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 general rule, 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 (always subject to your legal rights). Credits are not redeemable for cash (except where the law requires a cash refund). If you’re unable to use the credit within 12 months, contact us before it expires and we’ll do our best to extend it where reasonable.

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.

We usually calculate this based on the time and work already carried out (for example, document checks or booking attempts already made).

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. Delays and delivery timelines

All delivery timelines stated on our website or in correspondence are estimates and not guarantees. Occasional delays may occur due to factors beyond our control, including high demand, third-party processing times, consular backlogs, postal delays and system outages. A reasonable delay in service delivery does not constitute grounds for a refund or credit, provided Resinaro continues to actively work on completing the service. By ticking the Terms of Service acceptance checkbox before payment, the client expressly acknowledges and accepts this condition.

8. Service-specific refund conditions

Each Resinaro service has specific conditions that determine when the service is considered commenced or complete, and when refunds or credits are no longer available:

• Italian Passport Appointment (12+) / CIE (ID Card) Appointment / Jure Sanguinis Appointment — No refund or credit once Prenot@Mi slot monitoring has commenced. The service is complete upon confirmation of a booked appointment.
• Passport Under-12 (Postal) — Service is considered complete upon delivery of the document checklist and review of submitted documents.
• AIRE Services (Registration, Address Update, Consular Transfer) — Service is considered complete upon submission on the FAST IT portal on the client's behalf.
• Certified Translations (IT ↔ EN) — No refund or credit once translation work has commenced. Delivery within the stated estimated timeframe (typically 3–7 working days).
• Visa Support (UK) — Guide delivery within the stated timeframe; 1:1 support complete upon delivery of agreed documentation. The visa decision itself is made by the Home Office and is outside our control.
• Housing & Tenant Support — Service is complete upon delivery of the agreed documentation, advice or referral.
• National Insurance (NIN) Support — Service is complete upon delivery of the application support as agreed.
• Benefits Guidance — Service is complete upon delivery of the agreed guidance and/or referral information.
• Citizenship by Descent / Citizenship by Marriage — Guide delivery within the stated timeframe; 1:1 support complete upon delivery of agreed documentation and advice.
• Settled Status / EUSS Support — Service is complete upon delivery of the agreed documentation and guidance.
• Passport Waiting List — Service is complete upon notification when availability is detected.

9. 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.
• Delays in service delivery that are beyond our reasonable control, where we continue to actively work on completing the service.
• Outcomes or decisions made by third parties (e.g., visa decisions by the Home Office, consular processing times).
• Services purchased in bad faith, including for the sole purpose of filing a complaint or publishing a negative review.
• Cases where the client has provided false or misleading information that caused delays or prevented service delivery.
• Requests from clients who have been abusive, threatening or engaged in prohibited conduct as defined in the Terms of Service.

10. 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).

We'll handle any evidence you send (like screenshots or statements) in line with our Privacy Policy.

11. 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.

12. Payment documentation & consent records

All Resinaro payments are processed through Stripe, a PCI-DSS compliant payment platform. Every transaction is fully documented, including digital receipts, transaction metadata and timestamps. When you tick acceptance checkboxes (Terms of Service, Refund Policy) before payment, your consent is recorded and securely stored alongside the transaction record. This documentation is retained and may be used as evidence in the event of a dispute, chargeback or complaint.

13. Chargebacks, disputes and fraudulent claims

If you raise a chargeback, we will provide full transaction documentation and consent records to the card issuer, including digital receipts, IP addresses, timestamps, user agent data and a record of each checkbox acceptance. We ask that you contact us first so we can resolve issues quickly. Fraudulent refund or chargeback requests — including those based on delays that fall within the terms you accepted before payment, or claims made without legitimate basis — will be fully contested. Patterns of abuse (multiple chargebacks, coordinated complaints or suspicious purchasing behaviour) will be flagged to payment processors and may result in the client being permanently blocked from Resinaro services. Resinaro cooperates with review platforms (Trustpilot, Google and similar) to flag and request removal of fraudulent reviews linked to chargeback disputes. Resinaro reserves the right to take legal action to protect its business reputation against false, misleading or defamatory statements published without legitimate grounds.

14. When Resinaro cancels a service

Resinaro may cancel and terminate a service if the client breaches the Terms of Service, engages in abusive or threatening conduct, provides false or fraudulent documents, or purchases a service in bad faith (for example, solely to damage Resinaro's reputation or to generate a fraudulent complaint). In such cases, only the portion of the service not yet commenced may be refunded or credited at Resinaro's discretion; work already performed is non-refundable. The client will be notified by email with the reason for cancellation. Repeat offenders may be permanently blocked from all Resinaro services.

15. 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.