Privacy Policy
Effective date: 18/10/2025
Operator: Tern Visa Pty Ltd ABN 63 690 495 991
Contact: support@ternvisa.com
1. Scope
This policy explains how we handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) across our website, apps, and services (Services).
2. What we collect
Identity: name, date of birth, nationality, passport details, photos, visa history
Contact: email, phone, addresses
Application data: forms, evidence, declarations, travel history, employment, education, finances, dependants
Sensitive information (with consent or where allowed): health checks, character records, biometrics required for visas
Account and usage: device, IP, logs, cookies, analytics
Payments: card brand and last four digits, payment metadata from Stripe (we do not store full card numbers)
Support content: messages, uploads, feedback, recordings if you consent
3. How we collect it
We collect your information directly from you through forms, uploads, supporting documentation, and payments. We also collect information indirectly where you authorise or the law permits us to, including the Department of Home Affairs (e.g., VEVO), identity verification providers, payment processors, and analytics or operational tools.
Where you provide information about a third party, including members of your family unit, you confirm to us that you are authorised to do so.
4. Why we use it
We use your information to:
• assess, prepare, lodge, and manage your visa application(s) • provide immigration assistance by engaging through our platform with a registered practitioner • verify your identity to prevent fraud • process payments and issue receipts • operate, secure, and improve our services • communicate with you about your matter and provide service updates • provide relocation services, with your explicit consent, such as to connect you with Australian third-party providers for optional services such as banks, mobile providers, health insurers, utilities, and superannuation funds • comply with the law and respond to lawful requests • for marketing purposes, where you opt in or the law allows us to.
If you do not provide us with the requested information, we may be unable to supply our services to you.
5. Legal bases under the APPs
We handle personal information as permitted by the APPs. For sensitive information we rely on your consent or other permitted situations under the Privacy Act 1988 (Cth).
6. Disclosures
We disclose your information only when required and with your consent. We may disclose your information to an Australian legal practitioner that you engage through Tern, the Department of Home Affairs and related bodies for lodgement and checks, Stripe for payments verification, identity verification sources, professional advisers, insurers, law enforcement or regulators, where required, and to our service providers.
With your explicit consent, we may share limited information with Australian third-party providers that you select for optional relocation services. Optional relocation service providers include, but are not limited to, banks, phone or mobile providers, health insurers, utility companies or super funds. We will tell you what will be shared and with whom. You can withdraw consent at any time.
We do not use third parties to process your visa. We do not share your visa related information without your consent, except where required by law or where you instruct us to do so.
When we direct you to any third-party site, you acknowledge that we are not collecting your personal information. You should refer to the third party providers' privacy notices and policies available through their website(s).
7. Overseas disclosure
We utilise cloud and service providers which may store or access data outside Australia. We take reasonable steps so overseas recipients protect information consistent with the Australian Privacy Principles.
8. Cookies and analytics
We use cookies for authentication, preferences, security, and analytics. You can control cookies in your browser. If cookies are disabled, this may lead to technical issues with some of the core features we offer as part of our services.
9. Direct marketing
If you have consented, we will utilise your personal information to send you marketing material. You can opt out at any time through our unsubscribe links or by contacting us directly.
10. Data retention
We will retain your personal information and data for your visa related matter, our operations, and to satisfy our legal obligations. Generally, we will not keep personal information, records or data for longer than six (6) years, unless required by law. After the necessary time period has passed, we will delete your personal information, records and data.
11. Security
To secure your personal information, we apply encryption in transit, access controls, audit logging, and least-privilege access, acknowledging no security method is risk-free. You must also keep your account details secure.
12. Access and correction
You may request access to your personal information and request corrections if it is inaccurate, out-of-date, incomplete, or misleading. Contact us on support@ternvisa.com.
13. Changes to this policy
From time to time, we may update this Policy. Where necessary or required by law, we will inform you of material changes to this Policy. .
14. Complaints
If you have any complaints in relation to this policy please email us directly on complaints@ternvisa.com. We will investigate your complaint and respond promptly within 30 days. If your complaint remains unresolved, you may contact the Office of the Australian Information Commissioner (OAIC).