Refund & Credit Policy

1. Scope

This policy applies to payments made for Resinaro services ordered online or by direct agreement. It covers support such as document checks, booking assistance and similar services. It does not cover voluntary donations or third-party official fees.

2. Immediate start & your 14-day cooling-off right

We typically begin work immediately after payment so we can act quickly. On our forms, we ask you to confirm that you want us to start now and acknowledge:

• You have a 14-day cooling-off period from purchase for distance/off-premises contracts.
• If you cancel during that period before the service is fully performed, we will provide a proportionate remedy for the part not yet supplied (see Section 4).
• Once the service is fully performed within the cooling-off period, you lose the right to cancel.

This reflects the UK Consumer Contracts Regulations, which allow performance to start within 14 days if you request it and acknowledge losing the right to cancel once fully performed.

3. Our default remedy: credit (not cash)

As a commercial policy, we do not offer cash refunds for voluntary cancellations. Instead we issue a Resinaro account credit, valid for 12 months, redeemable against any of our services. Credits are not redeemable for cash (except where the law requires a cash refund).

4. If you cancel

• Before we start — we’ll issue a 12-month credit for the full amount. (You may request any legally required cash refund.)
• After we start but before completion (within 14 days) — we’ll issue a proportionate credit for the part not yet supplied. (You may request any legally required cash refund for the unused portion.)
• After the service is completed — no cancellation right applies and no refund/credit is due unless required by law or we choose to offer goodwill credit.

5. When we refund in full (statutory)

• Duplicate payment or processing error by us or our provider;
• Unauthorised transaction (fraud);
• Failure to deliver the service as agreed, where we cannot reasonably remedy the issue.

6. Third-party fees

Fees charged by third parties (for example, official consular fees) are non-refundable where the third party will not refund them. We’ll assist you in contacting the third party where possible.

7. Common non-refundable situations

• Services that have been fully completed as agreed.
• Time already spent reviewing documents, preparing submissions or attempting bookings before a cancellation.
• No-shows for booked appointments where notice wasn’t given under the booking terms.
• Third-party fees that are non-refundable by the third party.

8. How to request a credit or statutory refund

Email resinaro@proton.me or use our contact form and include:

• Name, date and amount paid, order/transaction ID;
• Reason and any evidence (e.g., screenshots, bank statement).

9. Processing timeline

We aim to acknowledge within 3 business days. Approved credits are applied immediately to your account; approved refunds (where legally required) are sent to the original payment method where possible and typically appear within 5–10 business days, depending on the provider and your bank.

10. Chargebacks and disputes

If you raise a chargeback, we’ll provide evidence to the issuer where we believe the charge was valid. Please contact us first so we can resolve issues quickly.

11. Your legal rights

This policy does not affect your statutory rights under UK consumer law. In particular, the Consumer Contracts Regulations provide a 14-day cancellation right for distance/off-premises services, which can be lost once a service is fully performed after you asked us to start within the 14 days; and any cancellation charges must reflect only actual/proportionate costs. Where the law requires a cash refund, we will provide it.