Refund Policy

1. Purpose

This Refund Policy sets out the circumstances in which fees paid for Registrations of Interest and Nomination Applications may be refunded.

2. General refund position

Fees paid to the Department are generally non-refundable once paid.

Fees are charged for the administrative assessment and processing of each service and not for a guaranteed outcome.

A Registration of Interest that is not invited to apply for nomination, or an unsuccessful Nomination Application outcome does not, of itself, create entitlement to a refund.

3. Circumstances where a refund may be considered

A refund may be provided in circumstances where:

1. an applicant has been charged more than the applicable service fee;
2. the Department is unable to provide the service to the applicant or the service requested is no longer available; or
3. the Department determines that refunding the fee is appropriate in the circumstances.

In circumstances under cl 3(a), the applicant will not be provided a refund of the applicable service fee, and will only be entitled to a refund of the portion of their payment that was incorrectly charged.

4. Circumstances where a refund will not be provided

A refund will not be provided merely because:

• the Registration of Interest does not result in an invitation to apply for a Nomination Application, regardless of whether the applicant meets the relevant eligibility criteria;
• the Nomination Application is refused, regardless of whether the applicant meets the relevant eligibility criteria;
• the applicant and/or their representative receive no further correspondence from the Department after their submission of their Registration of Interest and/or their Nomination Application;
• the Registration of Interest or Nomination Application is withdrawn;
• the applicant changes their mind and no longer requires the relevant service;
• the applicant receives an invitation to apply for a Nomination Application but elects not to apply;
• the Nomination Application is successful, but the applicant declines the nomination for any reason;
• the applicant or their representative fails to provide complete and accurate information in their Registration of Interest and/or Nomination Application;
• the Department is unable to verify the identity of the applicant;
• the applicant or their representative use multiple Live in Melbourne accounts to submit more than one Registration of Interest or Nomination Application for the one applicant;
• the Department changes the eligibility criteria and/or Ranking and Selection Information without notice or publication on the Live in Melbourne website;
• the Victorian Government withdraws a visa nomination for any reason; and/or
• the applicant or their representative enters an incorrect location and are incorrectly charged a Goods and Services Tax (GST).

5. Refund application process

Refund requests must:

• be submitted through the Program’s nominated process via the Live in Melbourne website;
• include relevant payment details;
• explain the reason a refund is requested; and
• provide supporting information.

The Department may request additional information before making a decision regarding whether a refund will be provided.

6. Refund decisions

Refund decisions will be made in accordance with Program procedures.

In assessing a refund request, the Department may consider:

• the reason for the request;
• applicable legislative requirements; and
• fairness and consistency.

The Department will advise the applicant of the outcome of the refund request via email.

7. Payment of approved refunds

Approved refunds will only be returned to the original payment method and payer.

If the fee is paid by a third party, such as a migration agent, legal representative or another third party, please note that the refund will be made to the credit card that made the payment.

Refund processing times may vary depending on payment providers.

8. No limitation of legal obligations

Nothing in this Refund Policy limits:

• obligations imposed by legislation;
• statutory review rights;
• any mandatory consumer protections that apply; and
• the Department's obligations as a public authority.