Refund and Cancellation Policy

Who this applies to

This policy applies to services you buy from HAPPY EDUCATION CONSULTANCY LTD. Most of our clients are consumers buying at a distance, by email, phone or through this website, so the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply. If you are buying as a business, section 8 applies instead.

Nothing in this policy takes away a right the law gives you.

Your 14 day right to cancel

You can cancel your contract with us within 14 days without giving a reason. The period starts the day after the contract is made, which is the day we confirm your service in writing or take your payment, whichever happens first.

To cancel, just tell us clearly. Email admin@happyeducation.uk, or write to us at the registered office. You can use the form at the end of this page, but you do not have to. Sending your message before the 14 days end is enough, even if it reaches us afterwards.

We will confirm your cancellation without delay.

If you asked us to start straight away

Applications often have deadlines, so many clients ask us to begin before the 14 days are over. If you do:

• you keep the right to cancel during the 14 days
• you pay a proportionate amount for the work we have actually done up to the moment you told us you were cancelling, based on the total price of the service
• we refund everything else within 14 days of being told
• if we complete the whole service within the 14 days, at your express request and after we have told you in writing that you will lose the right to cancel once it is finished, the right to cancel ends at that point

We will always tell you, in writing and before we start, what starting early means and roughly what a proportionate charge would look like at each stage. If we have not told you, we cannot charge you for the work.

Cancelling after the 14 days

After the cancellation period you can still end the agreement at any time. You pay for the work completed up to that point, plus any third party cost we have already paid on your behalf, and we refund the balance.

We work to these stages so that "work completed" is not a matter of opinion:

Where your written summary sets out different stages for a particular service, that summary applies.

Costs we cannot refund

Once money has been paid to somebody else on your behalf, it is theirs and their rules decide whether any of it comes back. This normally applies to:

• institution application fees and deposits
• visa fees, biometric appointment fees and the immigration health surcharge
• language tests and other examinations
• translation, certification and legalisation
• courier and postage
• accommodation and travel bookings

We will always tell you before we commit any of these on your behalf. Anything we have not yet paid out, we return. We will also help you claim from the provider where their own terms allow a refund.

Refusals, rejections and changes of plan

Our fee pays for the work we do, not for a particular result. If an application is refused, a visa is not granted, or an institution changes or cancels a programme, we do not refund the work already completed, because it was completed.

We say this plainly and early because it is the single most common misunderstanding in this industry. If anyone tells you a fee is refundable on refusal, get it in writing before you pay.

What we will do is tell you what your options are, help you with a further application if you want one, and support you in claiming from the institution or authority where their rules allow it.

If we have not done our job properly

This is different from a refusal, and your rights are stronger.

Under the Consumer Rights Act 2015 we must perform our services with reasonable care and skill and within a reasonable time. If we have not, you can ask us to do the work again at no cost. If repeating the work is impossible, or would take too long or cause you significant inconvenience, you can ask for an appropriate reduction in price, which can be the whole price in a serious case.

Tell us through our complaints procedure and we will deal with it within the timescales there.

If we cancel

We may end the agreement in the situations listed in our service terms, for example if we are asked to do something dishonest. We will explain why in writing and refund everything you have paid for work not done. If we cancel for a reason that is our fault, we will also cover a reasonable cost you have to pay to put yourself back in the position you were in.

How and when refunds are paid

• We use the same payment method you used, unless you ask otherwise.
• We do not charge a fee for making a refund.
• Statutory cancellation refunds are made within 14 days of you telling us.
• Other refunds are made within 14 days of us agreeing the amount with you.
• Exchange-rate movements between the original off-site transaction and any refund are outside our control.

Business customers

If you are contracting as a business, the 14 day statutory right does not apply. The stage table in section 4 applies from the start, and the rest of this policy applies as written.

Model cancellation form

You do not have to use this. Any clear statement will do.

To: HAPPY EDUCATION CONSULTANCY LTD, 16 Upper Woburn Place, London, England, WC1H 0AF, admin@happyeducation.uk

I hereby give notice that I cancel my contract for the supply of the following service:

Service: ....................................................

Ordered on: ................................................

Name: ......................................................

Address: ...................................................

Signature (only if sending on paper): ......................

Date: ......................................................

Questions

Email admin@happyeducation.uk or call +44 7735 826785.