Refund and cancellation policy

Scope

This policy covers paid migration consultations, document reviews, arrival planning, and agreed custom advisory work. It does not limit mandatory cancellation or withdrawal rights under German consumer law.

Cancellation before work begins

If you cancel more than 24 hours before a consultation and we have not begun separately agreed substantial preparation, we provide a full refund. Notice must be sent to info@kernel-synclab.digital and is effective when received.

When a service includes intake or document review and that work has begun, we may deduct the reasonable value of completed preparation, provided performance during any applicable withdrawal period was lawfully requested. We explain the deduction and supply the remaining refund.

Rescheduling

One reschedule is available without charge when requested at least 24 hours before the appointment. Later changes may be treated as a cancellation because the reserved time is difficult to reallocate. We make reasonable exceptions for documented emergencies, serious illness, transport disruption, or an authority appointment that was allocated at short notice.

Late arrival and no-shows

A late session normally ends at the original time so the next client is not delayed. If you are more than 20 minutes late without contact, the appointment may be treated as a no-show. No-show fees are non-refundable to the extent permitted by law, except where an emergency or failure on our side caused the absence.

Cancellation by Kernel Synclab

If we cancel and cannot agree a suitable replacement time, you receive a full refund for the affected service. If technical failure on our side materially shortens a video consultation, you may choose a proportionate continuation session or refund.

Work already delivered

Completed consultations and delivered written recaps are generally non-refundable merely because an authority, landlord, insurer, or employer later reaches an unfavourable decision. If the service materially failed to match the agreed scope, contact us promptly; we may correct the work, repeat the affected part, or offer a proportionate refund as required by law.

Custom work, deposits, and purchased materials

A custom engagement may require a deposit stated in the written quote. Before acceptance, the quote identifies any amount reserved for preparation and the stages at which it becomes earned. We do not ordinarily buy physical materials for clients. Any exceptional third-party expense must be approved in writing; a non-recoverable approved expense is not refundable after purchase.

Refund process

Email info@kernel-synclab.digital with your name, invoice number, appointment date, reason, and preferred resolution. Do not send bank credentials. We acknowledge requests within two working days and normally decide them within seven working days.

Approved refunds are returned through the original payment method where possible, ordinarily within 10 working days after approval. Bank processing may add time. We do not issue cash refunds for bank transfers.

Exceptions and statutory rights

We consider exceptional circumstances individually and may request limited supporting information where proportionate. Nothing here excludes remedies for defective performance, statutory withdrawal rights, or other non-waivable rights under German law.