Mutual respect
We commit to dealing with you respectfully and clearly, and we expect the same across all channels of communication with our team.
Official communication
All official updates about your file are sent by email and appear in your dashboard. Please rely on these channels only.
Response times
We aim to reply to messages within two working days. During peak periods close to deadlines this may take a little longer.
Ending the service
We reserve the right to end the service in cases of verbal abuse towards our team or submission of forged documents, subject to the published Refund Policy.
