Our refund guarantee

Our refund guarantee applies to the Relocasa service fee paid for the facilitation of legal services through our platform.

Specifically, a refund of the Relocasa service fee may be requested if:

• •Your visa or residency application is rejected by the Spanish government authority, and
• •The rejection is based on grounds that fall within the scope of this guarantee, as confirmed by your assigned lawyer.
• •[[NEEDS: confirm the specific grounds that are covered by the guarantee]]

The refund guarantee does not cover situations where any of the following apply:

• •Client misrepresentation: the application was rejected because the client provided false, inaccurate, or misleading information or documents.
• •Client-caused delay: the application was rejected or became invalid because the client failed to submit required documents, attend appointments, or meet deadlines communicated to them.
• •Changes in immigration policy: the immigration rules, requirements, or eligibility criteria changed after the application was submitted, making the client no longer eligible through no fault of Relocasa or the lawyer.
• •Criminal-record grounds: the application was rejected due to the client's criminal record, background check results, or security concerns identified by the government authority.
• •Incomplete documentation: the client did not provide all documents requested by the lawyer or government authority despite being asked to do so.
• •[[NEEDS: confirm any additional exclusions]]

The refund covers the Relocasa service fee only.

The following are never refundable under any circumstances:

• •Government fees and taxes paid to Spanish authorities (tasa de examen, tasa de autorización, etc.).
• •Translation and legalisation costs paid to third parties.
• •Notary fees, apostille fees, or other third-party legalisation costs.
• •Fees paid directly to the lawyer for legal services rendered (these are governed by the lawyer's engagement terms, not this guarantee).
• •[[NEEDS: confirm any additional non-refundable items]]

The refund amount is: [[NEEDS: confirm refund percentage of the service fee]] of the Relocasa service fee paid.

The refund will be processed to the original payment method within [[NEEDS: confirm processing time]] business days of approval.

To make a refund claim, follow these steps:

• •Contact us at [[NEEDS: contact email address]] with the subject line 'Refund Guarantee Claim'.
• •Include your full name, the email address associated with your account, and your case reference number.
• •Provide the official rejection letter or notification from the Spanish government authority.
• •Include a brief statement from your assigned lawyer confirming that the rejection grounds fall within the scope of this guarantee.
• •Submit your claim within [[NEEDS: confirm time limit]] from the date of the official rejection.

Refund claims must be submitted within [[NEEDS: confirm time limit]] from the date of the official rejection notification from the Spanish government authority.

Claims submitted after this period will not be considered.

Relocasa will review your claim and notify you of the decision within [[NEEDS: confirm review period]] business days.

If your claim is approved, the refund will be processed to the original payment method.

If your claim is denied, you will receive a written explanation of the reason for denial. Decisions may be appealed once by contacting [[NEEDS: contact email address]] within [[NEEDS: confirm appeal period]] of receiving the denial.

This refund guarantee is a commercial commitment by Relocasa and does affect your statutory consumer rights under applicable law, which are not limited by this policy.

This page describes the commercial terms of our refund guarantee. The specific terms are: [[NEEDS: confirm refund percentage, exclusions and time limit]].

Last updated: [[NEEDS: date of last update]]