Refund Policy
Understanding our refund terms and conditions
Last Updated: December 2024
At Easy ETA, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our ETA application services.
Please read this policy carefully before submitting your application. By using our services, you acknowledge and agree to the terms of this Refund Policy.
When Refunds Are Available
Service Not Provided
If we fail to provide the application submission service due to an error on our part, you are entitled to a full refund of our service fees.
Duplicate Payment
If you accidentally made duplicate payments for the same application, we will refund the duplicate payment amount.
Before Submission
Cancellations made before your application has been submitted to Australian authorities may be eligible for a partial refund, minus processing fees.
Technical Errors
If a technical error on our website results in overcharging or incorrect payment processing, the excess amount will be refunded.
When Refunds Are NOT Available
Refunds will NOT be provided in the following circumstances:
- Application Rejection: If your ETA application is rejected or refused by Australian immigration authorities for any reason, including ineligibility, false information, or failure to meet requirements.
- After Submission: Once your application has been submitted to the Australian Department of Home Affairs, our service has been rendered and no refund will be provided.
- Change of Mind: Refunds are not provided if you change your mind after submitting payment or no longer wish to travel to Australia.
- Applicant Errors: Errors or omissions in the information you provided, including incorrect passport details, personal information, or travel plans.
- Processing Delays: Government processing delays or extended review periods that are beyond our control.
- Travel Changes: Changes to your travel plans, flight cancellations, or inability to travel for personal reasons.
- Government Fees: Any government fees paid to Australian authorities are non-refundable and are subject to their refund policies.
How to Request a Refund
Step 1: Contact Us
Send an email to au@eta.support with your refund request. Include your full name, application reference number, payment details, and reason for the refund request.
Step 2: Review Process
Our team will review your refund request within 5-7 business days. We may contact you for additional information or documentation if needed.
Step 3: Processing Time
If approved, refunds will be processed within 10-15 business days to the original payment method. Please allow additional time for your financial institution to post the refund to your account.
Partial Refunds
In certain circumstances, partial refunds may be issued at our discretion:
- Pre-Submission Cancellations: If you cancel before submission, you may receive a refund minus a processing fee to cover administrative costs incurred.
- Service Issues: If we provided only part of our service due to circumstances within our control, a proportional refund may be considered.
- Special Circumstances: Exceptional cases will be reviewed on an individual basis, and partial refunds may be offered as a gesture of goodwill.
All partial refund decisions are made at the sole discretion of Easy ETA management.
Administrative and Processing Fees
Service Fees
Our service fees cover application review, preparation, submission, and customer support. These fees are generally non-refundable once services have been provided.
Processing Charges
Payment processing fees, transaction charges, and currency conversion costs are non-refundable and may be deducted from any refund amount.
Time Limits for Refund Requests
Refund requests must be submitted within the following timeframes:
- Pre-submission cancellations: Before your application is submitted to authorities
- Service errors: Within 30 days of payment or service issue
- Duplicate payments: Within 60 days of the duplicate transaction
- Technical errors: Within 30 days of discovering the error
Refund requests submitted after these timeframes may not be considered.
Important Notes
No Guaranteed Approval: Using our service does not guarantee that your ETA application will be approved. The Australian Department of Home Affairs makes all final visa decisions, and refunds are not provided for application rejections.
Service vs. Visa: You are paying for our application assistance service, not for the visa itself. Our fees cover professional review, preparation, and submission services.
Government Policy: Changes in government policies, processing times, or requirements do not constitute grounds for a refund of our service fees.
Third-Party Costs: We are not responsible for any third-party costs you may incur, including travel bookings, accommodation, or other expenses made in anticipation of visa approval.
Chargebacks and Disputes
If you believe you are entitled to a refund, please contact us directly before initiating a chargeback with your bank or credit card company. We are committed to resolving any issues fairly and promptly.
Initiating a chargeback without first contacting us may result in the termination of your application services and may affect your ability to use our services in the future.
Contact Us About Refunds
If you have questions about our Refund Policy or wish to request a refund, please contact us:
Email: au@eta.support
Website: www.australiavisa.my
Our customer service team will respond to your inquiry within 2-3 business days.