Effective 15 August 2026
Cancellation and Refund Policy
Fair terms for cancelling, rescheduling or ending housing guidance before all agreed work has been delivered.
Cooling-off rights
Consumers booking at a distance may have a statutory 14-day withdrawal right under German law. We provide the required information at booking. If you expressly ask us to begin during that period and later withdraw, we may retain a proportionate amount for work already performed. The right can expire after full performance where the legal conditions and acknowledgements are met.
Guided search deposits and cancellation
The 30% deposit reserves an adviser and start week. Cancel at least five business days before the start for a full refund. With less notice, we refund the deposit minus demonstrable preparation already completed, up to 20% of the total engagement fee. After work starts, any refund is the prepaid amount less the value of calls, research, document review and written material already delivered.
Completed consultations, delivered search maps and completed application reviews are non-refundable unless defective or required otherwise by law. We do not purchase property, furniture or moving supplies, so there are no material charges unless unusual travel or third-party costs were separately approved in writing. Approved, non-recoverable travel already purchased is not refundable.
Fixed appointments, no-shows and rescheduling
Application and contract appointments may be cancelled for a full refund more than two business days before document work begins. Later cancellation is refunded less completed review time. One reschedule is free with two business days’ notice. A missed appointment without notice may be charged in full; we will consider illness, emergency and comparable exceptions reasonably.
Cancellation by us
If we cannot deliver the agreed work, you may choose a new date or receive a refund for the undelivered portion. We may end an engagement for harassment, unsafe conduct, requested misrepresentation or persistent non-payment; unused prepaid fees are returned after deducting completed work and approved costs.
Request and processing
Email info@service-labcore.digital with your name, booking reference, requested outcome and relevant dates. We acknowledge requests within two business days and normally decide them within seven business days. Approved refunds are returned to the original payment method within 14 days; bank processing may add time. These terms do not limit mandatory consumer remedies.