How we charge for our services, how your money is held, and when it is refunded.
Last updated: 27 September 2026
This part applies to immigration assistance provided by our registered migration agents: advice on visa options, preparing and lodging visa applications, and related representation. It is given effect by the written service agreement you sign with us, which sets out the specific terms for your matter. Your service agreement cannot reduce your rights under the Code of Conduct for registered migration agents or the Australian Consumer Law, and no term in it that would do so applies.
Fees for education placement, health insurance and test preparation courses are dealt with separately further down this page. Whether the Code of Conduct applies to those services depends on how they are agreed and delivered; see Other services below.
1. Before we start work, we give you a written service agreement setting out the services we will provide, our fee for those services as a fixed amount or an hourly rate, whether GST applies and how much it is, when and how payments are due, and an estimate of the disbursements and third-party charges you can expect. You will not be charged for immigration assistance without an agreement in place.
2. We charge in stages that reflect the work performed on your matter. If the scope of your matter changes, we will tell you in writing what that means for your fees before we carry out the additional work.
3. Money you pay in advance, before the work it relates to is done, is client money and is held in our client account. We draw on that money only as the work it relates to is completed, and we issue you an invoice each time we do. You may ask us for an itemised account of the work performed and the fees charged at any time, and we will provide it.
4. Our professional fees do not include charges payable to other bodies. Visa application charges, skills assessment fees, English test fees, medical examinations, police clearances, translation, courier costs and insurance premiums are payable by you in addition to our fees, either directly to that body or through us as a disbursement.
5. If your engagement with us ends before all the agreed work is done - whether you end it, we end it, or it ends for any other reason - we prepare a final itemised account and refund the balance of any fees you have paid for work we have not performed. This applies regardless of the reason the engagement ended.
6. If we have charged you for something in error, or charged an amount not provided for in your service agreement, we refund it.
7. If you paid us a disbursement in advance and it was not spent, for example an application charge for a lodgement that did not proceed, we refund it, less any part already paid to the third party on your behalf.
8. Fees for work we have already performed are not refundable. Assessing your circumstances, advising on options, preparing submissions and documents, corresponding with the Department and representing you are all work, whether or not the application is ultimately successful.
9. Charges you have paid to another body are not ours to refund. Visa application charges, assessing authority fees, medical and police check fees and insurance premiums are refunded only if that body chooses to refund them, under its own rules. We will tell you who to approach and help you make the request where we can.
10. Lodging an application does not by itself make all of your fees non-refundable. Only the part of your fees earned for work actually completed up to that point, as shown in your itemised account, is kept. Fees for work still to be done after lodgement, such as responding to requests from the Department, are refunded under clause 5 if the engagement ends before that work is done.
Every visa decision is made by the Department of Home Affairs, or the relevant authority, on the facts of your case. We cannot guarantee an outcome and do not promise one. A refusal does not entitle you to a refund of fees for work we properly performed, and equally it does not cause you to forfeit fees for work we have not performed. If your matter ends at refusal, clause 5 applies and we account to you for the balance.
11. You must give us accurate and complete information and documents, meet the deadlines set by us and by the relevant authority, attend interviews and appointments arranged for you, and meet any financial requirements the visa program imposes.
12. You must tell us promptly about anything that changes your circumstances or your application: a change of address or contact details, a change in your relationship, employment or family, new qualifications, and any criminal or immigration matter involving you or a family member. Please forward any communication you receive from the Department, and tell us about any contact you make with it, within seven days.
13. If we cannot progress your matter because information, documents or instructions have not been provided, we will tell you in writing and give you a reasonable opportunity to put it right. If the engagement then ends, clause 5 applies: you are charged for the work done to that point and the balance is refunded. Providing false or misleading information to us or to the Department may require us to end the engagement, and in that case clause 5 applies as well.
If you believe a charge is wrong, please contact our Accounts Manager first. We will look into it, respond in writing within seven business days, and refund anything charged in error. Raising a query with us does not affect any right you have to dispute a transaction with your bank or card issuer, or to use the complaint options set out below. Nothing in this policy asks you to give up those rights.
Nothing in this policy limits your rights under the Australian Consumer Law, or our obligations under the Code of Conduct for registered migration agents, which requires us to hold client money in a client account, to charge only fees that are reasonable and agreed, and to refund fees for services we have not performed. If anything on this page or in your service agreement is inconsistent with those rights or obligations, the Code and the Australian Consumer Law prevail.
The services below are generally not immigration assistance, and are covered by their own terms and by the Australian Consumer Law. Where one of them is agreed as part of, or delivered together with, immigration assistance from a registered migration agent (for example, under the same service agreement), the Code of Conduct also applies to it, including the rules on client money and refunds above.
A consultation fee covers the appointment itself. Once the appointment has taken place the fee is not refundable, because the service has been delivered. If you cancel or reschedule at least 24 hours before the appointment, the fee is refunded or carried over to the new appointment, whichever you choose. The consultation fee is separate from, and not credited against, fees for any later engagement unless your service agreement says otherwise.
Where you enrol in a Professional Year Program through us, our placement fee is refundable in full, and the refund is processed after the first month of the course has been completed. Tuition and enrolment fees payable to the college or university are governed by that institution and refunded under its own policy.
Policies are issued by third-party insurers, and premiums are held by the insurer rather than by us. To cancel or transfer a policy, or to request a refund of a premium, contact the insurer directly. Refunds are made under the insurer terms. Where we have charged a separate arranging fee, clause 5 above applies to that fee.
Course fees cover a fixed program and are valid for six months from the start of the course. Once a course has commenced, the fee for sessions already delivered is not refundable. If you withdraw before the course starts, the fee is refunded. Test fees payable to Pearson or to an IELTS test centre are refunded only under their rules.
1. Write to the Accounts Manager at [email protected] setting out what you are asking to be refunded and why. Attach any documents that help explain the request. You do not need a particular form, though we can send you one if you prefer.
2. We acknowledge your request within three business days and provide a final itemised account showing the work performed, the fees charged for it, and the amount to be refunded.
3. Refunds are paid promptly, and in any case within fourteen days of the final account, to the person who paid the fee and by the method it was paid where possible. We do not transfer a refund to another person without your written instruction.
4. You will be told in writing what was decided and why. If fees remain properly owing on your matter under your service agreement, we will set out how they have been accounted for against the refund.
If you are unhappy with a decision about a refund, or with any part of our service, please tell us. Write to the Accounts Manager or use the feedback option on this website. We will respond within seven business days and try to resolve the matter with you directly.
You do not have to come to us first, and you can go elsewhere at any time. Complaints about a registered migration agent can be made to the Office of the Migration Agents Registration Authority at mara.gov.au. For consumer matters, the consumer affairs or fair trading body in your state or territory can help resolve a dispute with us. You can also report a concern to the Australian Competition and Consumer Commission, which uses reports to identify and act on wider problems but generally does not resolve individual disputes.
The Accounts Manager processes refund requests, prepares final itemised accounts, and keeps the records required for client money held in the client account.
The Director is responsible for maintaining this policy and for the final decision on a refund request, subject to the complaint options above.
Prices shown for Australian services are in Australian Dollars (AUD). For questions about fees, invoices or refunds, contact us at the address below.
Accounts Manager
Bajwa Immigration Consultants
Suite 505, level 5, 125 Swanston Street, Melbourne, Vic-3000
Phone: 03 907 705 07
If you have any questions about refunds or need to submit a refund request, please contact us at [email protected]