Zwroty I Anulacje

Status of this policy

Last updated 3 October 2026. These terms are subject to legal review.

This policy explains how cancellations and refunds work for consultations, services and memberships provided by CitizenSure Services Ltd, trading as Citizen Sure. It forms part of our Terms of Business.

Consultation cancellations and rescheduling

You may cancel or reschedule a paid consultation free of charge up to 24 hours before its start time and receive a refund, less the deduction described under Processing time, or a new time.

If you cancel within 24 hours of the start time, or do not attend, the consultation fee is not refunded, although we may offer a new time at our discretion. If we need to cancel or move a consultation, you may choose a new time or a full refund.

Services not yet started

If you cancel an engagement before we have started work, we will refund any fees you have paid for that work, less any third-party costs we have already committed on your behalf.

Refunds are subject to the deduction described under Processing time.

Partially performed work

If you cancel after work has started, we will charge for the work performed up to the date of cancellation on a pro rata basis, assessed against the services described in your quote. Any balance of fees paid in advance will be refunded.

Refunds are subject to the deduction described under Processing time.

Government and third-party fees

Government fees, due diligence fees and third-party fees are not refundable by us once they have been paid on your behalf. Any refund of those fees is a matter for the relevant authority or provider under its own rules, and we will pass on any amount we receive.

Refunds are subject to the deduction described under Processing time.

Memberships

You may cancel a membership at any time. After cancellation no further charges are taken and your membership remains active until the end of the current period. The current period is not refunded unless the law requires it.

Refunds are subject to the deduction described under Processing time.

How to request a refund

To request a refund, contact us through our contact page with your name, your invoice number and the reason for your request.

Processing time

We will confirm our decision on a refund request within 30 days. Approved refunds are made to the original payment method where possible. The time taken for funds to arrive depends on your bank or card provider.

Except where we cancel or move a consultation, any refund is the amount due less payment processing and foreign exchange costs, or less 10% of the amount being refunded, whichever deduction is greater.

Chargebacks

Please contact us before raising a chargeback or payment dispute so that we can try to resolve the matter directly. Where a chargeback is raised for fees that are payable under our terms, we may provide evidence of the services performed to the card issuer and may pause work until the matter is resolved.