Refund policy
There is no fee to request access to Empire Passports. If you engage our services, cancellation and refund terms depend on the payment concerned, the work completed and the terms agreed with you.
Empire Passports service fees
Your engagement agreement sets out our service fees, payment stages and cancellation terms. A refund request is assessed against that agreement, the services already provided and any rights that apply by law.
Withdrawal from a program or refusal by a government does not, by itself, determine whether an Empire Passports service fee is refundable.
Government and third-party charges
Government processing and due diligence fees are generally non-refundable once paid, although the relevant authority may allow exceptions or partial refunds. The rules of that authority determine whether any amount can be returned.
Fees paid to external professionals and other providers are subject to their own terms and applicable law. These charges are separate from Empire Passports service fees.
Investments and contributions
Empire Passports does not hold client investment funds. Any withdrawal, repayment or refund of an investment or contribution is governed by the relevant program rules and the agreement with the recipient. Recovery of these amounts is not guaranteed if an application is refused or withdrawn.
Making a request
To cancel an engagement or request a refund, notify your case manager or the Empire Passports team in writing. Include your name, case reference, the payment concerned and the reason for your request. Please do not include full card details or identity documents in the initial request.
Where a refund is due from Empire Passports, we will confirm the amount, payment method and expected payment date in writing. Payments controlled by a government or another provider are handled under that recipient's process.
Any cancellation, cooling-off or refund rights that apply by law remain unaffected.