Refund Policy

Last Updated: January 6, 2026

At JenoxAustralia, we are committed to providing high-quality Australian visa and immigration services. This Refund Policy outlines the circumstances under which refunds may be requested and processed for our ETA and eVisa application services.

Our Services and Fees

We provide professional assistance for Australian travel authorisation applications:

Australia ETA (Subclass 601)

$35 USD

Includes government fee + our service fee

Australia eVisa (Subclass 600)

$99 USD

Includes government fee + our service fee

Refund Eligibility

Full Refunds Available

You are eligible for a full refund in the following circumstances:

  • Technical Failure: If our system experiences a technical failure that prevents us from processing your application
  • Service Unavailability: If the Australian government's system is unavailable for an extended period, preventing submission of your application
  • Duplicate Payment: If you accidentally make multiple payments for the same application
  • Cancellation Before Processing: If you request cancellation within 2 hours of payment and before we begin processing your application

Partial Refunds

Partial refunds may be considered in cases where:

  • There are documented errors in our service that do not prevent completion but cause significant inconvenience
  • Processing delays beyond our stated timeframe due to issues on our end

No Refunds Available

Refunds will not be provided in the following situations:

  • Successful Submission: Once your application has been successfully submitted to the Australian government
  • Incorrect Information: If the application is rejected due to incorrect or incomplete information provided by you
  • Government Rejection: If the Australian government rejects your application for reasons beyond our control
  • Change of Travel Plans: If you no longer need the ETA or eVisa due to changed travel plans
  • Late Application: If you apply too close to your travel date and the processing cannot be completed in time
  • Visa or Entry Issues: Problems with visas or other entry requirements unrelated to the ETA or eVisa

Refund Process

How to Request a Refund

  1. 1
    Contact Us: Send an email to support@jenoxaustraila.com with your order number and reason for the refund request
  2. 2
    Documentation: Provide any relevant documentation or screenshots if applicable
  3. 3
    Review: We will review your request within 2-3 business days
  4. 4
    Decision: You will receive an email with our decision and next steps

Processing Times

  • Review Period: 2-3 business days to review your request
  • Refund Processing: 5-10 business days after approval
  • Bank Processing: Additional 3-5 business days depending on your bank

Refund Method

Refunds will be processed back to the original payment method used for the purchase. We use Stripe for payment processing, and refunds will appear on your statement within the timeframes mentioned above.

Service Guarantee

We guarantee that we will make every reasonable effort to successfully submit your ETA or eVisa application to the Australian government using the information you provide. However, we cannot guarantee approval by the Australian authorities, as this is beyond our control. All visa decisions are made by the Department of Home Affairs.

Dispute Resolution

If you are not satisfied with our refund decision, you may:

  • Contact your credit card company to dispute the charge
  • File a complaint with your local consumer protection agency
  • Seek resolution through your bank's dispute process

Contact Us

If you have any questions about this Refund Policy or need assistance, please contact us:

Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our service after changes constitutes acceptance of the updated policy.

Important Notice

JenoxAustralia is an independent visa service provider. We are not affiliated with the Australian Government, Department of Home Affairs, or any government agency. Our service fee is charged in addition to any government fees. Always verify current entry requirements from official Australian government sources.