IEMC GROUP PTY LTD

REFUND AND CANCELLATION POLICY

Effective date: 14 August 2026

 

1. Purpose

This Refund and Cancellation Policy explains when refunds may or may not be available for services provided, coordinated, referred or facilitated by IEMC Group Pty Ltd (“IEMC”).

2. Relationship with Service Agreements

Where a client has entered into a specific Costs Agreement, Service Agreement, Quotation or Client Acceptance Form with IEMC, the service-specific terms in those documents apply to that engagement. If there is any inconsistency between this general policy and a specific written service agreement, the specific written service agreement prevails to the extent of the inconsistency, subject to applicable law.

3. General Principle

Refund eligibility depends on the type of service, the stage of work completed, applicable service-specific terms, third-party provider terms, whether costs have been incurred, and any rights arising under applicable law. A refusal, rejection, delay, withdrawal, change of mind or third-party decision does not automatically entitle a client to a refund.

4. Generally Non-Refundable Fees

Unless otherwise required by law or agreed in writing, the following fees are generally non-refundable once the relevant service or cost has been incurred:

• consultation fees once the consultation has been provided;
• administrative fees once the relevant work has commenced;
• document review or application preparation fees once the relevant work has commenced;
• referral or facilitation fees once referral or coordination work has occurred;
• urgent processing fees once urgent work has commenced;
• bank fees, card surcharges, exchange fees and payment processing charges; and
• third-party fees where the relevant third party does not approve a refund.

5. Third-Party Fees

Third-party fees may include tuition fees, provider application fees, enrolment fees, government charges, RPL fees, assessment fees, insurance premiums, professional fees, medical fees, translation fees and courier fees. Except where IEMC has expressly assumed a refund obligation in a service-specific agreement or this Policy, third-party fees are subject to the relevant third party’s terms and refund decision.

6. Service-Specific Refund Rules

6.1 Visa Services

For visa-related services, the refund provisions in the relevant migration Costs Agreement apply. A visa refusal, delay, withdrawal, change of mind, expiry of deadline or third-party decision does not automatically entitle the client to a refund of IEMC professional fees.

6.2 Education Application Services

Once an application has been submitted to an education provider, institution, college, university, school or other education provider, no refund of IEMC service fees for that application will be issued, except where required by law or expressly agreed in writing.

This applies even if the application is later withdrawn, refused, delayed, cancelled, changed, or not proceeded with by the client or provider, subject to applicable law.

Where an Offer Letter has been issued and the client subsequently changes their mind, withdraws, or decides not to proceed with payment and/or issuance of a Confirmation of Enrolment (COE), an Education Application Fee of AUD $550 (inclusive of GST) applies.

Where the client has paid money to IEMC towards tuition, enrolment, deposit, COE or other education-related costs and an amount is otherwise refundable, IEMC may deduct the AUD $550 Education Application Fee from the refundable amount where permitted by law. If no money, or insufficient money, is held by IEMC for this purpose, the unpaid balance remains payable by the client.

Any refund of tuition, enrolment, deposit, provider application or other third-party education fees remains subject to the relevant provider’s refund rules and decision, unless IEMC has expressly agreed otherwise in writing.

6.3 Recognition of Prior Learning (RPL) Services

IEMC provides administrative, referral, document coordination and facilitation services in relation to RPL. IEMC works through an independent RPL Partner who liaises with and/or arranges assessment through a relevant RTO. IEMC is not the RTO, does not conduct the formal competency assessment and does not issue the qualification.

Where the client has paid the agreed RPL fees, complied with all reasonable evidence and assessment requirements, and the RPL Partner confirms that the arranged RTO cannot issue the agreed qualification for reasons attributable to the RPL Partner or RTO, IEMC will provide a full refund of the affected RPL service and qualification fees paid to IEMC for that application, subject to applicable law.

This may include circumstances where, before qualification issuance, the arranged RTO loses or no longer holds the required registration or scope, or the RPL Partner/RTO is otherwise unable to provide the agreed RPL service.

The full-refund provision does not apply where the qualification cannot be issued because the client:

• does not provide sufficient or satisfactory evidence;
• is assessed as not competent;
• provides false, misleading, fraudulent or unverifiable information or documents;
• fails to complete required assessment activities;
• withdraws or changes their mind;
• fails to cooperate within a reasonable timeframe; or
• otherwise prevents completion of the assessment.

Once the qualification or Statement of Attainment has been issued by the RTO, the RPL service is regarded as completed and the RPL fees are non-refundable except where required by law.

A later suspension, cancellation or restriction of an RTO’s registration, or other regulatory action affecting an already-issued qualification, does not by itself create an entitlement to a refund from IEMC where the matter is outside IEMC’s reasonable control, subject always to non-excludable legal rights.

6.4 Other Services

For insurance, consular services, skills assessment support, document services, referral services and other third-party facilitation services, refund eligibility will depend on the applicable service agreement, work completed and the terms of the relevant provider or third party.

7. Cancellation by Client

A client may request cancellation or withdrawal in writing. If cancellation occurs after work has commenced, IEMC may retain or charge fees for work completed and deduct reasonable administrative costs, third-party fees, bank charges and other expenses already incurred, subject to the service-specific agreement and applicable law.

8. Cancellation by IEMC

IEMC may cancel or suspend services where a client fails to pay fees, provides false or misleading information, fails to provide documents, fails to respond, behaves abusively or unreasonably, creates a conflict of interest, a third-party provider cannot proceed, or continuing the service would be unlawful, unethical or impractical.

9. Change of Mind

Change of mind does not automatically entitle a client to a refund. Service-specific cancellation charges, including the AUD $550 Education Application Fee after an Offer Letter has been issued, may apply.

10. Refusals, Rejections and Unsuccessful Outcomes

IEMC does not guarantee outcomes. A visa refusal, application refusal, enrolment refusal, RPL refusal, competency assessment outcome, provider rejection, government decision or other unsuccessful result does not automatically entitle a client to a refund of IEMC service fees, except where the service-specific agreement or applicable law provides otherwise.

11. Refund Request Process

Refund requests should be submitted in writing and include the client name, invoice number, service type, amount requested, reason for the request and supporting information. IEMC may request additional information before assessing the request.

12. Refund Assessment and Approved Refunds

When assessing a refund request, IEMC may consider the applicable service agreement, work completed, time spent, documents reviewed or prepared, communications made, third-party fees, administrative costs, timing of cancellation, client conduct and applicable law.

Approved refunds will usually be processed to the original payment method where practical. Processing times may depend on banks, payment gateways and third-party provider procedures.

13. Credit Notes

Where appropriate and agreed by the client, IEMC may offer a credit note or alternative arrangement instead of a cash refund, except where the client is legally entitled to another remedy.

14. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.

15. Contact

Refund requests: admin@iemcgroup.com.au
Phone: 03 9600 3057
Suite 315, 343 Little Collins St, Melbourne VIC 3000

IEMC Group Pty Ltd

Refund requests: admin@iemcgroup.com.au

Phone: 0421158129

Address: Suite 315, 343 Little Collins St, Melbourne VIC 3000