Our fees explained
Before we start work, we give you a written agreement that sets out our fees, what those fees cover, and how they're paid. This is your reference point for everything to do with charges and refunds. If anything in it isn't clear, ask us before you sign.
Our professional fees are separate from third-party charges. Government charges such as visa application charges, along with fees for things like skills assessments, English tests, police checks, and medicals, are paid to those organisations, not to us. These third-party charges are generally set by the relevant authority and are usually not refundable by us.
When a refund may apply
Whether you're entitled to a refund, and how much, depends on the work already carried out at the point you ask. Professional fees are earned as we do the work, so a refund usually reflects the stage your matter has reached.
As a general guide:
- If you've paid in advance and we haven't yet started work, you may be entitled to a refund of fees for work not performed.
- If work is partly complete, any refund will usually account for the time and work already spent on your matter.
- If the work has been completed, or your application has been prepared and lodged, professional fees for that work are generally not refundable.
Things a refund does not usually cover
A refund of our professional fees does not include money paid to third parties. If you've already paid a government charge, a skills assessing body, a testing provider, or similar, those refunds (if any) are handled by that organisation under their own rules, not by us.
The outcome of an application is also separate from our fees. Immigration and education decisions are made by the relevant authorities, not by us. Because of that, we can't guarantee any particular result, and a refusal or unsuccessful outcome does not by itself entitle you to a refund of fees for work we've properly carried out. We'll always tell you honestly what we think your prospects are before you commit.
How to request a refund
If you think a refund applies, contact us in writing and explain your request. We'll review it against your service agreement and the work completed, and respond to you.
If you disagree with our decision on a refund, you can raise it through our complaints process, and you have the right to escalate further if you remain unsatisfied. See our Complaints page for how that works.
Your consumer rights
Nothing in this policy takes away rights you have under Australian Consumer Law. Where those rights apply, they operate in addition to this policy.