Refund Policy
Last updated 12 August 2026 · Version 2.0
This policy explains when fees are refundable. It sits alongside our Terms & Conditions and your Service Agreement. Section 3 sets out a statutory right to cancel that applies regardless of anything else in this policy.
1. Scope and precedence
1.1 This Refund Policy applies to fees you pay to Freemove for consultation, advisory and application-support services.
1.2 Where this policy conflicts with your Service Agreement, the Service Agreement prevails — except that neither can reduce the statutory rights described in section 3, which prevail over both.
1.3 Terms defined in our Terms & Conditions have the same meaning here.
2. At a glance
This table is a summary only. The sections that follow govern.
| Situation | What happens to your fee |
|---|---|
| You cancel within 14 days and we have not started | Full refund |
| You cancel within 14 days and you asked us to start | Refund less a proportionate amount for work actually done |
| You cancel after 14 days | Refund of fees for stages not yet started; fees for completed stages are retained |
| We cannot proceed, or we withdraw without fault on your part | Refund of fees for work not performed |
| A route closes or the law changes before we complete | Refund of fees for work not performed |
| Your application is refused after we performed the agreed work | No refund of our fee (see section 8) |
| We terminate because you gave false information or documents | No refund |
| Government or third-party fees | Refunded only if unspent (see section 7) |
3. Your right to cancel within 14 days (consumers)
3.1 If you are a consumer and you contracted with us at a distance — online, by telephone, or through a messaging app — you may withdraw from the contract within 14 days of the day it was concluded, without giving a reason and without penalty. DIRECTIVE 2011/83/EU; SLOVAK ACT NO. 102/2014 COLL.
3.2 To cancel, send us a clear statement before the 14 days expire. An email to info@freemove.work is enough. You may use the model form annexed to our Terms & Conditions, but you are not required to. It is enough that you send your notice before the deadline.
3.3 If we have not started work, you receive a full refund.
3.4 If you expressly asked us to start work during the 14-day period and you then cancel, you pay only a proportionate amount for the work actually performed up to the moment you told us. We refund the balance. You do not forfeit the whole fee.
3.5 We will explain, on request, how the proportionate amount was calculated by reference to the stages in section 4.
3.6 This right ends only once the service has been fully performed, and only where performance began at your express request and you acknowledged that the right would end on completion.
3.7 Nothing elsewhere in this policy limits this section.
4. How our fees are earned
4.1 So that refunds can be calculated fairly, paid engagements are divided into stages in your Service Agreement. A stage becomes chargeable when it is started, and fully earned when it is completed.
4.2 A typical structure is set out below. Your Service Agreement will state the actual stages and the proportion of the fee allocated to each.
| Stage | Share of fee |
|---|---|
| Detailed eligibility assessment and route strategy | 0% |
| Document checklist, review and preparation of supporting evidence | 10% |
| Completion of forms and compilation of the application | 30% |
| Submission, appointment booking and liaison with the authority | 30% |
| Post-submission follow-up until decision | 30% |
4.3 We keep records of work performed and will provide a summary on request.
5. If you cancel after the 14-day period
5.1 You may end the engagement at any time by written notice.
5.2 Fees allocated to stages already completed are retained. Fees allocated to stages not yet started are refunded.
5.3 For a stage in progress, we retain a proportionate amount reflecting the work done and refund the balance.
5.4 We will return your original documents within 30 days and provide a written summary of the status of your matter so another adviser can continue it.
6. If we cannot proceed
6.1 We refund fees for work not performed where:
- we withdraw from the engagement for reasons not attributable to you;
- we determine after starting that you are not eligible for the route and we did not identify this when we reasonably could have;
- we fail to perform an agreed stage within the agreed timeframe and do not remedy this within a reasonable period after you tell us; or
- we lose the ability to act in the relevant jurisdiction.
6.2 Where a failure on our part caused you loss beyond the fee, clause 16 of our Terms & Conditions applies. This policy governs the fee only.
6.3 Where a matter is transferred between our group entities, this is not a termination and no refund arises; the engagement continues on the same terms.
7. Government fees and third-party costs
7.1 Government and authority fees are set by those bodies. Where you pay them directly, any refund is a matter for the authority and is generally not available, whatever the outcome.
7.2 Where we collect a government fee from you and have not yet paid it to the authority, we refund it in full.
7.3 Costs already incurred with third parties — translation, certification, legalization, apostille, courier, medical examinations, licensed local partners — are not refundable once incurred, because we have already paid them. We will provide evidence of these costs on request.
7.4 Where we introduced you to a lawyer, translator or other partner who contracts with you directly, their refund terms are theirs, not ours. We will tell you what those terms are before you commit.
8. Refusals and unsuccessful applications
8.1 Decisions are made by government authorities exercising their own discretion. A refusal does not, by itself, entitle you to a refund of our fee, because our fee pays for the work of preparing and presenting your application, not for a particular result. This reflects clause 6 of our Terms & Conditions.
8.2 You may be entitled to a refund where the refusal was caused by our failure to perform the agreed work — for example a missed deadline, or an omission from the application that we were engaged to prevent. Section 6 applies.
8.3 Where your Service Agreement includes a reapplication, appeal or re-submission provision, that provision applies instead of a refund.
8.4 We do not operate a money-back guarantee, and you should treat any competitor’s promise of guaranteed approval with caution. See our Anti-Fraud & Scam Warning.
9. Where no refund is due
9.1 We do not refund fees where we terminate because you:
- provided false or misleading information or documents;
- asked us to act unlawfully or to mislead an authority; or
- failed for 7 days to respond or supply documents needed to proceed, after written reminder.
9.2 In the third case we will refund fees for stages not started, because the failure did not cause us to perform that work.
10. Route closures, rule changes and force majeure
10.1 If a route closes, quotas are exhausted, or the law changes so that your application can no longer proceed, we refund fees for work not performed. Fees for work already completed are retained, because that work was performed properly at the time.
10.2 The same applies where performance becomes impossible through an event beyond our reasonable control, as described in clause 17 of our Terms & Conditions.
10.3 Where feasible we will offer to apply the retained fee to an alternative route instead of refunding it. The choice is yours.
11. Free consultations
11.1 Initial consultations are free, so no payment and no refund arise.
11.2 If you were ever charged for what was presented as a free consultation, tell us and we will refund it in full.
12. How to request a refund
12.1 Send a written request to info@freemove.work, or use the details on our Contact page. Please include your name, your agreement reference, the date of payment, and the reason for the request.
12.2 We will acknowledge within 7 business days.
12.3 We will give you a decision, with a written explanation of how any amount retained was calculated, within 30 days of receiving your request.
13. How refunds are paid
13.1 Refunds are made to the same payment method and the same account you paid from, unless you agree otherwise in writing.
13.2 We do not charge a fee for making a refund. Banking commissions and fees for the transfer itself is covered by you.
13.3 Refunds under section 3 are paid within 14 days. Other refunds are paid within 30 days of our decision.
13.4 Refunds are made in the currency you paid. We are not responsible for movements in exchange rates between payment and refund, or for fees charged by your own bank or card issuer.
13.5 We do not refund to a third party or to an account in a different name, for anti-fraud reasons.
14. If you disagree with our decision
14.1 Tell us first. Write to info@freemove.work and we will review the decision through the complaints procedure in clause 18 of our Terms & Conditions.
14.2 If we cannot resolve it and you are a consumer, you may refer the matter to alternative dispute resolution:
Slovenská obchodná inšpekcia (Slovak Trade Inspection)
Ústredný inšpektorát SOI, Bajkalská 21/A, 827 99 Bratislava
https://www.soi.sk
14.3 If you live elsewhere in the EEA, your national ADR body can be found through the European Commission’s consumer redress pages, and the European Consumer Centres Network (ECC-Net) assists with cross-border complaints.
14.4 Using ADR is voluntary and does not affect your right to bring court proceedings.
14.5 Please raise a dispute with us before initiating a card chargeback. A chargeback started while our review is still open does not affect your statutory rights, but it may delay resolution and we may suspend work until it is concluded.
15. Contact
FREEJOB s.r.o.
Klincová 35, Bratislava, Ružinov 821 08, Slovakia
Refunds: info@freemove.work
Complaints: info@freemove.work
Telephone: +421 940 918 785