1 Cancelling government document requests
You may cancel your request directly before it enters the In Progress status, including while it is Under Review. Once you confirm an eligible cancellation, it is recorded immediately. Cancellation does not depend on discretionary staff approval or on completion of the refund.
In Progress means that Inzerv has verified that the service office has actually started carrying out the service. Receiving original documents or handing them to the office does not, by itself, mean that execution has started. We explain this cutoff before you submit the request, and its status is visible in your account.
Once a request is In Progress, voluntary cancellation by the customer is no longer available, whether in full or in part. You may still complain about an error, inability to provide the service or failure to meet the agreed requirements. Your statutory rights to a refund or compensation remain unaffected.
2 Refunds for document services
For an eligible cancellation before In Progress, payments for the cancelled services are refunded. Only actual, non-refundable payment processing fees may be deducted, where disclosed to you and permitted by law. We do not deduct fees returned by the payment gateway or an Inzerv commission for a service that was not performed.
If cancellation or inability to provide the service is attributable to Inzerv or an error by its partners, we do not pass the cost of our error on to you. We refund the amount due for the service not provided as agreed and bear the payment fees associated with that refund, without affecting your statutory rights to a remedy or compensation.
If we hold your original documents, we arrange their return with proof of delivery, unless the issuing authority retains them under the disclosed service requirements. Any delivery charge payable by you is explained before it is arranged. You do not bear a return cost caused by our error.
3 Cancelling airport reception and limousine bookings
You may cancel without a cancellation charge before the vehicle departs to carry out your booking. If you paid in advance and the cancellation is attributable to you, actual, non-refundable payment gateway fees may be deducted from the refund, where disclosed and permitted by law.
After the vehicle has departed, or if the passenger does not attend, the responsible management team reviews the circumstances, evidence of departure and actual costs incurred. We explain any charge and its amount to you. A discretionary penalty is not deducted automatically merely because the trip status changed. Before confirmation, the booking summary alerts you to the possibility of a charge for the vehicle being sent to carry out the booking.
Cancellation of a return trip is handled separately and does not cancel the outbound trip. There is no cancellation charge before the vehicle departs to carry out the return trip. If the vehicle is already waiting as part of a round trip booking, any applicable waiting or vehicle dispatch cost is reviewed and explained to you.
4 Unavailable trips and price changes
If the agreed vehicle cannot be provided, we seek a suitable replacement and bear any increase in the cost of that replacement. A different vehicle model requires your approval, even if it has the same category and capacity. If no replacement you accept is available, the booking is cancelled at no cost to you. All amounts paid are refunded and Inzerv bears the payment gateway fees.
If a service failure at or close to pickup disrupts your plans, management reviews appropriate compensation in light of the circumstances, without affecting your legal rights. This policy does not set a fixed compensation amount or waive your right to make a claim.
Full advance payment fixes the base trip price against later general price increases. For unpaid bookings, a general price increase requires disclosure and your approval before the vehicle departs to carry out your booking. If you reject the increase, you may cancel free of charge before departure. Additional services you request later are priced separately and submitted for your approval.
5 Refund processing and follow-up
Use the cancellation option in your account for the relevant order or booking, or contact Inzerv support after identity verification. If the cancellation option does not work, contact us promptly. We review the time of your cancellation attempt against the recorded start of service execution or vehicle departure, as applicable. You will not bear the consequences of a technical error proven to be on our side.
We provide a breakdown of the amount paid, any lawful deduction and its reason, and the net refund due. Cancellation confirmation, refund amount approval, submission of the refund and the return of funds through the payment provider are separate stages. We do not describe a refund as complete before verifying the payment provider's confirmation.
Refunds are returned to the original payment method where available. If that is not possible, we agree on a secure alternative with the verified person entitled to the refund. We do not require you to accept wallet credit instead of a monetary refund. The time for funds to appear depends on the payment method and bank. We explain the expected timeframe when the refund is initiated and follow up on delays, subject to applicable statutory deadlines.
If a payment appears pending or duplicated, contact us with the booking or transaction reference so that we can verify it before you pay again. Any verified duplicate collection is resolved by refunding the excess amount due.
6 Contact and disputes
For enquiries or disputes, use in-app chat or email hello@inzerv.co, quoting the request reference and the reason for your concern. Do not send your password, a verification code or full card details. Your right to contact the Consumer Protection Agency or the competent regulator or court remains unaffected.