Refund & Cancellation Policy

This policy explains how cancellations, rescheduling and refunds work for services provided by AZ Counsellors Ltd.

Consultations

• Reschedule or cancel with at least 24 hours’ notice for a full refund or free rebooking.
• Cancellations with less than 24 hours’ notice, or missed appointments, are non-refundable.

Your 14-day cancellation right

Under the Consumer Contracts Regulations 2013, where you book as a consumer at a distance you generally have 14 days to cancel for a refund. However, if you ask us to begin work within that period, you agree that once the service is fully performed you lose the right to cancel, and if you cancel partway through you must pay for the work already carried out.

Service fees once work has begun

Because our fees pay for professional time and advice, fees for work already performed are non-refundable. Where work has not yet started, we refund in full.

Government & third-party fees

Visa fees, application charges, biometric fees, institution deposits and other government or third-party costs are not refundable by us — they are set and collected by those bodies under their own rules.

No guarantee of outcome

As stated in our Terms & Conditions, fees are charged for our services, not for a successful result. A refused application is not, by itself, grounds for a refund.

How to request a refund

Email info@azcounsellorsltd.com with your name, booking reference and reason. We aim to respond promptly and process approved refunds back to your original payment method as soon as possible.

This page is provided for general information and is not legal advice. Please review with a qualified professional before relying on it.