Purpose and status

This Professional Fees, Payments and Refund Policy explains our general charging principles and how refunds are assessed. It covers paid consultations and professional UK immigration services supplied by 1st Step Consulting Ltd trading as Immigration Visa Expert (the Firm). Separate Training Course Terms apply to educational products. A specific client care letter, individual quotation and any case-specific No Win No Fee acceptance notice are decisive for an agreed matter, subject to statutory rights and IAA obligations.

1. Fair and transparent professional fees

We maintain a fee scale and charge fees that are reasonable and proportionate to the work required and performed. Before accepting instructions, we explain the proposed fee, what is included and excluded, whether VAT applies, relevant payment stages, anticipated external expenses and material case assumptions in writing.

Where a price on the Website is indicative or describes a starting point, an individual written quotation will determine the agreed fee for a particular service. We will not create a new charge for material additional work without advising the client and seeking the agreement required by law.

2. Consultations, case assessments and fixed-fee services

Some initial contact or screening services may be expressly offered free of charge; those services will not attract a consultation fee. A separate, clearly priced paid consultation, standalone document review or second opinion is charged only where agreed in advance. A consultation payment is not automatically credited against subsequent representation unless the applicable written offer expressly provides for that credit.

For fixed-fee representation, the client care letter describes the deliverables and conditions. A fixed fee does not include an unlisted subsequent application, additional dependant, appeal, administrative review, litigation or substantial new work, unless expressly agreed.

3. External government and third-party charges

Our professional fees are separate from Home Office/UKVI fees, Immigration Health Surcharge, priority or super-priority services, biometric and visa application centre charges, translations, tests, couriers, expert assessments, barristers and other external expenses unless expressly stated in writing.

These charges may change, and the applicable government or supplier determines whether its own fees are refundable. We do not represent that a government payment will be recovered after a refusal; where money belonging to the client is refunded to us, it will be promptly accounted for and returned as required.

4. Invoice, payment and bank details

We issue an invoice when payment is required and provide evidence of payment received. Bank transfers are ordinarily payable to the legal account name 1st Step Consulting Ltd rather than Immigration Visa Expert, the trading style. Any payment instructions will be communicated through trusted channels.

If we have standing card authority for future charges, we will apply the IAA rules on invoices and timing, including the requirement to take only an invoiced card charge seven days after the invoice where Code 9.3 applies. We will not collect unapproved additional charges.

5. Advance payment and client money

Money received or held for the client, including relevant unearned advance funds, is handled under the IAA Code and practice note on fees and accounts. We maintain a distinct client account for money that must be held separately, record client transactions and make withdrawals only on an authorised and lawful basis.

We will promptly account for money not properly earned or spent, return remaining client money at the end of an engagement, and promptly return any received disbursement refund to the person entitled to it.

6. When a refund may be available

A refund may arise because: (a) the consumer exercises an applicable statutory cooling-off right; (b) an agreed service has not been supplied or was not supplied with reasonable care and skill and a legal remedy is due; (c) work is terminated leaving unused client funds or fees not properly earned; (d) we agree a discretionary or commercial adjustment; or (e) a qualifying refusal arises within an individually accepted No Win No Fee arrangement.

Each case will be assessed fairly and against the actual service, agreement, evidence, payment history, statutory rights and regulatory duties. Neither a visa refusal nor dissatisfaction with a government decision automatically means our professional services were defective.

7. Statutory cooling-off period

For eligible consumer distance or off-premises service contracts the normal cancellation period is 14 calendar days after contract formation. We provide the required pre-contract information, cancellation instructions and any early-start request. A lawful timely cancellation produces the refund specified by law, normally within 14 days after notice; where early service was properly requested a proportionate charge may be due.

After full performance with the required express request and acknowledgement, the consumer’s statutory cancellation right for that completed service may be lost. Where an exemption applies, we will explain it accurately. These rules cannot be displaced by describing every payment as ‘non-refundable’.

8. Fees on early termination after cooling off

Clients may terminate instructions by written notice. We will provide an appropriate closing statement showing work completed, fair and properly payable charges, approved third-party expenses and money to be returned. A termination fee, forfeiture or deduction will not be imposed unless it is lawful, fair, transparent and properly justified. We will not improperly retain original documents or refuse file transfer because a bill is disputed.

9. Selected 100% No Win No Fee offer

The promotional arrangement is not automatic. Only a matter accepted in a specific written No Win No Fee notice is covered. A qualifying refusal of the identified application or stage may trigger a refund of 100% of the covered professional fee actually received, including VAT actually charged if applicable, subject to the agreed terms. It does not reimburse government fees or other third-party expenses.

Under the separate October 2026 No Win No Fee Terms, a qualifying promotional refund is ordinarily paid within 28 working days after the required refusal notice and reasonably necessary payment information have been received. This contractual promotional timeframe does not override shorter statutory cancellation, client-money or other mandatory repayment deadlines.

10. Material misleading instructions

False documentation, material concealment or serious non-cooperation may affect the agreed scope, proper fees, our ability to act and any promotional refund, where the relevant contractual exclusion is lawful and materially engaged. We will not treat innocent, immaterial mistakes as an automatic reason to deny a legitimate refund; explanations and a fair opportunity to respond will be offered where relevant.

11. Payment disputes and queries

For a billing enquiry or refund request email info@immigrationvisaexpert.com, identifying the matter, invoice, amount in dispute and relevant explanation. We will investigate reasonably and explain our decision. A client can also raise a formal complaint under the Complaints Handling Procedure or contact the IAA about the conduct or fairness of regulated advice or fees.

Nothing in this policy restricts chargeback rights, statutory consumer remedies, regulatory complaint rights, judicial remedies or any liability which cannot lawfully be excluded.

12. Changes and governing law

We may revise the published policy for future engagements but will not use a public amendment to change existing agreed fees or refund entitlements retrospectively without lawful agreement. The law of England and Wales governs, subject to mandatory consumer protections and applicable jurisdictional rights.

Contact

1st Step Consulting Ltd trading as Immigration Visa Expert | Company number 14708821 | Registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ | Email: info@immigrationvisaexpert.com | Last reviewed: 9 October 2026.