General Policy
Refund Process
Step 1: Submission & Verification
Client must submit a completed Refund Request Form.
The case will be forwarded for internal verification by Customer Care and Management.
All documents, communication history, work delivered, and application progress will be reviewed.
Step 2: Approval Assessment
Refund eligibility will be evaluated based on:
Stage of application
Work already completed
Government submissions made
Third-party payments
Administrative and professional service charges
Refund approval is strictly based on the work delivered and services already rendered.
Step 3: Final Decision & Payment Schedule
Once approved, the refund amount (if any) will be calculated after deducting:
Government fees (if applicable)
Third-party charges
Processing and administrative fees
Service charges for completed work
A payment schedule will be issued to the client.
Refund will be processed according to the approved schedule.
Processing Time
Refund processing time varies case-to-case.
Minimum processing time: 45 working days
Maximum processing time: 90 working days
Final processing timeline will be communicated after approval confirmation.
4. Non-Refundable Cases
Refund will not be applicable in the following situations:
Government rejection due to client’s ineligibility.
Incorrect, incomplete, or false information provided by the client.
Change of mind after submission of application.
Government fees already paid.
Services fully delivered as per agreement.
Delay caused by client in submitting required documents.