Terms of service

1. Who you're dealing with

Mate Visa is Australian software for organising the evidence a couple gathers for an Australian partner visa application. It is operated by Guided Intelligence (ABN 77 659 307 690). You can reach us at support@matevisa.com.au.

2. What Mate Visa is — and what it is not

Guided Intelligence is not a law firm and is not a registered migration agent. We do not provide legal advice or immigration assistance. We provide document organisation, formatting and self-help software. For advice about your visa application, consult a registered migration agent or lawyer.

Nothing in the software, its guidance text, or any document it produces is advice about your particular circumstances, an assessment of your application’s prospects, or a statement of what the Department of Home Affairs will decide. Where we describe what is expected in a partner visa application, we are describing the Department’s published material and we say so.

We are not affiliated with, endorsed by, or acting on behalf of the Department of Home Affairs or any Australian government body. We do not prepare or lodge your application. You lodge it yourself, through ImmiAccount.

3. What we do for you

When you buy the Mate Visa builder for a case, you get:

• the guided upload and questionnaire flow across the four relationship aspects;
• generated PDF packs, one per evidence pillar, formatted and sized for ImmiAccount upload;
• the ability to regenerate those packs as many times as you like as your evidence grows, for as long as your account exists;
• a second seat, so both partners can work on the same case.

Add-ons are described on our pricing page. Everything we sell is a one-time payment. There is no subscription and nothing renews.

4. We never write facts you didn't give us

This is a hard rule in the software, not a preference. Mate Visa organises, formats and presents the material you provide. It does not invent dates, events, relationships or circumstances, and it does not fill gaps in your evidence with plausible-sounding content. Where the software helps you write, the words remain yours and you review them before they appear in anything.

5. Your responsibilities

You are responsible for the accuracy and completeness of everything you upload and everything you write. You are responsible for reviewing every document Mate Visa produces before you submit it, and for the submission itself.

Giving false or misleading information to the Department of Home Affairs is a serious matter with consequences for your visa and potentially beyond it. Mate Visa cannot check whether what you tell it is true, and does not try to.

You must have the right to upload what you upload. If a document involves someone else — a joint account statement, a photograph of friends, a letter from a family member — you are responsible for having their agreement where that is needed.

6. Your account

Keep your password to yourself. You are responsible for what happens under your account. Tell us promptly at support@matevisa.com.au if you think someone else has access to it.

A case has a main account — the one that created it and paid for it — and one partner seat. The main account can invite a partner, and can delete the whole account and everything in it. A partner can add and remove their own uploads, and can close their own access at any time; what they contributed stays with the case, because it belongs to an application both of you are relying on. If you want your contributions removed as well, email us and ask.

7. Your content stays yours

You keep ownership of everything you upload and write. You give us permission to store, process, format and reproduce it strictly to provide the service to you — to build your packs, show you your own case, and let your partner see the case you share. That permission ends when you delete the material or your account.

We will not use your case content to train machine learning models, and we will not sell it, share it for advertising, or disclose it except as set out in our privacy policy.

The software itself, our written guidance, our document templates and designs remain ours. Buying access does not transfer them, and you may not copy, resell or redistribute them.

8. Acceptable use

You agree not to:

• use Mate Visa to prepare anything you know to be false or misleading;
• upload malware, or content that is unlawful or that you have no right to share;
• attempt to access another person’s case, probe or break our security, or interfere with the service for other people;
• scrape, resell, white-label or otherwise commercialise the service without a written agreement with us — firms wanting to use Mate Visa with clients should get in touch.

If you do any of these we may suspend or close your account. Where it is reasonable to, we will tell you first and give you a chance to export your material.

9. Money

Prices are in Australian dollars. The price shown is the total you pay. Payments are processed by Stripe; we never see or store your card details. Your rights under the Australian Consumer Law, and how refunds work, are set out in our refund policy.

What you buy is attached to your case, so both partners get the benefit of a purchase the main account makes. It is not transferable to a different couple or a different case.

10. Availability

We aim to keep Mate Visa running and will give reasonable notice of planned maintenance where we can. We do not promise uninterrupted availability, and occasionally something will be down. If an outage stops you doing something time-critical, tell us — visa deadlines are real and we would rather hear about it early.

11. Ending it

You can delete your account from Settings at any time. Deleting removes your uploads, your generated packs and your sign-in. Before you go, use the download-everything export — once deletion runs, we cannot get your material back.

Two accounts leave a different way, because deleting them would take material out of somebody else’s live application. If you joined as the second partner on a case somebody else set up, Settings offers you Close your access instead: your sign-in ends and what you contributed stays with the case, and you can ask us separately to remove it. If you are staff at a law firm and hold client files, those belong to the firm — hand them to another staff member first, then delete.

We may close an account that breaches these terms, or if we stop operating the service. If we shut the service down, we will give you reasonable notice and a window to export everything.

12. Liability

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where we are permitted to limit our liability for a service, we limit it to resupplying the service or paying the cost of having it resupplied.

Subject to that, we are not liable for the outcome of your visa application. The decision is the Department’s, and it turns on your circumstances and your evidence, neither of which we control.

13. Changes

We may update these terms. If a change materially affects you, we will tell you — by email or in the app — before it takes effect. The date at the top of this page always shows when it last changed. If you keep using Mate Visa after a change takes effect, that change applies to you.

14. Law

These terms are governed by Australian law, and by the law of Victoria. If something goes wrong, please email us first — most things are faster to fix that way, and you can still take it further if we don’t sort it out.