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Refund Policy

Clear rules on when fees are refundable, when they aren't, and how to request a refund. We'd rather you read this before you book than be surprised after.

§ 01Why we have a written policy

As a Regulated Canadian Immigration Consultant, Vanessa is bound by the Code of Professional Conduct and the Retainer Agreement and Fees Regulation set by the College of Immigration and Citizenship Consultants (CICC). Those rules require that fees be earned, that unearned fees be returned, and that this be clear in writing before you pay. This page is that written policy and is incorporated into our Terms & Conditions.

§ 02How fees are held

  • Fixed-fee bookings (Consultation, Application Review) are paid in full at the time of booking and are credited as earned only when the appointment is delivered.
  • Retainer engagements are billed against milestones described in the Retainer Agreement. Money paid in advance for work not yet performed is held in our trust account, in accordance with CICC rules, and drawn into general revenue only as the related work is completed.
  • Disbursements (government fees, biometrics, language tests, medical exams, translations, courier) are not Turas fees. We pass them through at cost. They are refundable only if not yet paid to the third party.

§ 03Consultations & Application Reviews

Reschedule

You may reschedule once at no charge with at least 24 hours' notice before the appointment. Use the link in your booking confirmation, or email vanessa@turasimmigration.ca.

Cancel

  • More than 48 hours before the appointment: full refund, less any non-refundable payment-processor fee.
  • 24–48 hours before: 50% refund.
  • Less than 24 hours before, or no-show: no refund — the slot is reserved for you and could not be offered to someone else in time.

If we cancel

If we cancel or have to reschedule and we can't agree on a new time within 14 days, you receive a full refund.

If you're unhappy with the consultation

Tell us within 7 days. If we agree the service materially fell short of what was described on this site, we will refund the appointment in full. We won't refund a consultation simply because the honest answer wasn't the one you hoped for.

§ 04Full retainers (representation files)

Where Turas acts as your authorized representative for an application, the Retainer Agreement sets out:

  • The total fee and the milestones at which portions of it are earned.
  • What happens if you decide to terminate the retainer early.
  • What happens if Turas withdraws (e.g. for non-payment, conflict of interest, suspected misrepresentation, or breakdown of the consultant–client relationship).

On termination — by either side — we promptly refund any portion of the fee that has not yet been earned, after accounting for work performed up to the date of termination and any disbursements already paid.

Outcome is not a refund trigger. A refusal, return without action, or longer-than-expected processing by IRCC is not, by itself, a basis for a refund. Our fees pay for professional work, not for IRCC decisions, which we do not control.

§ 05Things we don't refund

  • Government fees, biometrics, medical exams, language tests, translations or courier fees once paid to the third party.
  • Payment-processor fees (typically a small percentage) charged on the original transaction. These are deducted from the refund where the processor doesn't return them automatically.
  • Time already spent on your file at the agreed hourly or milestone rate.
  • Work product (memoranda, submission letters, checklists) once delivered to you.

§ 06How to request a refund

Email vanessa@turasimmigration.ca with:

  1. Your full name and the email used to book;
  2. The booking reference or invoice number;
  3. Which appointment or milestone the request relates to;
  4. The reason for the request (one or two sentences is fine).

We acknowledge requests within 2 business days and resolve them within 10 business days. Approved refunds are returned to the original payment method. International cards may take an extra few business days to show on your statement.

§ 07Chargebacks & disputes

If you believe a charge is wrong, please email us first. We are almost always able to resolve issues directly and quickly. Initiating a chargeback before contacting us locks the funds with the card network for weeks and is rarely the fastest path to a refund. Chargebacks pursued in bad faith may be defended.

If we can't resolve a dispute together, you have the right to file a complaint with the College of Immigration and Citizenship Consultants at college-ic.ca. We co-operate fully with any CICC review.

§ 08Changes to this policy

The version of this policy in force when you book or sign a Retainer Agreement is the version that applies to that engagement. Material changes are flagged at the top of this page.

Last updated: May 8, 2026 Effective: May 8, 2026 Refund requests: vanessa@turasimmigration.ca