Terms for using Brighture Immigration and our services

These Terms of Service ("Terms") apply when you use our website and when you engage us for immigration guidance and application support. Please read them carefully. By using the site or engaging us, you agree to them.

These Terms have three parts:

• Part A: Website Terms apply to everyone who uses the site.
• Part B: Services Terms apply when you engage us for paid services.
• Part C: General Legal Terms apply to both.

If you are a consumer, you have legal rights that these Terms do not affect. Where these Terms say something different for consumers and business clients, we make that clear.

Brighture Immigration Specialists Ltd trades as Brighture Immigration. We have offices in London and New York and work with clients around the world.

8. How an engagement starts. Our contract with you starts when you accept our engagement letter in writing (for example, by signing it, replying by email, or accepting it online). Your engagement letter sets out the scope of your matter, what we will do, our fees and how you pay. If your engagement letter and these Terms conflict, the engagement letter applies.

9. What we provide. Depending on your engagement letter, our services include:

• guidance: reviewing your eligibility, comparing routes and countries, and planning your application;
• application preparation: document checklists, preparing and checking forms and supporting documents, arranging translations, and booking appointments such as biometrics;
• case support: managing your case, tracking its progress, helping you respond to requests from the authority, and preparing you for interviews.

Where your matter needs regulated advice or representation, we will introduce you to an independent adviser. You will contract with them directly, under their own terms, and pay their fees separately unless your engagement letter says otherwise. We will keep working with you on the parts of your matter we can support.

10. Your responsibilities. You agree to:

• give us complete, accurate and honest information and genuine documents, on time;
• tell us promptly about any changes, such as a new address, a change in your relationship or job, travel plans or deadlines;
• check drafts carefully and confirm they are correct before anything is submitted;
• attend appointments and interviews;
• pay our fees and any government fees and third-party costs that are your responsibility;
• keep copies of everything you submit and receive.

12. Fees and costs. We agree our fees with you in writing, in your engagement letter, before we start work. The engagement letter also states the currency, any taxes that apply, when payments are due, and what happens if a payment is late. We may pause work on an overdue balance after telling you in writing.

Government fees are separate. Government fees (such as visa application fees, health surcharges and biometric fees) are not part of our fees. You usually pay them directly to the authority. Other third-party costs, such as translations, medical examinations, police certificates, couriers and an independent adviser's fees, are also separate unless your engagement letter says otherwise.

13. Your right to cancel (consumers). If you are a consumer and you engage us at a distance (for example, online, by email or by phone) or away from our offices, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel.

• You can cancel within 14 days, starting the day after our contract is made, without giving a reason.
• To cancel, tell us clearly in writing, for example by email to info@brightureimmigration.com. You don't need to use a particular form.
• If you cancel, we will refund any payment you made to us within 14 days of the day you tell us, using the same payment method unless you agree otherwise.
• If work starts within the 14 days. We will only start work during the cancellation period if you expressly ask us to. If you then cancel, you must pay a proportionate amount for the work we did before you told us you were cancelling.
• If, at your express request, we complete the services within the 14 days, and you acknowledged that you would lose your right to cancel once the services were complete, you can no longer cancel.
• Money paid to third parties on your instructions during that period, such as government fees, may not be refundable by them.

14. Ending the engagement. After the cancellation period, you can end the engagement at any time by telling us in writing. You pay for work done up to that point, as set out in your engagement letter. We may end the engagement by giving you reasonable written notice, or straight away if you don't pay, give us false information, or ask us to act unlawfully or improperly.

15. Complaints. If you are unhappy with our service, please tell us so we can try to put it right. Email info@brightureimmigration.com with your name, your case details and what went wrong. We will acknowledge your complaint, look into it fairly, and reply in writing with our response and any steps we will take. If your complaint is about the work of an independent adviser, please use their complaints procedure. Regulated advisers and lawyers must tell you how to escalate a complaint to their regulator or ombudsman. If we cannot resolve your complaint, we will tell you whether an alternative dispute resolution service is available. Using our complaints process does not affect your right to go to court.