Refunds

1. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, we must supply the service with due care and skill, and it must be reasonably fit for the purpose we described.

If we fail one of those guarantees, you are entitled to a remedy — the service put right, or a refund — and for a major failure you can cancel and get a refund. Nothing on this page limits those rights. Any term anywhere that appeared to limit them would not apply.

2. What counts as us not delivering

Concrete examples, so this is not left vague:

• the builder cannot produce your packs and we cannot fix it;
• the packs it produces are unusable — corrupted, missing evidence you supplied, or too large to upload to ImmiAccount despite following the guidance;
• the product does not do something this website says it does.

In any of those cases, email support@matevisa.com.au and tell us what happened. We would rather fix it than refund it, but the choice of remedy in a major failure is yours, not ours.

3. Changed your mind

Beyond the guarantees above, we offer a straightforward 14-day change-of-mind refund on any purchase, as long as you have not yet generated a document with what you bought. Email us within 14 days and we will refund it in full, without asking you to justify it.

Once you have generated packs, you have had the thing you paid for, so change of mind no longer applies — but the consumer guarantees above still do, and they always will.

4. What we will not refund for

The outcome of your visa application. We are not able to influence it and we have never claimed to. Mate Visa is not a law firm and is not a registered migration agent; we do not provide legal advice or immigration assistance. A refusal, a request for more information, or a delay is not a failure of this product, and we have never priced it as though it were.

We also cannot refund the Department of Home Affairs’ visa application charge or any other government fee. We never receive that money.

5. How to ask

Email support@matevisa.com.au from the address on your account and tell us what you bought and what went wrong. We will reply within 5 business days. Approved refunds go back to the card or account you paid from, through Stripe, and usually land within 5 to 10 business days depending on your bank.

A refund cancels the access it paid for. Your uploads and anything you already generated stay in your account — we do not take your own material away from you over a refund.

6. Buy now, pay later

If you paid with Afterpay or Zip, the refund goes back through them and your instalment plan is adjusted by the provider. Their timing is theirs, not ours; we process our side on the same schedule as any other refund.

7. If we cannot agree

Come back to us first — most disputes are a misunderstanding and we would rather resolve it than have it escalate. If we still cannot agree, you can take it to the consumer protection agency in your state or territory, or to the Australian Competition and Consumer Commission. Our terms of service cover the rest.