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You can cancel for a full refund at any point before work starts. Once any stage has begun, the order is not refundable.
“Work starts” means we have submitted your documents, arranged certification, notarisation or translation, submitted to an embassy, or created a shipping label. Fees we pay to the FCDO, embassies, solicitors, notaries, translators and couriers on your behalf are never refundable once paid, because we cannot recover them.
Where a problem is our fault, our remedies are set out in section 5 of the Service Terms: a refund of the Express premium if we miss a submission, a replacement or full refund if we lose a document, and free resubmission or a service fee refund if the FCDO rejects a document we accepted.
Delays caused by the FCDO, embassies, couriers, transport or weather are not refundable and are not a failure of our service. Section 4 of the Service Terms explains why, and what we do instead.
To request a refund, email us with your order reference. We acknowledge every request and pay any refund due within 14 days to your original payment method.
Full details are in section 11 of our Service Terms.→
