Image Immigration Services
ABN: 55 668 699 250
(“Image Immigration Services”, “we”, “our”, or “us”)
This Refund Policy forms part of the Terms and Conditions governing the provision of services by Image Immigration Services
and applies to all consultations, migration services, education-related services, professional engagements, and payments
made to Image Immigration Services.
By engaging our services, making payment, or otherwise dealing with Image Immigration Services, the client acknowledges
and agrees to be bound by this Refund Policy.
1. Purpose and Scope
This Refund Policy sets out the circumstances in which refunds may or may not be provided in relation to professional services supplied by Image Immigration Services.
This policy applies to all services provided by Image Immigration Services, including but not limited to:
- Migration consultations
- Visa application services
- Sponsorship services
- Administrative Review Tribunal (ART) matters
- Judicial review assistance
- Education and admission services
- Insurance-related referrals or assistance
- Professional migration and administrative services
- Other migration-related professional services
All fees, charges, and refunds are administered in accordance with applicable Australian laws, contractual arrangements, and professional obligations.
2. Professional Fees
Professional fees charged by Image Immigration Services are consideration for professional time, expertise, administrative work, document preparation, migration assistance, consultation services, case management, and related professional services.
Professional fees are communicated to the client prior to engagement and are payable in accordance with the relevant service agreement, invoice, or payment arrangement.
Unless otherwise expressly stated:
- All professional fees are exclusive of GST
- GST will be charged where applicable pursuant to Australian taxation legislation
3. Non-Refundable Professional Fees
Subject to any rights available under the Australian Consumer Law, professional fees are generally non-refundable once work has commenced.
For the purposes of this policy, “work commenced” includes, but is not limited to:
- Initial file assessment
- Consultation services
- Eligibility assessment
- Reviewing documents or information
- Providing migration strategy or professional advice
- Preparing applications, submissions, or correspondence
- Liaising with government departments, tribunals, courts, employers, sponsors, or third parties
- Administrative or case management activities
- Any substantive professional work performed on behalf of the client.
Refunds will generally not be provided where:
- The client changes their mind
- The client elects not to proceed;
- The client becomes ineligible after engagement
- Migration laws or policies change
- The client engages another provider
- An application or matter is unsuccessful
The client acknowledges that migration outcomes are determined solely by relevant authorities and that no guarantee of success is provided.
4. Consultation Fees
Consultation fees are payable in advance and are required to secure consultation appointments.
4.1 Cancellation of Consultation Appointments
Consultation appointments may be cancelled up to forty-eight (48) hours prior to the scheduled appointment time for a full refund.
4.2 Rescheduling
Consultation appointments may be rescheduled without penalty where at least twenty-four (24) hours’ notice is provided prior to the scheduled appointment time.
Late rescheduling requests may incur an administrative fee.
4.3 Late Cancellation and Non-Attendance
Where:
- a consultation is cancelled within forty-eight (48) hours of the scheduled appointment time
- the client fails to attend the consultation
- the consultation has commenced or been completed
consultation fees shall be non-refundable.
Consultation fees are not transferable to future professional services unless expressly agreed in writing.
5. Government Charges and Third-Party Fees
Government charges and third-party fees are separate from the professional fees charged by Image Immigration Services and are generally non-refundable.
Such fees may include, without limitation:
- Department of Home Affairs application charges
- Tribunal or court filing fees
- Skills assessment fees
- Medical examination fees
- Police clearance fees
- Translation or interpretation costs
- Educational institution fees
- Insurance fees
- Courier or administrative charges
Refunds relating to third-party fees are strictly subject to the terms, conditions, and policies of the relevant third-party provider or authority.
Image Immigration Services accepts no liability for the refund practices or decisions of third parties.
6. Circumstances Where Refunds Will Not Be Provided
Without limiting any other provision of this policy, refunds will generally not be provided where:
- immigration laws, policies, or eligibility requirements change after engagement
- the client fails to provide requested information or documentation
- the client fails to comply with requests, deadlines, or legal obligations
- the client fails to attend interviews or appointments
- incomplete, incorrect, misleading, or fraudulent information is provided
- previous visa refusals or relevant material facts are concealed
- applications are refused, cancelled, or delayed by relevant authorities; or
- the client voluntarily withdraws from services after work has commenced
7. Third-Party Services and Education Matters
Where Image Immigration Services facilitates or assists with third-party services, including but not limited to:
- educational institution admissions
- Overseas Student Health Cover (OSHC)
- insurance services
- English language or coaching services; or
- external training providers
refunds remain subject to the policies and contractual terms of the relevant third-party provider.
Image Immigration Services does not guarantee refunds from third-party providers.
8. Chargebacks and Payment Disputes
Clients agree to first contact Image Immigration Services to attempt resolution of any payment dispute prior to initiating a chargeback or dispute through a financial institution.
Where a chargeback or payment dispute is initiated in relation to validly provided services, Image Immigration Services reserves the right to:
- dispute the chargeback
- suspend or terminate services
- recover outstanding amounts; and/or
- commence recovery or legal proceedings where permitted by law
9. Refund Request Procedure
Refund requests must be submitted in writing to:
📧 info@imageimmigration.com.au
Refund requests should include:
- the client’s full name
- contact details
- details of the relevant service
- reasons for the refund request
- supporting documentation where applicable
Refund requests will be assessed having regard to:
- the terms of engagement
- the stage of work completed
- professional obligations
- applicable Australian Consumer Law requirements
10. Processing of Approved Refunds
Approved refunds will generally be processed using the original payment method unless otherwise agreed.
Processing timeframes may vary depending on financial institutions and payment service providers.
Administrative, transaction, or merchant fees may be deducted where permitted by law.
All refunds will generally be processed in Australian Dollars (AUD).
11. Australian Consumer Law
Nothing in this Refund Policy excludes, restricts, or modifies any consumer guarantees, rights, or remedies available under the Australian Consumer Law or any other applicable legislation.
Where applicable, statutory rights and remedies shall prevail to the extent required by law.
12. Limitation of Liability
To the maximum extent permitted by law, Image Immigration Services excludes liability for any direct, indirect, incidental, consequential, or financial loss arising from:
- unsuccessful applications or matters
- changes in migration legislation or policy
- decisions made by government authorities, tribunals, courts, or third parties
- delays in processing
- incorrect or incomplete information supplied by clients; or
- banking or payment processing issues beyond our reasonable control
13. Amendments
Image Immigration Services reserves the right to amend or update this Refund Policy at any time.
The most current version will be published on our website and will apply from the date of publication.
14. Governing Law
This Refund Policy shall be governed by and construed in accordance with the laws of the Commonwealth of Australia and the State of Victoria.
Any dispute arising in connection with this Refund Policy shall be subject to the jurisdiction of the courts of Australia.
15. Contact Information
Image Immigration Services
ABN: 55 668 699 250
📧 Email: info@imageimmigration.com.au
📞 Phone: +61 423 220 428
📍 Melbourne Office Level 10, 440 Collins Street, Melbourne VIC 3000
📍 Brisbane Office Level 18, 324 Queen Street, Brisbane QLD 4000
Last Updated: May 2026