Refund & Fee Policy
We are committed to providing a transparent, fair, and professional service to all of our clients. Immigration advice and casework often involve complex processes, third-party authorities, and external timelines outside of our control. To protect both our clients and our firm, we have developed this Refund & Fee Policy, which sets out clearly how payments, refunds, and deductions are handled.
This policy reflects commercial norms in the immigration and legal services industry and is designed to comply with the professional standards set by the Immigration Advisers Authority (IAA): Integrity, Accuracy, and Accountability.
1. Payment of Fees
1.1 Upfront Payment
- In most cases, clients are required to pay the full service fee in advance before work begins.
- Payment secures professional time, administrative resources, and case management allocation
1.2 Split Fee Arrangements
- In certain circumstances, such as humanitarian applications or cases where the client must first gather substantial documentation, the firm may allow payment in instalments.
- Payment secures professional time, administrative resources, and case management allocation
Typically, this is divided into two phases:
- Subsequent Payment(s) – payable before the next stage of work commences.
- Initial Payment – payable at the time of engagement. Work begins once this payment is received.
- If a subsequent payment is not made, the firm will not proceed further with the case. The initial payment will be subject to deductions under this policy
1.3 Non-Commencement Without Payment
- No work will be undertaken until the agreed fee (or first instalment, where applicable) has been received in cleared funds.
2. Refund Principles
2.1 No Guarantee of Outcome
- Our fees are for the provision of professional time, knowledge, and services, not for a guaranteed result.
- Immigration outcomes are ultimately determined by government authorities. For this reason, we never guarantee success.
2.2 Eligibility and Viability
- Where the client chooses to withdraw, the same refund principles apply.
- Where a case is found to be not viable after work has begun, the refund rules in Section 3 apply.
2.3 External Delays
- Immigration processes may take several months, and sometimes over a year, depending on the authority involved.
- If the case is prolonged for reasons outside of our control (e.g. government delays, administrative backlogs, or the client’s delay in providing documents), and the client decides not to continue, deductions up to 100% of the fees may apply, as set out in Section 3.
3. Deductions from Refunds
3.1 Hourly Deduction Rule
- Our professional time is valued at £250 per hour.
- Any work undertaken directly or indirectly related to the client’s case will be charged at this rate.
This includes, but is not limited to:
- Legal research.
- Drafting and reviewing documents.
- Initial consultations and assessments.
- Case planning and strategy discussions.
- Communicating with the client, authorities, or third parties.
3.2 Minimum Deduction
- Once a case is opened, a minimum of 1 hour (£250) is always retained, even if little or no additional work is completed.
3.3 Prolonged or Abandoned Cases
- The firm reserves the right to deduct up to 100% of the service fee.
- The deduction will be proportionate to the amount of professional work already completed and resources committed.
- Where the firm remains ready and able to continue, but the case is delayed for reasons beyond our control (e.g. visa centre backlogs, Home Office delays, client failing to supply documents) and the client later chooses to withdraw
3.4 Split Fee Cases
- Where fees are divided into instalments:
- If the client withdraws after the first instalment but before the second, deductions under Sections 3.1 and 3.2 will apply.
- If a subsequent instalment is due but unpaid, no further work will proceed. The first instalment will not be refunded except as outlined above.
3.5 Completed Work
- Once the agreed work has been substantially completed (e.g. application drafted and/or submitted), no refund will be issued.
4. Transparency & Records
- Refunds, where applicable, are processed promptly and fairly.
- All time spent on a case is recorded in our case management system.
- Clients are informed of this Refund & Fee Policy before making payment.
- Any deductions applied are supported by a breakdown of time and tasks undertaken.
5. Compliance with IAA Standards
This Refund & Fee Policy upholds the core principles of the IAA:
- Accuracy: Our time records are carefully maintained to reflect the actual work done.
- Accountability: We retain full documentation of communications, tasks, and hours worked, ensuring all deductions are justified.
- Integrity: We are honest and transparent about fees, refunds, and deductions. Clients are made aware of this policy in advance.
6. Contact
For any questions regarding this Refund & Fee Policy, clients may contact our office directly.
We are committed to resolving queries in a fair and professional manner.
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