Cancellation & Refund Policy
At Fast Track Consultancy, our mission is to provide unparalleled immigration advice and support services that are rooted in professionalism, accuracy, and ethical conduct. We pride ourselves on offering tailored solutions to each of our clients, ensuring that their unique circumstances are met with the utmost care and diligence. Our commitment to excellence is backed by our team of experts and our adherence to a strict set of core values that distinguish us in the field of immigration consultancy.
We understand that life is unpredictable, and circumstances may arise where you need to cancel or modify the services you have engaged with us. This document outlines our comprehensive policies regarding cancellations, refunds, and complaint handling to ensure transparency and clarity in our operations.
Advice Sessions
For advice sessions booked with Fast Track Consultancy:
- Cancellations Made More Than 24 Hours Before the Appointment:
- If you cancel an advice session more than 24 hours before the scheduled start time, we will process a refund of the amount paid. However, an administration fee* will be deducted from the refund to cover processing costs.
- Cancellations Made Less Than 24 Hours Before the Appointment:
- If an advice session is canceled within 24 hours of the scheduled start time, no refund will be issued due to the short notice and resource allocation already committed.
- Previously Rescheduled Sessions:
- Refunds are not available for advice sessions that have already been rescheduled, regardless of the notice provided.
Applications, Document Checks, and Representation Services
When you engage our services for applications, document reviews, or other representation work, the following refund policies apply:
- Before Work Has Commenced:
- If the service is canceled more than 24 hours before the initial appointment and no work has been initiated, a refund will be provided after deducting an administration fee*.
- Cancellations made less than 24 hours before the initial appointment but before work has started will incur a £200 cancellation fee, plus the administration fee*. The remaining balance will be refunded.
- After Initial Appointment but Before Work Begins:
- If the service is canceled after the initial advice session but prior to any substantive work on the case, we will deduct £200 to cover the advice session and an administration fee*. The remaining amount will be refunded.
- After Work Has Commenced:
- For cancellations after work has started, refunds will be considered on a case-by-case basis. The refund amount will depend on the value of the work already completed and resources utilized up to the cancellation point.
- Acknowledgment of Cancellation:
- Upon cancellation, a written acknowledgment and refund breakdown will be provided within 28 days. In cases involving disputes or complaints, resolution will also be aimed for within this timeframe.
Emergency Appointments
- Emergency appointments are non-refundable once payment has been made, irrespective of when the cancellation request is submitted.
- Missed or Late Attendance:
- If you fail to attend an advice session within 10 minutes of the start time or miss it entirely, the session will be considered forfeited. To book a new session, the full fee must be paid.
- Short-Notice Rescheduling:
- If you wish to reschedule an advice session within 24 hours (up to 1 hour before the start time), a £30 admin fee will be charged.
- Advanced Rescheduling:
- For rescheduling requests made 24 hours or more before the session’s start time:
- The first rescheduling request is free of charge.
- Subsequent rescheduling requests will incur a £30 admin fee per change.
- For rescheduling requests made 24 hours or more before the session’s start time:
Fast Track Consultancy offers advice sessions via face-to-face meetings at our UK offices or through phone consultations, ensuring flexibility and convenience for our clients.
Advice Sessions (Non-UK Regions)
For our services in regions such as the USA, Canada, Portugal, Spain, Italy, Republic of Ireland, New Zealand, France, and Germany:
- Cancellations Made More Than 24 Hours Before the Appointment:
- A refund will be issued minus a £30 administration fee*.
- Cancellations Made Less Than 24 Hours Before the Appointment:
- No refund will be provided for cancellations made less than 24 hours before the scheduled session.
- Rescheduled Sessions:
- Refunds will not be provided for advice sessions that have already been rescheduled.
Global Rescheduling Policy
- Missed or Late Attendance:
- As with UK services, if a session is missed or rescheduled within 24 hours of the start time, the full fee for a new session will be required.
- Advanced Rescheduling:
- The first rescheduling request made 24 hours or more before the appointment is free of charge.
- Subsequent requests will incur a £30 admin fee.
At Fast Track Consultancy, we strive to deliver the highest standard of service. However, if you are dissatisfied with any aspect of your experience, our complaints procedure ensures that your concerns are addressed promptly and fairly.
How to Register a Complaint
If you wish to file a complaint regarding any of our UK services, please follow these steps:
- Contact Your Caseworker:
- Initially, reach out to your assigned caseworker or our enquiries team to discuss the issue. They will make every effort to resolve your concerns.
- Escalate the Complaint:
- If your issue remains unresolved, send a detailed email to usman@fasttrackconsultancy.co.uk, including:
- The service purchased.
- The name of the caseworker or staff involved.
- A thorough description of the complaint.
- If your issue remains unresolved, send a detailed email to usman@fasttrackconsultancy.co.uk, including:
- Investigation Timeline:
Complaint Outcomes
- Advice Sessions:
- Complaints regarding advice sessions will be investigated to determine if a refund is warranted. Refund decisions are made on a case-by-case basis.
- Applications and Other Services:
- For complaints related to applications or document checks, the refund amount will depend on the work completed. This will be assessed individually.
- Incorrect Advice or Representation:
- If you believe incorrect advice or representation has been provided, email your concerns to usman@fasttrackconsultancy.com. Non-legal issues will not be addressed via this channel.
- If we cannot resolve the issue to your satisfaction, you may escalate the complaint to the relevant regulatory body.
Regulatory Contact Information
Should you wish to escalate your complaint externally, you may contact the OISC (Office of the Immigration Services Commissioner):
Address: London (West End) Office: 167-169 Great Portland Street, 5th Floor, London. W1W 5PF
Phone Number: 0203 937 7737 AND Mobile: 07708540282
Refunds will be processed to the original payment method within 28 days of concluding the investigation. During public holiday periods such as Christmas, Easter, or Bank Holidays, refund times may be slightly extended.
To cover operational costs such as opening legal files, processing payments, and investigating cancellations, a standard administration fee of £30 applies to most refunds. This fee ensures that resources are appropriately allocated while maintaining the high quality of our services.
At Fast Track Consultancy, our priority is to provide you with a seamless experience while upholding the highest ethical and professional standards. For further inquiries or assistance, do not hesitate to contact us. Thank you for choosing us as your trusted immigration service provider.
