2Mig Refund & Cancellation Policy

Status: draft for legal and finance review — must not be published as-is Document version: `refunds/v3-draft` Effective date: to be set on publication Part of: the 2Mig Terms of Service

Note for the team. Every rule here has to be enforceable from the case journal without a human judgement call. If a clause cannot be decided from recorded events — stage reached, mandate granted, submission receipt, payment record — it is not a policy, it is a negotiation, and it will be applied inconsistently the first busy week. Two of those four do not exist yet. There is no payments module and no payment record, and the "start of work" event section 2 depends on has not been chosen — the nearest existing event is `ELIGIBILITY_EVALUATED`. Both are on the engineering checklist at the end of the Terms. This policy cannot be published against a system that cannot decide it.

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1. What you paid for

Your order confirmation states each amount separately:

• the government fee, if the destination charges one;
• any third-party fee — visa centre, courier, translation, insurance;
• the 2Mig service fee;
• taxes and currency conversion.

Two consequences follow, and they make this policy shorter than a competitor's:

A government fee is returned only while it is still with us. On routes where you pay the authority yourself — online or at an appointment — the receipt is in your name — there is no government money here for us to refund, withhold or lose. On routes where we buy the visa for you, the fee is inside our price and we hold it until we submit your application: cancel before we submit, and the government fee comes back to you in full, whatever stage your case has reached. Once the authority takes it at submission it is spent — our cost, and a cost cannot be returned. Either way, everything on this page is measured against our service fee. For some corridors the government fee is zero, in which case everything you paid us is our service fee.

We charge for work, not for an outcome. The service fee buys preparation, checks, and submission where the corridor allows it. It does not buy a visa, and its refundability depends on how much of that work has been done.

2. Before we start work

You may cancel and receive a full refund of the 2Mig service fee at any time before we begin preparing your case — that is, before `[NAME THE RECORDED EVENT: the first evaluation of your case against the corridor's requirements, or the first document review, whichever the product actually records]` appears in your case journal. You can see that event in the journal yourself.

3. After we start, before the application is lodged

You may cancel. The refund is `[INSERT APPROVED RULE: full refund / refund less a stated proportion for work completed / credit]`, less any third-party cost already incurred and disclosed to you — a translation ordered, a courier collected, an appointment fee paid to an operator. A government fee included in our price is not such a cost until we submit: before submission it is returned in full, separately from this rule (section 1).

Your order confirmation states the outcome for your corridor before you pay, not after you ask.

On the corridors open today you lodge the application yourself, so the moment of no return is in your hands, not ours: this section applies right up until you submit. On a corridor where we lodge for you, cancelling includes revoking your submission mandate, which you can do in the app in one action at any time before submission.

4. After the application is lodged

Once an application reaches an authority, our work is substantially done and the service fee is not refundable for a cancellation — you are asking us to stop work that is already finished.

Three sections override this one, and each returns money after lodging: section 5 (a first refusal), section 8 (a missed promised date), and section 6 (where the fault was ours). Every one of them is about an outcome or our own failure, not about you changing your mind — which is the distinction this section draws.

Government and operator fees are paid directly by you and are subject to that authority's or operator's own rules — typically non-refundable regardless of outcome. We do not control that and cannot recover them for you.

We keep, and will give you, the evidence of what was lodged and when.

5. Refusal

A refusal on your first application through us returns 60% of the 2Mig service fee. One guarantee per applicant, ever, across every route — the applicant is identified by passport number and date of birth, not by the account, so a new registration does not reset it.

We answer for the quality of what we prepare, not for the decision. Sixty percent, not all of it, is what that distinction costs: the work was done, the application was correct, and a consulate declined for reasons that were never ours to control. A second application does not carry the guarantee — we prove the point once.

The government fee and any visa-centre fee are never returned, and that holds whichever way the fee was paid. On routes where you pay the authority yourself, the receipt is in your name and we never held that money. On routes where we buy the visa and include the fee in our price, it is gone the moment the authority takes it — we cannot recover it, so we cannot return it.

Either way, the percentages on this page are a percentage of our service fee, never of the whole amount you paid.

### When this guarantee does not apply

• Information you gave us was untrue, or a document was forged.
• You did not attend the appointment, or arrived late.
• You declined a document we asked for as mandatory, and confirmed submission
• without it.
• A previous refusal by the same country was not disclosed when you filled in
• your details.
• The refusal was for reasons outside the application itself: an entry ban, a
• criminal record, a sanctions list.
• The application did not clear our own paid assessment.

Every one of these is decided from a recorded event and stated to you with the clause we relied on. A refusal to refund without a recorded ground is not possible — the decision is written from the case journal, not from a judgement call.

6. Where we are at fault

If we made the mistake, this policy is not a shield.

Where our error caused a refusal, a rejected submission or a missed deadline — wrong data we entered and you had no way to check, a document we lost, a submission we failed to make despite a valid mandate — we refund the service fee in full. Where the error caused you a third-party cost, `[INSERT APPROVED RULE: scope of compensation, and its cap]`.

We decide this from the case journal, and we state which recorded event we relied on. If you disagree with our reading, section 9 applies.

7. Where the delay is yours

We may be unable to continue or to meet an estimate if information, documents, your confirmation, an appointment or biometric enrolment are late or inaccurate.

If a case is dormant because a document we asked for has not arrived, we will remind you `[NUMBER]` times over `[PERIOD]`, and then tell you plainly that the case will be closed. A case is only closed for inactivity after we have said so and given you the deadline. On closure, the refund position is the one that applied at the stage the case had reached under sections 2–4.

We do not treat silence as consent to keep your money without saying anything.

8. Timing commitments

2Mig does not guarantee a visa decision. The consulate decides, and that was never ours to promise.

We do guarantee the date we give you. Your order confirmation names the delivery event and the promised date before you pay. If we miss it, we return 100% of the 2Mig service fee — and we still finish the case. You do not have to ask: the miss is detected from the case journal and the refund is raised automatically.

The remedy applies to our service fee only, never to a government or visa-centre fee.

### When this guarantee does not apply

• Documents, confirmations or biometric enrolment reached us later than the
• date we agreed with you.
• The consulate suspended intake for this visa type.
• Force majeure: closed borders, embassy staff withdrawn.

Consulate holidays, consular leave and the queue for an appointment are not exceptions. They are ours to have counted when we named the date. If we did not count them, the miss is ours.

`[ENGINEERING: the promised date, the automatic detection and the immutable claim log are specified in docs/product/trust-guarantees-spec.md §4-§6 and are NOT built. Until they are, no order confirmation may state a promised date, and this section describes a commitment the system cannot yet detect or honour.]`

9. How to ask, and how we decide

Write to `[SUPPORT EMAIL]` with your case ID.

We review the case journal, the submission receipt and the payment record, and give you a decision that states: the version of this policy applied, the amount, the reason, and the recorded events we relied on. If we decline, you get the reason, not a template.

Approved refunds go to `[ORIGINAL PAYMENT METHOD / APPROVED METHOD]` within `[TIMEFRAME]`, subject to your bank's processing time. We do not issue refunds as store credit unless you choose that.

Nothing in this policy limits your rights under the consumer protection law of the Republic of Kazakhstan.

10. Which version applies

The version in force when you paid — recorded with your case. A later version does not change the terms of a case already in progress.

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Open decisions blocking publication

1. Section 3: the refund rule for cancellation after work has started.
2. Section 6: scope and cap of compensation where we are at fault.
3. Section 7: reminder count and dormancy period, and the code that enforces
4. closure — the policy is not the mechanism.
5. Section 9: refund method and timeframe; depends on the payment provider.
6. Which corridors carry the guarantees. Spec §9 prices them per corridor: the
7. expected cost is near zero where refusals are rare and about a third of
8. revenue where they are not, so the refund share is a per-corridor parameter,
9. not a company-wide promise. This document states the two guarantees; which
10. routes offer them is a configuration decision that has not been made.
11. Section 5's paid assessment: the price, the "green status" threshold, and
12. whether the assessment exists as a product at all. It does not today.