1. Scope
This policy applies to fees paid to eMBriture FZC under an Engagement Letter for consultancy services. It does not apply to third-party fees (university application fees, test fees, visa fees, etc.), which are paid directly to those bodies and refunded only under their policies.
2. Before services commence
If you cancel within 7 calendar days of signing the Engagement Letter and before any consultancy work has begun, we will refund 100% of fees paid, minus any third-party costs already incurred on your behalf.
3. After services commence
Once consultancy work has begun (e.g. the first working session is held, or a document draft is delivered), refunds are calculated pro-rata against work completed. Our standard position:
| Stage reached | Refund available |
|---|---|
| Before first working session | 100% minus non-refundable processing (10%) |
| First session held; no drafts delivered | Up to 60% |
| First drafts delivered, no applications submitted | Up to 40% |
| Applications in progress or submitted | Non-refundable |
4. No-outcome guarantee
We do not guarantee admission, scholarship or visa outcomes. A refund is not available on the basis that a university, scholarship body or visa authority did not make the decision you hoped for. Exceptions may apply for cases where we failed to deliver a service specifically listed in the Engagement Letter — in which case the specific remedy in the Engagement Letter controls.
5. Test-preparation cohorts
Test-prep cohort fees are refundable in full until the first session of your cohort. After the first session, they are non-refundable, except where eMBriture cancels the cohort — in which case a 100% refund or transfer to a later cohort is offered.
6. Process to request a refund
Submit a written request to info@embriture.org stating the Engagement Letter reference and the reason for the request. We acknowledge within 2 working days and resolve within 14 working days.
7. Refund method
Refunds are processed to the original payment method where possible. Where this is not possible (e.g. expired cards), alternative bank transfer arrangements are made.
8. Disputes
Any dispute about a refund is handled under the "Governing law" clause of our Terms of Service.
9. Contact
For refund queries, contact our billing team at billing@embriture.org or phone +971 543 953 695.