Refunds and cancellation

When do you get our fee back?

You can cancel until you submit your application or attend your appointment. What you get back depends on how far we have got:

• Before we start preparing your file: all of our fee.
• While we prepare it: half of our fee.
• Once your file is ready for you to check, and after you submit or attend: none of our fee.
• If the visa is refused: our fee is not refunded, because the decision is the government's. You tick to confirm you understand before paying.
• If we miss a promise through our fault: our fee back, paid within 5 working days.

We start preparing when a named preparer opens your complete file and starts work; your tracking page shows it.

These rules cover our service fee only. We are a private company, not a government, embassy, consulate or visa centre, and we never take the government fee. You can apply directly and pay only the official fee.

What is your right to cancel?

If you live in the UK, the EU or the rest of the European Economic Area, you have 14 days from the day you pay to cancel.

At checkout there is a box, unticked, that reads: Start work on my file now, within my 14-day cancellation period.

• If you leave it unticked, we do not start work until the 14 days are over. Your tracking page shows the date we start.
• If you tick it, we can start straight away. You can cancel until you submit or attend. You get back all of our fee before we start preparing, half while we prepare, and none once your file is ready for you to check.
• If you change your mind later, press Start work now on your tracking page. The same rules apply.

We show this box to people who live in the UK, the EU or the rest of the European Economic Area, and record your choice with the time. If you live anywhere else, we can start as soon as your documents are in, and the cancellation rules above still apply.

Our promise clocks do not start until we may start work.

How do you cancel?

Email us at support@preparemyvisa.com with your order reference. A clear message is enough. You can use the model cancellation form below, but you do not have to.

The model cancellation form, to copy into an email:

To PrepareMyVisa (Wayanerd Ltd), 48 Margery Park Road, London, E7 9JY, support@preparemyvisa.com

I give notice that I cancel my contract for the supply of the following service.

Order reference:

Ordered on:

Name:

Address:

Signature (only if you send this on paper):

Date:

How do promise refunds work?

You do not need to ask. If we miss a promise through our fault, we start the refund and email you the amount. We pay it within 5 working days, to the card or account you paid with.

A promise is not missed while we wait for something we asked you for, or while your order is on hold at your request. A booking promise is also paused while no centre shows any appointment, and we tell you when that happens.

On a group order, the refund covers our fee for each traveller whose file or booking was late.

How long do other refunds take?

We pay them within 5 working days of agreeing them, to the card or account you paid with.

What if you disagree?

Tell us. Our complaints page explains what happens next.