Clients Zone
Last updated: 2026-10-12
1. Service Provider
This policy applies to CANADAV services offered through canadav.com and provided by NML CORP LTD, a company registered in England and Wales under number 13134789, with its registered office at 91 Waterloo Road, Office No. 9.17 11c, London, SE1 8RT, United Kingdom. For cancellation and refund matters: [email protected] or by writing to the company at its registered address.
2. Services Covered
The client pays for the administrative work and deliverables expressly described on the package page and the order confirmation. Depending on the service requested, these may include preparing document checklists based on published official instructions or the instructions of an authorized representative, gathering and organizing documents, administratively reviewing the completeness of the file, providing technical assistance in entering the data supplied by the client, and preparing a document package for delivery to the client or their authorized representative.
Our fees are not a price for a visa, residence, or immigration outcome, and do not include any guarantee that an application will be approved. Government fees, medical and biometric fees, translation, attestations, authorized representatives' fees, and other third-party costs are not included unless expressly stated otherwise before payment. Amounts paid directly to third parties are governed by those parties' policies, without prejudice to the client's legal rights.
3. Cancellation Before Work Begins
If the client cancels the service before any work has been carried out, our service fees are refunded in full. This also applies if performance of the service has not begun more than 14 days after the contract was concluded.
4. Cancellation Period and Early Start
We grant consumer clients a cancellation period of 14 days starting from the day after the service contract is concluded, without any need to give a reason, and without prejudice to any wider legal rights. We do not begin providing the service during this period except at the client's express request. Where no early start is requested, work begins after the period ends and the necessary information has been received.
If the client requests an early start and then cancels before the service is complete, only a reasonable amount proportionate to the work actually provided up to the time the cancellation notice is received is charged, in accordance with applicable legal requirements. We provide a statement explaining this calculation, and we do not deduct a fixed percentage merely for cancelling.
The statutory right of cancellation is not lost as a result of the service being completed during the period except where the relevant legal conditions are met, including a request for an early start and prior acknowledgement of the loss of the right of cancellation after full performance, where these are required. Payment or sending documents is not a substitute for express consent.
5. Cancelling Incomplete Services After the Period
The client may request termination of an incomplete service, and we refund the value of the parts not yet provided after accounting for the value of work performed on a reasonable and proportionate basis. We do not charge for tasks not performed or reviews not provided. Where a package comprising multiple stages is sold, we present the description, deliverables, and value of each stage before purchase. A package is not deemed complete merely upon the first contact or receipt of documents.
6. When Is a Service Complete?
- Document checklist: upon delivery of the agreed checklist.
- Administrative completeness review: upon carrying out the review and delivering the agreed notes on missing items.
- Document organization and form preparation: upon delivery of the agreed file or forms to the client for review, as described in the package.
- Multi-stage packages: upon completion of all stages and deliverables specified in the order confirmation.
Government procedures, biometric appointments, and immigration decisions are not part of the completion of our service, except to the extent of a specific administrative task we are legally permitted to provide and which is expressly stated in the package.
7. Non-Performance or Breach
If a paid part of the service cannot be provided, we refund the value of the part not provided. If the service does not match the agreed description due to an error on our part, we provide the remedy appropriate under the law, which may include re-performing the work, reducing the price, or refunding the amount due. This policy does not cancel any of the client's legal rights.
8. Immigration Decisions and Third Parties
A refusal of a visa or residence application, a delay in deciding it, or the absence of an invitation to apply through Express Entry does not, by itself, lead to a refund of fees for work completed as described. The client retains the right to a refund or remedy if the service was not performed as agreed or was defective, in accordance with the law.
9. Submitting a Cancellation or Refund Request
The client sends a clear notice to [email protected] or the company's registered address, preferably stating their name, the service, and the order number if available. No specific form and no reason are required to exercise the statutory right of cancellation. We respond within 5 business days and provide a written explanation of the decision and the calculation where applicable.
10. Method of Refund
We refund amounts due without undue delay, and within 14 days of the cancellation notice where the applicable rules require, without making the statutory deadline conditional on internal approval. The refund is made to the original payment method and without charging a refund fee, unless the parties expressly agree on an alternative method that costs the client no fees. The amount may take additional time to appear in the account with the bank.
If a duplicate or erroneous charge on our part is established, we refund the excess amount. In the event of a reported unauthorized transaction, we investigate and cooperate with the payment provider without prejudice to the client's right to contact their bank.
11. Governing Law and Amendments
This policy is governed by the laws of England and Wales, without prejudice to the mandatory consumer rights applicable in the client's country of residence. The version approved at the time of contracting applies to each order, and the rights of existing contracts are not diminished by a later retroactive amendment.
Optional Cancellation Form
To: NML CORP LTD - [email protected] or the registered address above.
I hereby give notice of cancellation of the service contract: __________
Date of contract: __________
Client name and address: __________
Order number (if available): __________
Date of notice: __________
Signature (for paper notice only): __________
