Refund Policy

Overview

Pratica aims to handle every refund request fairly and transparently. This policy explains when refunds apply and when they do not. Nothing in this policy affects your statutory rights under UK consumer protection law.

Statutory cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel within 14 days of purchase without giving a reason.

How this right is lost. The right of cancellation ends when:

• you expressly request that the service starts before the 14 days expire (you do this by ticking the acceptance checkbox at checkout), and
• the service is fully performed within that window.

If you cancel after the service has started but before it has been fully performed, you are entitled to a refund of the portion not yet delivered, calculated against the itemised pricing below. For components already delivered within the 14-day window, the proportionate part of the fee is no longer refundable under the above-mentioned regulations.

How to exercise this right. Email info@pratica.uk with the subject “Cancellation” within 14 days of purchase. No reason is required. We will respond within 3 business days confirming the refund or explaining the calculation of the portion already delivered.

Prenotami Monitoring (£110)

Slot monitoring begins immediately after payment and involves ongoing operational costs (frequent monitoring, dedicated infrastructure).

• Full refund if cancelled before monitoring has started (within 24 hours of purchase, provided no activity has been performed).
• No refund once monitoring has started, regardless of outcome. Booking timelines depend entirely on consulate availability and the Prenotami system.
• The service is considered fully delivered at the point an appointment is booked.
• Approved refunds are issued within 14 days to the original payment method.

Citizenship Concierge (£838)

Full refund if cancelled before any work has started. If work has already begun, a proportionate deduction will be calculated using the following itemised pricing:

• Eligibility review — £75
• Document checklist — £60
• Translation (each) — £45
• Apostille guidance — £30
• Form completion — £120
• Document review — £90
• Prenotami monitoring — £40
• Post-recognition guidance — £30

After the 14-day cooling-off period, no refund is available for components already delivered. For components not yet started, a partial refund may be issued at our discretion.

Non-refundable situations

No refund will be issued in the following circumstances:

• Service fully delivered.
• Components already completed at the time of cancellation.
• Client failed to provide required information within 60 days despite reminders.
• Client provided false or misleading information.
• Appointment no-show without 48 hours notice.
• Third-party fees already incurred (e.g. apostille fees paid on your behalf).
• Outcomes determined by the consulate or another government body.
• Abusive, threatening, or harassing conduct towards staff.

How to request a refund

Email info@pratica.uk with your name, order reference, and reason for the request. We aim to acknowledge all refund requests within 3 business days.

Processing

Approved refunds are issued to the original payment method within 14 days of the approval date.

Payment documentation and chargebacks

All payments are processed via Stripe, which is PCI-DSS compliant. We maintain records of all transactions including consent timestamps, IP addresses, and service delivery evidence.

In the event of a chargeback or payment dispute, we will provide full documentation to the card issuer. Fraudulent chargeback attempts will be contested.

Our right to cancel

We may cancel and refund uncommenced work if: the client breaches the terms of service, provides false information, or their conduct makes continued service unreasonable. We will explain the reason by email.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer protection law.