Terms of Business

  • At Nuvora Ltd, we are committed to providing a high standard of legal service. We are regulated by the Immigration Advice Authority (IAA) at Level 1.

    When you instruct us, we agree to:

    • Act in your best interests at all times, subject to the law and our professional obligations.

    • Provide you with clear, accurate, and practical advice tailored to your specific immigration matter.

    • Explain the legal processes, options, and risks involved in your case in plain English.

    • Keep you regularly informed of the progress of your application and any communications received from the Home Office.

    • Respond to your emails and telephone calls promptly, typically within 2 working days.

    • Treat all information you provide with strict confidentiality.

  • We operate on a transparent Fixed Fee basis to provide you with financial certainty.

    • The Fee: The fixed fee for your case will be agreed upon in writing (via your Client Care Letter) before we commence any work. This fee covers our professional services as detailed in the scope of work. It does not include Home Office application fees, Immigration Health Surcharge (IHS), or third-party costs (e.g., translation, DNA tests), which must be paid by you directly.

    • Payment Terms: Fees are generally payable in advance or in agreed stages. We do not offer "No Win, No Fee" arrangements.

    • Refund Policy:

      • Cooling Off Period: If you have instructed us remotely (online or by phone), you have a 14-day "cooling off" period under Consumer Contracts Regulations, provided we have not started work with your consent.

      • Withdrawal: If you decide to withdraw your instructions after we have started work, you will be billed for the work completed up to that point at our hourly rate (currently £150 per hour). Any balance of your fixed fee remaining will be refunded.

      • Refusals: No refund is provided in the event of a visa refusal, provided we have submitted the application with reasonable care and skill based on the evidence you provided.

  • To ensure the success of your application, we require your full cooperation. You agree to:

    • Honesty & Disclosure: You must provide full, truthful, and accurate information regarding your personal circumstances, immigration history, and criminal record (if any). Withholding material facts (e.g., a past refusal, ban, or police caution) can lead to your application being refused for "deception," which carries a mandatory 10-year ban. Nuvora Ltd accepts no liability for refusals resulting from undisclosed adverse history.

    • Documentation: You must provide all requested supporting documents in a timely manner and in the format required (e.g., clear scans, original documents where specified).

    • Communication: You must respond to our queries promptly. Significant delays in providing information may affect the outcome of your case or our ability to meet submission deadlines.

    • Conduct: We expect our staff to be treated with respect. We reserve the right to terminate our engagement if a client acts in an abusive, threatening, or unreasonable manner.

  • We hope you will be happy with our service. However, if you have any concerns, we have a formal complaints procedure in place as required by the Immigration Advice Authority (IAA).

    • Stage 1 (Internal): In the first instance, please raise your concern immediately with your dedicated caseworker. They will attempt to resolve the issue informally.

    • Stage 2 (Formal Complaint): If you remain dissatisfied, please submit your complaint in writing to our Director at contact@nuvora.org.uk. We will acknowledge your complaint within 5 working days and provide a full written investigation and response within 28 days.

    • Stage 3 (Regulatory): If you are not satisfied with our final response, or if we have not responded within the timeframe, you have the right to complain directly to our regulator:

      • The Immigration Advice Authority (IAA)

      • [Insert IAA Web Link or Address here if available]

    • Professional Indemnity: As a regulated firm, Nuvora Ltd maintains Professional Indemnity Insurance (PII) to protect our clients in the unlikely event of professional negligence.

    • Limitation of Liability: Our liability to you for a breach of your instructions shall be limited to £250,000, unless we expressly agree a higher limit with you in writing.

    • Exclusions: We accept no liability for:

      • Delays caused by the Home Office (UKVI) or third-party agencies.

      • Refusals resulting from changes in Immigration Rules or legislation that occur after your application has been submitted.

      • Refusals caused by your failure to provide truthful information or genuine documentation.

      • Losses arising from the use of third-party services (e.g., couriers, interpreters, doctors).