Disclaimer:Phonix Document Services is a private service offering paid support for travel document applications. We are not affiliated with any government authority.

Refund Policy

Understanding Our Refund Approach

At Phonix Document Services, we provide professional assistance for Australia Visitor Visa, Australia eVisitor Visa, and Canada Electronic Travel Authorisation applications.

We understand that plans can change, and you may need to request a refund in certain situations. This policy explains when a refund may be considered and when it does not apply to services purchased through our platform.

The Nature of Our Services

Phonix Document Services offers independent support services for travel authorisation and Visitor Visa applications.

For this policy, a service is considered to have started once any of the following takes place:

  • We begin reviewing your documents
  • Your application forms are prepared or completed
  • Your application is submitted or made ready for submission to the relevant Australian or Canadian authority

Once work has started, our professional service fees are not refundable.

When a Refund May Be Considered

We may review refund requests in the following situations:

  • Duplicate payments: If the same service is paid for more than once, the extra amount will be refunded.
  • No work has started: If a written request is received within 24 hours of payment and no work has begun, a refund may be approved.
  • Legal requirements: Refunds will be provided where required under Australian Consumer Law.

Every request is considered individually based on its circumstances.

When Refunds Are Not Provided

Refunds are generally not available in the following situations:

  • Work on your application has already begun
  • Your application is delayed, refused, rejected, or declined by a government authority
  • Incorrect, incomplete, or inaccurate information or documents have been provided
  • Required information or documents are not submitted within the given timeframe
  • You choose to cancel or discontinue the service after work has started

Government and Third-Party Charges

Government fees and third-party charges are non-refundable in all cases. This includes fees set by Australian or Canadian authorities, payment processors, or other external providers.

Phonix Document Services does not influence government decisions, processing times, or policy changes. All outcomes and timelines are determined solely by the relevant authorities.

How to Request a Refund

    To request a refund, please Email info@docubuddytravel.com with the subject line “Refund Request” and include:

  1. 1. Your full name and contact details
  2. 2. Proof of payment or transaction confirmation
  3. 3. A brief explanation of your request

All information provided will be handled in line with our Privacy Policy.

Most requests are assessed within five to ten business days.

Refund Processing Time

If a refund is approved, it will be issued to your original payment method unless agreed otherwise.

Refunds are generally processed within five to fifteen working days, depending on your bank or payment provider. Delays caused by financial institutions or third-party services are outside our control.

If You Have a Concern

If you are not satisfied with any part of our service, we encourage you to contact our support team. We will review your concern carefully and aim to resolve it in a fair and timely manner.

Updates to This Policy

We may update this Refund Policy from time to time to reflect changes in our services or legal requirements. The latest version will always be available on our website.

Contact Information

Phonix Document Services

Email: info@docubuddytravel.com

Address: 2/8 Junia Ave Toongabbie NSW 2146