Refund Policy for Relocation Services

Expats Living Abroad (ELA) is committed to delivering exceptional relocation services. Our refund policy ensures fairness while protecting our ability to provide high-quality support. By engaging our services, clients agree to the following strict refund terms:

1. Refund Eligibility

Refunds are granted only in the following cases:

• Service Non-Delivery: If ELA is unable to deliver agreed services due to factors entirely within our control.

• Cancellation Within the Allowable Period: Clients cancel within the stipulated cancellation window (see Section 3).

Refunds are not granted for:

• Changes in personal circumstances or decisions, such as postponing or canceling relocation plans, after services have begun.

• Failure to provide required information, documents, or access necessary for completing the service.

• The initial deposit (See section 2 &3)

• Delays, errors, or disruptions caused by third-party providers (e.g., shipping companies, government agencies, property managers).

2. Service Fee Categories and Refund Provisions

a. Non-Refundable Fees
The following fees are strictly non-refundable:

• Consultation fees, including initial assessments.

• Administrative fees for service setup and resource allocation.

• Any fees paid to third parties as part of the service process.

b. Refundable Fees (Strictly Pro-Rated)
Refunds for unused portions of services may be granted only if:

• A formal cancellation request is submitted in writing.

• The request is reviewed and approved by ELA.

Refunds for unused portions will be calculated based on completed deliverables and time invested. A 25% processing fee will apply to all approved refunds.

3. Cancellation Policy

• Within 7 Calendar Days of Booking: Clients may cancel and request a refund of refundable fees, less a 25% processing fee, provided no services have commenced.

• After 7 Calendar Days and Prior to Service Commencement: Refunds will be limited to 50% of refundable fees, subject to approval.

• After Service Commencement: No refunds will be issued for any reason.

4. Third-Party Costs

All costs associated with third-party services (e.g., legal advisors, property inspections, shipping) are non-refundable and subject to the policies of those providers. ELA is not responsible for recovering such costs.

5. Exceptional Circumstances

In rare cases of unavoidable disruptions (e.g., natural disasters, government-mandated restrictions), ELA may:

• Offer a rescheduling of services at no additional cost.

• Provide a limited credit toward future services, at ELA’s sole discretion.

Refunds will not be provided in these circumstances.

6. Dispute Resolution

All refund disputes must be submitted in writing within 5 calendar days of a refund decision. ELA will review and respond within 10 business days. The decision after this review is final and binding.

7. Refund Processing

• Approved refunds will be processed within 30 business days.

• Refunds are issued only through the original payment method. No alternate arrangements will be made.

8. No Refund for Breach of Contract

Any violation of ELA’s terms of service, including providing false or misleading information, will result in forfeiture of all refund rights.

9. Amendments to Policy

ELA reserves the right to amend this policy at any time without prior notice. Changes will not retroactively affect existing contracts but will apply to new agreements immediately.