment, tell us and we will look at it again.

Our fee is for preparing and supporting your application, not for obtaining a visa. A refusal does not mean the service was not delivered, and our fee is therefore not refundable because of a refusal.

This is not a technicality — it is the honest position. Nobody can guarantee a decision, so nobody can honestly sell you one. Any consultancy that promises a refund on refusal is either pricing that risk into the fee you pay, or does not intend to honour it.

What we will do is explain the refusal, tell you honestly whether we think reapplying is worth it, and quote you fairly for that work if you want to go ahead.

Embassy and consulate visa fees, application centre service charges, biometric charges and insurance premiums are paid by you to those organisations, not to us. We cannot refund them, and in almost all cases they are non-refundable even when an application is refused or withdrawn. Any refund of those has to be pursued with the organisation that took the money.

We may decline or stop work if we cannot reach you, if the information given to us turns out to be false, if we are asked to do something we consider dishonest, or if we simply cannot deliver what was agreed.

If we stop work for any reason other than something you have done, you get a full refund of anything you have paid for work not delivered. If we have made a mistake, we will say so and put it right.

Tell us in writing — email is fine ([email protected]). Include your Abdullah Travels reference so we can find your file quickly. You do not need to use any particular form of words.

We will acknowledge within two working days and process any refund within 14 days of agreeing it, back to the method you paid with.