Policies and conditions

The following describes the terms and conditions that Heenan & Browne Visa and Migration Services PTY. LTD. (Heenan & Browne), of City Executive Suites, Level 1, 88-96 Bunda Street Canberra City ACT 2601 Australia, ABN 99608309459, offers you access to our services.

Services Provided

Heenan & Browne provide a service being visa advice and visa application assistance for persons applying for visas to Australia and advice on general circumstances surround immigration status. Heenan & Browne also provide services assisting applicant with obtaining Australian police clearance certificates.

If you are using our online payment system then the currency used is Australian dollars. Any fees listed on our website are in Australian dollars. Any other service not listed in the website will be quoted in Australian dollars upon request.

If you use our services for visa application assistance, Heenan & Browne will provide you with a Service Agreement. The “service agreement” is a contract between you and Heenan & Browne and applies to the use and offering of our professional services to provide migration, immigration, visa, and related advice, police clearance application services, and the performance or execution of written instructions, as accepted by Heenan & Browne.

You must read, agree with and accept any terms and conditions set out below, and any terms and conditions expressly contained in any written service agreement provided to you and that by continuing to use or access the website or services, you are agreeing to these terms and conditions. If you do not wish to be bound by our terms and conditions, please do not use or access our services.

Once you accept our terms and conditions, you will have agreed to appoint Heenan & Browne to perform a service, for which a fee may be charged. If you do not understand the fee that you are to be charged, then it is your responsibility to kindly contact the company on 0490 324 416 or by email at info@heenanbrownemigration.com and requests a written quotation from a customer service representative or migration agent.

You are requested to also read a copy of the Consumer Guide that can be obtained upon request or viewed at www.mara.gov.au. By accepting to make payment you acknowledge that you have obtained and reviewed this document.

Australia Federal Police (AFP) Police Certificate Applications

If you are paying for the service to assist you with your Australia Federal Police certificate  Application you agree and acknowledge the following:

Heenan & Browne do not represent the Australia Federal Police and we do not have any association with the AFP. We are assisting you with the completion of the application form and subsequent submission of the application.

We do not guarantee any outcome. We do not guarantee any time frame for the certificate to be available – the AFP have sole responsibility for issuing the certificates and may use other agencies during the process.

You expressly agree to indemnify the directors, all employees and any staff member of Heenan & Browne from any loss that may arise either directly or indirectly as a result of the application process taking longer than anticipated, or for an outcome that is below your expectation.

You authorise us to receive your personal information, and to have sight of your Police Clearance Certificate, and details of any prior offences that may be disclosed.

Our professional fee for this service will be included in your services agreement.

Our service includes assisting you with the completion of your application form, lodging the application with the AFP, following up on the progress of the application, and sending you the completed certificate by express post within 2 days of receipt.

Refund Policy

We do not normally give refunds if you simply change your mind or make a wrong decision.

Refunds for Police Certificate Application Service

We will not refund you any money for a Police Certificate Application if you change your mind during the application process. We will not refund you any money if your Police Certificate Application takes longer than anticipated. We will not refund you any money if you are not satisfied with the contents of your Police Certificate.

If you do wish to request a refund, you must make your request in writing by email to info@heenanbrownemigration.com and all requests will be considered at the sole discretion of the director of Heenan & Browne. If we do agree to a refund we reserve the right to charge an administration fee of up to AUD$33.00

Other Refunds Policy – Migration and Visa advice

Heenan & Browne will automatically upon appointment become entitled to withhold 50% of any professional fees paid. If you are using Heenan & Browne for visa assistance then this will be further outlined in our formal Services Agreement.

Heenan & Browne at the discretion of the director may consider refunding up to 50% our professional fees, prior to lodegment of an application. No refunds will be given after a Visa application is made.

Heenan & Browne and its registered Migration Agents comply with the professional Code of Conduct of the Migration Agents Registration Authority, and are members of the Migration Institute of Australia. We will use our best endeavors to provide successful migration advice and visa applications, but in no way, do we guarantee a successful or expected outcome or offer a “no win no fee” policy.

By proceeding to appoint and use the services, provided by Heenan & Browne you agree to expressly indemnify the registered migration agents, directors and staff, against any loss, financial or otherwise, that may be caused through a visa application refusal or police clearance application delay, or outcome that is less than expected by you.

We reserve the right to change our terms and conditions without notice to any user and without providing any explanation or justification.

Our Rights

Heenan & Browne reserves all rights, including the right to refuse access to our services to any party, or to decide to not take on a client’s case, which has little or no hope of success.

In these terms and conditions, “you” or “your” means any client, person or entity using the services of Heenan & Browne unless otherwise stated “we” or “our” refers to Heenan & Browne.

The standard terms and conditions of our client service agreement are available upon email request to info@heenanbrownemigration.com


Heenan & Browne Visa and Migration Services PTY. LTD. ABN 99608309459 use an online merchant with the Commonwealth Bank of Australia that is located in Australia.  We charge professional fees and disbursements for the migration and visa services we provide, either as a lump sum or as an hourly rate, with the minimum of one hour due upon appointment.

Government fees, Visa Application Charges, Payments for Skills Assessments, and other third party charges may also be collected and held in our Client Account, until payment to the associated authority or third party is required.

All fees and payments are in Australian Dollars currency (AUD).

For clients in Australia, GST will be payable on professional fees and disbursements.

Payments made using our online merchant payment system can be made using VISA or MASTERCARD only. All transactions made using our online merchant will incur a surcharge fee. All card surcharges will be payable by the client.

You must accept these terms and conditions in order to make use of this payment system.

Once you have made a payment, Heenan & Browne will consider that you have appointed us for the service, and will contact you to follow up and confirm the details of the service we are performing.

Terms and Conditions for this Website

By reading and continuing to use the site you agree to the following conditions of use.

1. Disclaimer

Heenan & Browne makes every effort to ensure that the information on this website is accurate and up-to-date. However, we cannot accept responsibility for any loss or inconvenience caused by reliance on inaccurate material contained in this site.

2. Links to Other Sites

Certain links, including hypertext links, in our site will take you outside our site to sites owned and operated by third parties. Links are provided for your convenience and inclusion of any link does not imply endorsement or approval by Heenan & Browne of the linked site, its operator or its content. We are not responsible for the content of any website outside of our site.

3. Copyright

All rights in the design, text, graphics and other material on our site and the selection or arrangement thereof are copyright of Heenan & Browne or other third parties. Permission is granted to electronically copy and print, in hard copy, portions of our site solely for private or educational use (within the classroom), provided that no changes are made to the material and that Heenan & Browne is acknowledged as the owner. Any other use of the materials on our site (including reproduction for purposes other than noted above and alteration, modification, distribution or republication) without our prior written permission is strictly prohibited. Should you require permission for the above, please contact info@heenanbrownemigration.com to do so.

4. Privacy Policy

Heenan & Browne is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone except in relation to visa and migration services we provide to you

We will use this information to identify your orders, provide you with our monthly newsletter (if applicable) and to personalise your experience with us; that’s all. We do not store persistent cookies on your computer.

5. Accessibility

Heenan & Browne endeavors at all times to make the website as accessible as reasonably possible to disabled users. In no way does Heenan & Browne seek to deliberately discriminate against disabled users access to the website service.

6. Disputes and jurisdiction

Each provision within the terms and conditions are severable and any provision, which is, void or could render the terms and conditions void is excluded.

The law in force in Australian Capital Territory governs the terms and conditions and each party agreeing to the terms and conditions submits to this. Also by agreeing to the terms and conditions you waive any claim that such courts are an inconvenience.

7. Security Policy

When purchasing from Heenan & Browne your financial details are passed through the Pin Payment/Commonwealth Bank of Australia merchant system using the latest encryption technology. If you have any questions regarding our security policy, please contact us at: info@heenanbrownemigration.com

Summary of Terms

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Cookie: Message given to a web browser by a web server. The message is then stored by the browser in a text file called ‘cookie.txt’. Cookies are used to enable a website to ‘remember’ whether a user has visited the site before and possibly to store marketing information about previous visits (items bought last time, pages visited etc.). Cookies are also used to store temporary information as a user moves from page to page within a site (items in a shopping basket etc.). Such cookies are erased when the user session ends. This information is converted to number format for statistical purposes, and all information relating to the individual is erased when the user session is ended. Users can set their browser not to allow cookies to be stored in their computer. To do this, please follow the instructions provided with your web browser software.

User Session: A user’s visit to a site begins when the user first accesses any page on a given site and ends after a visitor has left that site and not revisited it within a specified amount of time (normally 20 minutes) or when the user’s browser is closed.

Web Server: Delivers (serves up) web pages to your computer.

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