Refund policy
Our money-back promise and when refunds of our assistance fee apply.
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Last updated: [DATE]
Our money-back promise
If an error made by us, such as a data-entry mistake we introduced that wasn't in the information you supplied, causes your application to be refused or require correction, we will [refund our assistance fee in full / correct and re-lodge at no extra cost: PLACEHOLDER, terms to be set].
Assistance fee refunds
| Situation | Assistance fee |
|---|---|
| You cancel before we start preparing your application | [PLACEHOLDER e.g. full refund] |
| You cancel after preparation starts, but before lodgement | [PLACEHOLDER] |
| We find you don't need a visa (e.g. NZ citizen) or aren't eligible | [PLACEHOLDER] |
| Our error affects your application (money-back promise) | [PLACEHOLDER] |
| Home Affairs refuses your application for reasons not caused by us | [PLACEHOLDER] |
| Duplicate order | [PLACEHOLDER] |
Nothing in this policy limits your rights under the Australian Consumer Law.
How to request a refund
Email support@australiaetaonline.com.au with your order reference. We respond within [X] business days and refund approved amounts to the original payment method within [X] business days.