Returns & Refunds policy

1. Purpose and Scope

This Refund, Returns & Complaints Handling Policy ("Policy") explains when and how refunds apply to EdCounsellors' consultancy services, and how you can raise a complaint or dispute with us. It applies to all services booked through our website or under a signed Educational Consultancy Services Agreement, including university selection guidance, SOP/document support, visa filing assistance, and scholarship application support.

This Policy should be read together with your signed Agreement with EdCounsellors. Where there is any conflict, the terms of your signed Agreement take precedence.

2. Our Fee Structure (For Context)

Our fees are either charged in full or in stages, reflecting the stage of work actually performed, and are set out in full in your signed Agreement. As a general structure:

• An upfront service fee, payable before we begin university selection, SOP drafting, and application work (e.g., EUR 145 covering an agreed set of applications, such as Finnish, French,USA,UK or Scholarship applications, at the specific per-application rates stated in your Agreement).

• A separate visa-filing fee (e.g., EUR 500), payable at the time we begin visa document preparation and filing.

• Any reapplication in a future cycle requires a new Agreement and fee, unless we agree otherwise in writing.

Because fees are tied to distinct stages of work, refund eligibility (Section 3) also depends on which stage you're in when you request a refund.

3. Refund Eligibility

3.1 Before We Begin Work

If you cancel within [7 working days] of payment and before we have started university shortlisting, SOP drafting, or any document work on your file, you are eligible for a full refund, less any non-refundable payment processing/dispute charges levied by SafePay (see Section 7 of our Privacy Policy).

3.2 After Work Has Started, Before Application Submission

If you cancel after we have begun work (e.g., a draft SOP, university shortlist, or document review has been shared with you) but before any application or visa filing has been submitted on your behalf, you are eligible for a partial refund, calculated as your total fee paid minus:

• A non-refundable administrative/consultation charge of [X% or fixed PKR amount] for work already completed, and

• Any third-party costs already incurred on your behalf (e.g., application fees paid directly to universities).

3.3 After Application or Visa Filing Has Been Submitted

Once an application, scholarship submission, or visa filing has been officially submitted on your behalf, the associated service fee is non-refundable. This reflects that the service university/embassy submission — has been fully delivered, regardless of the outcome of that application.

3.4 University or Visa Rejection

Consistent with Section 4 ("No Guarantees") of your Agreement, EdCounsellors does not guarantee admission, scholarship approval, university refunds, or visa approval these decisions rest solely with the university, scholarship body, or embassy. A rejection, refusal, or unfavourable decision by a third party is not, by itself, grounds for a refund, provided EdCounsellors has performed the agreed services (SOP support, document preparation, filing) competently and on time.

3.5 Errors or Delays Caused by EdCounsellors

If a missed deadline, filing error, or service failure is directly attributable to EdCounsellors (and not caused by late, false, or incomplete information from the Student), you are entitled to a full or partial refund of the fee tied to the affected service, at EdCounsellors' assessment, or here possible free correction/re-filing at no additional cost.

3.6 Documentation Issues Caused by the Student

Per Section 3 of your Agreement, you are solely responsible for the accuracy and authenticity of the documents you provide. No refund will be issued where an application is rejected, delayed, or invalidated due to false, forged, or incomplete documentation provided by the Student. [LEGAL REVIEW] The Student remains solely liable for any legal or financial consequences of forged or misrepresented documents.

3.7 Discontinuation After Arrival

As set out in Section 5 of your Agreement, if you discontinue your studies after arrival at the destination institution, you remain liable for any penalties imposed on EdCounsellors as a recruitment partner by the university or relevant authority. No refund applies in this scenario, and any such penalty may be recovered from the Student.

3.8 Reapplications

Fees paid under one Agreement are not automatically transferable to a reapplication in a future intake or cycle. A new Agreement (and, typically, a new fee) is required for reapplications, unless EdCounsellors agrees otherwise in writing.

4. Non-Refundable Items

Regardless of the scenario above, the following are never refundable:

• Third-party fees already paid on your behalf to universities, scholarship bodies, embassies, or test/exam centres.

• SafePay payment-processing charges and any dispute/chargeback fee levied under Section 6 of our Privacy Policy.

• The visa-filing fee once visa document preparation and filing has commenced.

• Any portion of the fee tied to work already delivered (e.g., a completed SOP draft, finalized university shortlist).

5. How to Request a Refund, and Turnaround Time

To request a refund, email finance@edcousnellors.com or contact us at +92 300 9466864 / +92 370 8335921, quoting your name and Agreement Reference Number (e.g., EDC20250008).

• We will acknowledge your request within [2-7 business days].

• We will assess your request against this Policy and your signed Agreement and provide a decision within 7 business days

• Where a refund is approved, it will be processed back to your original payment method via SafePay within 10–14 business days of approval, subject to SafePay's own processing timelines.