Terms & Conditions

Please read the Immigration TS terms and conditions and our Privacy Policy and Payment Policy to learn how we strive to protect the data that you send to us; we conduct our business based on the following principles:

1. Immigration TS - Nexus Support Services is a private company not associated in any way with any government agency. Nexus Support Services strive to make clients and visitors to our website aware that we offer an independent service to clients who require support or do not want the hassle of filing government forms to relevant government agencies.

2. We provide support to US and Canadian Citizens within the US and Canada.

3. We aim to treat all clients with the utmost respect. If you have a problem with the way that a member of our support team has treated you, please email any comments or your complaint along with details of when the dispute took place to complaints@nexus-card.ca marked for the attention of Complaints Department. We aim to deal with all disputes honestly and fairly.

4. We issue refunds under specific conditions. Please email us at refund@nexus-card.ca with your refund request or use the refund request form. Nexus Support Services refund policy is detailed below.

5. All of our application forms for the travel programs listed on this website contain a service fee sheet explaining the services we offer. By submitting your application you accept our fees and terms of business. Our application support packs contain free government forms. By downloading our application support packs you are paying for the additional support information, which aids the filling of the government application forms. Nexus Support Service terms and conditions of downloading an application support pack are listed on every page with a request to read before downloading.

6. We strive to add accurate content to our website; however government information and programs can change at any time without notice. To this end we do not accept responsibility for inaccurate information. Should you find inaccuracies on the nexus-card.ca website, please let us know the URL and the information you believe to be misleading or incorrect.

7. All information provided to Immigration TS Group is strictly confidential and at all times. We do not give or sell information to third parties. Each of our staff members are bound by legal agreements prohibiting disclosure of information outside of the companies secure environment. Once we have fulfilled our business with a client their personal information is destroyed and/or  deleted from our systems. We do not generally allow our agents to make outbound calls (except in urgent cases) Agents are prohibited from taking any credit/debit card information by phone. All contact with our clients is conducted via secure web pages and the email address registered on your application. All email is monitored.

8. We do not accept responsibility for information submitted by clients, which is false, inaccurate, misleading, illegible or incomplete.

9. Immigration TS - Nexus Support Service employees responsible for processing applications use titles like “Applications Agent” and “ US Visa Applications Agent” to describe their position in the company. This "Agents" title is not in any way related to the positions in the US/Canada government Customs and Border Protection agency who use the term “Border Crossing Officer” to describe public servants who administer regulations associated with immigration and customs control.

10. Immigration TS -Nexus Support Services provides an online application process for trusted traveler program applications as a paid support service with a fee stated on the relevant service page. By requesting registration and paying a fee per applicant, you have agreed to the initial registration, enrollment support, application submission and application certification being provided to you by Immigration TS - Nexus Support Services (NSS) for which the fee was charged. Under normal circumstances full refunds are not given for online applications which are instant. A full refund will be given in the event that we are unable to process your application due to missing data, or in the event that you submit a refund request prior to your application being certified with the relevant government agency.

11. In cases where you have technical issues with links or online forms, please email us: info@nexus-card.ca with your Payment reference number and we shall endeavor to resolve the issue with your purchased service immediately. In cases where a technical issue with our system is not resolved with 24 hours then a full refund will be issued.

Refunds Policy

Immigration TS Group strive to provide every client with a highly efficient service. However we appreciate that there may be times when you wish to cancel our service. Nexus Support Service provides a money back guarantee and will refund your payment in full with no questions asked, if you submit a refund request and have not submitted an application form, or your submitted application has not been certified with the relevant government agency.

In this instance, please email Nexus Support Services immediately: refund@nexus-card.ca or submit an online refund request here. We encourage refund requests rather than disputes and You don’t have to give a reason for your refund request, just be sure to provide us with the transaction ID so that we can trace your payment.  We will process and provide your full refund within 48 hours of us receiving your notification request. You must submit your refund request within 45 days of purchasing our service.

We cannot make refunds when an application has been successfully submitted according to the terms and conditions outlined on the application form, or where an online registration has been provided and certified with the relevant government agency, which you agreed to when you submitted your application to Immigration TS - Nexus Support Services. However if you believe that we have not carried out our work according to the terms and conditions outlined on the application form please email us – Nexus Support Services is always reasonable and we’re willing to help.

We cannot refund fees paid directly to government agencies. To receive a refund of government fees you must contact the relevant agency directly.

In the rare case of a dispute, Please use our simplified online refund procedure before any escalation, as the full amount of your application fee may be disputed by Immigration TS in the event of any charge back where you have not first submitted a refund request using the refund request form.

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