Refunds Policy
At Norgenic SL (e-docshub.com), we are committed to operating with transparency, fairness, and respect toward every client. Each citizenship or documentation request is individually reviewed to ensure that the applicant meets the eligibility and legal criteria required by the relevant authorities.
1. Eligibility and full refund before processing begins
If, after reviewing your case, we determine that you do not meet the eligibility requirements or that we are unable to provide you with effective support, you will receive a 100% refund of the total amount paid — without deductions or conditions. Our goal is to ensure that no client pays for a service that cannot be successfully completed.
This full refund policy applies before the processing of your request has begun. Once we start managing your case — which includes reviewing documentation, preparing applications, or submitting forms to authorities — the order is considered to be in process.
To request a refund in these cases, simply contact us at [email protected] or reply to any of the emails you have received from our team. Your request will be reviewed and answered within a maximum of 72 hours after submission.
2. Refunds after the process has started
If your case has already been accepted and the process has officially started, you may still contact us to have your situation reviewed. We will evaluate your case individually to determine whether a refund, partial or full, can be granted depending on the stage of the process and the work already completed on your behalf.
Once your citizenship or documentation application has been submitted to the corresponding authority, the service is considered fully delivered, and a refund will no longer be possible. This includes all handling, administrative, and processing fees related to your order.
3. Order acceptance and processing
Once your request is accepted, you will receive a confirmation email that formalizes the agreement. From that moment, a valid and binding legal transaction is established between the parties, and we become your service provider.
Due to the personalized and urgent nature of our services, management and processing begin within a maximum of 24 hours after acceptance. The client expressly authorizes the start of the service and acknowledges that, according to Chapter 3, Article 16(c) of Directive 2011/83/EU of the European Parliament and of the Council on Consumer Rights, there is no right of withdrawal or cancellation once the processing has started.