Return & refund policy.

Free advisory work.

Our discovery calls, pathway reports, scholarship coaching, application support and visa coaching are provided at no cost to students. There is nothing to refund. You can end the engagement at any time by emailing your advisor — we will hand over your file in PDF form within seven working days and that is the end of it.

Pass-through service refunds.

If you have asked us to arrange a third-party service on your behalf (typically sworn document translation, courier of certified copies overseas, or notarisation), refunds depend on what the third-party supplier has already done:

• Before work begins: 100% refund within 7 days of payment, less any non-refundable bank charges.
• Work in progress: partial refund pro-rated against the supplier's published completion stages.
• Work completed and delivered: no refund, since the service has been performed.

We do not add a Zestplex margin to pass-through services, so any refund you receive matches the supplier's refund to us.

Premium services (where applicable).

For students who engage us for premium services beyond our standard free advisory work — for example, bespoke scholarship essay coaching at a flat-fee package — the following applies:

• 14-day cooling-off period from the date of payment, during which a 100% refund is available less work already completed.
• After 14 days, refund is pro-rated against deliverables completed.
• If we fail to deliver agreed services on the agreed timeline, you are entitled to a full refund of the affected service.

University deposits and government fees.

If you have paid tuition deposits, visa application fees or scholarship registration fees directly to a university, government body or third party, refunds are governed by that organisation's published policy. Zestplex cannot refund money paid to a third party.

We will, however, assist you in pursuing refunds where there is a legitimate ground (for example, visa refusal triggering a tuition refund clause in your university's terms). This assistance is part of our standard advisory service and incurs no additional fee.

How to request a refund.

Email [email protected] with the subject line "Refund request — <your name>". Include the date of payment, the receipt or invoice number, and a short note on the reason. We respond within three working days and process approved refunds within ten working days to the original payment source.

Disputes.

If you are not satisfied with our handling of a refund request, escalate to our managing advisor at [email protected]. We commit to acknowledge within two working days and conclude an internal review within fifteen working days. Unresolved disputes are subject to the governing-law clause of our terms and conditions.