Refund Policy

1. About this policy

This Refund Policy explains when you can cancel a service you have booked or paid for with Barnoq Immigration Solutions (“Barnoq”, “we”, “us”) and what refund, if any, you are entitled to. It should be read alongside our Terms of Service and your individual client-care letter, which takes precedence in the event of any conflict.

Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Services covered

This policy applies to the paid services we offer, namely:

• Paid consultations (currently £150, taken through Stripe at the point of booking);
• Immigration casework for individuals, families, students, and UK employers;
• Sponsor licence applications and compliance retainers;
• Student visa applications and add-on placement services.

Free services (the 15-minute callback, university course placement, and newsletter) do not involve payment and are not subject to a refund.

3. Your 14-day cancellation right (consumer purchases)

If you are a consumer purchasing our services at a distance (online, by phone, or by email), the Consumer Contracts Regulations 2013 give you the right to cancel without giving a reason within 14 calendar days of entering into the contract (the “cooling-off period”).

To exercise this right, send a clear statement of your decision to cancel before the 14-day period ends:

• Email: info@barnoqimmigrationsolutions.com (use the subject line “Cancellation”); or
• Post: to our Croydon office (address on request).

You can use the model cancellation form set out in the Regulations, but you are not required to.

3.1 If you ask us to start work during the cooling-off period

Immigration deadlines often mean clients want us to start work right away. If you expressly ask us to begin work within the 14-day cooling-off period and you acknowledge that you lose your right to cancel once the work is fully performed, then:

• If you cancel before we have finished, you must pay for the work properly carried out up to the point of cancellation (calculated on a fair and reasonable basis against the agreed fee); and
• If the work has been fully performed before you cancel, you lose the right to cancel and the fee is not refundable.

Your client-care letter will record your explicit request to begin work and your acknowledgement of the effect on your cancellation right.

4. £150 paid consultation

The following terms apply to the £150 paid consultation:

• Free reschedule — you may reschedule once at no charge if you give us at least 24 hours' notice before your appointment time. Use the link in your booking confirmation email.
• Cancellation more than 24 hours before — full refund of £150, minus any non-recoverable payment-processing fees if applicable.
• Cancellation within 24 hours of the appointment — the fee is non-refundable, because the slot can no longer be re-allocated. We may, at our discretion, offer a credit against a future consultation.
• No-show — the fee is non-refundable.
• Consultation already delivered — the fee is non-refundable once the consultation has taken place. This is consistent with the principle in clause 3.1 above.
• Adviser cancellation — if we cancel a consultation we will offer you the next available slot at no extra cost, or refund you in full at your option.

5. Immigration casework

Casework fees are quoted in your client-care letter. They cover a defined scope of work — for example, preparing and submitting a Skilled Worker visa application.

If you cancel before we have submitted your application:

• We will refund the unused balance of your fee, calculated on a fair and reasonable basis having regard to the work properly done to that point; and
• We will deduct any disbursements (for example, courier charges, certified translations, or specialist expert fees) that we have already paid on your behalf.

Once an application has been submitted, the casework fee relating to preparation and submission is non-refundable, because the service has been performed.

6. Sponsor licence and compliance retainers

For sponsor licence applications, the casework fee is non-refundable once we have submitted the application to the Home Office.

Monthly compliance retainers are billed monthly in advance. You may cancel a retainer at any time on one (1) calendar month's written notice. Fees already paid for the current month cover work to the end of that month and are not refundable on early cancellation.

7. Government and third-party fees (not refundable)

The following fees are paid to third parties and are not refundable by us, even where you cancel within the cooling-off period or your application is refused:

• UKVI and Home Office application fees;
• The Immigration Health Surcharge (IHS);
• Biometric enrolment and priority-processing fees;
• Visa application centre service charges;
• Tuition deposits, CAS administration fees, or English-language test fees paid to universities or test providers;
• Courier, translation, notarisation, and certification fees paid to suppliers on your behalf.

Refunds of these fees, where available at all, are governed by the third party's own refund policy.

8. Refused or withdrawn applications

Our fees pay for our professional time and expertise in preparing, submitting, and following up your application. They are not contingent on the outcome.

We do not refund our casework fees if your application is refused or withdrawn, except where the refusal results directly from our negligence — in which case our liability is governed by our Terms of Service and our professional indemnity insurance.

9. How refunds are paid

Where a refund is due, we will pay it back to the original payment method within fourteen (14) calendar days of confirming that the refund applies. Refunds processed through Stripe may take a further 5–10 working days to appear on your card statement, depending on your bank.

Refunds will be issued in pounds sterling. We do not cover currency conversion or foreign-card charges that your bank may apply.

10. Chargebacks

If you raise a chargeback through your card issuer before contacting us, we may dispute it where we believe the fee was properly earned. Please contact us first — we will always try to resolve the issue directly and quickly.

11. Complaints

If you are not satisfied with how a refund request has been handled, please raise it through our complaints procedure (set out in our Terms of Service). If the matter is not resolved, you may escalate to the Office of the Immigration Services Commissioner / Immigration Advice Authority or, where relevant, to your card issuer.

12. Changes to this policy

We may update this Refund Policy from time to time. The version in force is always the one published on this page, with the “last updated” date at the top. The version of the policy that applies to your engagement is the one in force on the day you booked or paid.

13. Contact us

For any refund question, email info@barnoqimmigrationsolutions.com with your booking reference or invoice number and a short explanation of what you are asking for. We will respond within five (5) working days.