Client Refund & Service Recovery Policy

Purpose

At French Connections HCB, our goal is to deliver a professional, transparent, and supportive relocation experience for every client.

This policy is designed to provide clarity regarding refunds, cancellations, service interruptions, and dispute resolution, ensuring fairness to both Clients and the French Connections HCB Team.

1. General Principles

French Connections HCB is a trading name of HCB Services Limited, a company registered in England and Wales (Company No. 13809512, VAT No. GB401002977).

• French Connections HCB operates as a professional services and coordination business.
• Many services involve third-party providers, government agencies, legal advisors, landlords, translators, and immigration-related processes.
• Certain costs are incurred immediately upon engagement and may not be recoverable.
• Wherever possible, we will seek practical and fair solutions before refund discussions arise.

Our services may be purchased in one of two ways: by placing an order through our website, or by accepting a written proposal issued to you. A contract is formed when we confirm acceptance of your online order, or when you sign your proposal, as applicable. In this Policy, references to your engagement mean the contract formed in that way, together with the service description applicable to it.

We will perform our services with reasonable care and skill and within a reasonable time. Nothing in this Policy excludes or limits your statutory rights, including your rights under the Consumer Rights Act 2015 and your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where any part of this Policy conflicts with your statutory rights, your statutory rights prevail.

2. Cooling-Off Period

Clients have the right to cancel within 14 calendar days without giving any reason. This period runs from the day after the contract is formed: that is, the day after we confirm acceptance of your online order, or the day after you sign your proposal.

Where a Client requests in writing that services begin within the 14-day cancellation period, they acknowledge that their right to cancel may be reduced or lost in proportion to the services delivered up to the point of that request. Where services have been fully delivered within the 14-day period at the Client's written request, the right to cancel is lost.

Cancellations After the Statutory Period

Where a Client cancels after the 14-day statutory period, or where the right to cancel has been lost because the services were fully performed within that period at the Client's written request, a refund will be assessed on the following basis:

• No refund will be available in respect of work already commenced, delivered, or substantially delivered.
• No refund will be available in respect of third-party costs already incurred on the Client's behalf.
• No refund will be available in respect of any application or filing process already initiated, including any associated fees.

Where a partial refund is due, it will be processed less:

• banking fees,
• currency exchange costs,
• and any direct administrative expenses already incurred.

3. Non-Refundable Costs

The following items are non-refundable once incurred:

• Government filing fees.
• Visa or residency application fees.
• Translation or notarisation costs.
• Fees charged by regulated professionals we introduce you to or engage on your behalf, such as an avocat, notaire, or expert comptable.
• Third-party contractor or consultant costs.
• Travel bookings.
• Property reservation deposits.
• Banking and foreign exchange fees.
• Any work already completed or substantially delivered.

Note: French Connections HCB is not responsible for delays or outcomes resulting from the actions or decisions of government authorities, immigration offices, embassies, consulates, or other independent third parties. Refunds will not normally be available where such delays or outcomes are outside our reasonable control.

Where we introduce you to an external mortgage broker, lender, or other independent financial intermediary, any fee charged by that party is a matter between you and them. French Connections HCB cannot refund such fees and accepts no liability for refund decisions made by third-party intermediaries.

4. Service Levels, Engagement Structure & Refund Approach

French Connections HCB offers three distinct ways to engage: DIY Starter, Essentials Package, and À La Carte. Each is designed to provide differing levels of support, responsiveness, access, and personalisation.

As the level of service increases, so too does the allocation of Team resources, operational planning, specialist coordination, and priority support infrastructure. For this reason, refund assessments are made not only on the basis of time elapsed, but also on the level of engagement selected, work completed, resources allocated, and third-party costs incurred.

Refunds will be processed in the original invoiced currency where reasonably possible, and French Connections HCB shall not be responsible for exchange-rate fluctuations occurring between payment and refund dates.

Our objective is always to act reasonably, fairly, and in good faith while recognising that many operational costs are committed shortly after a client engagement begins.

DIY Starter

(Structured, self-directed support model)

The DIY Starter is designed for Clients who are comfortable with a more independent and self-managed relocation experience, supported by digital resources, guidance materials, and structured email-based assistance.

Due to the lower-touch and fast-activation nature of this service model:

• refunds are generally limited once onboarding and orientation materials have been issued;
• and no refunds will normally be available once substantive service delivery has commenced.

This package is designed for Clients seeking a more independent and cost-conscious support structure.

Essentials Package

(Interactive support experience)

The Essentials Package includes managed access to Team support, coordination assistance, dedicated consultant involvement, and end-to-end operational management across the core services included in the package.

Where cancellation occurs before substantial delivery has commenced, a partial refund will be assessed based on the following criteria:

• work completed,
• Team and specialist time allocated,
• onboarding and planning activities,
• operational commitments,
• and any third-party expenses already incurred.

Where a bundled Essentials Package is cancelled part way through delivery, any refund will be assessed against the full à la carte value of services already delivered or substantially commenced, not against the proportional share of the package price paid. The bundle discount does not increase the refundable portion of the fee.

Where two individuals engage French Connections HCB jointly under a single order or proposal at a combined rate (a "coupled engagement") and the engagement is partially cancelled, the remaining Client's pricing will be adjusted to the applicable single-person rate, and any refund due to the withdrawing Client assessed accordingly.

À La Carte Services

Where services are purchased individually, each service is assessed independently for refund purposes based on its own stage of completion and costs incurred at the time of the request. The cancellation thresholds in §5 apply on a per-service basis.

Where appropriate, French Connections HCB will seek to resolve concerns through enhanced service recovery measures, additional support, or senior management review before refund discussions arise.

Notes:

• One OFII appointment rescheduling request is included at no additional charge. Any subsequent rescheduling requests may be subject to an administration fee, which will be advised at the time of the request.
• Professional renovation quotation fees are non-refundable once the quotation has been delivered. Where the Client subsequently instructs the proposed works through French Connections HCB, the quotation fee will be credited in full against the final project.
• Where a Client upgrades from DIY Starter to another service level, the amount paid for the DIY Starter will be credited in full against the upgraded engagement. This credit is non-transferable, carries no cash value, is not refundable in its own right, and lapses six months from the date of the original DIY Starter purchase.

5. Cancellation Thresholds & Refund Eligibility

Where a Client discontinues a service, or a relocation project is paused, French Connections HCB will assess a refund of any unused portion of the service package. The assessment will be based on the stage of the engagement, the work completed, and the services already delivered. To maintain clarity and fairness, the following general refund principles apply across all service levels unless otherwise agreed in writing.

Before Approximately 25% Completion

If a Client chooses to cancel services before approximately 25% of the agreed engagement has been completed, French Connections HCB will assess a refund of the unused portion of the service fee after deducting:

• administrative costs,
• onboarding expenses,
• third-party commitments,
• banking and foreign exchange fees,
• and professional time already incurred.

Between Approximately 25%–75% Completion

Where meaningful service delivery, planning, coordination, or advisory work has already commenced, a partial refund will be assessed based on the following criteria:

• the stage of completion,
• operational resources committed,
• specialist and Team involvement,
• third-party supplier costs,
• and services already delivered or substantially underway.

After Approximately 75% Completion

Once services have reached approximately 75% completion, refunds will generally no longer be available, as the majority of operational work, advisory support, coordination activities, and external commitments will have already been incurred or delivered.

French Connections HCB cannot guarantee:

• government processing times,
• visa approvals,
• tax rulings,
• banking approvals,
• property availability,
• or third-party response times.

Refunds will not normally be issued for delays caused by:

• immigration authorities,
• embassies,
• legal or tax agencies,
• utility providers,
• strikes,
• geopolitical events,
• or force majeure events outside reasonable operational control.

Notes:

• If a visa or residency application is refused despite the Client having fully complied with all documented requirements and instructions, French Connections HCB will, at its election, either resubmit the application at no additional professional service fee or refund the applicable service fee less any non-refundable costs already incurred.
• Where a programme is offered with a money-back guarantee in respect of a visa or residency application, that guarantee applies to the visa or residency component of the programme fee only. It does not extend to the remainder of the programme fee, to other services already delivered, or to non-refundable third-party costs.
• For session-based services or engagements involving multiple individuals, each session or individual case will be assessed independently when considering any refund request, based on the services delivered at the time of the request.
• In the event of a force majeure event, including, but not limited to, acts of government, natural disasters, strikes, public health emergencies, geopolitical events, or any other circumstance beyond the reasonable control of either party, we will make every reasonable effort to suspend, reschedule, or continue the affected services where practicable. If this is not possible, any refund will be assessed in accordance with this Policy after deducting any non-refundable costs already incurred or committed on the Client's behalf.

6. Written Refund Requests & Time Limits

Nothing in this section limits your statutory right to cancel within 14 calendar days of the contract being formed, or any other statutory right you may have under applicable law.

All cancellation and refund requests must:

• be submitted in writing by the Client;
• clearly outline the reason for the request;
• identify the services in question;
• and include any supporting information relevant to the review.

To ensure operational clarity and timely review, refund requests must be submitted within a maximum period of six (6) months from the original service commencement date. Requests submitted beyond this timeframe will not normally be considered.

This time limit does not affect your statutory right to cancel within 14 calendar days of the contract being formed, any other statutory right under applicable law, or your right to bring a claim for breach of contract within the applicable limitation period.

French Connections HCB will review all written requests in good faith and respond within a reasonable commercial timeframe.

7. Service Recovery Commitment

French Connections HCB is committed to maintaining a professional, supportive, and solutions-oriented Client experience.

Where service expectations are not met, French Connections HCB will seek, where reasonably appropriate, to resolve concerns through:

• escalation review,
• additional support,
• reassignment of a Team member where appropriate,
• corrective action plans,
• or goodwill accommodations where commercially reasonable.

The objective is always to seek practical resolution and constructive support before refund discussions arise.

8. Client Responsibilities

Clients are expected to:

• provide accurate and timely information;
• respond to requests within reasonable timelines;
• supply required documentation;
• and communicate respectfully with all Team members and partners.

Refund requests may be denied where delays or disruptions result from incomplete, inaccurate, or withheld information.

Note: If a Client is unresponsive for more than thirty (30) consecutive days or fails to provide information or documentation reasonably required to progress the engagement, French Connections HCB reserves the right to pause, reschedule, close, or re-scope the engagement. Any refund will be assessed in accordance with this Policy.

9. Refund Review Process

All refund requests must:

• be submitted in writing to info@hcbserviceslimited.com;
• clearly outline the concern;
• include supporting documentation where relevant.

French Connections HCB will review requests within fourteen (14) business days and share an update on the claim.

Where a refund is due under the statutory 14-day cancellation right, it will be processed within 14 calendar days of the cancellation being received. For discretionary and goodwill refunds assessed outside the statutory period, approved amounts will normally be processed within 30 calendar days of the approval decision, subject to banking systems and international transfer timing, and in the original invoiced currency where reasonably possible. French Connections HCB shall not be responsible for exchange-rate fluctuations occurring between the date of payment and the date of refund.

Where VAT has been charged, any refund will be calculated on the VAT-inclusive amount paid. Non-refundable third-party costs will be deducted at the amount actually incurred, including any VAT or local taxes that we are unable to recover.

10. Good Faith & Fairness

French Connections HCB values long-term relationships and reputation. This policy is intended to balance:

• fairness to Clients,
• operational realities,
• third-party costs,
• and the professional time and expertise invested by the Team.

11. Dispute Resolution

We always aim to resolve concerns directly and to your satisfaction. If you feel we have not done so, we will provide you with details of a certified Alternative Dispute Resolution provider who may be able to help, and let you know whether we are able to participate in that process.

If you are resident outside the United Kingdom and your dispute is cross-border in nature, the European Consumer Centre network may also be able to assist. Details of the relevant national contact point are available through the European Commission's consumer redress pages.

Your right to refer a dispute to the courts is not affected by anything in this Policy.

12. Policy Updates

French Connections HCB reserves the right to update this policy periodically to reflect operational, legal, or regulatory changes.