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Refund Policy

When you can cancel, when you can get your money back, and how refunds are paid for every e-Passage plan and purchase.

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This policy explains how cancelling and refunds work for e-Passage plans and purchases. It forms part of our Terms of Service. If anything here differs from a right the law gives you, the law applies.

1.Who handles payments and refunds#

In short: Stripe sells e-Passage on our behalf and pays refunds back to the card or account you used.

Payments for e-Passage are processed by Stripe, which sells our plans and purchases on our behalf as merchant of record (“sold through Link”). Your receipt and card statement show Link.

  • Refunds go back to the payment method you used to pay.
  • They usually arrive within 5 to 10 business days, depending on your bank or card provider.
  • A refund includes any tax you paid on that payment.

To ask for a refund, email [email protected] from the email address on your account, or contact Link support using the link on your receipt.

2.Individual and Family plans#

In short: Cancel any time and keep access until the end of the period you’ve paid for. Ask within 14 days of your first payment or a yearly renewal for a full refund of that payment.

  • You can cancel a monthly or yearly plan at any time in Settings. You keep access until the end of the period you’ve paid for, and you won’t be charged again.
  • If you ask within 14 days of a payment for your first period, or of a yearly renewal, we’ll refund that payment in full.
  • Monthly renewals after your first month aren’t refunded for the month you’re in. Cancel before the next renewal date to avoid the next charge.
  • A free plan given to you by e-Passage isn’t paid for, so there’s nothing to refund.

3.Application packs#

In short: A pack is refundable within 14 days, as long as you haven’t started using it.

You can ask for a full refund of an application pack within 14 days of buying it, as long as no forms have been filled in or generated for that pathway yet. Once forms have been filled in or generated, the pack has been used and isn’t refunded. The applications a plan includes each month aren’t bought separately, so there’s nothing to refund for them.

4.Organisation client credits#

In short: Unused credits are refundable within 14 days of buying them. After that, they stay on your balance and don’t expire.

  • Within 14 days of a purchase, we’ll refund the credits from that purchase that haven’t been used for an invite.
  • After 14 days, unused credits stay on your organisation’s balance. They don’t expire.
  • When an invite is revoked, declined or expires without being accepted, its credit comes back to your balance. It returns as a credit, not as money.

More on how credits work is in our Organisation Terms.

5.Organisation Monthly and Small team plans#

  • An owner can cancel the Monthly or Small team plan at any time. It runs until the end of the period you’ve paid for.
  • You can ask for a refund of your first payment within 14 days, as long as no clients were invited during that time.
  • Later monthly payments aren’t refunded for the month you’re in.

6.Legal advisor plan#

  • The legal advisor plan starts with a 30-day free trial. If you cancel before the trial ends, you aren’t charged.
  • You can ask for a refund of your first paid month within 14 days of that payment.
  • After that, a monthly payment isn’t refunded once the month has started. Cancelling stops the next renewal.

7.What this policy doesn’t cover#

We can only refund what you paid us. This policy doesn’t cover:

  • Government fees, such as visa, permit and biometrics fees. You pay these to the government, and their refund rules apply.
  • Legal advisors’ fees. You agree and pay these directly with your legal advisor, outside e-Passage, so ask your advisor about their refund terms.
  • Third-party costs, such as language tests, translations and couriers.

8.Your legal rights#

Nothing in this policy limits the rights the law gives you. For example, if you live in the EU or UK, consumer law may give you a right to cancel within a set period after you buy. Where those rights apply and go further than this policy, you keep them.

9.Changes to this policy#

We may update this policy as our plans change. We’ll change the date at the top of this page and, for significant changes, tell you by email or in the app before they apply.

10.Contact#

Questions about a payment or a refund? Email [email protected].