Refund Policy

Effective Date: 22 May 2025
Last Updated: 22 May 2025

At Panacea Lawyers, we are committed to providing high-quality immigration and visa services. This Refund Policy outlines your rights under the Australian Consumer Law (ACL) and our approach to refunds and service issues.

1. Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a refund, replacement, or compensation if a service we provide:

Is not delivered with acceptable care and skill
Is unfit for the purpose you asked for
Does not achieve the results you reasonably expected and we guaranteed

These rights apply in addition to any guarantees we voluntarily offer.

2. When a Refund May Be Offered

We may offer a full or partial refund if:

We fail to deliver the service as agreed and it cannot be remedied
There is a major fault with the service that cannot be rectified
You cancel the service before any work has commenced, and we have not incurred costs

3. Non-Refundable Circumstances

Refunds will not be provided if:

You change your mind after services have commenced
You fail to provide required documents or information
The Department of Home Affairs or other authorities refuse your visa or application due to factors outside our control (e.g., false information, health/character issues, or policy changes)
You decide not to proceed after consultation or initial lodgement

4. Deposits and Upfront Payments

In some cases, we may retain a non-refundable deposit to cover administrative or consultation costs already incurred. This will be clearly communicated before payment.

5. How to Request a Refund

To request a refund, please contact us in writing with:

Your full name and contact details
A description of the service purchased
The reason for the refund request
Any supporting documentation

Email: info@rmgau.com
Phone: +61 2 9804 6121

We aim to assess and respond to refund requests within 7 business days.

6. Dispute Resolution

If you are not satisfied with our response, you may escalate your concern to:

The Office of Fair Trading or Consumer Affairs in your state or territory
The Australian Competition & Consumer Commission (ACCC)

We will cooperate fully with any external resolution processes.

7. Policy Updates

We reserve the right to update this Refund Policy as needed. The latest version will always be available on our website with the "Last Updated" date.