Last updated: 26 October 2026
This policy explains when you can get a refund of the service fee paid to Norgenic SL. It does not affect your statutory rights as a consumer.
1. What this policy covers
It applies only to our service fee (99–199 AUD). Government application fees are paid to the Australian Government and any refund of them is decided by the Department of Home Affairs under its own rules — we cannot refund them.
2. Right of withdrawal (14 days)
If you are a consumer, you can withdraw from the contract within 14 calendar days of purchase without giving a reason. If you ask us to start working on your case during that period, you will be asked to confirm this expressly. In that case:
- if you withdraw before the service is fully performed, we refund the fee minus an amount proportional to the work already done;
- once the service has been fully performed (for example, your application has been prepared and reviewed), the right of withdrawal no longer applies.
3. Refunds by stage
| Status of your case | Refund of our service fee |
|---|---|
| Paid, work not started | 100% |
| Eligibility review completed, application not yet prepared | Partial, proportional to the work done |
| Application prepared and reviewed / lodged | Not refundable, as the service has been performed |
| We are unable to provide the service for reasons attributable to us | 100% |
| Duplicate payment or charging error | 100% of the amount charged in error |
A refusal of citizenship by the Australian Government does not, on its own, give the right to a refund, as the decision is outside our control. If the refusal was caused by an error on our part, contact us and we will review your case.
4. How to request a refund
- Email Email (enable JavaScript) with your reference number and the reason for your request.
- We confirm receipt and reply within 5 business days.
- Approved refunds are paid to the original payment method within 14 days.
5. Complaints
If you are not satisfied with our answer, you can request a complaint form (hoja de reclamación) or contact the consumer authorities of Catalonia (Agència Catalana del Consum) or of your country of residence.