At a glance
What this policy means for a Tristar client.
- Refund basis
- Agreement, payment and work record
- Outcome rule
- No guarantee of visa or third-party decisions
- Request channel
- info@tristarimmigration.com
Scope of this policy
This policy applies to payments received by Tristar Infinity Services LLP for Tristar Immigration professional services. It should be read with the quotation, invoice, service agreement, cancellation policy and the payment terms accepted for the engagement.
Where a written service agreement contains a specific refund schedule or milestone rule, that term applies to the engagement to the extent permitted by applicable law.
How refund eligibility is assessed
A refund review considers the reason for the request, the service purchased, the date of payment, the date of cancellation, work already completed, deliverables supplied, time or capacity reserved, third-party commitments and any unpaid amount.
Professional fees compensate Tristar for agreed consultancy and support work. They are not a deposit on a successful visa, immigration, admission, job, appointment, test or insurance outcome.
Payments that may require correction
A review may be appropriate where the same Tristar invoice was paid twice, an amount exceeded the confirmed invoice, a payment cannot be matched to an accepted engagement or Tristar confirms in writing that a service will not be taken up and no chargeable work or cost has arisen.
These situations are still verified against payment records, bank settlement, taxes, processor charges and any work performed before an amount is approved for correction or refund.
Completed and partly completed work
Consultations, profile assessment, file opening, strategy, research, document lists, form preparation, document review, application checking, appointment monitoring, interview preparation and provider coordination may each represent completed work.
If only part of a service remains, any possible adjustment is based on the agreed milestones and actual record rather than simply dividing the total fee by elapsed time. Work prepared but awaiting the client’s approval can still be completed work.
Visa refusal and other third-party outcomes
A refusal, delay, returned application, lower test score, unsuccessful job application, admission decision, missed invitation round or unavailable appointment does not by itself create a right to a refund. Those decisions and systems are controlled by governments, institutions, employers and other providers.
A service concern about Tristar’s agreed work will be reviewed on its own facts. The relevant question is whether the contracted work was delivered, not whether a third party made the result the client hoped for.
Government and third-party payments
Government filing fees, visa-centre charges, tests, medicals, police certificates, credential assessments, translations, attestations, couriers, insurance, educational services, payment-processor charges and similar amounts are governed by the recipient provider.
Tristar can identify the available receipt or provider where practical, but cannot approve a refund from money it did not retain. Any provider refund, exchange-rate difference, deduction or processing time remains subject to that provider’s policy.
Instalments and outstanding balances
An instalment schedule divides when the agreed professional fee is paid; it does not necessarily divide the work into equal parts. If a service ends, we compare completed milestones and amounts due with payments received.
A refund is not processed by withholding or reversing another amount that remains due. Any set-off, credit or revised payment arrangement must be confirmed by Tristar in writing.
Service changes and credits
A client may ask to move from one service to another when plans change. A transfer or credit is not automatic because the new service can require different work, specialists and third-party costs.
Where Tristar agrees to a service credit, its value, expiry, eligible service and any additional fee will be recorded in writing. A credit is not cash and is not transferable unless the written confirmation says otherwise.
Information required for a refund review
Send a written request from the client’s registered email or confirmed communication channel. Include the client name, invoice number, payment date and amount, transaction reference, service, reason for the request and relevant supporting record.
Do not send an OTP, PIN, full card number or online-banking password. We may ask for proof that identifies the payer or destination account before processing an approved payment.
Review and decision process
Tristar will match the payment, review the service agreement and activity record, identify third-party costs and ask the responsible team for any necessary clarification. We may request additional information where the payer, service or reason is unclear.
The written response will state whether the request is approved, partly approved, declined or requires another resolution, together with the principal basis for that outcome. Complex files or third-party reconciliation may take longer to review.
How an approved refund is sent
An approved refund is normally returned through an appropriate traceable method to the original payer or verified account, subject to banking, payment-provider and compliance checks. We may require identity, account or authority verification before release.
Bank and processor handling times are outside Tristar’s control. Any approved amount and permitted deduction will be communicated in writing before or when the refund is initiated.
Concerns and escalation
If you disagree with a refund review, reply with the part you dispute and any record that was not previously considered. We will route the concern to the appropriate business representative for a further written review.
Contact info@tristarimmigration.com or use the contact page. Avoid raising simultaneous requests through multiple team members, as this can delay reconciliation of the same payment.