What is the refund policy?

Simple answer

The deposit is 20% of the service fee. The 80% balance is due at the approval event for your route. For MM2H, that event is the Conditional Letter of Approval. Government fees are separate, charged at cost, and collected before filing. If a government fee changes, you pay the difference. A quote is valid for 30 days. You can pay by card or by bank transfer. SojournHub pays the card fee. There is no extra charge for paying by card. Before the approval event, you will never owe more than you have already paid for our service, except government or third-party costs you agreed to in your quote. If those costs go up, we tell you before paying them. A. If the authority refuses before the approval event, the 80% is not payable. The partner keeps the administrative fee stated as a figure in your quote. That fee is never more than the deposit. The rest of the deposit is refunded within 14 days of the refusal being confirmed. Government and third-party costs already spent are not refunded by us. Any amount we recover is passed on to you. B. If you withdraw before the approval event, the 80% is not payable and the deposit is kept in full. Unspent government money is refunded within 14 days. Money already spent is not refunded. C. If the case is refused or stopped because of a clearly defined fault on your side, the result is the same as B. A fault on your side means the information or documents you gave were false or incomplete, you missed a deadline we told you about in writing, or you did not respond for 30 days after two reminders. D. If it is shown that we or your partner were negligent and that caused the case to fail, we refund all service fees you paid. The refund is made within 14 days. If negligence is not shown, outcome A applies when the authority refuses before the approval event, and outcome E applies after the approval event. E. Once the approval event has been reached and the 80% balance has fallen due, the service fee is not refunded. For MM2H, that event is the Conditional Letter of Approval. If there is a later refusal or a failed endorsement, the deposit and the 80% balance are both kept in full. Government and third-party costs already spent are not refunded. Any amount we recover is passed on to you. Outcome D applies only if it is shown that we or your partner were negligent and that caused the case to fail. Worked example, using 100 units so no real fee is shown. The service fee is 100 units. The deposit is 20 units. Under A, the administrative fee is X units, and X is never more than 20. You are refunded 20 minus X within 14 days. You owe nothing more. Approval is never guaranteed.