Refund & Cancellation Policy
Last updated: May 2026 · How cancellations and refunds work for Empireoe services.
1. Overview
This Refund & Cancellation Policy explains how cancellations and refunds work for paid services purchased from Empire Overseas Education. It should be read together with our Terms of Service. By paying for any service you agree to this policy. All fees are quoted in the currency shown at checkout and are inclusive of applicable taxes.
2. Free initial consultation
Your first counselling consultation is free of charge. No payment is taken for it, so there is nothing to refund. You only pay once you choose to engage a specific paid service, the scope and price of which are confirmed to you in writing beforehand.
3. Our service fees
Paid services — such as application support, document preparation, premium counselling, and visa guidance — are disclosed to you in writing, with an itemised price, before any payment is requested. There are no hidden charges. A fee is only collected after you confirm you wish to proceed.
4. Cancelling a service
You may cancel a paid service at any time by emailing payments@teamempire.org from your registered email address. Your cancellation takes effect once we acknowledge it in writing. The refund you are eligible for depends on how much of the work had already been carried out at that point (see section 5).
5. Refund eligibility
Full refund: 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. Pro-rata refund: 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. Non-refundable: fees for services already rendered — counselling sessions delivered, applications submitted, or documents prepared or reviewed — are non-refundable, because the work has been completed.
6. 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 (universities, governments, test providers). These are governed by the relevant organisation's own policies and, once remitted on your behalf, are generally non-refundable by Empire Overseas Education. Where a third party offers a refund, we will help you request it directly from them.
7. How to request a refund
Email payments@teamempire.org with your full name, registered email, the payment reference or receipt, and the reason for your request. We acknowledge every refund request within 2 business days and tell you whether it is approved under section 5, along with the amount.
8. How refunds are paid
Approved refunds are 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.
9. Disputes and chargebacks
If you are unhappy with a charge, please contact us at payments@teamempire.org first — we aim to resolve every concern fairly and quickly under this policy. Raising a chargeback before contacting us can delay resolution, as the funds are then held by the payment network pending the dispute.
10. Changes to this policy
We may update this policy from time to time. The "last updated" date below 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 cancellations or refunds, contact payments@teamempire.org or write to Empire Overseas Education, Dubai, United Arab Emirates.
Questions about a payment or refund? Email payments@teamempire.org