Terms of Service

1. Agreement to Terms

By accessing and using the services of Gleam Archive ("we," "our," or "us"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our services.

2. About Gleam Archive

Gleam Archive is a registered migration agency providing immigration services in Australia. We are:

• Registered with the Migration Agents Registration Authority (MARA)
• Bound by the Migration Agents Code of Conduct
• Licensed to provide immigration advice and services in Australia
• Insured through professional indemnity insurance

3. Services Provided

We provide the following immigration services:

3.1 Migration Advice

• Visa assessment and eligibility advice
• Immigration pathway consultation
• Skills assessment guidance
• Points calculation and strategy
• State nomination assistance

3.2 Application Services

• Visa application preparation and lodgment
• Document collection and verification
• Communication with government departments
• Application monitoring and updates
• Appeal and review assistance

3.3 Settlement Support

• Pre-arrival planning assistance
• Accommodation and schooling guidance
• Banking and financial advice
• Employment search support
• Community integration assistance

4. Client Obligations

As our client, you agree to:

4.1 Provide Accurate Information

• Provide complete and truthful information
• Disclose all relevant circumstances
• Notify us of any changes in circumstances
• Provide authentic and verified documents
• Respond promptly to our requests for information

4.2 Follow Professional Advice

• Consider our professional recommendations
• Make informed decisions about your case
• Understand the risks and benefits of different options
• Comply with all legal requirements and deadlines

4.3 Payment Obligations

• Pay fees as agreed in our service agreement
• Pay government fees and third-party costs
• Provide payment within specified timeframes
• Understand that professional fees are separate from government fees

5. Fees and Payment

5.1 Professional Fees

• Fees are quoted based on the complexity of your case
• Initial consultation fees may apply
• Detailed fee schedules provided in service agreements
• Additional fees may apply for complex matters
• Payment plans may be available by arrangement

5.2 Government and Third-Party Fees

• Government visa application fees
• Skills assessment fees
• English language testing fees
• Medical examination costs
• Document translation and certification fees

5.3 Refund Policy

• Professional fees are generally non-refundable once work commences
• Refunds considered on a case-by-case basis
• Government fees are non-refundable
• Refund requests must be made in writing
• Processing fees may apply to refund requests

6. Professional Standards

6.1 Migration Agents Code of Conduct

We comply with the Migration Agents Code of Conduct, which requires us to:

• Act in your best interests
• Provide competent professional service
• Maintain confidentiality
• Avoid conflicts of interest
• Keep detailed records
• Maintain professional indemnity insurance

6.2 Continuing Professional Development

• Regular training and education
• Staying current with immigration law changes
• Professional association memberships
• Industry conference attendance

7. Limitations and Disclaimers

7.1 No Guarantee of Outcomes

• We cannot guarantee visa approval
• Immigration decisions are made by government officials
• Processing times are subject to government policies
• Immigration laws and policies may change
• Individual circumstances affect outcomes

7.2 Third-Party Services

• We are not responsible for third-party service providers
• Skills assessment outcomes are determined by assessing authorities
• Medical examination results are determined by panel doctors
• English test results are determined by testing organizations

7.3 Government Policy Changes

• Immigration laws and policies may change without notice
• Changes may affect pending applications
• We will advise of relevant changes as they occur
• Additional services may be required due to changes

8. Confidentiality

We maintain strict confidentiality regarding your personal information and case details:

• Information shared only with authorized personnel
• Secure storage of client files and documents
• Information shared with government agencies as required
• Third-party service providers bound by confidentiality
• Client consent required for information sharing

9. Termination of Services

9.1 Client Termination

You may terminate our services at any time by providing written notice. Upon termination:

• Outstanding fees become immediately payable
• We will provide a final account statement
• Your files will be returned or transferred as requested
• We may complete urgent matters in progress

9.2 Service Provider Termination

We may terminate services in the following circumstances:

• Non-payment of fees
• Failure to provide required information
• Conflict of interest
• Unethical or illegal conduct
• Breakdown in professional relationship

10. Liability and Insurance

10.1 Professional Indemnity Insurance

• We maintain professional indemnity insurance
• Insurance covers professional negligence claims
• Policy details available upon request
• Claims must be made within policy periods

10.2 Limitation of Liability

Our liability is limited to:

• Professional fees paid for the specific matter
• Actual damages directly caused by our negligence
• Coverage available under our professional indemnity insurance
• Excluding consequential or indirect damages

11. Complaints Process

11.1 Internal Complaints

If you have a complaint about our services:

1. Contact us directly to discuss the issue
2. Submit a written complaint outlining your concerns
3. We will acknowledge your complaint within 5 business days
4. Investigation and response within 21 days
5. Resolution or explanation of findings provided

11.2 External Complaints

If unsatisfied with our response, you may contact:

• Migration Agents Registration Authority (MARA): mara.gov.au
• Office of the Migration Agents Registration Authority
• Commonwealth Ombudsman: ombudsman.gov.au
• Professional association complaint processes

12. Website Terms

12.1 Website Use

• Website content is for general information only
• Not a substitute for professional immigration advice
• Information subject to change without notice
• Links to third-party websites for convenience only
• We are not responsible for third-party website content

12.2 Intellectual Property

• Website content protected by copyright
• Trademarks and logos are proprietary
• Personal use of website content permitted
• Commercial use requires written permission
• User-generated content subject to moderation

13. Privacy and Data Protection

Your privacy is important to us. Please review our Privacy Policy for detailed information about:

• How we collect and use personal information
• Data security measures
• Your rights regarding personal information
• Cookie usage and tracking technologies
• International data transfers

14. Force Majeure

We are not liable for delays or failures caused by circumstances beyond our reasonable control, including:

• Government policy changes
• Natural disasters
• Pandemics or health emergencies
• Technology failures
• Industrial action
• War or civil unrest

15. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes will be resolved in the courts of New South Wales, Australia.

16. Changes to Terms

We may update these Terms from time to time. Changes will be:

• Posted on our website
• Effective from the date of posting
• Communicated to existing clients if material
• Subject to applicable consumer protection laws

17. Contact Information

For questions about these Terms or our services, please contact us:

Office Hours

Monday - Friday: 9:00 AM - 6:00 PM AEST
Saturday: 10:00 AM - 2:00 PM AEST
Sunday: Closed