At a glance
What this policy means for a Tristar client.
- Request method
- Use an official Tristar channel
- Assessment point
- Work completed when the request is received
- Read together with
- Your signed service agreement
Scope of this policy
This policy applies to consultations and paid passport, visa, immigration, study, work, language, travel and document-support services provided by Tristar Immigration. It explains the general process; the cancellation terms in your quotation or signed service agreement apply to the specific engagement.
A request to change the destination, visa category, principal applicant or core purpose may be treated as a change of scope rather than a simple cancellation.
How to request a cancellation
Send a written request through the official email, WhatsApp or advisor channel used for your engagement. Include the client name, service, invoice or file reference, applicants affected, reason for the request and whether you want to cancel, pause or discuss a different service.
A cancellation becomes reviewable when Tristar receives enough information to identify the engagement. A phone conversation should be followed by a written message so both parties have a clear record.
Consultation changes and missed appointments
Tell us as early as possible if you cannot attend a booked consultation. We will confirm whether another time is available and whether any rescheduling condition or charge applies.
If you miss a scheduled consultation or join too late to complete it, the booking may be treated as used where an advisor reserved the time and was available. The applicable booking message or agreement will control.
Before paid work begins
If you cancel before Tristar accepts the engagement or begins chargeable work, we will review whether any amount was collected, whether onboarding or preliminary work was completed and whether a third-party commitment was made.
A payment alone does not always mean that no work has started. Profile review, strategy discussion, document-list preparation, file creation, research, appointment monitoring and provider coordination can form part of the paid work.
After work has started
Where work has begun, cancellation does not undo completed consultation, review, drafting, document checking, research, coordination or administration. Tristar will assess the file against the agreed milestones, time and resources used, deliverables supplied and direct costs incurred.
Any unpaid amount due for completed work remains payable. Any potential adjustment or refund is considered under the refund policy and the written agreement.
Applications, appointments and urgent deadlines
Some services involve fixed government windows, appointment availability, expiring documents, admission deadlines, test dates or travel dates. If a cancellation or pause would create a missed deadline, expired result or lost appointment, we will explain the known risk but cannot preserve a date controlled by another organisation.
For ongoing appointment-monitoring or time-sensitive preparation, reserved team capacity and monitoring already performed may be treated as completed work.
Client delay or non-response
A service may be paused when required information, documents, approval or payment is not received. A pause does not extend a government deadline, preserve third-party availability or guarantee that earlier requirements will still apply when work resumes.
After reasonable attempts to contact the client, Tristar may close or terminate an inactive file in line with the service agreement. Restarting later may require an updated assessment, new documents, a revised scope or additional fees.
Third-party bookings and charges
Government fees, visa-centre charges, tests, translations, attestations, couriers, insurance, medicals, credential assessments, education services and other third-party items are governed by the provider that receives the booking or payment.
A request to cancel Tristar’s service does not automatically cancel a third-party booking. Where practical, we can provide the available receipt or provider details so you can understand the provider’s own change or refund process.
Cancellation by Tristar
Tristar may decline, pause or end an engagement where required information is not provided, payment is overdue, instructions are misleading or improper, communication becomes abusive, a conflict arises or the requested work is outside our role.
We may also end a service if a rule change makes the agreed work unavailable or materially different. In each case, completed work, client materials, outstanding fees and any possible adjustment will be reviewed under the agreement and applicable policy.
Documents, accounts and access after cancellation
We will identify client-provided original documents held by Tristar and arrange collection or return according to the agreed method and any outstanding courier charge. Digital working notes, internal templates and administrative records remain Tristar records.
Clients should retain copies of forms, receipts and submissions. Personal government or application accounts should remain under the applicant’s control, and account passwords should be changed if they were shared contrary to recommended practice.
Effect of cancellation
Cancellation ends future work within the cancelled scope once acknowledged, but it does not withdraw an application already submitted, cancel an official appointment or reverse a payment made to another provider. The applicant may need to contact the relevant authority directly.
Confidentiality, payment, intellectual-property, record-retention and dispute provisions that are intended to continue will remain applicable after the service ends.
Cancellation review and questions
We will review the written request against the service agreement, activity record, deliverables, payments and third-party costs. We may ask for more information before confirming the effective date and financial position.
Send questions to info@tristarimmigration.com or contact your assigned advisor. Keep the first message focused on the service and reference; do not resend sensitive documents unless requested.