Refund & Cancellation Policy
At The Grant Guidance Group, we know that entrusting someone with your citizenship, passport, or vital records paperwork requires trust — and that trust includes knowing where you stand if your plans change. This policy explains, in plain language, what happens if you need to cancel or request a refund after paying for services.
If anything here is unclear, contact us at info@thegrantguidancegroup.com or (704) 243-9484 before you pay — we're happy to walk through it on your free consultation call.
Free Consultation
Your initial consultation is free of charge. Nothing is owed, and nothing needs to be refunded, unless and until you choose to engage us and make a payment.
Two Types of Fees
It's important to understand that a single payment to us may include two different things, which are treated differently under this policy:
Our Service Fee — what you pay The Grant Guidance Group for our time, guidance, document preparation, and coordination on your behalf.
Third-Party / Government Fees — passport fees, vital record certificate fees, registry fees, courier or delivery charges, notarization or apostille fees, and similar costs charged by an embassy, consulate, government ministry, or vital records office. These are pass-through costs — we collect them on your behalf and forward them to the relevant office; we do not set them and do not retain them as revenue.
Cancelling Before Work Begins
If you cancel within [X] business days of payment, and before we have begun preparing, reviewing, or submitting any part of your case, you will receive a full refund of our Service Fee, less a [$__ / __%] non-refundable administrative fee to cover processing and account setup.
Cancelling After Work Has Begun, But Before Submission
Once we've started active work on your case — reviewing your documents, preparing an application, corresponding with a registry office on your behalf, or scheduling an appointment — but before anything has been formally submitted to a government agency, embassy, consulate, or vital records office, you may still cancel. In this case:
You will receive a partial refund of our Service Fee, reflecting the portion of work not yet completed.
The refundable amount will be calculated based on the stage reached (see our internal service-stage schedule, available on request) and is at The Grant Guidance Group's reasonable discretion.
The administrative fee described in Section 3 is not refundable.
Cancelling After Submission to a Government Agency
Once your documents or application have been formally submitted to a government office — a passport authority, embassy, consulate, or vital records registry — our Service Fee becomes non-refundable. At that point, we have completed the work you engaged us to do: preparing and submitting your case correctly and on your behalf. What happens next is in the hands of that government office, not us.
Any Third-Party/Government Fees already forwarded to a government office are subject to that office's own refund rules, not ours. We are not able to guarantee, expedite, or override a refund from a foreign government agency. If a government office does issue a refund of fees we forwarded on your behalf, we will pass that refund on to you promptly, less any transfer costs.
No Guarantee of Outcome
Our Service Fee pays for our professional guidance, document preparation, and coordination — it is not a guarantee that any application will be approved, or approved within a particular timeframe. Approval decisions are made solely by the relevant foreign government agency. Because our obligation is to perform the service competently and submit your case correctly, a denial, delay, or unfavorable decision by a government office is not, by itself, grounds for a refund once your case has been submitted (see Section 5).
Exceptional Circumstances
We understand that serious, unforeseen situations — such as a death in the family or a significant medical event — can make it impossible to continue. In these cases, contact us directly. We will review such requests on a case-by-case, good-faith basis, outside the standard schedule above.
How to Request a Cancellation or Refund
Email info@thegrantguidancegroup.com with your name, the service you engaged us for, and the reason for your request.
We will confirm receipt within [2] business days and let you know which stage your case has reached and what, if anything, is refundable.
Approved refunds are issued to your original payment method within [10–14] business days.
Rescheduling Is Not Cancellation
If you simply need to pause, delay, or reschedule your case (for example, while you locate a missing document), let us know — this is not treated as a cancellation and does not trigger this policy. Your file stays open and your fees stay applied to your case.
This policy is a general statement of our business practices and is provided for informational purposes. It is not a substitute for the specific written engagement agreement you will sign before any paid work begins, which will govern in the event of any conflict. The Grant Guidance Group is not a law firm and does not provide legal advice — see our Non Attorney Legal Disclosure.
Last updated: [August 24, 2026]