1:1 Tailored Help — Terms and Conditions
These Terms and Conditions (“Terms”) are a legally binding agreement between you (“Participant”) and wearefreemovers GmbH (“we”, “us”). By purchasing or using the 1:1 Tailored Help service (the “Service”), you agree to these Terms.
Table of contents
- Purpose & Scope
- Definitions
- Service Tiers & Deliverables
- Ordering & Payment
- Scheduling, Rescheduling & Cancellations
- Refund Policy – Decision Codes
- Deliverable Timelines
- Upgrades, Downgrades & Add‑ons
- Participant Responsibilities & Academic Integrity
- No Guarantees of Admission or Outcomes
- Immigration/Legal Disclaimer
- Confidentiality & Data Protection
- Intellectual Property & Use of Deliverables
- Communications & Recordings
- Programme Modification and Termination
- Limitation of Liability
- Governing Law and Jurisdiction
- Contact
1. Purpose & Scope
These Terms govern how the Service is purchased, scheduled and delivered, including eligibility, cancellations, refunds, deliverables and your responsibilities. These Terms apply only to the 1:1 Tailored Help Service and do not govern university Confirmation Deposits, Cashback, Referral, Go Together, or any other promotions, which are covered by their respective terms.
2. Definitions
Platform — the website www.wearefreemovers.com.
Participant — an individual who purchases or uses the Service.
Tier A – Call Only — a single 1:1 video call providing personalised guidance (no written report).
Tier B – Call + Report — an initial 1:1 video call followed by a personalised written report/plan.
Tier C – Full Support — Tier B plus hands‑on application support (checklists, document review, platform guidance and timeline management).
Confirmed Slot — the date/time for a call that we have confirmed via e‑mail or calendar invite.
No‑Show — you miss a Confirmed Slot without joining within 10 minutes and without rescheduling under §5.
Start of Report Work — the earlier of (i) the e‑mail we send confirming the agreed report outline/scope, or (ii) two (2) business days after the Tier B/C call.
Start of Application Support — when we first perform a material support activity (e.g., reviewing documents, preparing checklists, liaising on platform steps) after the report delivery.
Business Day — any day other than Saturday/Sunday and Swiss public holidays.
3. Service Tiers & Deliverables
Tier A – Call Only: one 1:1 video call (up to 60 minutes). You may submit questions beforehand; we will tailor the session accordingly.
Tier B – Call + Report: includes Tier A call plus a written report/plan (PDF or docx) with personalised recommendations and next steps.
Tier C – Full Support: includes Tier B deliverables plus hands‑on support for your application process (document checklists, timeline planning, document review for clarity/completeness, and navigation guidance on host platforms). We do not complete forms on your behalf unless explicitly agreed in writing.
4. Ordering & Payment
Fees are displayed on the Service page/checkout at the time of purchase and are inclusive/exclusive of taxes according to applicable law. Payment is due in full at checkout. Your purchase is personal, non‑transferable and for the period stated during purchase.
5. Scheduling, Rescheduling & Cancellations
5.1 Scheduling. After purchase, you will receive instructions or a link to book a Confirmed Slot. If you do not select a time within seven (7) calendar days, contact us; otherwise we may propose slots by e‑mail.
5.2 Rescheduling by Participant. You may reschedule once free of charge if you request at least twenty‑four (24) hours before the Confirmed Slot. Requests within twenty‑four (24) hours are treated as a cancellation (see Code C4 in §6).
5.3 Cancellations by Participant. If you cancel the Service (rather than reschedule), refunds are governed by the Decision Codes in §6.
5.4 Cancellations/Changes by us. If we must cancel or reschedule, we will offer reasonable alternative times. If we cannot offer a suitable alternative within five (5) Business Days, Code C1 applies.
6. Refund Policy - Decision Codes
Code C1 – We cancel and cannot reasonably reschedule
Situation: we cancel your Confirmed Slot and cannot offer a suitable alternative within ten (10) Business Days.
Refund: 100% of the Service fee.
Evidence: our cancellation e‑mail thread.
Code C2 – Participant cancels ≥24h before first Confirmed Slot and no work started
Situation: you cancel at least twenty‑four (24) hours before the first Confirmed Slot and, for Tier B/C, before Start of Report Work.
Refund: 100% of the Service fee.
Evidence: your cancellation e‑mail and booking log.
Code C3 – Participant reschedules ≥24h before first Confirmed Slot
Situation: you reschedule at least twenty‑four (24) hours before the first Confirmed Slot (one free reschedule under §5.2).
Refund: not applicable; the Service continues.
Code C4 – Late cancellation (<24h) or No‑Show for Tier A/B/C
Situation: you cancel less than twenty‑four (24) hours before the first Confirmed Slot or you are a No‑Show.
Refund: 0% (fee forfeited). We may, at our discretion, offer a paid rebooking.
Code C5 – Tier B only: cancel after call but before Start of Report Work
Situation: you cancel Tier B after the call has taken place but before Start of Report Work.
Refund: 50% of the Tier B fee (the remaining 50% accounts for the completed call and preparation).
Code C6 – Tier B only: cancel after Start of Report Work or after report delivery
Situation: Start of Report Work has occurred or the report has been delivered.
Refund: 0% (fee forfeited).
Code C7 – Tier C only: phased refunds for unused components not yet started
Situation: you cancel Tier C and we have not started some components.
Refund: the unused portion only, based on these component weights: Call 20%, Report 30%, Application Support 50%.
Example: if the call and report are completed but Application Support has not started, you may receive 50% of the Tier C fee.
No refund for any component once that component has started.
Code C8 – Force‑Majeure event preventing attendance of first call
Situation: serious illness, bereavement or comparable emergency prevents you from attending the first call and you notify us with evidence before or within forty‑eight (48) hours after the missed slot.
Refund: no cash refund, but you may reschedule once free of charge within thirty (30) calendar days. If we cannot offer any suitable slot within that period, Code C1 applies.
Evidence: doctor’s certificate or comparable proof.
How to request a refund: e‑mail [email protected] with subject line “Consultancy Refund – [Your Name] – [Decision Code]”. Attach any required evidence. We aim to review within ten (10) Business Days and execute approved refunds within fifteen (15) calendar days to the original payment method (or via SEPA/WISE if card tokens have expired).
7. Deliverable Timelines
For Tier B/C, the delivery date for the report will be agreed during the call. We will confirm the date by e‑mail. If you delay in providing information we reasonably request, timelines will shift accordingly. For Tier C, Application Support timelines depend on host‑institution schedules and your responsiveness.
8. Upgrades, Downgrades & Add‑ons
Upgrades: you may upgrade from Tier A to B or C, or from Tier B to C, by paying the difference in price; the upgraded Service then follows these Terms.
Downgrades: not permitted once purchased.
Add‑ons (e.g., extra calls, additional document reviews) may be purchased separately and are non‑refundable once delivered or started.
9. Participant Responsibilities & Academic Integrity
You must provide accurate and complete information, monitor your e‑mail for requests and deadlines, and act promptly. You remain solely responsible for meeting host‑institution requirements and deadlines.
Academic integrity: we do not write personal statements, motivation letters or essays from scratch. We can review drafts and provide feedback and language edits, but all application materials must be your own work. Submitting work that is not your own may lead to disqualification by the host institution.
10. No Guarantees of Admission or Outcomes
We provide guidance based on experience and publicly available information, but admissions, scholarships and visa outcomes are decided solely by third parties. We do not guarantee admission, scholarship awards, credit recognition, visa issuance or any specific outcome.
11. Immigration/Legal Disclaimer
Any information we provide about visas, insurance or legal matters is general guidance only. For legal or immigration advice tailored to your situation, consult a qualified professional or the competent authorities.
12. Confidentiality & Data Protection
We handle your personal data in accordance with our Privacy Policy. Do not share sensitive data we do not need. If you provide third‑party personal data, you confirm you have the right to share it.
13. Intellectual Property & Use of Deliverables
Reports, checklists, templates and other materials we create remain our intellectual property. We grant you a personal, non‑transferable licence to use them for your own application. You may not redistribute, publish or sell our materials without consent.
14. Communications & Recordings
Calls are held via common video‑conferencing tools (e.g., Google Meet, Zoom or similar). We do not record calls without your explicit consent. You may not record or publish our calls or materials without our written permission.
15. Programme Modification and Termination
We may amend these Terms at any time. Material changes will take effect fourteen (14) days after posting, unless a shorter period is required to comply with law or prevent abuse. Requests submitted before the effective date will be handled under the prior version.
16. Limitation of Liability
To the maximum extent permitted by law, our aggregate liability under these Terms is limited to the amount you paid for the Service. We shall not be liable for indirect, incidental, special or consequential losses.
17. Governing Law and Jurisdiction
These Terms are governed by substantive Swiss law, to the exclusion of its conflict‑of‑law rules. Any dispute shall be submitted to the exclusive jurisdiction of the ordinary courts at our registered seat (Baar, Canton Zug, Switzerland), unless mandatory consumer‑jurisdiction rules grant you the right to sue or be sued elsewhere.
18. Contact
Questions? Write to [email protected].
