Cancellation & Refund Policy
Cancellations, rescheduling, and refunds for our paid services.
1. Scope of This Policy
This policy explains cancellations, rescheduling, and refunds for our paid services. It should be read together with our Terms & Conditions.
2. Free Eligibility Check
Our free Eligibility Check (available at /free-australian-visa-assessments) is a self-service online form. There is no booking, fee, or appointment involved, so no cancellation or refund terms apply. You may complete it at any time, and an agent reviews submissions within one business day.
3. Paid Migration Consultation — A$110 (inc. GST)
The following terms apply to the paid Migration Consultation, booked online and paid via Stripe before the appointment is confirmed:
| Scenario | Outcome |
|---|---|
| Cancel more than 24 hours before the session | Full refund (100%). |
| Cancel less than 24 hours before the session | No cash refund. One complimentary reschedule is offered instead. |
| No-show (missed appointment without notice) | No cash refund. The slot may be rescheduled once at no charge as a goodwill measure. |
| Visa Advisor cancels or reschedules | Full refund, or a rescheduled session at your choice. |
If a rescheduled consultation is not booked within 60 days of the original appointment, we refund the consultation fee in full within 14 days.
3.1 Rescheduling
- Rescheduling with more than 24 hours' notice is free.
- A maximum of two reschedules are offered at no charge; a third request may be treated as a cancellation.
3.2 How Refunds Are Processed
Approved refunds are processed to your original payment method (via Stripe) within 5–10 business days.
4. Application Service Fees
- Before work commences: a full refund of the professional fees you have paid. Any government or third-party charge already paid on your behalf, with your agreement, is dealt with under section 5.
- Work in progress: a refund of the part of the professional fee for work not yet completed. We will give you a statement of services showing the work done and how the refund was calculated.
- After lodgement: professional fees for lodged work are earned and are non-refundable.
5. Government and Third-Party Fees
The following are set and collected by external bodies, not by us:
- DHA visa application charges.
- Skilling Australians Fund (SAF) levy.
- Skills assessment fees (e.g. Engineers Australia, ACS, VETASSESS, TRA, ANMAC).
- State/territory nomination application fees.
- DAMA processing fees.
- Health examination, police clearance, and biometric collection fees.
Once paid to the relevant body, we cannot refund these amounts ourselves. If a body refunds any amount paid through us, we pass the full refund on to you within 14 days of receiving it. Fees you pay directly to a provider, such as health examination, police clearance and biometric collection fees, are refunded, if at all, by that provider under its own terms.
6. Exceptional Circumstances
If a medical emergency or serious unforeseen event prevents you from attending, contact us as soon as possible. We will consider a fee waiver or further reschedule on a case-by-case basis, with supporting documentation.
7. How to Cancel or Reschedule
- Use the reschedule link in your booking confirmation email (preferred); or
- Email support@visaadvisor.com.au with the subject line “CANCELLATION” or “RESCHEDULE”.
8. Your Consumer Rights
Nothing in this policy excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). The positions above are offered as our standard goodwill terms and do not limit your non-excludable statutory rights.