Refund Policy - Requesting a Pay.Safe Refund

If you and your Agent decide to not move forward, you’ll want to request a refund of the funds you’ve paid.

If you bought a service online you may have the right to cancel your order within 14 days, for any reason and without a justification.

Simply fill in the form on  www.ask-an-agent.com.au/contact-us  or get in touch with the Ask-An-Agent Team using the Messenger from within your Ask-An-Agent account. The Ask-An-Agent team is standing by 24/7 to help make things right.

The duration for your refund may vary as generally, it takes 2-4 weeks from the day your request for refund is submitted. During that time, please be patient and let us resolve the matter.

Any payment surcharge paid is non-refundable, even if the payment to which it relates is canceled, refunded or credited.

The Refund Policy, together with the Terms, govern your use and access to the Website in addition to any other terms and conditions that you agree to when accessing, viewing, or using this Website.

 

General

At your request, upon payment to AMAILA, for services to be rendered by a Participating Agent, AMAILA will assume responsibility for the payment for such Agent's services (less the applicable Administration Fee).

AMAILA agrees not to pay your Agent for services until after the occurrence of your Acceptance of Services.

Acceptance of Services: shall mean: (i) with respect to an invoice, a transfer of funds by the client to AMAILA in respect of such invoice or (ii) with respect to a Participating Agent’s service, the earlier to occur of the following: (a) Participating Client and Participating Agent agree as to the rightful recipient of the funds or (b) Participating Client and Participating Agent have concluded the process comprising the Dispute Service.

 

If you’ve changed your mind

Generally, an Agent does not have to give a refund if you simply change your mind about the service requested. An Agent can refuse to give you a refund if for example you simply change your mind.

 

Questions - 100% Money Back Guarantee

You have asked a question on www.ask-an-agent.com.au/ask-an-agent. Then you have changed your mind.

Here is how the 100% money back guarantee works: To help operate the Ask-An-Agent platform, including services like customer support and credit card processing, Ask-An-Agent charges a service fee when you withdraw your question or request a refund after an Agent has provided a response.

There will be one of two scenarios:

1) You have asked a question, and you decide to withdraw the question yourself. The service fee is $0 and your payment will be refunded in total. You can only withdraw your Question before an Agent has agreed to answer your question. To withdraw a question, you must log in your Ask-An-Agent account and go to the question section. Then click on the withdraw button to withdraw your question.

2) You have asked a question and an Agent has agreed to answer your question. You were notified by email. You decide to request a refund nevertheless. The service fee is $95 and not refundable.

 

Transfer of funds from you to AMAILA

Your use of the Ask-An-Agent services constitutes your agreement to pay for any amounts which you authorize AMAILA to retain from transactions and, as appropriate, charge to your credit card, bank account, or PayPal account. Such payments, once authorized, are final.

AMAILA will hold funds received in Ask-An-Agent Pay.Safe.

You acknowledge that funds will belong to AMAILA immediately upon such funds being transferred to AMAILA. However, AMAILA agrees to refund such funds to you in the event that (a) an Agent acknowledges that services have not been completed or (b) you and your Agent have concluded the process comprising the Dispute Service with a result indicating that you are the rightful recipient of such funds.

AMAILA agrees to keep both you and your Agent informed as to the status of the Assumed Payment Liability and if, for any reason, a party requests Dispute Services regarding such status, will notify both parties that the matter will be addressed through the Dispute Service. Assumed Payment Liability shall mean that portion of a Participating Agent's total fee for a service which AMAILA agrees to assume in consideration of the total fee, administration fee and mediation fee as applicable.

 

Release of funds to your Agent

1) To commence work

You may have agreed with your Agent, that a specific amount shall be released to commence work. In this case, we will confirm receipt of a signed contract and our intention to release funds to your Agent. You may object within 14 days of the date of our email. If we do not hear from you within 14 days, you agree and are deemed to have approved the release of funds.

2) Further requests to release funds

To release funds to your Agent, you must approve your Agent’s request for funds to be released and indicate your approval using the methods available on the Website or by email. With your approval to release funds, you authorize AMAILA to release payment to your Agent. If we do not hear from you within 14 days after your Agent has requested funds to be released, you agree and are deemed to have approved the release of funds.

Once AMAILA has released funds to your Agent, AMAILA cannot recover such funds.

When Acceptance of Services has occurred, (i) AMAILA shall have no further liability to any party with respect to payment for such services, (ii) you acknowledge that AMAILA has provided a complete service in respect of the payment made by you for the Assumed Payment Liability or invoice, as applicable and (iii) you hereby release Ask-An-Agent from any and all liability with respect to such payment.

 

Disputes

If you have a potential dispute with your Migration Agent or Immigration Lawyer, please raise a dispute and notify us as quickly as possible; especially if you believe you should be entitled to a refund.

If you reasonably dispute the quality or completion of services provided by an Agent, then both you and your Agent agree that AMAILA shall have no payment obligations to any party related to relevant fees until such dispute is resolved in accordance with one of the two scenarios below:

AMAILA’s obligation to pay any payment (less applicable Administration Fees) or to refund (less applicable Mediation Fees) is expressly conditioned upon resolution of all outstanding disputes with respect to such payment or refund.

There will be one of two scenarios:

1.)  AMAILA is holding the funds in Pay.Safe

  • You should have received an email sent to your nominated email address confirming that your Agent has requested release of funds.
  • Please immediately and promptly notify us of any potential dispute by sending an email to dispute@ask-an-agent.com.au with the subject heading "Dispute: Refund Request”;
  • Confirm the amount of the requested refund, your Agent’s name, and the specific work to which the requested refund amount relates; and
  • Provide full details of the dispute and why a refund should be provided including copies of all supporting correspondence and other documents.
  • Your Agent will be provided with details of your refund request and will be allowed 14 days to respond.  If your Agent does not dispute an amount or does not respond within the permitted timeframe then the appropriate refund will be automatically processed for payment.

 

2.)  If the funds have already been released to your Agent

  • Please notify us of any potential dispute promptly by emailing dispute@ask-an-agent.com.au with the details identified above.
  • We will try to resolve your dispute with your Agent and confirm next steps.

 

In the event of a dispute, the Ask-An-Agent team will provide you with support to find a solution with your Agent (Mediation Services). If Mediation Services are needed, a mediation fee will be deducted from the disputed amount: The Mediation Fee is 35% of the disputed amount  (minimum Mediation Fee of $125). Ask-An-Agent may also refer disputes to relevant authorities including but not limited to the Migration Agents Registration Authority and the Immigration Advisers Authority.

Our Website Terms, Terms-Of-Use, Privacy Policy, and other supplemental policies and terms linked to in the Website Terms apply to your use of Ask-An-Agent, are incorporated by reference, and form part of your agreement with Ask-An-Agent. Please read the Website Terms carefully at https://www.ask-an-agent.com.au/terms-of-use

Ask-An-Agent may vary or modify the Refund Policy any time without notice. Any amendments to these Terms will be published on the Website.  It is your responsibility to ensure that you are aware of any changes to the Refund Policy. Any subsequent access, viewing or use of the Website in any way will constitute an acceptance of the Refund Policy.