Cancellation Policy
Last updated: October 2026 · How to cancel a paid Empireoe service.
1. Overview
This Cancellation Policy explains how you can cancel a paid service bought from Empire Overseas Education, and what happens to your payment when you do. Read it together with our Refund & Cancellation Policy and Terms of Service. By paying for any service you agree to this policy.
2. Free consultations
Your first counselling consultation is free of charge. No payment is taken for it, so you can cancel or skip it at any time at no cost.
3. How to cancel
You may cancel a paid service at any time by emailing payments@teamempire.org from your registered email address, with your full name, the service you want to cancel and your payment reference or receipt. Your cancellation takes effect once we acknowledge it in writing.
4. Cancelling before work starts
If you cancel a paid service before any work on it has begun and within 7 days of payment, we refund the fee in full.
5. Cancelling after work has started
Work that has already been delivered cannot be undone, so fees for it are non-refundable — counselling sessions delivered, applications submitted, or documents prepared or reviewed. The refund you are eligible for depends on how much of the work had been carried out when your cancellation took effect, as set out in section 5 of our Refund & Cancellation Policy.
6. If we cannot complete a service
If we are unable to complete a service for reasons attributable to us, we refund the portion of the fee corresponding to the work not yet delivered.
7. University, visa and other third-party fees
University application fees, visa, biometric and embassy fees, tuition deposits, English-language test fees and similar amounts are paid to third parties and follow their own cancellation rules. Once remitted on your behalf, they generally cannot be cancelled or refunded by Empire Overseas Education. Where a third party allows a cancellation or refund, we will help you request it directly from them.
8. Agency application credits
Partner agencies buy application credits on the agent portal. A credit purchase cannot be cancelled once the payment is confirmed: the credits are added to the agency's wallet, never expire, and are not refunded as cash. Credits are used only when a forward goes through — a forward that fails, or that duplicates one already sent, costs nothing — and resubmitting a case Empire Overseas Education sent back is free. If a charge looks wrong, email payments@teamempire.org.
9. When you get your money back
An approved refund is returned to the original payment method used for the purchase, within 5–7 business days of approval. Your bank or card issuer may take a few additional days to reflect the credit. We do not issue refunds in cash or to a different account or instrument.
10. Changes to this policy
We may update this policy from time to time. The "last updated" date above always reflects the current version, and material changes are communicated to active clients. Continued use of our paid services after a change constitutes acceptance of the updated policy.
11. Contact
For any question about cancelling a service, email payments@teamempire.org.
Want to cancel a service? Email payments@teamempire.org