11.1 Overview

This Refund Policy is subject to your rights under the Australian Consumer Law and any other applicable law.

Except where required by applicable law, fees paid to FileRight for access to or use of the Services are non-refundable once substantial performance has occurred.

Notwithstanding the foregoing, FileRight offers a limited refund right for certain Services as described below.

Nothing in this Refund Policy limits any non-excludable rights you may have under the Australian Consumer Law or other applicable law.

11.2 Thirty-Day Limited Refund for Certain Services

For Services that do not include third-party professional services, legal services, migration agent services, translation services, mailing services, courier services, or government submission assistance, you may request a refund within thirty (30) calendar days of the original payment date, provided that:

• The application or materials have not been printed, downloaded, exported, saved, shipped, mailed, uploaded, submitted, or otherwise accessed in final form;
• The application has not been filed, mailed, uploaded, submitted, or delivered to any government authority;
• No third-party services have been initiated;
• No translation, shipping, mailing, courier, electronic filing, upload, or submission support has been initiated;
• Substantial performance of the purchased Service has not occurred.

For purposes of this Refund Policy, substantial performance includes, without limitation:

• Accessing, downloading, printing, exporting, saving, or receiving completed or finalised application materials;
• Generating finalised application outputs;
• Initiating translation, mailing, courier, filing, upload, electronic filing, or submission support;
• Requesting that FileRight prepare materials for shipment, delivery, upload, filing, or submission;
• Using the Services in a manner that produces completed deliverables ready for filing or submission;
• Receiving a physical or electronic product;
• Initiating a third-party professional service.

Once substantial performance has occurred, the Service fee becomes non-refundable except where required by applicable law.

11.3 Government Fees and Third-Party Services

Visa application charges, government filing fees, biometrics fees, health examination fees, police check fees, courier fees, translation fees, legal practitioner fees, registered migration agent fees, professional service fees, and other third-party costs are non-refundable by FileRight and are governed by the applicable government agency’s or third-party provider’s terms and policies.

FileRight does not control government decision-making and does not provide outcome-based refunds.

11.4 No Outcome-Based Refunds

Refund eligibility is not based on:

• Grant, approval, refusal, return, rejection, or cancellation of any application;
• Requests for additional information;
• Invitations or interview requests;
• Administrative delays;
• Changes in law, policy, procedure, forms, fees, portals, or agency practice;
• Government processing times or backlogs;
• Your underlying eligibility or ineligibility;
• Any government decision or action outside FileRight’s control.

11.5 Print, Mail, Courier, and Delivery Services

If your Service includes print, mail, courier, or delivery support, only the package shipment described at checkout is included unless expressly stated otherwise.

If tracking shows that a package was delivered, no refund will be issued for the print, mail, courier, or delivery portion of the Service, except where required by applicable law.

If a package is not received and cannot be shown as delivered by the applicable carrier, FileRight may send a replacement package at no additional cost or provide another remedy, as determined by FileRight and subject to applicable law.

11.6 Verification and Abuse Prevention

FileRight may request documentation reasonably necessary to evaluate a refund request.

Refunds may be denied in cases involving:

• Fraud or misrepresentation;
• Chargeback abuse or payment disputes initiated before contacting FileRight;
• Violation of these Terms;
• Repeated refund requests indicating misuse of the Services;
• Attempts to obtain completed application materials before requesting a refund;
• Use of the Services in a manner inconsistent with this Refund Policy.

FileRight may suspend or terminate accounts engaged in abusive refund practices.

11.7 Discretionary Credits

If a refund does not qualify under this Refund Policy, FileRight may, at its sole discretion, issue a non-transferable store credit.

Store credit:

• Has no cash value;
• May not be redeemed for cash;
• Expires one (1) year from issuance unless otherwise stated;
• May not be resold, transferred for value, or publicly marketed.

11.8 Submitting Refund Requests

Refund requests should be submitted through the official refund request portal or other official refund process identified by FileRight.

Using the official refund process helps FileRight verify your request and process it efficiently. Requests submitted through social media platforms, messaging applications, payment processors, app stores, marketplaces, or informal channels may delay resolution.

Nothing in this section limits any notice, refund, or consumer rights that cannot be limited under applicable law.

11.9 Processing Timeline

Approved refunds will be issued to the original method of payment within five (5) business days of approval, where reasonably possible.

Financial institutions and payment processors may require additional time to post the transaction. FileRight is not responsible for delays caused by payment processors, card issuers, or banks.