Refund Policy

This policy explains how our staged payment structure works, which payments arise at each stage, and what happens if your application is refused or you choose to cancel. If you have questions before you pay, please contact us — we're happy to give you a straight answer before you commit.

1. How Our Milestone Payments Work

We structure our fees across milestones so that the final and largest payment only arises once your application is approved. You are never charged the final milestone if your application is refused — that payment simply does not arise.

Our milestone pricing is designed to reflect the work we perform at each stage. Once work has commenced on a milestone, the fee for that milestone is non-refundable. If a milestone payment has been made but work has not yet started, we will refund that payment on written request.

2. Our Staged Payment Model

New application — 3 milestones

Milestone	Amount	When charged	Refundable?
Milestone 1 — Open your case	€400	At the start, when you open your case	Non-refundable once work commences
Milestone 2 — Ready to submit	€400	When documents are prepared and ready for submission	Non-refundable once work commences
Milestone 3 — On approval	€699	Only once your application is approved	Never charged if refused

Renewal — 2 stages

Stage	Amount	When charged	Refundable?
Stage 1 — Open your renewal	€300	At the start, when you open your renewal case	Non-refundable once work commences
Stage 2 — On approval	€399	Only once your renewal is approved	Never charged if refused

3. What Happens if My Application Is Refused?

If the Spanish consulate refuses your application, the final approval-stage payment is never charged: Milestone 3 (€699) for new applications and Stage 2 (€399) for renewals. These amounts do not arise at all — they are not charged and no refund situation occurs.

Any milestone payments already made prior to a refusal are non-refundable. These fees reflect the substantial professional work already carried out on your case up to that point.

Following a refusal, our team will review the consulate's decision and advise you on available options, including reapplication or requesting a review of the decision, at no additional charge for this assessment.

Refusals caused by inaccurate, fraudulent, or incomplete information provided by the client do not affect our right to retain all fees already paid.

4. Cancellation Before Work Commences

If you wish to cancel your engagement before work has commenced on a milestone, please notify us in writing by email to hello@myspanishnlv.com as soon as possible.

• If work has not yet commenced on a milestone for which you have paid, we will refund that payment.
• Work on Milestone 1 commences as soon as we begin your eligibility assessment and document checklist preparation, typically within 1–2 working days of payment. A refund of Milestone 1 is therefore only possible if you cancel before we have started this work.
• If you cancel after work has commenced on a milestone, that milestone fee is non-refundable and any subsequent milestones will not be charged.

5. Abandonment and Failure to Engage

If you fail to respond to our team's communications for a period of 30 days or more, fail to provide required documents, or otherwise cause your case to stall or lapse, the milestone fees already charged remain non-refundable. We will make reasonable efforts to keep your case active, but we are not responsible for delays or non-progression caused by your failure to engage or provide information.

6. Government Fees (Tasas)

The Spanish consulate application fee (tasa) is paid directly by you at your consulate appointment. This fee is set by the Spanish authorities, is not included in our service fee, and is not refundable by us. Any question of reimbursement from the Spanish authorities is entirely at their discretion and outside our control.

7. Third-Party Costs

Costs incurred on your behalf with third-party providers during case preparation — including official sworn translations, notarisation, and apostilles — are non-refundable once instructed. These involve contracted external service providers whose fees are committed on your behalf.

8. Health Insurance

Health insurance arranged through any provider — including our partner providers 247 Expat Insurance and Spanish-HealthInsurance.com — is governed entirely by that provider's own cancellation and refund policy. My Spanish NLV has no involvement in or responsibility for insurance refunds. Any request for a refund of insurance premiums must be made directly to the relevant insurer in accordance with their terms.

9. Billing Queries

If you have a question about a charge or believe a payment was taken in error, please contact us at hello@myspanishnlv.com with your case reference number and a description of the issue. We will acknowledge billing queries within 2 working days.

10. Disputes

If you are dissatisfied with how your case was handled, please contact us in the first instance. We take complaints seriously and will make every effort to resolve them directly. If a dispute cannot be resolved, it is subject to the governing law and jurisdiction set out in our Terms & Conditions — namely the courts of England and Wales.

11. Changes to This Policy

This policy applies to cases opened on or after the date shown at the top of this page. We may update this policy from time to time. The version in effect on the date you open your case applies to that case.

12. Contact

For any questions about this refund policy, please contact us at hello@myspanishnlv.com or visit our contact page.

Retail Consulting UK Ltd
Company No. 06711242
211 Manchester New Road
Manchester M24 1JT
United Kingdom