Refund & Cancellation Policy
At North Star Global Education, we are committed to providing high-quality consultancy services as per our ISO 9001:2015 quality management standards. Because our services involve professional time, expertise, and immediate resource allocation, the following refund terms apply:
1. Refund Schedule
Refunds are calculated based on the “Service Stage” reached at the time of the written cancellation request.
| Service Stage | Refund Percentage | Note |
|---|---|---|
| Within 48 hours of signing the agreement | 85% Refund | 15% retained as administrative & file-opening fees. |
| After Profile Evaluation but before university submission | 50% Refund | Covers the expert’s time spent on academic assessment. |
| After Application Submission to universities | 0% Refund | Service is considered “Delivered” once applications are lodged. |
| Visa Guidance Stage | 0% Refund | Counselling for interviews and documentation is non-refundable. |
2. Non-Refundable Items
Regardless of the circumstances, the following costs are 100% non-refundable:
- VAT (Value Added Tax): As per ZATCA regulations, VAT paid to the government cannot be refunded by the consultancy.
- University Application Fees: These are paid directly to institutions abroad.
- Courier & Translation Fees: Any third-party costs incurred for document processing.
- Bank Charges: Any transaction or wire transfer fees.
3. Special Conditions (The “No-Guarantee” Clause)
As per the nature of international education consultancy:
- Admissions: A refund will not be issued if a student is rejected by a university, provided the consultancy followed the ISO-certified process and met all deadlines.
- Visa Refusals: We do not offer refunds in the event of a visa rejection by an Embassy or Consulate, as these are sovereign government decisions.
- Force Majeure: No refunds are issued for delays caused by global events (pandemics, strikes, or changes in international student visa laws).
4. Cancellation by the Consultancy
North Star Global Education reserves the right to cancel a service agreement and withhold all fees if:
- Fraud: The client provides forged, altered, or dishonest documentation.
- Non-Disclosure: The client hides previous visa rejections or criminal records that result in a future rejection.
5. Refund Process
To request a refund, the client must submit a formal Refund Request Form to our Jeddah office or via our official email.
- Review Period: 7–10 business days (ISO 9001 quality review).
- Payment: Approved refunds will be processed via the original payment method or bank transfer within 14 business days.