Refund Policy

What this policy covers

This policy applies to all paid products and services offered by Rekoja UK Ltd and Rekoja Services Nigeria Ltd (together, "Rekoja"), including Prepare Basic, Prepare Complete, Review, Done-for-you Standard, Done-for-you Premium, Consultation, and subscription plans (Free and Plus). It does not apply to government fees, visa-application fees, or any third-party charges — those are paid directly by you to the relevant authority and are non-refundable by Rekoja.

When you are entitled to a refund

Prepare Basic and Prepare Complete (self-serve toolkit) You are entitled to a full refund if you request it within 14 days of purchase and have not yet accessed the checklist, risk score, or document vault for your application. Once you have opened those features, the service has been delivered and no refund is available.

Review If a Review has not yet been assigned to a caseworker, you may cancel and receive a full refund. Once a caseworker has been assigned and has begun reviewing your file, a refund is not available — the work has started.

Done-for-you (visitor or student) A refund is available if you cancel before your case has been opened and a caseworker assigned. After case opening, no refund is available because preparation work begins immediately. If Rekoja is unable to proceed with your case for reasons within our control, we will refund in full.

Consultation / refusal review If you cancel at least 24 hours before your booked session, you receive a full refund. Cancellations inside 24 hours are not refundable, but we will rebook you once at no extra charge.

Subscription (Plus) You may cancel at any time. For annual plans, you are entitled to a pro-rata refund of any unused full months remaining at the time of cancellation. Monthly plans are not refunded for the current billing period.

Travel proof (flight or hotel reservation) Travel proof is a time-limited third-party reservation. Once the reservation is confirmed and issued, no refund is available. If the reservation fails to be issued due to a technical error on our side, you receive a full refund.

Add-ons (mock interview, eVisa application, visa photo) Refunds are available only if the service has not yet been delivered. Once a mock interview session has started, an eVisa application has been submitted, or a visa photo has been processed, no refund is available.

How to request a refund

Email refunds@rekoja.com with:

  • Your name and email address used at purchase
  • The product or service you are requesting a refund for
  • The reason for the refund request

We will acknowledge your request within 1 business day and process eligible refunds within 5–10 business days. Refunds are returned to the original payment method (Stripe for GBP payments; Paystack for NGN payments).

Exclusions

The following are not refundable under any circumstances:

  • Government application fees, visa fees, and biometric fees (paid directly to UKVI, VFS, or other authorities)
  • Third-party immigration health surcharge (IHS)
  • Any fee paid to a third party through Rekoja (e.g., GDS provider for travel proof once issued)

Your statutory rights

Nothing in this policy affects your statutory rights under applicable law. UK customers retain all rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nigeria customers retain all rights under the Consumer Protection Council Act. Where applicable law provides greater protection than this policy, applicable law prevails.

Questions

If you have a question about a charge or a refund, email refunds@rekoja.com or use the contact form. We aim to resolve all refund queries within 3 business days.

Last updated: June 2026. Rekoja UK Ltd, registered in England and Wales. Rekoja Services Nigeria Ltd, registered in Nigeria (CAC).