Refund Policy

01Our service fee

Our fee covers the work we perform: eligibility assessment, document guidance, and review before lodgement. We are committed to clear and transparent terms. Once you accept our written services agreement, that agreement establishes a binding arrangement between you and us.

02Government charges

Where a government charge applies, it is paid to and retained by the Department of Home Affairs, is generally non-refundable regardless of outcome, and cannot be refunded by us.

03Refusals

A refused application is not, on its own, a failure of our service — decisions rest solely with the Department. Each refund request is reviewed on a case-by-case basis. Refunds never include government charges already paid to the Department.

04Errors on our part

If an error on our part causes a refusal or delay, contact us. If your application is refused as a result of our error, we will refund any government charge already paid. Our handling and service fee is non-refundable in this case, as it covers the administrative and professional work already performed.

05Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law, including remedies where services are not provided with due care and skill.

06How to request a refund

Email info@pacificevisapass.com with your name, reference and reason. We respond within three business days.

Last updated 1 August 2026