Client Rights

1. Treated with respect. Please note we all have bad days but if you feel you were talked to in an inappropriate way please let us know, include the following info:

• Date and time of the conversation
• What type of service you were asking about
• And if you can, the first name of the person

What will happen? We are a small family of workers but we need to know if someone is out of line, in most cases they adjust their behaviour and we leave it at that. If the problem continues we will ask them to leave.  Please also note your complaint will carry very little weight if the abuse started from your end. All of our calls are recorded.

Sent email to: manager@immigroup.com

2. Refunds: we are a paper processing firm, so we have steps we follow from beginning to end. Once you place your order either over the phone, online, by fax, mail or in person the wheels start turning at our end. Once an order is placed and you feel you did not need our help, we will try to refund as much as possible to you, but we don’t have a 100% refund policy.

Credits for refunds will be given in most cases to any client changing the original service. Credits can be used in most cases anytime in the future.

A major misconception is that, for example, just because you placed your order online that we can simply hit the delete button at our end. In very simple terms we track all placed orders that come to us, our accounting department also needs to log this order and we keep all transaction records for 7 years under lock and key.  Please note: in almost all cases we don’t keep credit card information in your file, credit card info goes straight to the credit card  Merchant Service Providers.

In most cases if you call back within the same day of placing your order we refund everything except $42.50, that ends up covering the process explained above. 

If you call us back to cancel once the service has been started whereby someone is physically working on your file, under most circumstances we charge $32.50 per hour your file has been handled.

If you call us back to cancel once the service has been completed there is no refund. Also please note that after 30 days of placing an order we do not give refunds, although we may give a credit note, which in most cases can be used towards another of our company’s services.

Quick note: Please read before placing your order to find out the process.

3. Content on our site. We work towards perfection but have been known to fall short, please let us know of any information that is not correct in anyway. If our call center agent tells you one thing but your read something different, we ask you go back to our site to verify and if you still feel something is off, please let us know ASAP. The info we need is as follows.

• URL of the webpage and if possible put in quotes the info you feel is not correct 
• Name and time you called
• If possible who you spoke to 

Sent email to: manager@immigroup.com

4. We are not a government agency, some of our services are regulated by the Canadian Society of Immigration consultants and we follow its rules and guidelines. To learn more please click here.

Immigroup certifies that all information the applicant provides, both written and/or verbal, will be held in the strictest of confidence. All information supplied will only be used for obtaining information for or on behalf of the applicant and for no other purpose.

1. The applicant assumes all responsibility and liability that the information on government forms is true and complete. Immigroup assumes no responsibility for any errors, omissions or incomplete or illegible information on application forms.
   
   
2. Where required, all forms must have an authorized guarantor in order to process them.
   
   
3. The applicant must qualify and/or be eligible based on government standards in order to receive certificates. The applicant agrees to have made their own travel arrangements – these are not made by Immigroup on behalf of the client.
   
   
4. Immigroup assumes no responsibility and/or liability for government processing and/or the production of certificates/cards or any other government task.
   
   
5. The applicant agrees to be bound by the following terms and conditions with regard to PAYMENT: a) Payment by Visa, MasterCard, debit card or other. B) All payments and transactions are final. C) The aforementioned term and condition is in full force and effect until Immigroup has received written notification from the applicant of a cancellation in such a manner as to afford Immigroup reasonable opportunity to act on the said request. D) Immigroup agrees to charge the applicant only for service, government fees, G.S.T., delivery charges, and any disbursements if applicable. There are no G.S.T. charges on government fees. E) Immigroup service fees are additional to any applicable government fees. F) Immigroup Service Fees are non-refundable. G) Payment can be made in the form of a certified cheque, money order or bank draft. However, the processing period will only commence upon receipt. H) The applicant agrees that Immigroup is not responsible for credit/debit authorization or approval. I) The applicant authorizes Immigroup, in accordance with the following terms and conditions, to initiate credit/debit entries on behalf of the applicant.
   
   
6. Immigroup provides Urgent/Rush/Accelerated Service only when the following terms and conditions are met: A) The service is offered by the jurisdiction in charge of the certificate or any other service being requested. B) Where required, a valid guarantor must be available for confirmation - this is a government requirement. C) All government terms and conditions must be met. D) The authorization letter provided must be completed and signed and must accompany the application in order for Immigroup to authorize the process and obtain certificate documents and/or government documents. E) Government holidays and closures for any reason(s) voids Urgent Service. F) In some cases, proof of urgency must be provided. Please contact us for more information.
   
   
7. Immigroup provides Regular Service when the following terms and conditions are met: A) Regular Service is based on standard government processing. The time frame for receipt of the requested documentation varies by jurisdiction. B) Any time frame quoted regarding the receipt of requested documents is an estimate, not a guarantee. C) In some cases, the applicant will be notified by Immigroup upon receipt of certificate from the government. In other cases, the government will forward the completed document directly to the applicant. This varies by jurisdiction. D) All other terms and conditions apply.
   
   
8. Immigroup provides Regular Service when the following terms and conditions are met: A) Regular Service is based on standard government processing. Time frame for receipt of the requested documentation varies by jurisdiction. B) Any time frame quoted regarding the receipt of requested documents is an estimation, not a guarantee. C) In some cases, the applicant will be notified by Immigroup upon receipt of certificate from the government. In other cases, the government will forward the completed document directly to the applicant. This varies by jurisdiction. D) All other terms and conditions apply.