Refund policy
When payments to Royal Golden are refunded under the services contract, and how a refund is requested and paid.
Scope
This policy applies to payments made to Royal Golden under the Vanuatu citizenship services contract signed in the client portal. The contract sets out the details of each order; if this policy and the contract differ, the contract prevails.
General rule
The customer is aware that payments related to the review and processing services for the Vanuatu citizenship application, including government fees, eligibility review and services whose performance has begun, will be non-refundable in accordance with the provisions of the contract, except where the applicable law or the approved contract requires a refund.
Refunds the contract requires
The following refunds are express exceptions to the general rule. No non-refund rule of the contract or of this policy limits them.
- Official rejection by a competent authority of Vanuatu (the Financial Intelligence Unit or the authority that decides on citizenship): Royal Golden refunds 100 % of everything received for the application, without any deduction — no government fees, translation costs, internal fees or review costs — within at most 72 hours of its receipt of the official notice of the rejection. After a rejection by the FIU the second payment never becomes payable.
- Guarantee of the result: if the applicant has met every obligation under the contract, has given correct documents and has paid as agreed, but citizenship is finally not granted, Royal Golden refunds all amounts received under the contract.
Cases without a refund
- Voluntary withdrawal by the applicant after signing: the amounts paid are not refunded, subject to the rights that mandatory law gives the applicant and that cannot be waived.
- Second payment not made: if the second payment is not made within at least 40 calendar days of the notice of the FIU approval, and no written extension was agreed, Royal Golden may terminate the contract; the deposit is then not refunded, to the extent permitted by mandatory law. This never applies after an FIU rejection.
- False or misleading information, forged documents or a material breach of the contract by the applicant are reviewed separately and never reduce the refund after an official rejection.
Rights under mandatory law
This policy does not remove or limit any right that mandatory law grants the customer, including a statutory right to withdraw from a contract concluded at a distance where such a right applies to the customer (services contract, Article 11.3).
Government and third-party fees
The contract price includes every cost agreed for the application, from the start of the services until the citizenship documents are issued: the official government fees, the review, processing and eligibility stages, Royal Golden's administration and follow-up, the translation of all documents, certification, notarisation and legalisation, the medical examinations and courier services the application requires, the Vanuatu passport, the national identity card according to the applicable procedure and the citizenship certificate (services contract, Articles 4.3 and 6.3). No hidden extra cost is charged, and none of these costs is deducted from a refund after an official rejection.
How a refund is requested
Royal Golden calculates the refund when it becomes due and shows it in the client portal; no request is needed. Questions can be sent by secure message in the client portal or to info@royalgoldinvest.com, with the case number.
How refunds are paid
Refunds are actually paid to the customer through Royal Golden's authorised payment process and are recorded in the customer's file; a change of status in the portal never moves money by itself. A refund after an official rejection is paid within 72 hours of Royal Golden's receipt of the official notice. An amount received in USDT is refunded in USDT for the same amount, to a TRON address of the customer; the network fee of the return transfer is paid by Royal Golden and never reduces the amount. The rejection document, the time its notice was received, the exact amount, the due time, the persons who approved the refund, the receipt and transaction ID and the time of completion are recorded and shown in the client portal.
Changes to this policy
Each version of this policy is kept. The version in force when the customer signed the contract applies to that contract, unless mandatory law provides otherwise.