Refunds & Cancellations Policy

At Visa Journey Australia, we aim to provide a smooth, transparent and supportive experience from the moment you book a consultation through to the completion of your migration matter. This policy explains how refunds and cancellations are handled for both consultations and professional services. For consultation‑specific information, please refer to the Consulation Policy.

1. Consultations

Rescheduling

If you can no longer attend your consultation, please let us know as soon as possible (preferably by phone) so we can reschedule your appointment. You may reschedule once at no cost. Repeated rescheduling requests may incur a $20 administration fee, as multiple changes require additional administrative handling.

Rescheduling and Refund Eligibility

Rescheduling is offered to support genuine changes in availability and cannot be used to reset or extend refund eligibility. If a consultation is rescheduled and later cancelled, any refund will be assessed based on the original appointment date and time, not the rescheduled one.

2 Consultation Cancellations & Refunds

Administration Fee

A $20 administration fee applies in two situations:

Refunds for cancelled consultations - this fee covers non‑refundable payment processing charges and the administrative work completed when setting up your consultation.
Multiple reschedules - you may reschedule once at no cost. If you need to change your appointment time more than once, a $20 administration fee may apply to cover the additional administrative work involved.

Refund Amounts

Refunds for consultations are based on the amount of notice provided:

More than 48 hours’ notice: Full refund (less the $20 administration fee), or you may reschedule.
Less than 48 hours’ notice: 75% refund (less the $20 administration fee), or you may reschedule once at no cost.
Less than 24 hours’ notice: 50% refund (less the $20 administration fee), or you may reschedule once at no cost.
Less than 4 hours’ notice: The consultation fee is forfeited, or you may reschedule once at no cost.
No‑shows: The consultation fee is forfeited.

Exceptions to notice periods may be made in genuine emergencies.

Late Arrivals

If you arrive late, the consultation may still need to finish at the scheduled time to avoid impacting other clients. If you are more than 15 minutes late, the session may be treated as a no‑show.

3. Professional Services (Visa Application Work)

What Professional Fees Cover

Professional service fees reflect the work performed and may include:

reviewing your documents
research and preparation
drafting and lodging your application
communication with the Department of Home Affairs
ongoing support throughout your matter

These fees relate to the work completed, not the outcome of your visa application.

Refunds for Professional Services

Refunds may be available only when:

work has not yet commenced, or
we are unable to continue providing services due to circumstances on our end

Refunds are not available when:

work has already been completed (in full or in part)
you change your mind after work has begun
you withdraw your instructions
your circumstances change
the Department of Home Affairs refuses your application
processing times change
government policy changes

Government Fees & Third‑Party Costs

Government charges and third‑party fees (e.g., medicals, police checks, translations) are non‑refundable. These are paid directly to the relevant provider and are outside our control.

4. Withdrawal of Instructions

If you choose to stop your application after work has begun:

you will be invoiced for work completed up to the date of withdrawal
any unpaid fees become immediately due
no refund is available for work already performed

5. Termination by Visa Journey Australia

We may end the engagement if:

you provide false or misleading information
you fail to provide required documents
you do not follow professional advice
fees remain unpaid
continuing the matter would breach our professional obligations

If this occurs, you will be invoiced for work completed up to the termination date.

6. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law.

7. Contact Us

If you have questions about this policy, please contact us by:

Email: hello@visajourney.com.au

Phone: +61 406 492 037