1. About This Refund Policy
At Explorers Haven, we support travellers and organisations with visa, and travel authorisation applications by providing structured guidance and professional assistance. We understand that circumstances can change. This Refund Policy explains when refunds may be available and sets clear expectations, so clients can make informed decisions before using our services.
2. Nature of our services
Our services focus on clarity, preparation, and application support. This includes eligibility reviews, document guidance, and assistance with completing applications through official government platforms.
Once work begins, our team invests time, expertise, and administrative effort into your request. For this reason, service fees are generally non-refundable after the service process has started.
3. Situations where a refund may be considered
A refund may be approved in the following circumstances:
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Duplicate payments
If you are charged more than once for the same service, the additional payment will be refunded.
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Service not commenced
If no work has started and a written refund request is received within 24 hours of payment, we may approve a refund.
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Legal requirements
Refunds will be issued where required under applicable Australian consumer protection laws.
Each request is reviewed individually to ensure the process remains fair and transparent.
4. Non-refundable situations
Refunds will not be issued in the following circumstances:
Once an application has been submitted to, or processed by, a government or its authority.
If an application is delayed, refused, or rejected by the relevant government department.
If the applicant submits information or documentation that is incorrect, incomplete, or misleading.
If the required documents are not supplied within the requested timeframe.
If the applicant chooses to withdraw, changes their plans, or requests a refund for personal reasons after work has commenced.
These outcomes reflect factors outside our control and the professional time already committed to the service.
5. Government and third-party charges
Government fees, statutory charges, and third-party costs, including visa and travel authorisation fees, are non-refundable in all circumstances. These fees are set, processed, and managed by government authorities.
Explorers Haven does not influence government decisions, processing times, or policy changes and cannot be held responsible for delays or outcomes determined by official government authorities.
6. How to request a refund
To submit a refund request, please follow the steps given below:
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Email info@travel-applications.com with the subject line “Refund Request”.
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Include your full name, contact details, proof of payment, and a clear explanation of your request.
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Our accounts team will review your request and respond within 5 to 10 working days.
Approved refunds are processed using the original payment method, unless another payment method is agreed upon.
7. Refund processing timeframe
Once approved, refunds typically take between 5 and 15 working days to appear in your account. Processing times may vary depending on your bank or payment provider. Delays caused by third-party payment banks are outside our control.
8. Service concerns and resolution
If you are dissatisfied with any part of our service, we encourage you to contact our support team before requesting a chargeback. We aim to resolve concerns professionally and reasonably, in line with our commitment to clear communication and dependable support.
9. Updates to this policy
This Refund Policy may be updated from time to time to reflect changes in services or legal requirements. Clients are encouraged to review this policy periodically.
10. Contact details
Explorers Haven
Email: info@travel-applications.com
Address: 10 Junia Ave Toongabbie NSW 2146