Refund Policy
1. Introduction
Visa ePortal provides professional support services for electronic travel authorisations, including applications for Australia, Vietnam, Canada, New Zealand, and the United Kingdom.
We understand that circumstances may change and that refund requests may arise. This Refund Policy explains when refunds may be available and when they may not apply, while respecting your rights under applicable consumer protection laws.
2. Scope of Our Services
We provide information, guidance, and structured assistance for electronic travel authorisation applications.
A service is considered to have commenced once any of the following occurs:
Review of your documents has begun
Application forms have been prepared or completed
An application has been submitted or made ready for submission
Once a service has commenced, service fees are generally non-refundable, subject to any rights available under applicable consumer protection laws.
3. When a Refund May Be Available
Refunds may be considered in the following situations:
Duplicate payments
If a payment has been made more than once for the same service, the additional amount will be refunded.
Service not yet started
If no work has commenced and a refund request is received within 24 hours of payment, a refund may be approved.
Legal requirements
Refunds will be provided where required under applicable laws, including the Australian Consumer Law.
All requests are assessed fairly on a case-by-case basis.
4. When Refunds May Not Be Available
Refunds are generally not available in the following situations:
Where work on your service has already commenced
Where an application is delayed, refused, or rejected by a government authority
Where incorrect, incomplete, or misleading information is provided
Where required documents are not submitted within the requested timeframes
Where you choose to cancel or withdraw after services have begun
Nothing in this section limits any rights you may have under applicable consumer protection laws.
5. Government and Third-Party Charges
Government fees and third-party charges, including fees imposed by immigration authorities and payment service providers, are non-refundable once incurred, as these are outside our control.
We do not influence government decisions, processing times, or policy changes, and are not responsible for application outcomes.
6. Submitting a Refund Request
To request a refund, please contact us at info@visa-eportal.com using the subject line “Refund Request”, and include the following:
Your full name and contact details
Proof of payment or transaction receipt
Any relevant details to assist us in reviewing your request
All personal information will be handled in accordance with our Privacy Policy.
Refund requests are typically reviewed within 5 to 10 business days.
7. Refund Processing Time
Approved refunds are issued to the original payment method unless otherwise agreed.
Processing times may vary between 5 and 15 business days, depending on your bank or payment provider.
Delays caused by financial institutions or third-party processors are outside our control, to the extent permitted by applicable law.
8. Service Concerns and Dispute Resolution
If you have concerns about our services, we encourage you to contact us so we can review and address the matter promptly and fairly.
We are committed to resolving issues transparently and reasonably.
9. Consumer Rights and Regional Protections
Australia
In Australia, the Australian Consumer Law provides mandatory consumer guarantees that apply to services. These include that services must be provided with due care and skill and be reasonably fit for purpose.
If our services do not meet these guarantees, you may be entitled to a remedy, which may include a refund, repair, or compensation depending on the circumstances. These rights cannot be excluded.
United Kingdom / European Union
Consumer protection laws in the United Kingdom and European Union provide rights relating to fair contracts, transparency, and cancellation.
You may have the right to cancel certain services within 14 days. However, if you request that services begin immediately and acknowledge this, your right to cancel may be affected once the service has been fully performed, to the extent permitted by law.
Canada
In Canada, consumer protection laws require transparency in pricing and fair business practices, while privacy obligations are governed by the Personal Information Protection and Electronic Documents Act.
You may have rights relating to fair disclosure of fees, including taxes, and fair handling of services. We aim to clearly communicate all charges and transparently provide services.
United States
In the United States, consumer protection laws vary by state and may include rights relating to fair business practices and transparency. Certain states, such as California, provide additional rights under laws like the California Consumer Privacy Act.
Where applicable, you may have rights relating to how services are provided and how your personal information is handled. We aim to respect these requirements in our service delivery.
New Zealand
In New Zealand, the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 ensure that services are delivered with reasonable care and are not misleading.
You may be entitled to remedies if services do not meet acceptable standards. We aim to provide services in line with these legal expectations.
As every situation is different, we will reasonably review your circumstances and respond fairly and appropriately in line with applicable requirements.
10. Updates to this Policy
We may update this Refund Policy from time to time to reflect changes in our services or legal requirements. The latest version will always be available on our website. We encourage you to review this policy regularly.
11. Contact details
Visa ePortal
Email: info@visa-eportal.com
Address: 161 Bulli Rd Constitution Hill NSW 2145