Last Updated: May 16, 2025
At Portugal Unlocked, we are committed to providing exceptional relocation services and client satisfaction. This Refund and Dispute Policy outlines our procedures for handling refund requests and resolving disputes. By engaging our services, you agree to the terms of this policy.
Portugal Unlocked typically structures its services as:
One-time consultation sessions
Comprehensive service packages with milestone-based deliverables
Hourly consultation services
Custom project-based services
Each service agreement will clearly outline the payment schedule, deliverables, and any non-refundable portions of your payment.
Initial and subsequent consultation fees are generally non-refundable once the consultation has been conducted. However:
If you cancel a scheduled consultation with more than 48 hours' notice, we will offer a full refund or reschedule at no additional cost.If you cancel with less than 48 hours' notice, a 50% cancellation fee will apply. If Portugal Unlocked cancels a consultation for any reason, you will receive a full refund or the option to reschedule at your convenience.
For comprehensive relocation packages:
A non-refundable deposit (typically 25-30% of the total package price) is required to initiate services and reserve our time.
Subsequent payments are typically tied to specific milestones or time periods as outlined in your service agreement.
If you choose to terminate services before completion:
The initial deposit remains non-refundable
You will be responsible for payment for all services rendered up to the termination date
Any prepaid amounts for services not yet rendered will be refunded within 30 business days
You may be eligible for a refund under the following circumstances:
If Portugal Unlocked fails to deliver a specified service as outlined in your service agreement
If there is a significant and demonstrable error on our part that materially impacts the service providedIf we are unable to continue providing services due to unforeseen circumstances on our end
Refund amounts will be determined based on:
The nature and severity of the service failureThe proportion of the overall service package affectedAny reasonable costs already incurred on your behalf
Refunds will generally not be provided in the following situations:
When government authorities reject applications (visas, permits, etc.) despite our proper preparation and submission
When property transactions fall through due to third-party decisions, market conditions, or factors outside our control
When you change your relocation plans or requirements after services have commenced
When delays occur due to third-party processes or government procedures
When you fail to provide required information or documentation in a timely manner
Many relocation services involve fees paid to third parties, such as:
Government application feesLegal document translation costs
Property inspection feesNotary and registration fees
These third-party fees are generally:
Passed through to you without markupNon-refundable once paid, as they are outside our controlNot included in any refund calculations for our service fees
If you are dissatisfied with our services or wish to dispute a charge:
Step 1: Direct Communication
Contact your assigned relocation consultant directly to discuss your concerns
Clearly outline the specific issues and your desired resolution
Most matters can be resolved through open communication at this stage
Step 2: Formal Complaint If the issue remains unresolved:
Submit a formal written complaint to [email protected]
Include all relevant details, dates, and documentation
We will acknowledge receipt within 2 business days
A senior manager will review your case and respond within 10 business days
Step 3: Mediation If a resolution cannot be reached through our internal process:
We are open to resolving disputes through independent mediation
The mediator will be mutually agreed uponMediation costs will be shared equally unless otherwise agreed
While we cannot guarantee specific outcomes that depend on third-party decisions (such as visa approvals or property transactions), we do guarantee the quality of our service delivery:
Professional, timely, and courteous communication
Accurate information based on current regulations and market conditions
Thorough preparation of all documentation within our scope of services
Transparent updates throughout the process
If we fail to meet these standards, we will work with you to find an appropriate remedy, which may include partial refunds, additional services at no cost, or other reasonable accommodations.
When a refund is approved:
Processing will begin within 5 business days of approval
Funds will be returned to the original payment method when possible
Complete refund processing typically takes 10-30 business days, depending on your payment provider
Portugal Unlocked reserves the right to modify this Refund and Dispute Policy at any time. Any changes will not apply retroactively to services already contracted.
For questions about this policy or to initiate a refund request or dispute, please contact us at:
Portugal Unlocked Email: [email protected]
Phone: +351 934 430 233
Address: Rua Maria de Lurdes Resende 4, Alcobaça
By engaging the services of Portugal Unlocked, you acknowledge that you have read, understood, and agree to this Refund and Dispute Policy.
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