Refund, Cancellation & Dispute Policy

Effective Date: 27 May 2025
Business Name: Étudier International Group

1. Overview

At Étudier International Group, we are committed to providing professional and transparent study abroad advisory and application support services. This policy explains how we handle cancellations, refunds, and disputes relating to payments made for our services.

2. Nature of Our Services

Étudier International Group provides services which may include, but are not limited to:

  • Study abroad counselling and advisory

  • School/program selection guidance

  • Application support and processing

  • Admission guidance

  • Visa guidance and document review

  • Scholarship and funding guidance

  • Pre-departure support

Because many of these services involve time, expertise, administrative work, and third-party processes, refunds are handled according to the stage of service delivery.

3. Cancellation Policy

3.1 Client-Initiated Cancellation

Clients may request to cancel a paid service by contacting us in writing via email or official business communication channels.

Cancellation requests will be reviewed based on:

  • The type of service paid for

  • Whether the service has already commenced

  • The amount of work already completed

  • Whether third-party fees have already been paid or committed

3.2 When Cancellation Is Allowed

A cancellation may be accepted if:

  • The client requests cancellation before work has started, or

  • The service has not progressed significantly

3.3 When Cancellation May Not Be Eligible

Cancellation may not qualify for a refund if:

  • Consultation or advisory sessions have already been delivered

  • Application processing has already begun

  • Documents have already been reviewed, edited, or prepared

  • Submission work has already been carried out

  • Third-party institutions or platforms have already received payments or applications

  • The client becomes unresponsive after service has commenced

4. Refund Policy

4.1 General Refund Principle

Refunds are considered on a case-by-case basis and are not automatically guaranteed once a service has started.

4.2 Eligible Refund Situations

A full or partial refund may be considered where:

  • A payment was made in error or duplicated

  • A service was paid for but has not yet commenced

  • Étudier International Group is unable to deliver the service for reasons within our control

4.3 Non-Refundable Situations

Refunds will generally not be granted in the following situations:

  • The client changes their mind after service delivery has started

  • The client fails to provide required documents or information on time

  • The client decides not to proceed with their application after work has begun

  • A university, embassy, visa office, or third party declines an application

  • A visa is refused

  • The client does not meet admission or visa requirements

  • Delays arise from third-party institutions, embassies, schools, or government processes

  • Services already delivered (consultations, advisory, reviews, editing, processing, submissions, etc.)

4.4 Third-Party Fees

Fees paid to third parties are generally non-refundable, unless the third party’s own policy states otherwise.

This includes, but is not limited to:

  • University application fees

  • Tuition deposits

  • Visa fees

  • Embassy charges

  • Courier fees

  • Credential evaluation fees

  • Language test fees

  • Accommodation booking fees

  • Insurance fees

  • Platform/service provider charges

Étudier International Group is not responsible for refund decisions made by third-party institutions or service providers.

5. Refund Processing

Where a refund is approved:

  • The refund will be processed to the original payment method, where possible

  • Refund processing may take 5–15 business days, depending on the payment provider or bank

Administrative or transaction charges may be deducted where applicable.

6. Dispute Resolution Policy

We take client concerns seriously and aim to resolve disputes fairly, promptly, and professionally.

6.1 How to Raise a Concern

Clients who wish to raise a complaint or dispute should contact us via:

Please include:

  • Full name

  • Service paid for

  • Date of payment

  • Description of the concern

  • Any supporting documents or screenshots

6.2 Internal Review Process

Once a dispute is received:

  • We review the matter internally

  • We may request additional information

  • We communicate our findings and proposed resolution within a reasonable timeframe

We aim to resolve most concerns through direct communication and mutual understanding.

6.3 Chargebacks / Payment Disputes

Clients are encouraged to contact Étudier International Group first before initiating a chargeback or dispute through their bank or payment provider.

If a dispute is raised externally, we reserve the right to provide all relevant service records, communications, and proof of work completed.

7. No Guarantee of Admission or Visa Approval

While we provide guidance based on professional experience, Étudier International Group does not guarantee:

  • Admission into any institution

  • Scholarship approval

  • Visa approval

  • Immigration outcomes

  • Employment opportunities after study

All final decisions remain with the relevant institution, embassy, immigration authority, or third-party body.

Refunds will not be issued solely because a client:

  • Was not admitted

  • Did not receive a scholarship

  • Was denied a visa

  • Changed destination or study plans

8. Client Responsibility

Clients are responsible for:

  • Providing accurate and complete information

  • Submitting required documents on time

  • Following official deadlines and instructions

  • Responding to communication promptly

Étudier International Group will not be liable for delays or adverse outcomes caused by incomplete, inaccurate, or late submissions.

9. Policy Updates

We reserve the right to update or revise this policy at any time to reflect operational, legal, or service changes. The latest version will always be available through our official channels.

10. Contact Information

Étudier International Group