Version of [date].
In short
- You can get a refund within 30 days of payment.
- You do not need to give a reason. This applies even if you have already downloaded the PDF.
- The money goes back to the payment method you used.
- We do not receive USCIS fees and cannot refund them. Only USCIS refunds its fees, under its own rules.
- At payment we check the state by the ZIP code of the billing address you enter in the Paddle window. If the state is not on the list of sale states (it is in the Terms of Service, section 4), or the address is in the City of Philadelphia itself (suburbs are allowed), access is not opened and the payment is refunded in full. You do not need to ask.
How to ask for a refund
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle is the official seller: it sells you access and processes refunds.
Two ways:
- Through Paddle: open your receipt e-mail from Paddle and use the support link in it, or go to paddle.net and choose "Request refund".
- Write to us at [email protected] with the e-mail you paid with and your order number. We will pass the request to Paddle.
Paddle usually sends the money within 14 days after approving the refund. When it reaches your card depends on your bank.
Our promise (guarantee)
If USCIS rejects or returns your application because of a Svoim USA software error, we refund what you paid Svoim USA. This applies for 12 months from the payment date, so also after the 30-day period.
A software error is, for example: a wrong PDF field, an outdated form edition, a wrong fee calculation for the category you selected.
Not a software error:
- you chose the wrong form or category;
- your answer was wrong or incomplete;
- USCIS denied the case on the merits (decided you are not eligible).
How to ask:
- Write to [email protected].
- Attach the USCIS letter (a photo or scan is fine).
- Leave visible: the date of the letter, the form name and the reason USCIS rejected or returned the application.
- You may black out everything else: A-number (your immigration file number, starts with A), receipt number, SSN (Social Security number), date of birth, address. We do not need them.
- Sometimes we may ask to see the form page with the error. You may black out numbers on it too.
What we do with the letter is described in the Privacy Policy.
We review the request, and Paddle processes the guarantee refund, like any other refund. If Paddle cannot process the refund, we will find another lawful way to return your money.
When a refund may be refused
If there are signs of fraud or refund abuse — for example, many purchases and refunds in a row from one e-mail.
Your rights
This policy does not limit your rights and remedies under law.
Svoim USA is not a substitute for the advice or services of an attorney. Not affiliated with USCIS.
This policy exists in Russian, Ukrainian and English. If the versions differ, the Russian version prevails.