Refund and cancellation policy
This policy covers consultations booked and paid for on this website and fixed-fee work agreed with us. It forms part of our terms with you.
Consultations
- A paid consultation can be moved or cancelled free of charge up to 24 hours before the confirmed time, by calling 0330 127 0440 or replying to the confirmation email. We refund within five working days to the card used.
- Cancellations with less than 24 hours' notice, and missed appointments, are not refunded. We will offer one rebooking at our discretion.
- If we cannot offer a time within five working days of your preferred date, or we cancel, we refund in full.
- If you book the wrong consultation we move you to the right one and refund or charge the difference.
- Consultation fees are deducted from our fee if you instruct us within 30 days.
Fixed-fee work
A fixed fee is agreed in writing before we start and is not dependent on the outcome of the application. If you withdraw your instructions before the application is submitted, we charge for the work done up to that point at our hourly rates, capped at the fixed fee, and refund the balance of any payment on account. Home Office fees, the health surcharge and other third-party costs paid on your behalf are not refundable by us once paid.
How to ask for a refund
Email [email protected] with your name, the date of the booking or the matter reference and the reason. We respond within three working days. If you are unhappy with our decision, our complaints procedure applies.
Nothing in this policy affects your statutory rights.
