The plain-English version - the same terms our team works to.
Government fees: once an application has been submitted to the authority, the official government fee is not refundable - this is the authority's rule, not ours, and it applies whether the visa is approved or refused.
Our service fee: if we have not yet started work on your file, our service fee is refunded in full. If work has started but the application has not been submitted, we refund the service fee less the work already done, and we show you what that was. Once an application is submitted, the service fee is earned.
If we make an error that causes a refusal - wrong details entered by us, a document mishandled by us - we re-apply at no service cost, or refund our service fee if a re-application is not possible.
Refunds are made to the original payment method. Where a refund has been agreed for your case, its status, amount and date are shown on your tracking page.
