Refund & Cancellation.
Effective and last updated: 15 August 2026.
This policy applies to purchases made directly from EB1 Portfolio Builder (EPB). Nothing in it removes or restricts consumer rights or remedies that apply under the law of your country or region.
1. Cancelling a recurring plan
You may cancel a recurring plan at any time through the billing controls in your account or by contacting us. Cancellation prevents the next renewal. Unless a refund is required by law or approved under this policy, access normally continues until the end of the period already paid for.
2. Cooling-off and cancellation rights
Where applicable law gives you a cooling-off period — for example, the usual 14-day cancellation period for many UK online consumer service contracts — you may cancel within that period. If you expressly asked us to begin the service during that period, the law may allow a proportionate deduction for service already supplied. If the service was fully performed or digital content was supplied after the legally required consent and acknowledgement, cancellation rights may be affected. We will apply the law that governs your purchase.
3. Other situations we will review
We will review refund requests involving a duplicate or incorrect charge, an unauthorised payment, a material technical failure, non-delivery, or a service materially different from what was described. Requests outside a mandatory legal right may be approved wholly or partly at our reasonable discretion, taking account of the service and materials already supplied.
A change of mind, lack of use, or an immigration outcome by itself does not automatically create a refund entitlement. EPB does not guarantee an immigration result. This does not affect remedies for a defective or misdescribed service or any mandatory legal right.
4. Questions used to assess eligibility
Before making a refund decision, we will ask the following questions to locate the transaction, establish the applicable rights, and assess what was supplied:
- What name and email address were used for the purchase?
- What were the purchase date, amount, currency, and plan? Please provide the Stripe receipt or invoice number if available — never send a full card number.
- What is the reason for the cancellation or refund request, and what outcome are you requesting?
- Have you accessed the platform, downloaded or copied materials, uploaded evidence, or received personalised work or support? If so, what was used or delivered?
- Is the payment duplicated, unauthorised, technically incorrect, or connected to a service that was not delivered as described?
- When did you first ask to cancel, and did you ask us to begin providing the service during any applicable cancellation period?
We will ask only for information reasonably needed to identify and assess the request. We will not use these questions to delay or avoid a refund that the law requires.
5. Optional service-improvement questions
We may also ask what the customer expected, what caused difficulty or disappointment, what EPB could explain or support better, and what change might have prevented the cancellation. These feedback questions are optional. Declining to answer them will not reduce statutory rights, change eligibility, or delay a refund that is legally due.
6. How to request a refund
Email support@eb1portfoliobuilder.com with the subject “Refund request”, or use the contact details in your account or Stripe receipt. Include the transaction-identification information listed above. Do not send a complete card number, password, or sensitive immigration evidence.
We aim to acknowledge a request within two business days and decide it promptly after receiving the information reasonably needed to assess it. Approved refunds are returned to the original payment method. Your bank or payment provider controls when the funds appear.
7. Chargebacks and unresolved complaints
We encourage you to contact us first so we can investigate quickly. This does not waive any right to contact your card provider, payment provider, regulator, or other dispute-resolution body.