Refund Policy

This policy explains when you can cancel an order placed on myeresidency.com and how refunds work. It is part of our Terms of Service.

Before you pay

Quotes are free and without obligation. If you do not accept a quote, you pay nothing and there is nothing to cancel.

Your 14-day right to cancel

If you are a consumer, you can cancel within 14 days of payment without giving a reason.

• If we have not started work, you receive a full refund.
• If you asked us to start work within those 14 days, we deduct the value of the work already done and any official fees already paid on your behalf.

When you get a full refund

• We cannot provide the service you paid for.
• We cannot start your case for a reason that is not caused by you.
• You were charged twice or charged the wrong amount.

What cannot be refunded

• Official fees already paid to authorities, notaries, translators or other third parties on your behalf.
• Work already completed at your request.
• Refusals by an authority, bank or consulate: these decisions are outside our control, so the service fee for work done is not refunded (see the Terms of Service).

How to request a refund

Email [email protected] with your order number (for example MER-AB12CD) and the reason. We reply within 5 working days.

How you are refunded

Refunds are paid through PayPal to the account or card you paid with, usually within 14 days of our confirmation. Depending on your bank it can take a few more days to appear.

Complaints

Not happy with our answer? You can use the Livro de Reclamações (Portuguese complaints book) or contact the consumer arbitration centre CNIACC.