Refund Policy
Last updated: January 2024
1. Overview
At Tiempo Visa, we are committed to providing high-quality immigration consulting services. This Refund Policy outlines the conditions under which refunds may be issued for our services. Please read this policy carefully before engaging our services.
2. Consultation Services
Initial Consultations
- Full refund available if cancelled at least 48 hours before scheduled time
- 50% refund for cancellations between 24-48 hours before appointment
- No refund for cancellations less than 24 hours before appointment
- One free rescheduling allowed with at least 24 hours notice
No-Shows
Clients who fail to attend a scheduled consultation without prior notice will not receive a refund or credit toward future services.
3. Application Services
Before Work Commences
Full refund of service fees if you decide to cancel before we begin substantive work on your application, minus any consultation fees already paid.
After Work Has Begun
- Refunds are calculated based on work completed to date
- You will receive a detailed breakdown of hours spent and tasks completed
- Refund amount = Total fee - (Hourly rate × Hours worked) - Non-refundable costs
- Minimum 20% of total fee is retained for administrative costs
After Submission to IRCC
Once your application has been submitted to Immigration, Refugees and Citizenship Canada (IRCC) or other authorities, no refund of service fees is available. Government processing fees are non-refundable.
4. Non-Refundable Costs
The following are non-refundable:
- Government processing fees paid to IRCC or other authorities
- Third-party costs (translation services, credential assessments, medical exams, etc.)
- Courier and postal fees
- Credit card processing fees
- Completed consultation sessions
5. Application Refusals
Important: Refusal or rejection of an application by immigration authorities does not automatically qualify for a refund because:
- We provide professional preparation services, not guaranteed outcomes
- Final decisions rest with immigration authorities, not our firm
- We fulfill our obligation by preparing and submitting applications professionally
However, we will review refusal reasons and may offer reduced-rate reapplication services or appeal support where applicable.
6. Service Guarantee Exceptions
In rare cases where we fail to meet our service commitments due to our error, negligence, or misconduct, we may offer:
- Full or partial refund of service fees
- Credit toward future services
- Corrective action at no additional cost
Such determinations are made on a case-by-case basis and require written documentation of the service failure.
7. Client-Initiated Termination
If you choose to terminate our services for any reason:
- Provide written notice of termination
- We will provide an accounting of work completed within 10 business days
- Refund (if applicable) will be processed within 14 business days
- You remain responsible for all fees for work completed to date
- All documents and files will be returned or transferred as requested
8. Refund Processing
Timeline
Approved refunds will be processed within 14 business days of approval. Refunds are issued to the original payment method when possible.
Method
Refunds are issued via the same payment method used for the original transaction. If this is not possible, alternative arrangements will be made.
9. Dispute Resolution
If you disagree with a refund decision, you may request a review by providing additional documentation or context. If a resolution cannot be reached, you may file a complaint with the College of Immigration and Citizenship Consultants (CICC).
10. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated "Last updated" date. The policy in effect at the time of service agreement governs your refund eligibility.
11. Contact Us
For refund requests or questions about this policy, please contact:
Tiempo Visa
30 Riedel Street
Fort McMurray, Alberta T9H 3E1
Email: info@tiempovisa.com
Phone: +1 (587) 442-9305
Please include your full name, service agreement number, and reason for refund request.