1. What can be refunded
This policy covers refunds of TravelDoc's service fee. Government fees paid to Australian authorities are handled by those authorities and are generally non-refundable regardless of the outcome of your application.
2. Before we start work
If you change your mind before a TravelDoc agent has begun reviewing your file, you can request a full refund of the service fee within 24 hours of payment.
3. After we start work, before lodging
If work has started but we have not yet lodged your application, we refund the service fee minus a reasonable charge for the time already spent on your file. We tell you the exact amount before making the deduction.
4. After lodging
Once your application has been lodged, our service fee is generally non-refundable, because the work you paid for has been delivered. If your application is refused for a reason clearly attributable to a TravelDoc error, contact us and we will refund the service fee.
5. Duplicate payments and errors
If you were charged twice or charged in error, tell us and we will refund the duplicate charge in full without deduction.
6. How to request a refund
Email refunds@traveldoc.example from the address on file, include your order reference and a short explanation. We aim to reply within one business day.
7. Timing
Approved refunds are returned to the original payment method. Depending on your bank, funds typically appear within 5–10 business days after we issue them.
8. Statutory rights
Nothing in this policy affects consumer rights you may have under the laws of your country of residence.