Refund Policy

This Refund Policy explains when fees paid to AJECKS Multi-Services Ltd can be cancelled or refunded. It applies to all service lines — medical tourism coordination, study abroad guidance, IT services and B2B sourcing — and forms part of our Terms & Conditions. Where a signed proposal or statement of work sets different terms, that document takes priority.

Every payment falls into one of two categories, and each is treated differently:

• AJECKS service fees — what you pay us for coordination, advisory and delivery work. These are refundable according to the timelines below.
• Third-party and pass-through costs — hospital deposits, tuition and application fees, embassy and visa charges, flights, hotels, supplier deposits, freight, licences and cloud subscriptions. These follow the refund rules of the provider that received the money. Where a provider refunds us, we pass the amount to you in full, less any unrecoverable bank or currency-conversion charges.

You may cancel a newly signed engagement within 7 calendar days of payment and receive a full refund of AJECKS service fees, provided we have not yet started substantive work on your file and no third-party cost has been committed on your behalf. Once work has begun, the service-line rules below apply.

• Before hospital submission: 100% of the AJECKS coordination fee refunded.
• After case submission but before a treatment estimate or invitation letter is issued: 50% refunded.
• After an invitation letter, visa filing or appointment booking: the coordination fee is non-refundable, as the work is complete.
• Medical visa refusal: we re-apply once at no additional coordination fee, or refund 50% of the fee at your choice. Embassy fees are never refundable.
• Hospital deposits, treatment costs, flights and accommodation are refunded only to the extent the hospital, airline or hotel refunds them.

• Before applications are submitted: 100% of the AJECKS guidance fee refunded.
• After the first application is submitted: 50% refunded.
• After an offer letter is secured or visa documentation is filed: non-refundable.
• Admission refused at every shortlisted institution: we run one further application cycle at no extra guidance fee.
• Student visa refusal: one free re-application; where re-application is not possible, 50% of the guidance fee is refunded.
• University application fees, tuition deposits, SEVIS/IHS-type charges and embassy fees are governed by those institutions.

• Discovery and audit engagements: non-refundable once the discovery workshop has taken place, as the deliverable is the report.
• Milestone-based projects: completed and accepted milestones are non-refundable. Unstarted milestones are refunded in full; work in progress is pro-rated to hours delivered.
• Dedicated teams and retainers: billed monthly in advance with 30 days' written notice to cancel. The current month is not refundable; any prepaid future months are refunded in full.
• Managed support and cybersecurity retainers: if we materially miss the agreed SLA in a billing month, you may claim a service credit or a pro-rata refund for the affected period.
• Third-party licences, domains, cloud usage and hardware are non-refundable once purchased.

• Before supplier shortlist delivery: full refund of the AJECKS sourcing fee.
• After a verified shortlist, samples or quotations are delivered: non-refundable, as the deliverable has been provided.
• Supplier deposits and production payments: governed by the supplier contract. We assist with recovery and escalation but cannot guarantee return of funds paid directly to a supplier.
• Goods materially different from the approved sample: we manage the claim, inspection report and negotiation with the supplier at no additional fee.

• Government, embassy, visa and biometric fees.
• Courier, notarisation, translation, attestation and document-verification costs already incurred.
• Bank transfer charges, card processing fees and currency-conversion losses.
• Work already delivered and accepted, including reports, shortlists and completed milestones.
• Services cancelled because false or incomplete information was supplied, or where a client fails to attend appointments or respond for more than 30 days.

1. Email info@ajecksmultiservices.com with the subject line "Refund request".
2. Include your full name, the service engaged, invoice or receipt reference, payment date and the reason for the request.
3. Attach supporting documents (e.g. visa refusal letter, inspection report) where relevant.

Requests must be submitted within 30 days of the event giving rise to the claim.

• We acknowledge every request within 2 business days and confirm a decision within 10 business days.
• Approved refunds are issued within 14 business days of approval.
• Refunds are returned via the original payment method and in the original currency wherever possible. Where that is not available, we use bank transfer or mobile money to an account in the payer's name.
• Exchange-rate movement between payment and refund is not compensated.

Please contact us before raising a chargeback with your bank — most issues are resolved faster directly. If you are unhappy with a refund decision, reply to the decision email requesting escalation and a manager who was not involved in the original decision will review the file within 10 business days.

We may update this Refund Policy from time to time. The version in force on the date you paid is the version that applies to your engagement.