Refund Terms for UnivEase Services

Refund Policy

This Refund Policy explains how payments, cancellations, rescheduling, and refunds are handled when you request, purchase, or use any UnivEase service.

Refund eligibility depends on the Service Order, the Tracking Number stage, work already started or delivered, third-party action already taken, and the applicable terms stated below.

Please read this Refund Policy together with our Terms & Conditions before engaging UnivEase for any service.

Effective: January 1, 2026

Website Use Notice

By browsing our website, requesting information, paying for, or using any UnivEase service, you agree to be bound by this Refund Policy, our Terms & Conditions, and our Privacy Policy.

If you do not agree with this Refund Policy, please discontinue use of our website and services immediately.

Relationship with Terms & Conditions

This Payment and Refund Policy is deemed incorporated into the Terms and Conditions. Any payment made or refund requested constitutes your acknowledgement and acceptance of the terms set out herein.

If this Refund Policy conflicts with the Terms & Conditions or a specific Service Order, the Terms & Conditions and the Service Order shall apply to the extent stated in the Terms & Conditions.

Key Refund Principles

• Service Fees relate to UnivEase professional time and work delivered; Third-Party Fees are separate and follow third-party rules, refundable only if and when the third party refunds them.

• No refund is provided solely because a visa/admission outcome is negative, an appointment is unavailable, or processing takes longer than expected.

• Refunds, if any, apply to the Service Fee portion only and exclude non-refundable add-ons already delivered.

• Final decisions and timelines are set by Authorities and institutions. UnivEase cannot guarantee approvals, outcomes, visa type/validity/number of entries, scholarships, admissions, appointments, or processing times.

Fees, Payment, VAT and Third-Party Costs

Full advance payment: All UnivEase Service Fees are payable 100% in advance. We start work only after full payment is received and the Service Order is confirmed.

Third-Party Fees and VAT: All Third-Party Fees, applicable VAT, and any payment processing charges are payable by the Client unless UnivEase explicitly states otherwise in writing. Third-Party Fees are separate from the Service Fee.

Chargebacks and reversals: If a payment is reversed, disputed, or charged back after work starts or costs are incurred, you must immediately settle outstanding amounts and reimburse related charges.

Price changes: Third-party fees and external service provider charges may change due to Authority revisions, exchange rate movements, or provider price changes. We will inform you before incurring additional costs where practical.

Stage-based Service Fee Refunds

If you cancel in writing, the following refund guideline applies to the Service Fee based on the stage of your case at the time of cancellation.

Stage 0 — Before Tracking Number is issued and before any work starts: Up to 90% of Service Fee.

Stage 1 — On the same Working Day the Tracking Number is issued; no work started: 70% of Service Fee.

Stage 2 — After 1 Working Day from Tracking Number issuance; no work started: 50% of Service Fee.

Stage 3 — After 1 Working Day from Tracking Number issuance; after Initial consultation or checklist is provided, or after applying for passport transit permission from the Ministry of Home Affairs (whichever occurs first): 0% (non-refundable).

Stage 4 — After document processing is completed and/or after any booking, submission, lodgement, dispatch, or paid third-party action is taken: 0% (non-refundable).

Additional Refund Notes

• VAT paid on the UnivEase Service Fee is non-refundable.

• If any visa fee or university application/tuition fee paid to UnivEase remains unused and has not been submitted or processed, UnivEase shall refund that specific unused amount in full (100%), subject only to any unavoidable bank/payment gateway charges actually incurred.

• If a case is on hold for more than 3 months due to missing documents or lack of response or any other reasons, UnivEase may close the case; reopening may require a new Service Fee.

• If forged/misleading documents are provided or unlawful actions are requested, UnivEase may terminate the service with no refund.

• If a specific paid add-on has already been delivered (for example translation, notarization, courier booking, or paid university application submission), that add-on is non-refundable; Third-Party Fees incurred on your instruction remain payable.

Cancellations, Rescheduling, Refusals and Reapplications

All Cancellations must be submitted in writing via email to hello@univease.com. To help us identify your case and review the request appropriately, please include your Tracking Number, full name, contact details, payment receipt, and a short reason for cancellation.

Rescheduling/changes depend on third-party rules (embassy/VFS policies, university deadlines, courier pickup windows). Any third-party rescheduling fees are payable by the Client.

If a case is refused, UnivEase may, at its discretion, offer guidance or a new service offer for reapplication. Any discount, credit, or reduced service fee is not automatic and shall be valid only when confirmed in an official UnivEase written record, including a service Order, invoice, money receipt, email confirmation, or other written communication issued through UnivEase’s official channels. Third-Party Fees are not credited unless the third party refunds them.

How to Request a Refund

• Send your refund or cancellation request through our official communication channels or email hello@univease.com.

• Include your Tracking Number, full name, phone number, email address, payment receipt, and relevant case details.

• UnivEase will review the request against the applicable Service Order, work stage, delivered work, third-party fees, and these Terms.

• Eligible refunds, if approved, may be returned through the original payment method or another method accepted by UnivEase. Bank charges, gateway charges, and currency conversion losses, if any, are borne by the payer.

Disputes and Contact

If you disagree with a refund decision, submit a written complaint through official UnivEase channels with your Tracking Number and supporting evidence. Disputes will be handled in line with the Terms & Conditions.

For any question regarding this Refund Policy in relation to an active or completed UnivEase service, contact us through our official communication channels or email hello@univease.com. Case-specific enquiries may not be processed if the Tracking Number or required identification details are not provided.

Questions about this policy?

Our team is happy to walk through anything you'd like clarified — no obligation.