Not all users that have applied through our website are eligible to be reimbursed, and if it comes to that, the amount of the refund will depend on the status of the application process and the time that has elapsed since the transaction.
The full refund will be granted if the application process has not been started by our team yet and we have received the refund request for the cancellation within 24 hours after the application made on our site.
Cancellation requests that exceed this period will be eligible only for a partial refund, with availability depending on whether the order has been processed or the time that has elapsed since the transaction.
Unfortunately, once the order is paid and processed, and also you have received your approved order confirmation with your filled application form and the instructions, the refund will be no longer possible because we understand that our service has been correctly done and finished.
If you want to request a refund once your application has been submitted, unfortunately it will not be possible to refund the Government fee, but you can apply to be considered for receiving a partial refund of the amount paid to us to resolve depending on each situation.
From the moment you submit your application, to assure the quality of our service, it is presumed that we will begin the application process within the respected timeframe.
In case it is necessary to send one or more documents to process your application, you will be notified in this regard. Your application will start even if we do not receive the requested document(s), but it will not be finished until we receive all the supporting documents.
If you wish to request a refund, email us at citizenship@citizenapp-nz.org
All refund requests we receive will be processed within 15 business days from the initial request.
Please, include the following information in your email:
- Full name of the applicant
- Order ID
- Email used in the application form
- Reason