Borderless Refunds Policy | Borderless Help Center

🤝 Respect & Professional Conduct

Borderless is committed to maintaining a respectful environment for our team.

We do not tolerate abusive, aggressive, racist, discriminatory, or disrespectful behaviour toward our staff.
If this occurs, we reserve the right to suspend or terminate services immediately.
Any remaining contractual fees may still be charged, and no refunds will be provided in these cases.

Once an adviser has started work, fees are generally non-refundable.
Partial refunds may apply in specific withdrawal scenarios (outlined below).
No refunds will be issued if:
- A candidate or employer has lied or knowingly misled Borderless.
- An employer instructs Borderless to act against immigration law or sponsorship regulations.
Refunds relating to Home Office delays or decisions are at Borderless’ discretion.
All approved refunds:
- Are subject to a 5% processing fee, and
- Take up to 15 working days to process ⏳

❌ The candidate will not receive a refund.
✅ The employer will be refunded any government fees not yet paid to the Home Office.

If only government fees were paid by candidate → 95% refund of government fees.
If government + Borderless fees were paid by candidate → 50% refund of both fees.

(Also applies to dependent applications started after sponsorship was offered)

❌ The employer will not be refunded any fees paid.
✅ The candidate will be refunded all Borderless fees they paid (minus 5% processing fee).
If the employer did not cover the Borderless fee, they will still be billed for it.

(e.g. CoS delays or priority processing delays)

Government fees not yet paid to the Home Office → refunded.
Government fees already paid and not refunded by the Home Office → not refundable.
The employer will be billed for the Borderless fee.
If the candidate paid the Borderless fee, it will be refunded to them and then billed to the employer.

Refunds depend on how far the application has progressed:

✅ Full refund
If ineligibility is clear and the application has not entered review.
⚠️ Partial refund
If early review has started but full assessment has not.
❌ No refund
If the application has reached the assessment stage.
If the Home Office rejects the application, refund eligibility is assessed using the same rules.
Government fees are non-refundable, unless refunded by the Home Office.
If the application is withdrawn, or Borderless advises against submission in the best interests of all parties → no refund of Borderless fees.

Fees may change without notice.
Additional fees may apply for work outside the agreed scope (you will be notified in writing or via the platform).
Urgency fees may apply when work is requested close to deadlines:
- £250 (if sponsorship offer is submitted 30–7 days before expiry date/deadline)
- £500 (if sponsorship offer is submitted less than 7 days before expiry date/deadline)
- This is always paid for by the employer
These fees may increase depending on complexity.
Urgency fees are non-refundable, even if delays occur due to unforeseen circumstances.
Dependent visa applications are charged at £399 + VAT per application.

All payments must be made via approved payment methods.
Subscriptions are annual (12-month) contracts and auto-renew unless cancelled with 30 days’ notice.
If you cancel during the 12-month term, you will still be billed for the remaining subscription balance.
We may increase subscription fees by up to 10% at renewal.
All purchases are non-refundable unless explicitly stated.
If work must stop because a case falls outside our regulatory authorisation, refunds (if any) are at Borderless’ discretion.
Refunds may be reduced or declined where:
- Significant work has already been completed, or
- Relevant information was not disclosed at the outset.

This information can also be found in our Terms and Conditions.

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