Terms of service
About MyVisaMate
MyVisaMate ("we", "us") is a private company that helps Australian passport holders prepare, check and submit travel documents, such as travel authorisations, e-visas and digital arrival cards. We are not a government agency and are not affiliated with any government.
Our service
When you order, we help you complete the relevant government form, a person checks your answers and documents for mistakes, and we submit your application to the official government system within the speed you choose. We keep you updated by email.
What we don't do
Only the relevant government decides whether to approve your application. We can't guarantee approval, influence a decision, or speed up the government's processing time. An approved travel document doesn't guarantee entry to a country. Border officials make the final decision on arrival.
Ordering for yourself or others
You must be 18 or over to place an order. If you order for someone else, such as a family member, you confirm that you have their permission to give us their personal information and to apply on their behalf. Each traveller needs their own order.
Your responsibilities
- Give us information that is complete, accurate and matches your passport exactly.
- Answer declaration and eligibility questions (for example, about health, criminal history or previous visa refusals) yourself and truthfully. We copy your answers exactly and can't answer these for you.
- Reply promptly if we ask a question, and check the details we confirm with you.
- Check that your passport meets the destination's validity requirements.
We aren't responsible for refusals, delays or problems at the border caused by information you gave us.
Speed and timing
Your chosen speed (Standard, Urgent or Super Urgent) is how quickly we review and submit your application. The time starts once we have your payment and complete, correct details. If we need to ask you a question, it restarts when you reply. For arrival cards that can only be submitted shortly before arrival, the time starts when the government's submission window opens. Government website outages don't count towards your chosen time.
Fees
Prices are in Australian dollars. For visas and travel authorisations, the price includes the government fee, which we pay on your behalf, so you pay one all-in price. Arrival cards have no government fee. Separate local charges, such as Bali's tourist levy, are not included. We may change our prices at any time, but the price you paid when you ordered is the price that applies to your order.
Refunds
Refunds are handled under our Refund Policy, which forms part of these terms.
Plan your travel carefully
We recommend not booking non-refundable travel until your travel document is approved. Apply well before you travel, especially for visas.
Our liability
Our services come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in these terms limits those rights. Subject to those rights, and to the extent the law allows, we're not liable for indirect losses (such as missed flights, cancelled bookings or lost holidays) caused by a government decision, government delays or system outages, or information you gave us. Where the law allows us to limit our liability for a failure of our service, our liability is limited to supplying the service again or refunding what you paid us for it.
Website content
The destination information on our website is general guidance, and entry requirements change often. We work to keep it accurate, but please check the latest requirements before you travel. You may not copy our website content, images or branding without our permission.
Privacy
We handle your personal information under our Privacy Policy.
Changes to these terms
We may update these terms from time to time. The version on our website when you place your order applies to that order.
Governing law
These terms are governed by the laws in force in Australia.
Contact
Email team@myvisamate.com or use our Contact page.