Refund & Cancellation Policy

If you are acting as a consumer and conclude a service contract with Chapter Europe at a distance, you generally have the right to withdraw from that contract within 14 days from the date it is concluded, without giving a reason, subject to applicable law and statutory exceptions.

Where that right applies and is validly exercised, we will process any refund due in accordance with applicable law, generally using the same payment method used for the original payment unless another method is expressly agreed.

If you want us to start providing services before the 14-day withdrawal period has ended, we may ask you to make an express request on a durable medium.

If you later exercise a valid withdrawal right after services have started, you may be required to pay an amount proportionate to the work actually performed up to the time you notify us of your withdrawal. If the service has been fully performed following the legally required express request and acknowledgement, the statutory withdrawal right may cease.

A paid assessment may be proposed where useful: Legal €160, Relocation €140 or Tax €300, according to the matter. Each lasts 60 minutes and includes the written assessment or roadmap described for that service. The deliverable is provided regardless of whether you later engage Chapter Europe. Once an Assessment has been performed, the fee is treated in accordance with the work performed and any mandatory consumer rights that apply.

A 30-day credit applies only where the written scope expressly confirms it. It does not apply to the Tax Assessment, RTW Review, Independent Application Review or Refusal Strategy Assessment. Any applicable credit is not a cash rebate, applies only to Chapter professional fees and excludes government fees and third-party costs.

Outside or in addition to any mandatory statutory rights, if you cancel before we have started providing the agreed services, please contact us in writing. Subject to the applicable Service Agreement, fees may be refundable less any non-recoverable costs already incurred.

If services have already started, and no broader mandatory refund right applies, any refund will be assessed based on the work already performed, time and resources allocated, and costs incurred up to the date of cancellation.

Amounts corresponding to services already performed are generally not refundable.

Government fees, consular fees, visa-centre fees, apostilles, legalisations, translations, courier costs and other third-party expenses are generally outside our professional fees and cannot be refunded by Chapter Europe where the relevant third party does not provide a refund.

Where appointment coordination is included in the applicable service, the number of appointments included will be specified in the relevant quotation or Service Agreement. Missed appointments caused by the client may result in additional charges where rebooking work or third-party costs are incurred.

A visa, residence permit, citizenship application or other immigration matter being refused, delayed or not decided within an estimated timeframe does not, by itself, create a right to a refund of professional fees for work already performed.

Immigration decisions and appointment availability are controlled by the relevant authorities.

Requests should be made in writing to hello@chaptereurope.com. Please include your name, the relevant service and enough information for us to identify the engagement.

We will review the request against any mandatory rights that apply, the applicable Service Agreement, the work performed and any third-party costs incurred.

If you wish to exercise a statutory right of withdrawal, you may send a clear statement to the contact details below. You do not need to use this exact wording, but your communication should make your decision unambiguous.

Nothing in this Refund & Cancellation Policy is intended to limit any mandatory rights you may have under Portuguese, European Union or other applicable consumer-protection law.