Refund Policy
Effective Date: 25 March 2026
This Refund Policy explains how Eduquest Pty Ltd (“EduQuest”, “we”, “us”, or “our”) handles fees, deposits, service charges, cancellations, and refund requests in relation to services provided through https://eduquest.com.au/ and related communications. EduQuest offers education and migration-related support services, including counselling, application processing, visa guidance, scholarship assistance, enrolment support, and related advisory help.
By paying any fee to EduQuest, booking a consultation, or engaging us for services, you agree to this Refund Policy unless a separate written agreement states otherwise.
1. Nature of Our Services
EduQuest provides consultancy and support services connected with study abroad, admissions, visa guidance, migration pathways, document preparation, enrolment support, and related assistance. These services are generally service-based, time-based, advisory, administrative, and documentation-related rather than physical goods.
Because our work often begins as soon as consultation, assessment, document review, counselling, application support, or case handling starts, refunds are handled differently from retail product purchases.
2. General Refund Position
Unless otherwise stated in writing:
- fees paid for completed consultations, counselling sessions, advisory sessions, document assessments, or work already performed are non-refundable,
- service fees may be partially refundable only where work has not yet started or where we expressly agree to a partial refund,
- third-party fees are generally non-refundable once paid or committed.
This policy reflects the fact that EduQuest’s services involve professional time, administrative effort, guidance, and application-related processing.
3. Non-Refundable Items
The following are generally non-refundable, unless required otherwise by law or unless we agree otherwise in writing:
- consultation fees,
- counselling session fees,
- profile assessment fees,
- eligibility assessment fees,
- document review fees,
- application preparation or submission support fees once work has started,
- admin or processing charges,
- training or test-preparation booking fees once the booking has been confirmed,
- expedited or priority handling charges,
- fees for completed advisory services,
- third-party charges paid to or for institutions, testing bodies, government agencies, visa authorities, courier providers, translators, medical providers, or other external providers.
EduQuest’s website makes clear that many services involve application processing, visa support, and enrolment support, which often require case-specific review and preparation work.
4. Third-Party Fees
EduQuest may assist you with processes involving third parties, such as:
- universities and colleges,
- scholarship providers,
- visa and immigration authorities,
- testing organisations,
- employers,
- training providers,
- courier or document service providers.
Any amounts paid to third parties, or collected by us on behalf of third parties, are subject to the refund rules of those third parties and are usually not refundable by EduQuest once submitted, charged, booked, or incurred. EduQuest cannot guarantee or control whether a third party will approve or return any fee. This aligns with the site’s service structure around application processing, visa guidance, and institution-related support.
5. No Refund for Outcome-Based Disappointment
A refund will not usually be provided merely because:
- your visa is refused,
- your admission is not approved,
- your scholarship is unsuccessful,
- your preferred course or intake is unavailable,
- your migration pathway changes,
- your application is delayed by a third party,
- you change your mind after work has started,
- you fail to provide required documents on time,
- you decide not to proceed after receiving advice or support,
- an institution, employer, or authority makes a decision you do not want.
EduQuest’s website positions its role as guidance and support, but final decisions rest with institutions, governments, and other third parties.
6. Cancellation Before Work Starts
If you pay a service fee and request cancellation before any substantial work has started, you may request a refund. In such cases:
- we may review the stage of the matter,
- we may deduct reasonable admin or booking charges,
- any non-recoverable third-party costs may still be withheld,
- any approved refund may be full or partial depending on the circumstances.
Whether work has started may depend on whether we have already:
- opened your file,
- reviewed your profile,
- assessed eligibility,
- requested or reviewed documents,
- provided strategic advice,
- contacted institutions or partners,
- begun preparing an application or case materials.
7. Partial Refunds
A partial refund may be considered, at our discretion, where:
- you cancel early,
- a booked service cannot proceed due to reasons within our control,
- only part of the agreed work has been completed,
- a duplicate payment was made,
- an obvious billing error occurred.
Any partial refund will usually take into account:
- work already performed,
- staff time already used,
- documentation already reviewed,
- booking and admin costs,
- external costs already incurred.
8. No Refund for Incorrect or Incomplete Information
No refund will usually be payable where delays, refusals, extra work, or inability to proceed are caused by:
- false or misleading information,
- incomplete application details,
- missing documents,
- forged or invalid records,
- failure to respond on time,
- failure to follow instructions,
- non-attendance at scheduled consultations or appointments,
- changes in your own decision after work has started.
Because EduQuest’s services rely heavily on document accuracy and application support, client cooperation is essential. The site specifically emphasizes document accuracy and complete application handling in its application processing service.
9. Training, Appointment, and Consultation Bookings
If EduQuest offers or arranges training, test preparation, counselling, or appointment-based services, the following rules apply unless otherwise stated:
- missed appointments may be treated as non-refundable,
- late cancellations may be non-refundable,
- rescheduling may be allowed with reasonable notice,
- no-show bookings may result in forfeiture of the paid fee.
EduQuest’s website includes training and counselling-related offerings in addition to core application and visa support.
10. Duplicate Payments and Billing Errors
If you believe you were charged incorrectly, charged twice, or billed in error, please contact us promptly. Where we confirm a duplicate payment or billing mistake, we will take reasonable steps to issue an appropriate refund or account adjustment.
11. Australian Consumer Law
Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law or other applicable law where such rights cannot lawfully be excluded.
Where required by law, we will provide remedies that may include refund, replacement, resupply, repair, or other appropriate action.
12. How to Request a Refund
To request a refund, please contact us in writing and include:
- your full name,
- contact details,
- payment date,
- amount paid,
- service requested,
- reason for the refund request,
- any relevant receipts, invoice numbers, or supporting documents.
Refund contact details:
Eduquest Pty Ltd
Wantirna VIC 3152, Australia
Email: support@eduquest.com.au
Phone / WhatsApp: +61 420 740 601
13. Refund Review Process
Once we receive your request, we may:
- review your payment record,
- review the stage of work completed,
- verify any third-party costs,
- request additional information,
- notify you of the outcome.
If approved, refunds will usually be returned using the original payment method where reasonably possible, unless another method is agreed.
14. Processing Time
Approved refunds are generally processed within a reasonable time. Actual timing may depend on:
- payment provider processing times,
- banking systems,
- card issuers,
- international transfer channels,
- verification requirements.
15. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our services, pricing structure, operations, or legal obligations. Any updated version will be published on this page with a revised effective date.
16. Contact Us
If you have any questions about this Refund Policy, please contact:
Eduquest Pty Ltd
Wantirna VIC 3152, Australia
Email: support@eduquest.com.au
Phone / WhatsApp: +61 420 740 601
ABN: 81 672 781 734
ACN: 672 781 734
