Refund & Payment Policy
This Refund Policy applies to all services provided by Workugo, including immigration services, credentialing services, hiring and workforce mobility services, and related digital or professional services.
By purchasing any Workugo service, you confirm that you have read, understood, and agreed to be bound by this Refund Policy and the Workugo Terms & Conditions.
1. Governing Framework
Refunds are governed by:
- this Refund Policy;
- Clause 5.4 (Refunds) of the Workugo Terms & Conditions; and
- any service-specific terms attached to the purchased service (Purchase Order).
Where conflicts arise, the service-specific terms shall prevail.
Nothing in this Refund Policy shall limit any statutory rights that cannot be waived under the applicable laws.
2. Non-Refundable Fees (External Costs)
Workugo generally charges fees for its own professional services. However, where Workugo collects or facilitates payment of certain third-party or governmental fees on behalf of a client, such costs are pass-through costs and are strictly non-refundable under all circumstances, as they are outside Workugo’s control.
Such costs may include, without limitation:
- government fees (including immigration or regulatory authorities such as IRCC),
- fees charged by credentialing or licensing bodies,
- trade assessments and credential evaluations,
- examinations, testing, or certification fees,
- translation, courier, medical, biometric, background check, or similar external services.
Any such fees, if collected, remain non-refundable regardless of outcome, delay, refusal, withdrawal, change in law or policy, or change in the client’s circumstances.
3. Immigration Outcomes
Immigration outcomes are not guaranteed.
Refusals, rejections, delays, or adverse decisions issued by immigration authorities do not entitle the client to a refund.
Refunds will not be granted where Workugo has delivered services in accordance with the agreed scope and based on information provided by the client.
4. Digital & Professional Services – Right of Withdrawal
By purchasing digital or professional services that begin immediately, including but not limited to:
- credentialing services,
- document review or verification,
- eligibility assessments,
- application preparation or assistance,
- advisory or consulting services,
You expressly request early fulfilment of the service.
Once such a service has been fully performed, you acknowledge and agree that:
- Your 14-day statutory right of withdrawal is waived, in accordance with applicable consumer protection laws; and
- No refund will be issued for completed services.
Where a service is partially performed and cancellation is permitted, any refund (if applicable) will be prorated based on work completed, less administrative costs.
5. Refund Eligibility (Limited Circumstances)
A refund may be considered only in the following limited situations:
5.1 Service Not Started
If you cancel in writing before Workugo has commenced substantive work on your case, you may be eligible for a partial refund, less reasonable administrative and processing fees.
5.2 Duplicate or Erroneous Payment
If a duplicate payment is made in error, the duplicate amount may be refunded or credited, at your request.
5.3 Material Failure to Deliver a Contracted Service
If Workugo fails to deliver a core contracted service due solely to an internal error (excluding external authorities or third parties), a pro-rated refund may be issued at Workugo’s discretion.
6. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
- Change of mind after service commencement
- Client withdrawal, abandonment, or non-cooperation
- Failure to provide accurate or timely information
- Missed deadlines caused by the client
- Services already delivered or completed
- Delays, law changes, policy updates, or processing times imposed by authorities
- Outcomes dependent on third-party or government decisions
7. Refund Request Procedure
To request a refund, you must:
- Submit a written request to [email protected]
- Include proof of payment and service details
- Submit the request within 14 days of the event giving rise to the request
Workugo will acknowledge receipt within 5 business days and assess the request in accordance with this policy.
8. Refund Processing
Approved refunds are processed to the original payment method
- Processing time: up to 30 calendar days from approval
- Bank or payment-provider delays are outside Workugo’s control
- Administrative fees may be deducted where applicable
9. Discretion & Exceptions
Workugo reserves the right to assess refund requests case-by-case in exceptional circumstances. Granting a refund in one instance does not create precedent or obligation.
All refund decisions by Workugo are final.
10. Policy Updates
Workugo may update this Refund Policy at any time. Updates apply prospectively and will be published on the Workugo website. Continued use of services constitutes acceptance of the updated policy.
Contact
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