Disclaimer: DocuTrack Global is an independent service offering paid support for travel and documentation assistance. We are not a government website or authority.
DocuTrack Global operates as an independent travel and documentation support service.
We understand that circumstances can change, and you may wish to request a refund from time to time. This policy outlines how refund requests are handled, including when they may be considered and when they may not apply, while respecting your rights under applicable consumer protection laws.
DocuTrack Global provides independent support services for visitor visa and electronic travel authorisation applications.
A service is considered to have started once any of the following occurs:
We start reviewing your documents
Your application form is prepared or completed
Your application is submitted or prepared for submission to the relevant government authority
As our services involve time, expertise, and administrative preparation, fees are generally non-refundable once work has begun. This is always subject to any rights you may have under applicable consumer protection laws.
We may review refund requests in the following cases:
Duplicate Transactions
If you have been charged more than once for the same service, the duplicate amount will be refunded in full.
No Work Has Started
If no work has commenced and a refund request is submitted within 24 hours of payment, the request may be approved.
Legal Entitlements
Refunds will be provided where required under applicable laws, including the Australian Consumer Law.
All requests are reviewed individually, and we aim to assess each request fairly and reasonably.
Refunds are generally not provided in the following circumstances:
Work on your application has already started
Your application is delayed, refused, rejected, or declined by the relevant authority
Incorrect, incomplete, or inaccurate information or documents are provided
Required information or documents are not submitted within the specified timeframe
You choose to cancel or withdraw after service has already started
Nothing in this section limits or excludes any rights you may have under applicable consumer protection laws.
Government fees and third-party charges are non-refundable in all cases. This includes fees set by respective government authorities, payment processors, or other external providers.
DocuTrack Global has no control over government decisions, processing times, or policy changes. All outcomes and timelines are determined by the relevant authorities.
To request a refund, please email info@tourist-evisa.com with the subject line “Refund Request”, and include the following details in your request:
Your full name along with contact information
A copy of your payment receipt or transaction confirmation
A short explanation of your request
All information will be handled in accordance with our Privacy Policy.
Most requests are reviewed within 5 to 10 working days.
If your refund request is approved, the amount will be returned to your original payment method unless an alternative method is agreed upon.
Refunds are typically processed within 5 to 15 working days, depending on your bank or payment provider. Any delays caused by banks or third-party services are outside our control.
If you have any concerns about our service, we encourage you to contact us so we can review the matter and work towards a prompt and fair resolution.
We are committed to reviewing all matters carefully and resolving them in a fair and timely manner. Our approach is guided by transparency, fairness, and a genuine commitment to addressing concerns constructively.
In Australia, the Australian Consumer Law establishes mandatory consumer guarantees that apply to services. These guarantees require that services are delivered with due care and skill and are reasonably fit for their intended purpose. These protections apply automatically and cannot be excluded.
If our services do not meet these standards, you may be entitled to a remedy, which may include a refund, repair, or compensation depending on the circumstances. We aim to provide our services in a manner consistent with these legal obligations.
Consumer protection laws across the United Kingdom and European Union are designed to ensure fairness, transparency, and clearly defined contractual terms.
You may have the right to cancel certain services within a 14-day period without providing a reason. However, where you request that services begin immediately and confirm this request, your right to cancel may no longer apply once the service has been fully performed, to the extent permitted by law.
In Canada, consumer protection laws require clear pricing, fair business conduct, and transparency in commercial dealings. Privacy obligations are governed by the Personal Information Protection and Electronic Documents Act.
You may have rights relating to the clear disclosure of fees, including applicable taxes, and the fair delivery of services. We aim to communicate all charges clearly and provide our services transparently and responsibly.
In the United States, consumer protection requirements are governed by a combination of federal and state laws. Certain states, including California, offer enhanced protections through legislation such as the California Consumer Privacy Act (CCPA).
Where applicable, you may have rights relating to fair business practices and the handling of your personal information. We aim to operate in line with these legal standards.
In New Zealand, the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 establish standards to ensure services are provided with reasonable care and are not misleading or deceptive.
Where our services fall short of these standards, you may be entitled to a remedy under applicable law. We aim to deliver our services in line with these requirements.
Recognising that each situation is different, we will thoughtfully consider your circumstances and respond appropriately in line with applicable legal standards.
This Refund Policy may be updated from time to time to reflect changes in our services or legal requirements. The updated version will always be available on our website.
DocuTrack Global
Email: info@tourist-evisa.com
Address: 10/208 parramatta Road, Homebush-2140
