Complaints and contact
Something went wrong, or you are unhappy with what you bought? Write to us. This page says how, what to include, and what happens next.
outreach@descles.com — straight to us, not into a ticket robot. If you have your receipt, put the reference from it (it looks like vc_1a2b…) in the subject: it is the fastest way for us to find the order.
What to include
- The reference on your receipt, or the email address you paid with.
- What you expected and what happened instead — a sentence is enough.
- If a file is involved, the file. It was processed in your browser, so we do not have a copy; whether to attach it is your choice.
What happens next
We answer within two business days, and we refund within 14 days of purchase if you ask — see the refund policy — whether or not you have already generated packages.
Payments and charges
Payments are processed by Waffo Pancake as our Merchant of Record, and the charge on your statement is theirs. If the problem is the payment itself — a duplicate charge, or a charge you do not recognise — write to us and we will take it up with them; you can also raise it with Waffo directly.
What we cannot do
We cannot give immigration or legal advice, we cannot influence a decision on your application, and we cannot submit anything to IRCC. If your complaint is that an application was refused, that decision is the officer's and is not something we can review.