Last updated: 6 October 2026
1. Scope and written service terms
This policy covers payments made to Flying2Europe for the service expressly described in your quotation, invoice or written agreement. Read the scope, price, cancellation terms and any third-party charges before paying. A job listing, registration or enquiry is not itself a paid service contract. This policy supplements the applicable agreement and cannot exclude mandatory consumer rights. Ask support to clarify the payee and service covered by a payment if either is unclear.
2. Service fees and third-party fees
Our service charge must be distinguished from embassy, government, visa-centre, translation, courier, insurance, travel or other independent provider fees. A receipt or service agreement should identify charges and the stage they relate to. An independent provider controls its own cancellation rules, subject to law. A fee must not simply be described as non-refundable without explaining the contractual or legal basis relevant to that charge.
3. Requesting cancellation
Contact support@flying2europe.com or submit an account ticket as soon as you wish to cancel. Identify the account, application reference, service, payment date, amount and reason for the request. Ask which work or authority submissions have already taken place. Do not assume that deleting an account, missing an appointment or stopping communication cancels the service. Keep a copy of your written cancellation request and the payment receipt.
4. Cancellation before work begins
If no chargeable service work has started and no agreed third-party commitment has been made, the request should be assessed against the written cancellation terms and any applicable withdrawal right. Any proposed deduction must be explained. An enquiry or basic account registration does not by itself justify a charge for a paid service that has not been agreed. If the service cannot be supplied by us, any payment for undelivered work must be considered for return under the applicable agreement and law.
5. Cancellation after work has started
Where part of the agreed service has already been delivered, a refund calculation may take account of the work properly completed and authorised external charges, but only to the extent permitted by the agreement and law. Ask for a written breakdown showing the original amount, any lawful deductions and the balance to be returned. Cancellation must not create an undisclosed penalty or remove a statutory right. A separate work stage should not be treated as completed merely because the account was opened.
6. Statutory withdrawal rights where applicable
For eligible EU distance service contracts, a consumer generally has 14 calendar days to withdraw, subject to the applicable rules and exceptions. Starting work during that period requires the appropriate express request; a lawful proportional charge may apply for work actually supplied. Loss of withdrawal rights after full performance requires the conditions set by law, including the required prior agreement and acknowledgement. Other countries may provide different rights. Your mandatory rights take priority over contrary wording in a service agreement.
7. Visa refusal and employment decisions
Embassies, immigration authorities and employers make their own decisions. A refusal, unsuccessful job application or processing delay does not automatically show that an agreed assistance service was not delivered. Equally, it does not automatically make every payment non-refundable. Each request must consider the service actually promised, whether it was performed, any written outcome-based arrangement and the rights provided by law. Keep refusal letters or relevant decision records where they help explain your request.
8. Incorrect information and missed requirements
If processing is affected by inaccurate documents, a missed appointment or failure to provide required information, the cancellation and refund consequences depend on the agreed service and work already completed. You should be told what is missing and what corrective options are available. This policy does not authorise arbitrary forfeiture of all payments. Charges must have a valid basis and disputes must be assessed against the actual records of the case.
9. Duplicate or incorrect payments
Report a duplicate, wrong amount or unrecognised payment promptly, using the transaction reference and receipt. Do not send a full card number, PIN or one-time code. Confirmed duplicate amounts or payments made in error should be corrected through an appropriate payment method, subject to verification and applicable rules. If you believe a payment was unauthorised, also contact your bank or payment provider without delay.
10. Review and repayment method
A refund request may require identity, payment ownership and service-stage checks. Support should explain the decision, amount, deductions and expected payment timetable in writing. Refunds should ordinarily return to the original payer or original payment method where available; another method requires verified instructions. Bank or payment-provider processing can affect when the money arrives. Support will confirm the expected processing timetable for an approved refund; any statutory deadline still applies.
11. Disputes and complaint escalation
If you disagree with a decision, ask support to review the service agreement, payment evidence and reasons provided. You may seek help from a competent consumer authority, dispute-resolution body, court or payment provider where available. Raising a complaint or exercising a lawful payment-dispute right must not remove your mandatory protections. Do not make a knowingly false payment claim or submit altered evidence.
12. Contact and policy changes
Send requests to support@flying2europe.com, call +351 920 706 948 or use Submit Ticket in the Support menu. Include an application or invoice reference so the correct payment can be located. The version in force for your agreement and any later changes accepted by you are relevant to the assessment. A later policy change must not retrospectively remove an existing refund entitlement or a statutory consumer right.
