Hello

1. Introduction

At Altera Global, we are committed to providing exceptional, reliable, and efficient international relocation services. We take pride in our meticulous planning and project management to ensure your move is seamless and adheres to the agreed-upon schedule. This Refund Policy outlines the specific circumstances under which clients may be eligible for a refund and forms an integral part of your service agreement with us.

By engaging our services, you acknowledge that you have read, understood, and agreed to the terms set forth in this policy.

2. General Philosophy on Refunds

International relocation is a complex process involving numerous third-party actors, including shipping carriers, customs authorities, government visa departments, and real estate agents, over whom we have limited but managed control. Our fees are primarily for the expert consultancy, coordination, project management, and professional services we provide, not solely for the outcome of third-party processes.

Therefore, refunds are not typically provided for a change of heart or minor disruptions that are inherent in international moves. However, we are a company built on accountability and client trust. This policy is designed to be fair and transparent, protecting both you and our agency in the event of a significant service failure that is within our direct control.

3. Eligibility for Refund: Core Scenarios

A refund request will be considered only under the following specific scenarios:

A. Failure to Meet a Guaranteed Service Timeline

This is our primary refund guarantee. If we have provided a specific, guaranteed timeline for a service that is under our direct operational control and we fail to deliver that service within the promised timeframe, you will be eligible for a partial refund.

• What Qualifies: This applies to services where we have given a written, guaranteed completion date. Examples include:

  • Delivery of a finalized home search report by a guaranteed date.

  • Completion of a designated settling-in service (e.g., bank account setup support, school application assistance) by a promised date.

  • Submission of a complete visa application package to you or your employer by a specified deadline.

• What Does Not Qualify: This does not apply to timelines that are estimates or dependent on third parties. For example, we cannot guarantee the actual visa issuance date (as this is a government function), the exact arrival date of your shipment (as it is subject to weather, customs, and port delays), or the date a landlord signs a lease.

B. Cancellation of Services by [Consultant Agency Name]

In the unlikely event that we are unable to commence or must terminate a service for reasons within our control (e.g., resource unavailability), you will be entitled to a full refund of any fees paid for the unrendered services.

C. Duplicate Payment or Billing Error

If you have been charged in error or have made a duplicate payment, we will promptly issue a full refund upon verification of the error.

4. Non-Refundable Services and Situations

You acknowledge and agree that no refunds will be granted in the following situations:

• Client-Initiated Cancellation: If you decide to cancel our services after work has commenced, for any reason, refunds will not be provided for services already performed or costs already incurred on your behalf.

• Third-Party Costs and Fees: All payments made by us to third-party vendors (e.g., shipping fees, government application fees, visa fees, temporary accommodation deposits, real estate agent fees) are non-refundable once the payment has been processed, as these costs are incurred externally.

• "Force Majeure" Events: Delays or failures caused by events beyond our reasonable control, including but not limited to acts of God, war, terrorism, government sanctions, embargoes, strikes, lockouts, pandemics, extreme weather conditions, or actions/inactions of customs or immigration authorities, do not qualify for a refund under this policy.

• Failure Due to Client Action or Inaction: If a service delay or failure is a direct result of your failure to provide necessary information, documentation, or payments in a timely manner, or if you provide incorrect information, you will not be eligible for a refund.

• Dissatisfaction with Third-Party Services: We carefully vet our partners, but we cannot be held responsible for the quality of service provided by a third party (e.g., the standard of a temporary apartment, the driving of a moving crew). We will, however, act as your advocate to resolve any issues with the vendor directly.

• Change of Mind or Personal Circumstances: Refunds are not provided simply because your personal, family, or employment circumstances have changed, leading you to cancel or postpone your move.

5. The Refund Request Process

To initiate a refund request, you must follow this formal process:

1. Submit a Formal Request: All refund requests must be submitted in writing via email to [Refunds Email Address, e.g., refunds@youragency.com]. The request must include:

   • Your full name and client reference number.

   • The specific service and the guaranteed timeline that was not met.

   • A detailed explanation and supporting evidence for your claim.

2. Investigation Period: Upon receipt of your request, we will initiate a thorough investigation, which may include a review of our project plans, communication records, and service agreements. We commit to acknowledging your request within 3 business days and completing our investigation within 15 business days.

3. Resolution and Decision: We will notify you of our decision in writing. If your claim is validated, we will proceed with the refund as outlined below.

6. Refund Amount & Method

• Amount for Timeline Failure: If a refund is granted for a failure to meet a guaranteed service timeline, the refund will be a partial refund, calculated as a percentage of the fee for that specific delayed service, not the entire relocation package. The specific percentage or amount will be detailed in your Service Agreement for each guaranteed service.

• Method of Refund: Approved refunds will be processed using the original method of payment. If the payment was made by bank transfer, we will require your bank details to process the refund. The refund will be processed within 14 business days of the approval notification.

7. Modifications to the Refund Policy

We reserve the right to amend this Refund Policy at any time. The updated policy will be posted on our website with a revised "Effective Date." Your continued use of our services after any changes constitutes your acceptance of the new policy.

8. Contact Us

If you have any questions about this Refund Policy or wish to initiate a request, please contact us at:

Altera Global
Email: info@alteraglobal.net
Phone: 44 7432 154682
Address: The Clubhouse, London SW1Y 4JU
United Kingdom