Cancellation and refund policy.

Summary

Payments are not refundable merely because a customer changes their mind after the statutory cancellation period, misses an appointment, no longer needs the service or is dissatisfied with an immigration outcome. This does not remove any cancellation or service-quality right that UK consumer law gives the customer.

Fourteen-day cancellation right

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, a consumer normally has 14 days from the day after the online service contract is made to cancel without giving a reason.

• If no part of the service has started, a valid cancellation during that period will receive the refund required by law.
• If the customer expressly asks KR Services to start within the 14-day period and then cancels after work has begun, KR Services may retain or charge a proportionate amount for the service already supplied.
• Once the requested service has been fully performed within the cancellation period, the cancellation right ends where the customer expressly requested early performance and acknowledged that the right would be lost on full performance.

Same-day and urgent bookings

If you request a service within 14 days of booking—including a service scheduled for the same day—you expressly ask KR Services to begin during the cancellation period. Once the requested service has been fully performed, your statutory right to cancel ends and no change-of-mind refund will be provided. If you cancel after work has started but before it is completed, you may be charged a proportionate amount for work already supplied. This does not affect your statutory rights where the service is not provided with reasonable care and skill.

After the cancellation period

After the applicable statutory cancellation period has expired, KR Services does not provide change-of-mind refunds. Subject to availability, one appointment may be moved if the customer contacts KR Services at least 24 hours before the scheduled start time. A request made later than this may be declined.

Completed and missed services

• No refund is provided after an administrative document checklist has been delivered or a technical-assistance session has been completed, except where required by law.
• No refund is provided for unused appointment time, late arrival or failure to attend without notice.
• No refund is provided because a government website is unavailable, an appointment is unavailable, an application is delayed or refused, or the customer decides not to proceed. KR Services does not control those matters.

Service problems and cancellation by KR Services

KR Services will provide the purchased service with reasonable care and skill. Statutory remedies, including repeat performance or an appropriate price reduction where legally required, remain available. If KR Services cannot provide the booked service, the customer will be offered a suitable replacement appointment or a full refund for the unprovided service.

How to cancel or raise a problem

Email info@getyourvisa.co.uk with the booking reference, customer name and requested action. Do not include identity documents or immigration information. Where a refund is legally due, it will be made within the applicable legal time limit using the original or another agreed payment method.

Statutory rights

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015. If this policy conflicts with a mandatory consumer right, that right prevails.