Refund Policy
When our professional fees can be refunded, when they cannot, and how to make a request.
1. Scope
This policy covers professional service fees paid to LEAD Counseling. It does not cover money you pay directly to a third party, which is dealt with in section 4.
2. Free services
The first counselling session is free of charge, and LEAD Quest is free of charge, so no refund arises for either. You are under no obligation to proceed after them.
3. Our professional fee
- Before work begins. If you cancel in writing before we have started work on your file, your professional fee is refunded in full.
- After work begins. Once shortlisting, document preparation or applications have started, a proportionate deduction is made for the work already completed, and the balance is refunded.
- After submission. Once applications have been submitted to universities, or a visa file has been lodged, the professional fee for that stage is not refundable, because the service has been delivered.
- If we cannot proceed. If we determine that we are unable to assist you, or we decline to continue for a reason that is not your fault, any fee for undelivered work is refunded in full.
4. Third party charges are not refundable by us
University application fees, tuition deposits, English test fees, visa and immigration fees, biometrics, medical examinations, document attestation, courier charges and bank charges are paid to those organisations, not to us. We cannot refund money we never received. Where a third party operates its own refund process, such as a university tuition deposit refund after a visa refusal, we will help you make that claim, but the outcome and the timeline are entirely theirs.
5. Visa refusal
A visa refusal is a decision of the embassy or high commission. It does not by itself entitle you to a refund of our professional fee, because our service is the preparation and submission of a complete and accurate file, which will have been delivered. Where a refusal is caused by a demonstrable error on our part, contact us and we will review the case and put it right, which may include a refund or reapplication at no further professional charge.
6. No refund situations
- You provided false, forged or misleading information or documents.
- You failed to disclose a previous refusal, overstay or other relevant history.
- You missed an interview, test, appointment or deadline despite being informed.
- You decided not to travel, or changed your plans, after services were delivered.
- You engaged another consultant in parallel and this compromised the application.
7. How to request a refund
- Email support@leadcounseling.org with your full name, the service you paid for, the date and amount, and your reason.
- We acknowledge your request and review the file, usually within seven working days.
- We tell you the outcome in writing, with an explanation of how any deduction was calculated.
- Approved refunds are paid within twenty one working days to the original payment method or a bank account in your name.
8. If you disagree with the outcome
Ask for the matter to be escalated and it will be reviewed again by a senior member of our team. We would much rather resolve a disagreement directly than have you take it further, so please do raise it with us first.
Contact us about this policy
If anything here is unclear, or you want to exercise a right described above, contact us and a person will respond.
- Email: support@leadcounseling.org
- Phone and WhatsApp: +92 301 0220849
- Office: 2nd Floor, Nazir Centre, Block 6, Gulshan-e-Iqbal, Karachi, Sindh, Pakistan
