Refund Policy

Introduction

This Refund Policy outlines the circumstances under which Ozviz Migration Pty Ltd ("Ozviz Migration", "we", "us", or "our") may provide refunds for our migration services. We are committed to transparency and fairness in our refund practices, in compliance with the Migration Agents Regulations 1998 (Cth), the Code of Conduct for Migration Agents, and Australian consumer law. Please read this policy carefully before engaging our services, as refunds are only issued in exceptional circumstances.

General Refund Policy

Ozviz Migration operates a strict no-refunded policy under normal circumstances. Once you engage our services and work has commenced, professional fees are non-refunded except in very specific, exceptional situations as outlined in this policy. This applies regardless of the outcome of your visa application or any change in your personal circumstances.

Our strict refund policy is in place because:

• (a) We invest significant time, expertise, and resources into preparing and managing your visa application;
• (b) Visa outcomes are determined by the Department of Home Affairs, and we cannot guarantee approval;
• (c) Payments are agreed upon in the Service Agreement, which you accept before we commence work.

Non-Refundable Situations

Refunds will not be provided in the following situations, which are considered normal circumstances:

• (a) Your visa application is refused, delayed, or cancelled by the Department of Home Affairs, as such decisions are beyond our control;
• (b) You change your mind, withdraw your application, or decide not to proceed with your visa application for any reason;
• (c) You fail to provide accurate, complete, or timely information or documents, resulting in delays or refusal of your application;
• (d) Changes in Australian migration law or policy affect your eligibility or application outcome;
• (e) You incur additional costs due to government fee increases, medical assessments, or other third-party charges;
• (f) You fail to meet visa conditions or comply with Australian laws, resulting in visa cancellation or refusal.

Exceptional Circumstances for Refunds

Refunds may be considered at our sole discretion in the following exceptional circumstances:

• (a) Agency Error: If Ozviz Migration makes a significant error or omission that directly results in the failure of your visa application, and this error is solely attributable to our negligence (e.g., failing to lodge your application within a required timeframe despite having all necessary documents). In such cases, we may refund a portion of the professional fees paid, limited to the work directly affected by the error.
• (b) Legal Requirement: If we are required by Australian law, such as the Australian Consumer Law, to provide a refund due to a failure to deliver services as promised in the Service Agreement (e.g., if we fail to provide any services after payment and before termination).
• (c) Services Not Commenced: If you terminate the Service Agreement in writing before we have commenced any work on your application, we may refund the professional fees paid, minus any administrative costs already incurred (e.g., consultation fees or initial assessments).

In all cases, refunds are not guaranteed and will be assessed on a case-by-case basis. Government fees, disbursements (e.g., courier fees, translation costs), and third-party charges are non-refunded under any circumstances, as these are paid directly to external entities.

Refund Process

If you believe you are eligible for a refund under the exceptional circumstances outlined above, you must follow this process:

• (a) Submit a written refund request to us within 14 days of the issue arising, detailing the reason for your request and providing any supporting evidence (e.g., proof of agency error);
• (b) Allow us up to 30 days to review your request and determine eligibility for a refund;
• (c) If approved, the refund will be processed to the original payment method within 14 days of approval.

We reserve the right to deny a refund if the request does not meet the criteria for exceptional circumstances or if the issue is due to factors outside our control.

Termination of Services

If either party terminates the Service Agreement, the following applies to refunds:

• (a) If you terminate the agreement after work has commenced, no refund will be provided for professional fees, as per our general refund policy;
• (b) If we terminate the agreement due to your failure to pay fees, provide information, or comply with the agreement, no refund will be provided;
• (c) If we terminate the agreement for reasons not attributable to you (e.g., we are unable to continue providing services due to legal or regulatory constraints), we may refund any unearned professional fees at our discretion.

Termination does not automatically entitle you to a refund unless the exceptional circumstances outlined above apply.

Dispute Resolution

If you disagree with our refund decision, you may:

• (a) Contact us in writing to discuss your concerns, and we will attempt to resolve the dispute through good-faith negotiations within 14 days;
• (b) If the dispute remains unresolved, pursue mediation through a mutually agreed mediator;
• (c) Lodge a complaint with the Office of the Migration Agents Registration Authority (OMARA) at www.mara.gov.au if you believe we have breached the Code of Conduct;
• (d) Seek recourse under Australian consumer law by contacting the Australian Competition and Consumer Commission (ACCC) or your local fair trading authority.

All disputes are subject to the laws of Western Australia, Australia, and the exclusive jurisdiction of the courts of Western Australia.

Changes to This Refund Policy

Ozviz Migration reserves the right to update this Refund Policy at any time. Changes will be published on our website, and the updated policy will apply to all services engaged after the date of publication. If you have an ongoing Service Agreement, we will notify you of material changes in writing.