1. Scope
This policy covers the Clarenor service fee you pay for preparation and review. It does not cover USCIS filing fees, which you pay directly to USCIS. Clarenor cannot refund a government fee because we never receive it.
2. Before your Case Guide starts work
If you ask to cancel before your Case Guide has begun work on your case, you receive a full refund of the service fee. Use the contact details below and we will process it.
3. After your Case Guide has started work
Where work has begun, we refund the portion of the service not yet performed. We will tell you how that has been calculated before we process it. We do not keep fees for work we have not done.
4. If we miss our response target
Each package states a response target. If we miss it by more than 5 business days (or more than 3 business days on the Full Service / Case Guide package) without giving you an explanation, we refund the review fee — in full on the Reviewed package, and for the affected month on the Full Service package.
5. If we cannot provide the service you bought
If we determine that we cannot properly provide the service you purchased — for example because your case needs legal judgement we are not able to provide — we will tell you, and you receive a full refund of the service fee, regardless of how much work has been done. We would rather refund than continue with something we cannot do well.
6. What is not refundable
- USCIS filing fees, which you pay directly to the government. We never hold this money.
- Any third-party cost you arranged yourself, such as a certified translation, a courier, or a document retrieval fee.
- A case that was refused or denied by USCIS. No outcome can be guaranteed and a refusal is not a failure of our service.
- Work already performed, where you are cancelling part-way through.
7. How to request a refund
Contact us with your case reference and a short explanation. We will confirm receipt, tell you the amount and the basis for it, and process it. You do not need to give a reason beyond asking.
8. How refunds are paid and how long they take
- Refunds are returned to the original payment method. We cannot send a refund to a different card or account.
- We process an approved refund within 10 business days of approving it.
- Once processed, how quickly the money appears depends on your bank or card issuer, which is outside our control.
9. Effect on your case
A full refund withdraws the entitlement to the service. Your case is no longer assigned to a Case Guide, and any work stops. Your information and documents remain in your account: you can still see and download them, and you can start again later if you wish.
10. Your statutory rights
Nothing in this policy removes any right you have under the consumer law that applies to you.