Portal assistance charges
Any refund request for a portal assistance charge is reviewed based on the work already performed, the stage of the request, payment confirmation and applicable law. A refund is not automatic once work or document review has begun.
Government and third-party fees
Government fees, statutory charges and amounts paid directly to a government department, bank or third-party provider are governed by that recipient’s rules. We cannot promise to reverse amounts that we did not receive or control.
How to request a review
Contact support with your application reference, registered phone number, payment date, amount and a brief explanation. Do not send card PINs, passwords, OTPs or full payment credentials. We may request reasonable proof of payment.
Duplicate or failed payments
If you believe you were charged twice or a payment was debited but not reflected, contact support with the transaction reference. We will review the available payment records and guide you on the next step.
Review and response
Requests are reviewed as soon as reasonably practicable. Any approved refund will normally be sent through the original payment method where supported, subject to provider and banking timelines.
Contact
Use the Contact page to submit a cancellation or refund enquiry.
Our support team can help with questions about this policy.