Refund Policy for Migration Support Hub

At Migration Support Hub, we are committed to providing transparent and fair services to the Monash University student community. As a not-for-profit service offering one-off migration consultations for a paid fee, we have established the following refund procedure to address situations where a refund may be necessary.

1. Eligibility for Refund

1.1 A refund may be considered in the following circumstances:

1.1.1 Service Not Provided: If a consultation is not delivered due to a fault on our end (e.g. registered migration agent unavailability or technical issues), clients will be eligible for a full refund.

1.1.2 Cancellation by Client: Clients who cancel their appointment at least 48 hours in advance are eligible for a full refund. Clients may also opt to reschedule the consultation for a later date.

1.1.3 Incorrect Payment: If an overpayment or duplicate payment is made by mistake, a refund will be processed for the excess amount.

1.2 Refunds will not be provided under the following conditions:

1.2.1 Client Non-Attendance: If a client fails to attend a scheduled consultation without prior notice, no refund will be issued.

1.2.2 Late Cancellations: Cancellations made less than 48 hours before the scheduled consultation will not be eligible for a refund.

1.2.3 Dissatisfaction with Advice: Refunds will not be issued based on dissatisfaction with a migration outcome or content of the advice provided, as the service is limited to a one-off consultation and outcomes are not guaranteed.

2. Refund Request Process

2.1 How to Request: To request a refund, clients must submit a written request via email to info@migrationsupporthub.com.au. Requests should include the client name, appointment date, and reason for the refund request, including any supporting evidence. All information will be treated as confidential and only used for the purpose of assessing the client’s eligibility for a refund.

2.2 Deadline for Requests: Refund requests must be made within 14 days of the scheduled consultation or payment date.

3. Processing of Refunds

3.1 Review: All refund requests will be reviewed within 5 business days of receipt.

3.2 Approval: If the request meets the eligibility criteria, the refund will be approved and processed within 10 business days after the review date.

3.3 Method of Refund: Refunds will be issued using the original payment method unless otherwise agreed upon. For payments made via bank transfer or credit card, the refund will be credited back to the same account or card.

4. Contact Information

For any questions or concerns regarding refunds, please contact our team at info@migrationsupporthub.com.au.