Commercial policy
Clear refund rules protect both students and the service. Here is how cancellation, cooling-off, and guarantee requests are handled.
For online consumer purchases, Dutch consumer rules usually give a 14-day cooling-off period after the service contract is confirmed. If you ask us to start work during that period, we may ask for explicit consent and may charge for work already performed if you withdraw.
If you cancel before we start reviewing or preparing your file, the starting point is a full refund of the paid service fee, unless a different lawful arrangement was clearly agreed.
If you requested immediate start and we have already performed part of the service, a proportional amount may be retained for work already delivered. This must be made clear before payment.
Once a written review, report, map, or preparation plan has been delivered, ordinary change-of-mind refunds may be limited, subject to mandatory consumer rights and any guarantee that applies.
The guarantee refund covers only the SubmitReady service fee and must be requested within 14 days of a full DUO rejection. It does not cover expected student finance, benefit amounts, loans, travel value, delays, or changed circumstances.
Email refunds@submitready.nl with your name, order email, service purchased, payment date, and the reason for the request. Do not send DigiD credentials, BSN, or sensitive documents by ordinary email.