Refund Policy

Last Updated: June 2026

Effective Date: June 1, 2026

1. OVERVIEW

AQ Systems LLC ("iVisaPortal") is committed to fair and transparent business practices. This Refund Policy explains the conditions under which refunds are available for our service fees.

When you use our service, your payment includes two components:

(a) The Department of Home Affairs ETA service fee (AUD $20)

(b) Our service fee — for our private application review, assistance, and customer support

Different refund rules apply to each component, as explained below.

You are entitled to a FULL refund of your entire payment if you request cancellation BEFORE our team has begun reviewing and handling your application.

To qualify, contact us at support@ivisaportal.com:

- Within 24 hours of placing your order, AND

- Before our team has begun work on your application

Most applications are picked up for review within 1–4 hours. Once the official AUD $20 fee has been paid to the Department of Home Affairs in connection with your application, that government fee becomes non-refundable.

If you are a consumer in the European Union or United Kingdom, you have a statutory 14-day right of withdrawal under applicable distance-selling laws. However, by purchasing our service and asking us to begin work immediately, you acknowledge that:

- You are requesting expedited performance before the 14-day period ends

- Once we have completed our service, you lose the right to withdraw because the service has been fully performed

- Before we begin, you retain your withdrawal rights

If our work has begun, you may still be eligible for a partial or full refund of OUR SERVICE FEE (but not the AUD $20 government fee) in these circumstances:

(a) Technical Error by Us: If we made a technical error that resulted in incorrect information being used (when the correct information was provided by you), you are entitled to a full refund of our service fee.

(b) Duplicate Charge: If you were inadvertently charged twice for the same application, you are entitled to a full refund of the duplicate charge.

(c) Failure to Perform: If we fail to perform our service within the timeframe stated in your selected service tier (excluding circumstances beyond our reasonable control), you are entitled to a full refund of our service fee.

(d) Fraud or Unauthorised Charge: If your payment was fraudulent or unauthorised, you are entitled to a full refund. Please also report the matter to your bank.

The following are NOT eligible for a refund:

(a) Government Fee Once Paid: The AUD $20 Department of Home Affairs ETA service fee, once paid to the government in connection with an application, is non-refundable. We have no control over this.

(b) Application Refusal by Government: If the Department of Home Affairs refuses your ETA, our service fee is non-refundable. The decision is made solely by the government based on factors outside our control. We performed our service (review and assistance) regardless of the outcome.

(c) Inaccurate Information Provided by Applicant: If your application is refused or delayed because of inaccurate, incomplete, or false information YOU provided, our service fee is non-refundable.

(d) Change of Mind After Work Has Begun: Once our review has begun, we cannot refund our service fee for a simple change of mind.

(e) Failure to Meet Government Eligibility: If you are ineligible for an ETA based on your nationality, prior immigration history, or other factors determined by the Department of Home Affairs, our service fee remains non-refundable. It is your responsibility to determine eligibility before applying.

(f) Travel Plans Changed: If you cancel your travel after your ETA has been processed, refunds are not available.

To request a refund:

1. Email us at support@ivisaportal.com with the subject line "Refund Request"

2. Include: your full name (as submitted), order or reference number, the email used for the order, the reason for the request, and any supporting documentation

3. Our team will review and respond within 5 business days

4. If approved, refunds are processed within 5–10 business days to the original payment method

If you have a dispute about a charge, please contact us first. We are committed to resolving disputes fairly. Initiating a chargeback without first contacting us may result in suspension of any future services.

This Refund Policy does not affect any non-waivable consumer rights you may have under applicable mandatory law in your jurisdiction.

Refund inquiries:

AQ Systems LLC

Attn: Customer Service / Refunds

5900 Balcones Dr, Ste 100

Austin, TX 78731

United States

Email: support@ivisaportal.com