Privacy Policy

Visa File Expert (“Visa File Expert”, “the Service”, “we”, “us”, or “our”) is a migration practice management product operated by EASEMATE PTY LTD (ABN 11 700 394 681), an Australian company.

Contact: sales@visafileexpert.com. Address: 20 Toomey street, Vermont, Victoria - 3133 - Australia.

This Privacy Policy explains how we collect, use, store, and disclose personal information when you visit our marketing website, request a demo, or use Visa File Expert as an agency, staff member, or end client.

We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth), where applicable.

Depending on how you use the Service, we may collect:

• Identity and contact details (name, email, phone, address, organisation).
• Migration matter information entered by agencies (client profiles, visa subclasses, documents, notes, agreements, billing records, and related case data).
• Account and authentication data (including one-time passcodes and multi-factor authentication settings for authorised users).
• Usage, device, and log information needed to operate, secure, and improve the Service.
• Demo and sales enquiry details you submit through our website or Calendly booking links.

We use personal information to:

• Provide, maintain, and support the Visa File Expert platform.
• Authenticate users and protect accounts and client files.
• Enable agency workflows such as leads, visa files, agreements, billing, checklists, and the client portal.
• Respond to sales, support, and demo requests.
• Meet legal, security, and operational obligations.
• Improve product reliability and user experience.

Primary application and client data for Visa File Expert is stored on servers located in Australia, including secure cloud infrastructure used for file storage.

Agencies and clients may optionally connect Google Drive within the product so that files can be stored in or synced with that Google account. When Google Drive is connected, files stored there are held under Google's terms and privacy practices, and access is controlled by the connecting user's Google permissions. We only use the connection to provide the storage feature you enable.

We do not sell personal information. We may share information with:

• Service providers who help us host, secure, email, or operate the Service (under appropriate confidentiality and security obligations).
• Your organisation's authorised staff, according to roles and permissions configured in the workspace.
• Regulators, courts, or law enforcement when required by law.
• Professional advisers, where reasonably necessary to protect our legal interests.

End-client personal information entered by an agency is processed so we can provide the Service to that agency. The agency remains responsible for having a lawful basis to collect and upload client information.

We implement administrative, technical, and organisational measures designed to protect personal information, including access controls, encryption in transit, secure cloud storage, and authentication controls. More detail is set out in our Client Data Security Policy.

We retain personal information for as long as needed to provide the Service, meet contractual and legal obligations, resolve disputes, and maintain security and audit records. Agencies may request deletion of workspace data subject to our Terms of Service and applicable law.

You may request access to, or correction of, personal information we hold about you by contacting sales@visafileexpert.com. Agency end clients should generally contact their migration agency first for matter-related records held in that agency's workspace.

Our marketing site and application may use cookies or similar technologies that are necessary for security, session management, and basic site operation. Where we use optional analytics, we will do so in a way consistent with this policy.

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page will change when we do. Continued use of the Service after an update means you accept the revised policy.

Privacy questions for EASEMATE PTY LTD / Visa File Expert: sales@visafileexpert.com.