Terms & Conditions
Terms of Use
Welcome to Travel and Visa Services Pty Ltd trading as Ontrack Visa (ABN 78661260626). We provide assistance services for individuals applying for Visitor Visas and travel authorisations.
When you access our website or use our services, you acknowledge and agree to these Terms and Conditions. If you do not agree, please stop using our website and services.
We may make changes to these terms as needed. Any updates will take effect once they are published on our website. By continuing to use our website or services, you acknowledge and accept the updated terms.
We actively maintain and refine our content to ensure a high standard of accuracy and relevance; however, we cannot guarantee that it is complete or entirely free from errors or omissions.
What We Provide
Ontrack Visa offers information, guidance, and personalised assistance for Visitor Visa and travel authorisation applications, including:
Australia eVisitor Visa (Subclass 651)
Australia Visitor Visa (Subclass 600)
Canada Electronic Travel Authorisation (eTA)
New Zealand Electronic Travel Authority (NZeTA)
United Kingdom Electronic Travel Authorisation (UK ETA)
Our services may cover:
Offering straightforward guidance on application requirements
Supporting the organisation and review of your documents
Assisting with the preparation and submission process when needed
We focus on supporting you with preparation, document organisation, and submission assistance.
The respective government authorities make all visa and travel authorisation decisions. We do not approve, refuse, or influence the outcome of any application.
Application Assistance and Professional Standards
Where required under Australian law, assistance is delivered by, or under the supervision of, a MARA-registered migration agent in accordance with applicable regulations.
Ontrack Visa operates as an independent travel and document support service. We are not a government authority and do not make decisions on applications. All outcomes are determined solely by the respective authorities.
Our Independent Status
Ontrack Visa is not affiliated with any government authority.
You may choose to apply directly through official government platforms at any time without using our services.
Your Responsibilities
When using our services, you agree to:
Provide information and documents that are complete, accurate, and truthful
Carefully review all application details before submission
Reply promptly when further information or documents are requested
Comply with all deadlines set by the respective authorities
You understand that inaccurate or delayed information may affect your application outcome. We are not responsible for issues arising from the information you provide.
Fees, Payments, and Refund Terms
We prioritise clarity from the very start. Before you proceed, you will see exactly what you are paying for and why. Our fees reflect the expertise, time, and structured support involved in managing your application, from document preparation through to submission assistance.
Unless stated otherwise, our pricing may include relevant government charges. Any applicable taxes are calculated separately and displayed at checkout before payment, ensuring full transparency.
We accept payments via Visa and Mastercard. Other methods, including American Express, Discover, PayPal, and bank transfers, are unavailable at this time. Full payment is required before any work begins so that your request can be processed without delay.
All transactions are processed through secure and certified third-party payment providers. While we carefully select reputable partners, their platforms operate independently. Ontrack Visa is not responsible for issues such as declined payments, technical disruptions, delays, or processing errors, to the extent permitted by applicable law.
Refund eligibility depends on the stage your application has reached and the services completed when we receive your cancellation or refund request. Once processing has commenced, refund eligibility will be determined in accordance with our Refund Policy and any rights available under applicable consumer protection laws.
If you decide to cancel your application or submit a refund request, eligibility will be assessed according to the stage your application has reached and the services completed at the time we receive your request. Please refer to our Refund Policy for details of the circumstances in which a full refund, partial refund, or no refund may apply.
For applicants located in the United Kingdom and the European Union, certain services may be subject to a statutory 14-day cancellation period. However, where you request immediate commencement of services and provide your consent, this right may no longer apply once the requested service has been fully performed, to the extent permitted by applicable law.
Where required under applicable law, you may be entitled to a remedy if our services do not meet the required standard. This may include a refund or other appropriate form of compensation, depending on the circumstances.
Every situation is different. We assess each request individually and aim to respond in a manner that is fair, balanced, and consistent with applicable legal requirements.
Processing Times and Decisions
Processing times and application outcomes are determined solely by government authorities in Australia, Canada, New Zealand, and the United Kingdom.
We have no control over application outcomes and cannot guarantee approval. Processing may take longer due to factors such as application volume, policy changes, security checks, or document verification by the relevant authorities.
Our Responsibilities and Limitations
We are committed to delivering our services with care, clarity, and professionalism. However, to the extent permitted by applicable law, our total liability in connection with any service we provide is limited to the amount you have paid for the specific service to which the claim relates.
While we aim to support you throughout the process, we are not responsible for losses that fall outside our direct control. This includes indirect or consequential impacts such as missed travel, delays, loss of income, or additional costs arising from application outcomes or processing timeframes.
All decisions relating to visas and travel authorisations are made independently by the relevant government authorities. As these outcomes are beyond our influence, we cannot accept responsibility for refusals, delays, or changes to immigration or travel requirements.
Nothing in this section limits or affects any rights or remedies you may have under applicable consumer protection laws. Where such rights cannot be lawfully excluded, they will continue to apply.
Your Rights Across Borders
We work with individuals around the world. While laws differ by region, one principle remains consistent: you deserve clarity, fairness, and accountability in how services are delivered.
Australia: Guaranteed Standards You Can Rely On
Under the Australian Consumer Law, services must meet a clear standard. This means they must be delivered with due care and skill, be fit for their intended purpose, and be completed within a reasonable timeframe. These are not optional standards; they are legal requirements designed to protect you.
If these expectations are not met, you may be entitled to a remedy. Depending on the circumstances, this may include a correction, refund, or other appropriate outcome. We take these obligations seriously and will assess any concerns with a focus on fairness, accountability, and resolution.
United Kingdom & European Union: Clear Rights and Control
Across the UK and EU, consumer protection is built around transparency and informed decision-making. Regulations such as the General Data Protection Regulation, alongside broader consumer laws, require businesses to provide clear information, fair pricing, and honest service terms.
In many cases, you may have a 14-day cooling-off period for services purchased online. However, if you choose to begin services immediately and confirm that request, this right may no longer apply once the service has been fully delivered, to the extent permitted by law. Our approach is simple: communicate clearly, avoid surprises, and deliver what we promise.
Canada: Transparent Pricing and Fair Delivery
Canadian consumer protections emphasise openness and accountability. Pricing must be clearly disclosed, including any applicable taxes, and personal information must be handled responsibly in accordance with federal privacy laws.
When using our services, you can expect transparent pricing and clear communication. You may also have the right to access your personal information and request corrections where necessary. We aim to maintain clarity at every stage of your interaction with us.
New Zealand: Fair Services and Clear Expectations
New Zealand law requires services to be delivered with reasonable care and skill, and businesses must avoid misleading or deceptive conduct. The focus is straightforward: what is promised must be delivered, and delivered properly.
If this standard is not met, you may be entitled to a remedy, depending on the circumstances. This may include repair, replacement, or a refund. We are committed to presenting our services accurately and delivering them consistently.
United States: State-Level Protections
In the United States, consumer protections vary by state. Some states, including California, provide enhanced rights relating to personal information and fair business practices.
Where applicable, you may have rights relating to transparency, access to your personal information, and how it is used. Regardless of location, our approach remains consistent: operate responsibly, communicate clearly, and respect your rights.
Every situation is different. We assess each request individually and aim to respond in a manner that is fair, balanced, and consistent with applicable legal requirements.
Governing Law
These Terms are governed by the laws of New South Wales, Australia.
Any dispute arising out of or in connection with these Terms or your use of our services will be subject to the non-exclusive jurisdiction of the courts of New South Wales, Australia.
Legal Integrity of These Terms
Nothing in these Terms is intended to override or limit any rights that cannot legally be limited under applicable law.
If any part of these Terms is found to be invalid, unlawful, or unenforceable, it will be adjusted only to the extent necessary to make it enforceable, and the remaining provisions will continue in full force and effect.
Where required by applicable law, certain provisions may not apply or may apply differently depending on your location. In such cases, applicable local laws will prevail to the extent necessary.
Events Beyond Our Control
We are not responsible for delays or interruptions caused by events beyond our reasonable control.
These may include government actions, changes to immigration policies, system outages, technical failures, natural disasters, public health events, labour disruptions, or interruptions to communication or transport networks.
In such circumstances, we will take reasonable steps to resume our services as soon as practicable, to the extent permitted by applicable law.
Payments and External Providers
To maintain secure transactions, payments are processed through trusted third-party providers. When completing a payment, you may be redirected to an external platform, and your transaction will be governed by that provider’s terms and policies.
While we select our providers carefully, we do not control their systems. Ontrack Visa is not responsible for issues such as delays, declined transactions, or technical errors, to the extent permitted by applicable law.
If you experience any issues, we encourage you to contact us so we can assist where appropriate. However, the final resolution will depend on the provider’s processes.
Information Accuracy and Responsibility
We only request payment details after you have completed the necessary steps and accepted these Terms. Payments are processed securely, and we do not store full card details or have direct access to sensitive financial information.
You are responsible for ensuring that all information you provide is accurate and submitted through authorised channels.
We are not responsible for issues arising from incorrect or incomplete information, to the extent permitted by applicable law.
Any personal information you provide will be handled in accordance with our Privacy Policy.
If you provide information on behalf of another person, you confirm that you have their consent and authority to do so. If the individual is under 18, you confirm that you are authorised to act on their behalf.
Complaints and Dispute Resolution
If you have a concern or complaint, we encourage you to contact us so we can review the matter and work towards a fair resolution.
If a resolution is not achieved, the matter will be subject to the laws of New South Wales, Australia. You agree to the exclusive jurisdiction of the courts of New South Wales.
Use of AI-Generated Visuals
Some images and illustrations on this website may be produced or enhanced using AI technology. These visuals are intended to provide general guidance and help explain visa and travel authorisation processes. They may not represent actual scenarios or official government materials and should not be relied upon as a primary source of information.
Intellectual Property
All content featured on this website, including text, visual design, logos, graphics, and images, is owned by or licensed to Ontrack Visa unless stated otherwise.
You are not permitted to copy, reproduce, or use any part of this website for commercial purposes without obtaining prior written consent.
Contact Details
Ontrack Visa
Email: info@ontrackvisa.com
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