Refund policy

We want you to feel confident ordering with MyVisaMate. This policy explains when we give refunds, how much, and how to ask for one.

Your rights under Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. This policy explains how we handle refunds in addition to them.

What your price covers
Your price covers help with your form, a check of your answers and documents by a person, submission to the government system within your chosen speed, and support. For visas and travel authorisations, it also includes the government fee, which we pay on your behalf. In this policy, "service fee" means your price minus any government fee. Only the government decides whether to approve your application.

When you get a full refund
- You cancel before we submit. Ask any time before we submit your application and we'll refund the full price you paid.
- We find a problem before we submit. If we find that you aren't eligible for the document, or something else would stop the application succeeding (for example, your passport doesn't have enough validity), we'll tell you why and refund the full price you paid.
- You don't send your details. If we haven't received your details 30 days after you order, we'll cancel the order and refund the full price you paid. You can ask for this sooner.
- You order twice by mistake. We'll refund the duplicate order in full.
- Your application is refused because of our mistake. If the government refuses your application because we entered something incorrectly, we'll refund the full price you paid, including the government fee.

If we miss your chosen speed
- Super Urgent or Urgent: we'll refund the difference between the price you paid and the price of the speed we actually met. For example, if you paid for Super Urgent and we submitted within 4 hours, we'll refund the difference between Super Urgent and Urgent.
- Standard: if we don't submit within 24 hours, we'll refund 50% of your service fee.
- If you paid for Super Urgent or Urgent and we also miss the Standard time, we'll refund the difference down to the Standard price, plus 50% of the Standard service fee.
We do this automatically. You don't need to ask.

When we can't give a refund
- After we've submitted your application, unless we made a mistake or missed your chosen speed as described above.
- If the government refuses your application for a reason that wasn't our mistake, for example because of your answers to eligibility or declaration questions, your travel history, or information you gave us that was incorrect.
- If the government takes longer than expected to decide your application. Our speed is how quickly we submit, not how quickly the government decides.
- If you're refused entry at the border. Border officials make the final decision on arrival.
- If you change your mind or your travel plans change after we've submitted.

Government fees
Once we've paid the government fee, the government won't give it back to us. If you cancel after we've submitted, we can't refund the government fee unless the refusal or problem was caused by our mistake.

How to ask for a refund
Email team@myvisamate.com with your order number and the reason you're asking. Please ask within 30 days of your order. We'll reply within 2 business days.

How you'll get your money back
If your refund is approved, we'll process it within 5 business days, back to the payment method you used. Your bank may take a further 5 to 10 business days to show it in your account.

Not happy with our decision?
Contact us and we'll take another look. You can also contact your state or territory consumer protection agency, such as Consumer Protection WA or NSW Fair Trading.

Contact
Email team@myvisamate.com or use our Contact page.