When the commercial refund applies

Request cancellation within three calendar months of the date you paid for the service. This covers a one-off service that has not been fully delivered, unused consultation appointments, unused support credit and the unprovided portion of an address service period. Work already started does not by itself remove eligibility.

For an eligible one-off service, we refund 70% of the Evakuera service fee paid for that service. We retain 30%; we do not then make a second deduction for preparatory work. For support credit, the 70% applies to the unused balance after recorded work and agreed expenses have been deducted. We do not deduct those costs a second time. For an address service period, the 70% applies to the unused portion, calculated pro rata. A fully delivered consultation, completed support hour or fully completed one-off service cannot be cancelled retrospectively under this voluntary policy.

Separate costs

Government fees and authorised third-party costs for residency, banking, company formation and other separately quoted work are separate from the Evakuera service fee. For practical support, agreed incurred costs are recorded as deductions from support credit. Amounts not yet incurred are returned in full. Amounts already paid to authorities, banks, translators, couriers or appointment/partner providers are refunded to the extent recoverable, with an itemised explanation. We do not add a cancellation or card-processing penalty to the 30% retained service fee. None of these exclusions limits a mandatory statutory refund.

How to request it

Use the request form, select “Cancellation / refund”, and enter your order email and reference if available. No reason is required. You can also reply to your order confirmation. Keep the request reference as evidence of the date. We verify ownership and send the decision and calculation by email.

For an eligible commercial cancellation, we arrange the refund within 14 days of receiving enough information to identify the order. Statutory refund deadlines take priority and are not extended by this verification process. Refunds return through the original payment route unless another lawful method is agreed; your bank controls when the credit appears. Do not send card details.

Your statutory rights come first

Consumers normally have 14 days after the service contract is agreed to withdraw without giving a reason. If you expressly ask us to begin during this period, a proportionate amount for work properly provided may be due where the law permits. The withdrawal right is lost only after full performance with the required express consent and acknowledgement. Where statutory rights give you more than this commercial policy, we apply the more favourable entitlement.

You remain free to use legal remedies or your payment provider’s dispute process. Contacting us first is welcome, but is not a condition of those rights.

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