Last updated: July 2026
This platform does not process online payments. You submit applications and documents here at no charge; any service fee is agreed and settled directly with our team outside the platform. This policy therefore governs fees arranged offline, not transactions made on this website.
Our service fee covers the preparation, review, submission and follow-up work we perform. It is separate from third-party charges — government and embassy fees, university deposits, language test fees, insurance premiums and courier costs — which are paid to those bodies and are governed by their own refund rules.
Once a government, embassy, university or testing body has received a fee, only that body can refund it. We cannot refund a fee we did not receive, and an application refused by an authority does not entitle you to a refund of that authority's fee.
If you cancel a service before we have started work on your file, the service fee is refunded in full. Contact your assigned consultant or open a support ticket from your dashboard to request this.
If you cancel once work has started, the fee is refunded in proportion to the work not yet performed. Your consultant will set out in writing which stages were completed before the refund is issued.
We are engaged to prepare and submit your application to a professional standard. Admission, visa and clearance decisions rest entirely with the institution or authority concerned. A refusal is not by itself grounds for a refund of the service fee, because the service was delivered.
If an application fails because of an error we made — a missed deadline we controlled, or a document we prepared incorrectly — we will re-run the application at our cost or refund the service fee in full, at your choice.
Open a support ticket from your dashboard, or email refunds@istabraq.com with your application reference. We acknowledge every request within 3 business days and aim to resolve it within 14 business days.
Flights, hotels and packages follow the airline, hotel or operator's own cancellation rules, including any non-refundable fares. Those rules are confirmed to you in writing before anything is booked on your behalf.
For any question about this policy, email refunds@istabraq.com or contact your consultant directly.
