TERMS & CONDITIONS
About us
Informed Insights Limited provides New Zealand immigration advice and related application services through licensed immigration advisers.
Email: contactus@informedinsights.co.nz
Engaging our services
Before we undertake your agreed immigration services, we provide a written client agreement describing the work, the responsible adviser or advisers, fees, payment stages and relevant conditions. Your accepted agreement sets out the specific terms of your engagement, subject to applicable law and our professional obligations.
Services and timeframes
Our services may include assessing immigration options, advising on supporting evidence, preparing and lodging applications, and representing clients within the scope agreed in writing. The services and estimated timeframes for your matter will be specified in your agreement. Timing depends on receiving complete, accurate documents and on matters outside our control, including Immigration New Zealand processing. We cannot guarantee a visa outcome or a government processing time.
Fees and payment
Fees are quoted in New Zealand dollars (NZD / NZ$). Your agreement identifies the applicable GST treatment and total payable. Immigration New Zealand charges and other third-party expenses are separate from our professional fees unless expressly included.
Cancellation and refunds
You may end your engagement at any time. Our Refund & Cancellation Policy explains how we assess work completed, expenses and any refund.
PRIVACY POLICY
Informed Insights Limited collects and holds personal information to respond to enquiries and provide immigration advice and related services. We handle it in accordance with the Privacy Act 2020 and our professional confidentiality obligations.
Privacy contact: contactus@informedinsights.co.nz.
Information we collect
Depending on your enquiry or immigration matter, we may need your contact details, identity documents, immigration and travel history, relationship and family information, employment and qualification records, financial information, health and character information, correspondence and payment records. We collect only information needed for a lawful purpose connected with our services or business operations.
Why we use information
We use information to assess your circumstances, advise you, prepare and manage your immigration matter, communicate with you and authorised parties, administer payments and records, handle complaints and meet legal and professional obligations. Providing information is voluntary, but we may be unable to advise you or progress your matter without necessary details. We will explain any information that a particular application requires.
Storage and overseas processing
We take reasonable safeguards to protect information against loss, misuse and unauthorised access or disclosure, and restrict access to people who need it for their work. Electronic services may involve storage or processing outside New Zealand.
Client files are kept for at least seven years after file closure. Information is securely disposed of when no longer required, subject to applicable legal or professional retention obligations.
Card payments are processed by third-party payment providers, including Wise. We receive the information needed to identify and reconcile your payment, but do not store your full card number or security code.
REFUND & CANCELLATION POLICY
Cancelling our services
You may terminate your engagement at any time. Please email contactus@informedinsights.co.nz or tell your adviser. We will confirm termination in writing. Ending our engagement does not itself withdraw an application already lodged with Immigration New Zealand; please discuss any intended withdrawal with your adviser.
How refunds are assessed
We assess refunds fairly and reasonably in the circumstances, taking account of the agreed services, work actually provided, payments received and expenses properly incurred. Cancellation does not automatically entitle you to a full refund, but does not automatically remove your entitlement to a refund either.
We may retain a fair and reasonable fee for services already provided and amounts properly payable for authorised expenses. We will account for advance funds and return the balance that is not properly payable. An invoice or completion of a payment stage does not, by itself, prevent a fair and reasonable refund assessment.
Third-party fees
Fees already paid to Immigration New Zealand or another provider are subject to that provider's refund rules. We cannot guarantee recovery of those payments. Amounts held for expenses that have not been incurred will be included in our reconciliation and returned where they are no longer payable. Any third-party refund received on your behalf will be accounted for to you.
Requesting and receiving a refund
Email contactus@informedinsights.co.nz with your name, payment or invoice reference, the amount requested and the reason. We will assess the request promptly and explain our decision and calculation. Any refund due will be paid promptly and within ten working days of determining the amount due. For card payments, refunds will normally be processed through the original payment method, subject to the payment provider's requirements. Your bank or provider may take additional time to show the credit.