Fees & Refund Policy

Maurbel Integrated Services Ltd
Last Updated: 1 November 2025

Introduction

This policy sets out our pricing approach and refund terms across all services. We are committed to transparent pricing and clear communication about costs before you commit to any service. This policy should be read with our Terms of Use and Privacy Policy.

We comply with the British Council’s National Code of Ethical Practice for UK Education Agents. All fees are provided in writing before you commit, and we’re always available to discuss pricing.

1. Educational Support Services

Fee Structure

We primarily operate on a commission-based model for university placements. We receive commission from educational institutions for successful placements—the institution pays us, not you. This allows us to provide high-quality counselling at no direct cost to students for core services.

Services Typically Provided at No Cost:

Initial consultation and educational assessment
Course and university recommendations
Guidance on entry requirements
Application preparation and submission (to commission-paying institutions)
Ongoing application support
General visa and immigration advice

Important: Applications to universities that pay us commission are free. Applications to non-commission institutions will incur our standard fee. We always inform you in advance which institutions pay commission.

Chargeable Services

We charge for:

Visa application assistance (student, post-study work, dependent visas)
Document translation and certification
Personal statement writing and professional editing
Interview preparation and coaching
Applications to non-commission universities
Additional applications beyond standard offering
Scholarship application support
Academic appeals and course change assistance
Accommodation booking
Airport pickup arrangement
Bank account setup assistance
Pre-departure orientation sessions

All fees are quoted individually based on service complexity, urgency, and work involved. Contact us for detailed quotations.

Payment Terms

Chargeable services must be paid in full before delivery unless alternative arrangements are agreed in writing. We accept bank transfer, debit/credit card, or other agreed methods. We don’t store payment card details. All fees are in GBP (£) and include VAT where applicable.

Refund Policy

Full Refund (100%):

We fail to deliver due to our error
You cancel more than 14 days before service date (if substantive work hasn’t begun)
Visa service cancelled before we begin substantive work

Partial Refund (50%):

You cancel 7-14 days before service date
We’ve begun work but cannot complete due to circumstances beyond our control

No Refund:

You cancel less than 7 days before service date
After service completion and delivery
Visa application fees paid to government (non-refundable by law)
University application fees paid to institutions (generally non-refundable)
If your university application is unsuccessful (our fee covers professional service, not outcome)
If your visa application is rejected (we provide guidance; decision is government’s)
Services cancelled after substantive work completed
Third-party costs (credential evaluations, English tests, courier charges)

Refund Process: Email info@maurbel.com with invoice number, service details, refund reason, and payment details. We respond within 5 working days. Approved refunds processed within 10 working days to original payment method. We cannot refund to sanctioned banks.

2. Information Technology Services

Fee Structure

IT services are charged per project or hourly, depending on scope and complexity.

Services Include:

Web Development: Custom websites, e-commerce, CMS, maintenance, responsive design
Software Development: Custom applications, databases, APIs, mobile apps, maintenance
IT Support & Cybersecurity: Technical support, security assessments, network security, monitoring, backup/recovery
Cloud Services: Infrastructure setup, migration, storage, server management
Graphics & Design: Logo design, branding, marketing materials, UI/UX design

Pricing depends on: Complexity, time required, technologies involved, expertise needed, urgency, ongoing support requirements.

Payment Terms

Deposits: Typically required before work begins (25-50% of project cost). Non-refundable once work starts.

Payment schedules vary:

Full payment on completion (small projects)
Deposit and balance on completion (medium projects)
Milestone-based payments (large projects)
Monthly invoicing (hourly work/retainers)

Refund Policy

Full Refund: We cancel before starting work, or fail to deliver due to our fault.

Partial Refund: Project cancelled midway—calculated based on work completed, resources committed, minus non-refundable third-party costs (domains, licences, hosting, stock assets).

No Refund:

Deposits after work commenced
After project completion and delivery (we’ll fix defects under warranty)
Third-party costs (hosting, domains, licences, stock images, plugins)
Scope changes midway (additional charges may apply)

Warranty: Specified duration in service agreement. We fix bugs/errors free during warranty. Doesn’t cover requirement changes, new features, or third-party service issues.

3. Travel Agency Services

Fee Structure

We charge service fees plus actual travel product costs (flights, hotels, packages).

Services Include:

Flights: Domestic/international bookings, multi-city itineraries, group bookings, changes
Accommodation: Hotels worldwide, serviced apartments, student accommodation, group arrangements
Holiday Packages: Customised packages, all-inclusive packages, corporate travel, group tours
Visa Assistance: Tourist/business visa guidance, document preparation, embassy appointments
Additional Services: Travel insurance, airport transfers, tour guidance, itinerary planning

Service fees vary based on: Destination complexity, urgency, group size, customisation level, additional services.

We provide clear cost breakdowns (service fees + product costs) before booking confirmation.

Payment Terms

Full payment required before confirming bookings with suppliers. Payment must be in cleared funds. Some suppliers require immediate payment; we’ll notify you of urgent deadlines. All pricing confirmed in writing.

Refund Policy

Travel bookings are subject to supplier cancellation policies (airlines, hotels, tour operators), which vary significantly. We advise you of applicable terms before booking.

Our Service Fees: Refundability depends on cancellation timing, work completed, and whether tickets/confirmations issued. Terms specified in booking confirmation.

Supplier Refunds: Subject to supplier terms. Many airlines charge cancellation fees or offer no refunds on certain fares. Hotel policies vary by property/rate. Tour operators have their own cancellation policies. We’ll inform you of terms before booking and assist in claiming applicable refunds. Refunds received from suppliers (less fees) passed to you in full.

Flight Changes: Subject to airline policies. Airlines typically charge change fees plus fare difference. We charge administration fee for processing changes.

Travel Insurance: You may claim for cancelled/disrupted travel depending on policy terms. We provide documentation to support claims. Claims are between you and insurer.

Force Majeure: In extraordinary circumstances (natural disasters, pandemics, political unrest, airline insolvency), refund policies subject to supplier terms. We’ll assist with rebooking or claiming refunds. Our service fees may be non-refundable if we’ve provided substantial services.

4. Business Support Services

Fee Structure

Charged based on service type, complexity, and duration.

Services Include:

Virtual Assistance: Admin support, email/calendar management, document preparation, data entry, customer service
HR Support: Recruitment, job descriptions, handbooks, HR policies, payroll support, employee relations
Accounting & Bookkeeping: Monthly bookkeeping, financial records, invoice/expense management, VAT returns, management accounts
Company Registration: UK company formation, registered office services, director/shareholder admin, annual filings, company secretarial
Business Consulting: Business planning, market research, operational improvement, financial forecasting
Branding & Marketing: Brand identity, logo design, marketing strategy, materials creation, social media strategy
Document Preparation: Business documents, proposals, reports, presentations, policies, terms and conditions

Pricing models: Hourly rates (ad-hoc work), monthly retainer (ongoing support), project-based fees (defined projects).

Pricing depends on: Work complexity, time/expertise needed, urgency.

Payment Terms

Retainers: Paid monthly in advance
Project work: Per service agreement (often deposit + balance on completion)
Hourly work: Invoiced monthly or on completion, typically due within 14 days

All fees in GBP (£), exclusive of VAT (added where applicable).

Refund Policy

Full Refund: We cancel before starting work, or fail to deliver due to our error.

Partial Refund: You cancel ongoing retainer/project—calculated based on work completed, time/resources invested, minus third-party costs (Companies House fees, software subscriptions).

No Refund:

After service delivery
For completed work even if unused
Third-party statutory fees (Companies House, HMRC, professional licences)
Software subscriptions purchased for your project
Ongoing retainer services already provided in billing period

Retainer Cancellation: Notice required (typically 30 days, specified in agreement). No refund for current billing period. Cancellation effective at end of notice period.

5. General Terms

Obtaining a Quotation

Contact us with service requirements, specific needs, timeframe/deadline, and relevant information. We provide written quotations within 3-5 working days including cost breakdown, payment terms, refund conditions, and validity period (typically 30 days).

Contact:
Email: info@maurbel.com or maurbelintegratedservices@gmail.com
Phone: 07827 105272
Website: www.maurbel.com
Post: Office 14658, 182-184 High Street North, East Ham, London E6 2JA, UK

VAT

VAT at current UK rate (20%) added where applicable, clearly shown on invoices/quotations. Some services may be VAT-exempt; this will be indicated.

Currency

All fees in GBP (£) unless otherwise agreed. You’re responsible for currency conversion fees and bank charges if paying from foreign accounts.

Late Payment

Payment due as specified on invoice/agreement. We reserve the right to charge interest per Late Payment of Commercial Debts (Interest) Act 1998. Late payment may result in service suspension. Seriously overdue accounts may be referred to debt collection—you’re liable for collection costs.

Price Validity

Quoted prices valid 30 days unless stated otherwise. We may adjust pricing after 30 days. We reserve the right to change standard pricing but won’t affect existing quotations or agreed services.

Cancellation by Maurbel

We may cancel/refuse service if payment not received, you breach Terms of Use/agreement, circumstances prevent delivery, or providing service would breach legal/ethical obligations. We’ll provide reasonable notice and refund payments for services not provided.

Refund Processing

Requests reviewed within 5 working days. Approved refunds processed within 10 working days to original payment method unless agreed otherwise. We cannot refund to sanctioned banks. Written confirmation provided when processed.

Disputes

Contact us immediately at info@maurbel.com if you dispute charges. We investigate and respond within 10 working days. We work to resolve disputes fairly. For unresolved disputes, refer to our Complaints Procedure.

Third-Party Costs

We may incur third-party costs on your behalf (government fees, supplier charges, software licences). These are separate from our fees and typically non-refundable. We inform you before incurring costs. Third-party refund policies apply.

6. Your Rights

UK Consumer Rights

If you’re a UK consumer purchasing for personal use, you have statutory rights including: 14-day cooling-off period for distance contracts; right to services with reasonable care and skill; right to information; right to refund if services not as described; right to repeat performance or price reduction for inadequate services.

These rights aren’t affected by this policy. For advice: Citizens Advice (www.citizensadvice.org.uk, 0808 223 1133) or Which? (www.which.co.uk/consumer-rights).

Exceptions to 14-Day Cooling-Off

Doesn’t apply if: you requested services begin within 14 days and we’ve fully performed; services are time-sensitive (urgent bookings/deadlines); you purchased bespoke/customised services; service involves bookings with third-party cancellation charges. We’ll inform you if exceptions apply.

Business Clients

Different terms may apply for business purchases as specified in service agreements. Consumer protection legislation may not apply to B2B transactions.

7. Commission Transparency

Educational Services Commission

Per British Council’s National Code of Ethical Practice: we receive commission from institutions for successful placements; rates vary by institution; commission paid by institution, not you; receiving commission doesn’t affect advice quality/impartiality; we recommend based on educational needs, not commission rates; we never recommend unsuitable institutions for higher commission.

Other Commission-Based Services

We may receive commission from: travel insurance providers; some accommodation providers; financial service providers (referrals). Commission doesn’t affect price you pay. We recommend based on quality, value, and suitability.

8. Contact Us

Email: info@maurbel.com or maurbelintegratedservices@gmail.com
Phone: 07827 105272
Post: Maurbel Integrated Services Ltd, Office 14658, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom
Website: www.maurbel.com

Office Hours:
Monday-Friday: 9:00 AM – 6:00 PM (UK Time)
Saturday: 10:00 AM – 2:00 PM (UK Time)
Sunday: Closed

We respond to enquiries within 2 working days.

9. Policy Review

This policy is reviewed regularly to ensure fairness, transparency, and compliance with laws and industry standards.

Last Reviewed: 1 November 2025
Next Review: 1 November 2026

Material changes will be communicated to clients and posted on our website. Continued use after notification constitutes acceptance.

Maurbel Integrated Services Ltd
British Council Certified Education Consultancy
UK Company Number: 16720409 | Registered in England and Wales
Nigeria Registration Number: BN 3216355