Last updated: 26 October 2026
This policy explains when you can get a refund of the service fee paid to Norgenic SL. It does not affect your statutory rights as a consumer.
1. Right of withdrawal (14 days)
If you are a consumer, you can withdraw within 14 calendar days of purchase without giving a reason. If you ask us to start work during that period, you will be asked to confirm this expressly. If you then withdraw before the service is fully performed, we refund the fee minus an amount proportional to the work done. Once your application has been submitted, the service is fully performed and the right of withdrawal no longer applies.
2. Refunds by stage
| Status of your order | Refund of our service fee |
|---|---|
| Paid, work not started | 100% |
| Application being reviewed, not yet submitted | Partial, proportional to the work done |
| Application submitted to the ATO or ABR | Not refundable — the service has been performed |
| We tell you before submission that you are not eligible (e.g. no work rights) | 100% |
| We can’t provide the service for reasons attributable to us | 100% |
| Duplicate payment or charging error | 100% of the amount charged in error |
A refusal by the ATO or the ABR does not, on its own, give the right to a refund, as the decision is outside our control. If the refusal was caused by an error on our part, contact us and we will review your case.
3. How to request a refund
- Email Show email with your reference number and the reason.
- We reply within 5 business days.
- Approved refunds are paid to the original payment method within 14 days.
4. Complaints
If you are not satisfied with our answer, you can request a complaint form (hoja de reclamación) or contact the consumer authorities of Catalonia (Agència Catalana del Consum) or of your country of residence.