Privacy Policy
Effective Date: 23 Sep 2026
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 use Amazon Web Services (AWS) as our cloud provider. All customer data is stored in Australia. Some processing may take place on AWS servers located outside Australia, and we take reasonable steps to ensure this is handled consistent with the Australian Privacy Principles.
8. AI and automated processing
What we use AI for: AI reads your documents, pulls out details such as names and dates, and sorts evidence into lawyer-defined categories. It checks documents against a lawyer-set standard: is it the right kind of document, does it show signs of alteration or fabrication, is it about the right person, and does it contradict itself. It also compares facts across documents and your answers, and where they disagree, shows you the mismatch and asks which is correct, without deciding which source is right or what it means for your application. It drafts statements from what you told us, which are your own account, not advice, and any draft remains yours to review and edit before you sign it.
What AI never does: No eligibility decision, no view on whether evidence is enough, no prediction of your chances, no view on what documents you need or what is missing, no decision on whether a document satisfies the Department's requirements, no advice on what to do, no decision on the outcome. An Australian immigration lawyer writes every rule. The software applies it. The Department of Home Affairs decides your visa.
AI processing takes place on Amazon Web Services (Amazon Bedrock), within our own cloud, as described in section 7. Your information is not sent to public AI chatbots, and it is not used to train AI models for other companies.
9. 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.
10. 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.
11. 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.
12. 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.
13. 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.
14. 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.
15. Complaints
If you have a complaint about this policy, email us on support@ternvisa.com. We will respond within 48 hours, though resolving a complaint can take longer. If we have not responded within 30 days, or you are not satisfied with our response, you may take it to the Office of the Australian Information Commissioner (OAIC).