Cancellation & Refund Policy

Need to change your appointment time? Just let us know - rescheduling is free of charge if you give us at least 24 hours' notice before your booked time.

If you cancel at least 24 hours before your booked time, we refund the full consultation fee you paid. The consultation fee is non-refundable if you cancel within 24 hours before your booked time. Non-attendance ("no-shows") is not refunded either, since that time was reserved for you.

If we need to cancel or reschedule on our side, we'll offer you a new time as soon as possible, or a full refund if a new time doesn't suit you.

If you engage us for ongoing assistance with a visa matter, the fee arrangement (including any refund terms) is set out in your individual client agreement, which you receive and agree to before work begins. As a general principle: work already properly performed is not refundable, and any fees paid in advance for work not yet carried out are refunded if you end the engagement before that work is done.

The Australian Government's own visa application charge is paid to the Department of Home Affairs. If you ask us to pay it on your behalf, you send us the amount, we hold it in our client account, and we pay it to the Department for you. The Department does not refund a charge in almost all circumstances - including if a visa is refused or an application is withdrawn - and once we have paid it to the Department we cannot recover it. Any amount you gave us for a government charge that we have not yet paid to the Department remains your money and is returned to you on request.

Contact BIG STEP Migration and Education Consultants Pty Ltd by email at hello@bigstepmigration.com or by phone on +61 423 720 019 as early as possible. We'll confirm the outcome in writing.

We may update this policy from time to time. The current version will always be available on this page, and it does not affect any booking already confirmed under the version in place at the time.