1. Policy overview
This policy provides information and guidance on the circumstances where a refund may or may not be considered for the products or services provided by the NSW Registry of Births, Deaths & Marriages (the Registry).
2. Eligibility
In some circumstances, customers may be entitled to receive a full or partial refund for Registry products or services.
Claims for a refund should generally be made within 12 months from the application date.
Refunds are issued in Australian dollars. Customers living overseas who paid using a credit card that was not issued in Australia are required to provide the applicant’s bank account details (SWIFT code, BSB and account number) for an electronic funds transfer.
To make a claim for a refund, contact the Registry providing the reason for the request.
3. Circumstances in which a refund may be approved
The Registry may grant a full or partial refund under the circumstances outlined below. Certificates, postage, and handling costs are only refundable if a certificate has not been issued. If your reason for requesting a refund falls outside of the categories below, the Registry will still consider your request.
3.1. Using the name of a spouse after marriage
If a person was married in Australia and wishes to use their spouse’s last name on identity documents, they are not required to register a change of name. If a person applies for a change of name for this reason, the Registry will contact the applicant to confirm they wish to proceed with the formal change of name. If they request to withdraw their application, the Registry will refund the full application fee. No refund will apply after a change of name has been registered unless the Registry has made an error.
3.2. Change of name registration
If a person wishes to withdraw their application to register a change of name and the registration has not been completed, only the certificate fee will be refunded.
3.3. Service error
If a person has been negatively affected by an error or deficiency in Registry services, they may be entitled to a full or partial refund. For example, if the applicant applies for a priority product or service and met the requirements, and the priority service was not provided, the Registry may refund the priority service fee.
3.4. Transfer or cancellation of a wedding
The Registry will only refund the certificate and ceremony fee for a Registry wedding if the transfer or cancellation occurs within the following notice period:
- Classic Terrumi Room and Legal-Only weekday wedding: minimum of 30 days' notice
- Weekend Classic Terrumi Room and Legal-Only evening wedding: minimum of 45 days' notice
- Premium, Classic Taka Room, or Special Event wedding: minimum of 60 days' notice.
A fee will apply to transfer a Notice of Intended Marriage to an external celebrant from the Registry.
The lodgement fee is non-refundable for any ceremony that is cancelled, postponed, or does not take place.
3.5. Withdrawing a registered relationship application
If an applicant wishes to withdraw an application for a registered relationship within the 28-day cooling off period, the Registry will refund the certificate fee only.
3.6. Withdrawing an application to revoke a registered relationship
If a person wishes to withdraw an application to revoke a registered relationship within the 90-day cooling off period, the Registry will refund the certificate fee only.
3.7. Unable to meet requirements
The Registry may refund an application fee where a person has made an application in good faith but is unable to meet the requirements of the application. For example, the required documents are not available, or the person is not eligible for the registration or certificate.
3.8. Interstate or overseas event
If an application is made for a certificate and the registration occurred interstate or overseas, the Registry will refund the full application fee.
4. Circumstances where a refund may be declined
The Registry may decline a refund request where:
- costs have already been incurred in processing the application or printing of a certificate
- the applicant changes their mind or orders the wrong product or service
- if a person fails to attend a booked wedding ceremony
- a person provides incorrect information in the application.
If a request is declined, the customer will be provided with a reason for the decision.
5. Claiming a refund
If a person applied for a product or service online, the Registry will refund the fees directly to that credit card. Upon request, the Registry may process the refund via electronic funds transfer (EFT). The Registry cannot issue the refund to another credit card.
If a person applied for a product or service at a Service NSW service centre, the Registry will refund the applicant via electronic funds transfer.
To process an EFT refund, the applicant will be required to provide their bank account details including the BSB and account number.
If a person applied for a product or service by post using a cheque or money order, the Registry will refund the applicant via electronic funds transfer. The Registry will request the applicant’s bank account details (BSB and account number) to process the refund. If a person applied for a product or service by post using a credit card, the Registry will refund the fees directly to that credit card.