Refund Policy

1. All Sales Are Final

All payments are final and non-refundable once received, whether or not you ultimately use the service. Coordination is time-sensitive: payment triggers provider engagement, appointment booking, and case review, and those resources are committed on your behalf the moment you check out.

2. Before You Pay

If you are unsure whether a service fits your situation, or you have questions about scope, timelines, or what’s included, please talk to a coordinator on WhatsApp before paying. We’re happy to confirm details so you can buy with confidence.

3. What Our Fee Covers (and What It Doesn’t)

Our fee covers OnCallColombia’s coordination and support. Unless explicitly stated otherwise, it does not cover government fees or third-party costs, including:

• Migración, study, and approval fees
• Apostille / legalization and Cancillería fees
• Courier, postage, and document handling
• Laboratory fees, medical prescriptions, and translations

These are passed through or paid directly by you and are outside the scope of any refund, as they are charged by third parties.

4. If We Can’t Deliver

If a provider becomes unavailable or an issue arises on our side, we will offer an alternative solution of equal or greater value in scope. We do not provide cash refunds, but we will always make it right by completing the service or substituting an equivalent one.

5. Client Delays & Inactive Cases

Many services depend on information and documents only you can provide. If a service cannot proceed because of incomplete information, missed appointments, or non-response, the fee is not refundable.

We want to finish your case, and in the ordinary course we will pick up exactly where we left off as soon as you’re ready. We cannot, however, hold a case open indefinitely. If we have asked you for information, documents, authorization, a required third-party or government fee, or another action needed to continue, and we do not hear back within 30 days, we may place your engagement on hold. After 60 days of inactivity we may administratively close it, as described in Section 6 of our Terms of Service.

Administrative closure is not a failure by us to perform and does not create a right to a refund for work already done or resources already committed on your behalf. You are welcome to come back — reopening a closed engagement may require updated documents, additional fees, or a new engagement if requirements have changed in the meantime.

6. Chargebacks

Because coordination begins immediately and fees are non-refundable by agreement, please contact us first if you have any concern about a charge — we resolve issues quickly and fairly. This policy forms part of our Terms of Service.

7. Contact

Questions? Talk to a coordinator on WhatsApp.