Legal
Refund Policy
When you can cancel, what you get back, and how to ask. This policy forms part of our Terms & Conditions.
1. What this policy covers
This policy applies to the assistance fee you pay to IWEBRON LIMITED for appointment assistance bought through schengen-appointment.com. It forms part of our Terms & Conditions.
It does not apply to official application, appointment or service fees. Those are paid by you directly to the relevant provider, and only that provider can refund them — see section 7.
Nothing in this policy affects your statutory rights as a consumer.
2. Your 14-day cancellation right
If you are a consumer, you normally have 14 days to change your mind. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel a distance contract for services within 14 days of entering into it, without giving a reason.
The 14-day period starts on the day the contract is made — normally the day we confirm your engagement or you pay our fee, whichever is earlier.
If you cancel within that period and we have not yet started work at your request, you get a full refund of the assistance fee.
3. If you ask us to start before the 14 days are up
Appointment assistance is usually wanted quickly, so most customers ask us to begin straight away. Please read this carefully, because it changes what you can claim back.
- If you ask us to begin during the cancellation period and then cancel before the service is complete, you must pay a reasonable amount for the assistance already provided, in proportion to what has been delivered. We refund the balance.
- If you ask us to begin during the cancellation period and we fully perform the service within it, with your acknowledgement that you will lose your right to cancel once it is complete, then the cancellation right no longer applies and the fee is not refundable on a change-of-mind basis.
We will always make this clear to you in writing before we start, and we will ask you to confirm that you want us to begin immediately. If we have not asked you and you have not agreed, your full 14-day right stands.
4. After the cancellation period has ended
Once the 14-day cancellation period has ended, our position is:
| Situation | What you get back |
|---|---|
| Service not yet started | Full refund of the assistance fee |
| Service partly delivered | Pro-rata refund for the part not yet delivered |
| Service fully delivered | No refund, unless the service was not carried out with reasonable care and skill |
| We stop work for a reason that is not your fault | Refund of the portion relating to work not carried out |
5. When a refund is not due
Our fee buys assistance and guidance, not an appointment and not a decision. So a refund is not due simply because:
- no appointment was available, or none was available in your preferred timeframe;
- you did not get the date, time or location you wanted;
- official processing took longer than you hoped;
- your visa application was refused, withdrawn or delayed;
- you changed your travel plans or no longer need to travel;
- you chose not to act on the guidance we provided;
- you gave us inaccurate or incomplete information and the guidance did not fit your actual circumstances.
These outcomes are controlled by the official provider or authority, or by your own decisions — not by us. This is set out on the homepage, in our Terms & Conditions and in our Disclaimer before you pay.
6. If something has gone wrong on our side
Under the Consumer Rights Act 2015, our service must be carried out with reasonable care and skill. If it has not been, you are entitled to ask us to put it right, or to a price reduction where putting it right is not possible or not done within a reasonable time.
Tell us what went wrong and we will look at it properly. If we got it wrong, we will say so and fix it.
7. Official fees are not ours to refund
We cannot refund money you did not pay to us. Official application, appointment and service fees are paid by you directly to the relevant embassy, consulate, authority or visa application centre. Refunds of those fees are entirely a matter for that organisation and its own rules, which commonly make such fees non-refundable.
8. How to cancel or claim a refund
Email hello@schengen-appointment.com with:
- your name and the email address you used;
- the date you bought the service;
- a clear statement that you wish to cancel, or details of the refund you are claiming and why.
A clear statement in any durable form is enough — you do not have to use a particular wording or form. We will acknowledge your request within 5 working days.
- Phone
- +44 118 230 1117
- Post
- IWEBRON LIMITED, 121 Burney Drive, Eagle Farm South, Wavendon, Milton Keynes, England, MK17 7BT
9. How refunds are paid
Refunds are made to the original payment method, within 14 days of the day we accept that a refund is due. We do not charge a fee for processing a refund. Your bank or card provider may take a few further days to show the money in your account.
If we cannot agree, you can escalate through our complaints process in the Terms & Conditions. Your statutory rights, including the right to take a claim to court, are unaffected.