1. Scope of this policy
This policy applies to service fees paid to Novango LLP for Letter of Invitation and related travel-documentation assistance provided under the Kaz Letter Invitation name. It should be read together with the written quotation, invoice or service confirmation for your request and our Terms & Conditions.
If a mandatory right under applicable law gives you a more favourable remedy, that right remains unaffected.
2. How a refund is calculated
You may send us a written cancellation and refund request. If part of the agreed service has not yet been performed when we receive that request, the refundable amount is calculated by reference to that unperformed part.
The amount depends on the stage reached in your case. We review the agreed scope and the work actually completed rather than applying an automatic percentage. Work may include reviewing information, checking documents, preparing materials, coordinating a request, communicating with you or third parties, and other tasks included in the agreed service.
If the amount paid exceeds the value of work already performed plus non-refundable costs, the remaining balance is refundable. We will explain the basis of the calculation when responding to your request.
3. Work and costs that are not refundable
The following amounts are not refundable, except where applicable law requires otherwise:
- the part of the service fee attributable to work already performed;
- government or authority fees that have been paid or irreversibly incurred;
- non-refundable charges from translators, notaries, couriers or other service providers; and
- payment-processing, banking or currency-conversion costs that the relevant provider does not return.
We do not retain a third-party or government amount as non-refundable if it has not been paid or committed and can still be recovered.
4. Decisions by government authorities
Our fee is for the assistance and work described in the agreed service, not for a guaranteed government or immigration outcome. A delay, refusal or other adverse decision by a government authority, embassy, consulate or border authority is not by itself a reason to refund work that has already been performed or non-refundable costs already incurred.
If part of our agreed service remains unperformed, that part is still assessed under section 2 regardless of the authority’s decision.
5. How to request a refund
Send a written request to yulchieva.a@mail.ru with “Refund request” in the subject line. Please include:
- the name and contact details used for the service;
- the relevant invoice, payment date or other reference you have;
- the service concerned; and
- a short explanation of the cancellation or refund request.
Do not send full payment-card details by email. We may ask for reasonable information needed to verify the payer and payment before issuing a refund.
6. Review and payment
We will review the service record, completed work and relevant costs, then provide a written response. If a refund is due, we will explain the amount and the payment method. Processing time can depend on the original payment channel, banks and other payment providers, so this policy does not promise a fixed completion date.
Where reasonably practicable, a refund is returned through the original payment method. A different method may require identity or payment verification and agreement with us.
7. Questions and mandatory rights
Questions about this policy or a refund calculation can be sent to Novango LLP:
- Email: yulchieva.a@mail.ru
- Phone / WhatsApp: +7 747 024 20 67
- Address: Office 321, 3rd floor, Emerald Tower Business Centre, 10 Kunaev Street, Esil district, Astana, Kazakhstan
Nothing in this policy excludes a refund, cancellation right or other remedy that cannot lawfully be excluded or limited.