Refund and Cancellation Policy

1. Scope

This Policy applies to payments made to IGS for:

• visa consultation and related professional fees;
• custom software, website, design and maintenance work;
• subscriptions, licences and in-app or online digital features we operate;
• any other service invoiced by us and paid through PayHere, bank transfer or another method we accept.

Payments collected by Apple, Google or another app store are handled under that store’s rules (see Section 9). Official fees paid to a government, university, hospital, insurer or airline are not IGS service fees and follow that third party’s own refund rules.

By completing a payment you confirm that you have read this Policy together with our Terms and Privacy Policy.

2. What we sell

We sell services and access. We do not promise a visa approval, a university place, a number of customers, or any other personal or commercial outcome. Dissatisfaction with an outcome that was never guaranteed is not, by itself, a ground for a refund.

3. Prices and billing

Prices are quoted in Sri Lankan Rupees unless we state otherwise and include taxes applicable at the time of purchase unless the invoice says they are extra. Recurring subscriptions renew automatically at the end of each paid period until you cancel. Your bank may add currency-conversion or cross-border charges; those are not received by us and are not refunded by us.

4. Visa and professional service fees

4.1 Our service fee

A refund of IGS’s own consultation or professional fee is given only as follows:

4.2 Third-party fees

Embassy, university, medical, insurance, examination, courier, translation and airline charges are paid to those organisations. Once paid or submitted on your instruction they are not refundable by IGS. You must claim any refund directly from that third party. A visa refusal, delay or extra-document request does not create a refund of those fees or of work we have already done, unless we failed to perform the service we sold.

5. Custom software and project work

Deposits and milestone payments for custom work are applied to work performed. A milestone that has been delivered and accepted (or deemed accepted after a review period stated in the proposal) is not refundable. If you cancel a project mid-way we invoice for work done up to the cancellation date, using the agreed rates or a reasonable proportion of the fixed fee, and refund any unused prepayment above that amount.

Third-party licences, domains, hosting, app-store fees and purchased assets are refunded only if the vendor refunds us.

6. Digital products and subscriptions

Paid features are activated when PayHere (or the relevant store) confirms success — normally within seconds and in ordinary cases within one (1) hour. If payment succeeds but access is not granted within twenty-four (24) hours, contact us. We will activate the service or refund that payment.

6.1 How to cancel

You may cancel a subscription at any time, without a cancellation fee. Cancel in the product (account or subscription settings) or write to us from your registered e-mail. Cancellation stops the next renewal. Access continues until the end of the period already paid. Cancel at least twenty-four (24) hours before the renewal date shown to you. There is no pro-rata refund of an unused remainder after you cancel, because access continues for the rest of that period.

Deleting an account ends access immediately and does not create a refund. If you want billing to stop but wish to keep the account, cancel the subscription instead of deleting the account.

7. When a refund is given (all payment types)

8. When a refund is not given

Except where Sri Lankan law requires otherwise, no refund is payable for:

• change of mind after a professional service has started or after paid digital features have been used;
• forgetting to cancel before an automatic renewal whose date was available to you;
• the unused remainder of a period after your own cancellation or account deletion;
• a visa, admission or other third-party decision that is not a failure of our service;
• dissatisfaction with matches, sales, traffic or any other outcome we did not guarantee;
• suspension or termination for breach of our Terms or acceptable-use rules;
• simple non-use of a service you paid for;
• problems with your device, internet connection, or your bank declining a payment;
• bank, wallet or conversion charges levied by your own provider;
• free, gifted or promotional access, to the extent no payment was made;
• requests made more than thirty (30) days after the charge, other than an unauthorised transaction;
• third-party official fees already paid or submitted on your instruction.

9. Apple App Store and Google Play

If you paid through Apple or Google, that store collected the money. Their refund and cancellation rules apply. Cancel in your Apple ID or Google Play subscription settings. We can help you identify the transaction but we cannot refund a store payment ourselves.

10. How to request a refund

E-mail igs.edu.lk@gmail.com from the address we have on file, subject “Refund Request”, and include:

• your name, registered mobile number and e-mail;
• invoice number or PayHere Order / Payment ID;
• date and amount charged;
• the service or plan purchased;
• last four digits of the card or the wallet used — never the full card number, CVV, PIN or OTP;
• a short reason for the request.

We acknowledge requests within two (2) business days and give a written decision within seven (7) business days of receiving the information above. If we must investigate with PayHere or a bank we will tell you and update you at least every seven days.

11. How an approved refund is paid

Refunds go back to the original payment method through PayHere or the original bank channel. We do not pay cash, a different card, a third party, or store credit unless the original method is permanently closed and you prove that. We instruct PayHere within three (3) business days of approval. Card credits usually appear in seven (7) to fourteen (14) working days (up to twenty-one for some foreign cards). We refund the LKR amount charged. Exchange-rate movement is not compensated. Paid access for a refunded period is removed.

12. Failed, pending or duplicate payments

If your account is debited but the payment shows as failed or pending, it is often an authorisation hold. Banks usually release holds in seven (7) to ten (10) working days. If the debit remains after ten working days, contact us with the details in Section 10 and we will reconcile it with PayHere.

13. Chargebacks

Please contact us before filing a chargeback. If a chargeback is raised we will give PayHere and the bank the transaction record and evidence of delivery. An account with an open chargeback may be paused until the dispute is decided. If a chargeback is decided in our favour and was raised without contacting us first, we may recover the related bank charges and decline future payments from that customer.

14. Price changes

We may change prices. A change is announced at least fourteen (14) days before it applies, affects only future periods or new work, and never a period you have already paid. If you do not accept a new subscription price, cancel before the renewal date.

15. Personal data

Refund handling uses identity, contact and transaction data as described in our Privacy Policy and the PDPA. We do not see full card details. Financial records are kept for the statutory period even if you delete an account.

16. Statutory rights, law and disputes

Nothing in this Policy limits a right that cannot be limited by law, including rights under the Consumer Affairs Authority Act, No. 9 of 2003. This Policy is an electronic record under the Electronic Transactions Act, No. 19 of 2006. It is governed by the laws of Sri Lanka. Contact us first; if we cannot resolve the matter, the courts of Colombo have jurisdiction.

17. Changes

The current version is published on our website. Material changes are notified at least fourteen (14) days in advance where practicable. The version in force on the date of your payment governs that payment.

18. Contact

Refunds and cancellations: igs.edu.lk@gmail.com
Telephone: +94 11 295 0550 · WhatsApp: +94 71 394 9308
Hours: Monday–Friday, 9.00 a.m. – 5.30 p.m. (Sri Lanka time)
No. 358/A/1/1, Negombo Road, Welisara, Ragama 11010, Sri Lanka
https://www.igsolutions.lk