Last updated: 12 July 2026
This policy explains how to cancel or reschedule a paid consultation with Novuo Immigration Services and when a refund may be issued. It sits alongside our Terms & Conditions and applies to all consultation bookings made through this website.
01.Rescheduling
We understand plans can change. You may reschedule a confirmed consultation free of charge if you give us at least 24 hours' notice before the scheduled start time (Europe/Dublin).
- Requests made with less than 24 hours' notice are treated as late cancellations (see below).
- Each booking may be rescheduled once free of charge; a second reschedule may attract a small administrative fee.
- To reschedule, reply to your confirmation email or contact us at info@novuoimmigration.ie.
02.Cancellation by you
- More than 24 hours' notice — full refund of the consultation fee, or you may keep the fee as a credit valid for 90 days.
- Less than 24 hours' notice — the consultation fee is non-refundable, as time has already been reserved for you.
- No-show — where a client does not attend the consultation and has not notified us in advance, the fee is non-refundable and the appointment is treated as delivered.
03.Cancellation by Novuo
If we need to cancel or reschedule a consultation (for example due to consultant unavailability), we will offer you the earliest available alternative time or a full refund of the consultation fee, at your choice.
04.Statutory right of withdrawal
Under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, consumers based in the EU normally have a 14-day right to withdraw from a distance service contract.
By booking a consultation with a scheduled start time within 14 days of purchase and confirming the tick-box at checkout, you expressly request that the service begins before the end of the withdrawal period and acknowledge that you will lose the right of withdrawal once the consultation has been fully performed. Where the consultation has not yet taken place, the standard cancellation terms above apply.
05.Consultation credits
If you subsequently engage Novuo for a full immigration matter within 90 days of a paid consultation, the consultation fee will be credited in full against the professional fee for that engagement, as set out in your engagement letter.
06.Government and third-party fees
Government application, biometric, embassy, visa and translation fees are payable directly to the relevant authority and are not part of Novuo's professional fee. These fees are set by third parties and are non-refundable by Novuo. Refund requests in respect of such fees must be directed to the relevant authority in accordance with their own policies.
07.How to request a cancellation or refund
Send an email to info@novuoimmigration.ie including:
- Your full name and consultation reference number.
- The scheduled date and time of your consultation.
- Whether you wish to reschedule, cancel or request a refund.
Approved refunds are processed within 14 days to the original payment method.
08.Complaints
If you are unhappy with how a cancellation or refund request has been handled, please see our Complaints Procedure.
09.Contact us
If you have questions about this document, please contact us:
Phone
+353 (0) 89 972 4556
Office address: Novuo Immigration Services, 53 Cois Croinn, Saltown, Dundalk, Co. Louth, A91 X952, Ireland. You can also reach us via our contact page.