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Disclaimer and Refund Policy

Disclaimer of Warranty and Limitation of Liability

To the maximum extent permitted by law, VFS Global expressly disclaims all conditions and warranties, express or implied, in connection with your application and/or the Services other than any conditions or warranties expressly stated in these Terms. Where the law precludes such exclusion and implies certain terms, conditions and/or warranties into this agreement ("Implied Terms"), the liability of VFS Global for a breach of such Implied Term shall be limited, at the option of VFS Global, to any one or more of the following:

  • the re-supply of the relevant services; or
  • the cost of the re-supply of the relevant services;
  • Any amount paid by you to VFS Global in respect of the relevant services.

You agree that in no circumstances whatsoever will VFS Global be liable to you or anyone claiming though you for any indirect, incidental, special and/or consequential losses or damages of whatever nature, or for loss or profits, loss of opportunity, loss of business or goodwill or interruption of business arising out of or in connection with your application and/or any of the Services, however arising or where so ever situated, whether or not relating to any act, error, omission or negligence by VFS Global or any officer, agent, related entity, subsidiary, joint venture partner, employee, representative, contractor or sub-contractor of VFS Global.

You further agree that VFS Global will not be liable to you or anyone claiming through you for any loss or damage whatsoever to the extent that it is caused by you, results from your failure to take reasonable steps to avoid or minimize your loss, or is caused by VFS Global failing to comply with its obligations due to events outside its reasonable control (such as a failure of equipment that is not owned or operated by VFS Global , an industrial strike, a natural disaster or an act of God).

Indemnity

You agree to indemnify and hold VFS Global, its officers, agents, related entities, subsidiaries, joint venture partners, employees, representatives, contractors and sub-contractors harmless from any claim, loss, damage, proceeding or other action (including, without limitation, reasonable legal fees), made by any third party due to, or arising out of, a breach of these Terms by you, or a violation by you of any law of any country or of the rights of a third party.

Prices and Payments

unless expressly stated to the contrary:

  • all fees, charges or other amounts payable by you to VFS Global are quoted in Australian Dollars ("AUD") and are inclusive of any applicable goods and services tax ("GST");
  • any payments which are received in a currency other than AUD will not be accepted; and
  • All fees, charges or other amounts quoted on this website are subject to change without notice. You should confirm the fee, charge or other amount before submitting your application.

Notices

unless expressly stated otherwise, any notices in connection with your application and/or the Services must be given by registered post (or if posted to or from a place outside Australia, by registered airmail) and addressed as follows:

  • if the notice is to VFS Global : VFS Services Australia Pty Ltd, Suite 5, Level 5 189 Kent Street, Sydney 2000 Australia; and
  • If the notice is to you: the email address and/or physical address provided by you to VFS Global during the online registration process or at the time your application is lodged with VFS Global.

A letter or email is taken to be received:

  • in the case of a posted letter, on the third (seventh, if posted to or from a place outside Australia) day after posting; and
  • In the case of an email, 24 hours after the email was sent.

Severability

If any part of these Terms is held invalid, illegal or unenforceable, that part shall be severed and the remainder will continue to be valid and enforceable.

Waiver

The failure, delay, relaxation or indulgence on the part of VFS Global in exercising any power, right or remedy conferred upon VFS Global by these Terms shall not operate as a waiver of that power, right or remedy, nor shall the exercise or any single or partial exercise of any power, right or remedy preclude any other or further exercise of such power, right or remedy or the exercise of any other power, right or remedy in these terms.

Any waiver of a breach of these Terms must be in writing signed by VFS Global granting the waiver and shall be effective only to the extent specifically set out in that written waiver.

Governing Law and Submission to Jurisdiction

These Terms are governed by and construed and enforced in accordance with the laws in force from time to time in the State of Victoria, Australia and you irrevocably submit to the exclusive jurisdiction of the courts of the State of Victoria, Australia and their respective courts of appeal ("Courts of Victoria"). You waive any right which you may have had to object to an action being brought in the Courts of Victoria including, but not limited to, claiming that the action has been brought in an inconvenient forum or that the Courts of Victoria do not have jurisdiction.

Reservation of Rights

any rights not expressly granted to you herein are reserved by VFS Global.

Interpretation

In these Terms, unless the context otherwise requires:

  • words denoting the singular include the plural and vice versa;
  • words denoting a natural person include a company, corporation, corporate body, government agency or authority or crown instrumentality and vice versa;
  • headings are for convenience only and shall not affect interpretation of these Terms;
  • a reference to a party includes its successors and permitted assigns;
  • Any term is not to be construed against VFS Global because it prepared that term.

TERMS AND CONDITIONS

General

These application and service terms and conditions ("Terms") set out the terms on which VFS Global Services Australia Pty Ltd (trading as itself and/or 'VFS Global' and/or any other business name registered by VFS Services Australia Pty Ltd from time to time) ("VFS") (“VFS Global”) provides one or more of the Services to you.

By submitting an application, you will be taken to have read, understood and accepted all of these Terms (which impose, among other things, obligations on you to make payments to VFS Global and to indemnify VFS Global and which limit your rights and VFS Global ' liability in some cases). Accordingly, if you do not agree to any of these Terms, you must not submit your application for the Services.

Services

In these Terms, "Services" means any one or more of the following services provided by VFS Global:

  • issuing or otherwise making available (whether in hard copy, soft copy or online) the applications forms ("Application Forms") specified by the British High Commission, Canberra in respect of Visa application process for UK visa.
  • Providing or otherwise making available (whether in hard copy, soft copy or online), information specified by the British High Commission, Canberra in respect of applications for the above as applicable from time to time.
  • receiving completed Application Forms and supporting documents
  • Accepting the fees on behalf of the British High Commission, Canberra which are payable to the British High Commission, Canberra in respect of an application for the consular service applied for.
  • forwarding completed Application Forms, supporting documents and application fees to the British High Commission, Canberra or Decision Making Centre in Manila, Philippines (either directly or via a third party)
  • if an application is determined by the British High Commission, Canberra to be successful, sending the passport and other documents if any, together with the supporting documents provided with the completed Application Form, to the applicant (either directly or via a third party) on behalf of the British High Commission, Canberra or otherwise making those things available for collection by the applicant
  • Such other services as VFS Global may elect from time to time to provide.

Applications must be submitted in person and applicant will be required to enrol for Biometrics unless UK visas and immigration issues a waiver to an applicant under a special consideration or category.

Under the instructions from British High Commission, Canberra, the service provider reserves the right not to accept the application of an applicant who does not meet the minimum criteria as set by British High Commission, Canberra.

VFS Global will not be held accountable or responsible for applications sent to an incorrect location.

Refunds:

Any fee whether of British High Commission, Canberra or VFS Global Service Fees will not be refunded for an application regardless of the outcome of the application. Once an application is submitted to the British High Commission, Canberra or VFS Global, a no refunds policy applies.

Variation of Terms

Except where it is stated in these Terms that VFS Global can vary a particular term by notice, these Terms cannot be varied unless the variation is in writing, signed by VFS Global.

Rights of the British High Commission, Canberra

You acknowledge and agree that:

  • British High Commission, Canberra has the sole and absolute discretion to either accept or refuse your application and that VFS Global has no involvement whatsoever in the British High Commission, Canberra’s decision. VFS Global acts solely as an outsourced service provider to the British High Commission, Canberra in respect of your application and the Services;
  • in addition to your application and supporting documents in respect of your application (including, without limitation, your passport) ("Documents"), the British High Commission, Canberra may require you to provide such further documents, information or material ("Further Documents") to assess your application. VFS Global has no involvement whatsoever in any decision by the British High Commission, Canberra to require you to provide Further Documents;
  • The time taken by the British High Commission, Canberra to make the decisions referred to in paragraphs (a) and (b) above, or any other decisions in connection with your application, are entirely outside the control of VFS Global.

Information provided by VFS Global

All material and information provided or otherwise made available to you by VFS Global ("VFS Global Information") is provided as general information only. The VFS Global Information is not intended to be professional advice and must not be relied upon as such. Prior to entering into a transaction or taking any particular course of action in connection with your application or the Services, you should make your own inquiries and seek independent advice tailored to your specific circumstances and objectives.

Accuracy and Usefulness of VFS Global Information

The VFS Global Information is provided to you in good faith and is believed to be accurate and current as at the date of publication. However, VFS Global provides no warranty or guarantee that the VFS Global Information (or any part of it) is accurate or complete.

Courier Service and Third Parties

VFS Global engages third party courier businesses ("Couriers") in respect of applications and the collection and delivery of your Documents and/or Further Documents. You specifically acknowledge and agree that VFS Global cannot control the acts, omissions, quality of service provided or care taken by any of the Couriers or any other third parties or any of their respective officers, agents, employees, representatives, contractors or sub-contractors.

If any third party provides any services to you in connection with your application and/or the Services (including, for example, photographic services in connection with your application), such services will be supplied to you on the terms and conditions specified by the relevant third party service provider.

VFS Global expressly disclaims any and all liability to you or anyone claiming through you for any loss or damage suffered in connection with your application and/or any of the Services provided to you by a third party where such loss or damage arises from, or is related to, any act, omission or negligence of a Courier or any other third party or any of their respective officers, agents, employees, representatives, contractors or sub-contractors.

Loss/Damage/Theft of your Documents or Further Documents

To the maximum extent permitted by law, VFS Global shall not be liable to you or anyone claiming though you for any loss or damage suffered in connection with your Documents and/or Further Documents (including, without limitation, any loss or damage suffered in connection with the loss or theft of, or damage to, your Documents and/or Further Documents, any misplacing of, or delay in returning, your Documents and/or Further Documents or any failure to return your Documents and/or Further Documents).

Without prejudice to the aforesaid or any other term in these Terms, and without any admission of liability whatsoever, if your passport is lost or damaged while it was in VFS Global' possession, VFS Global will reimburse you the standard fee charged by the applicable Government department for a replacement passport upon VFS Global receiving from you a certified copy of a receipt which evidences payment by you of that standard fee to the applicable Government department.

Personal Information

VFS Global collects personal information about you (including health information where necessary) ("Personal Information") in order to provide the Services. If the Personal Information is not provided by you, VFS Global may not be able to provide the Services which are the subject of your application.

Before submitting an application to VFS Global, you should read our Data Protection Policy.

The Data Protection Policy describes how your personal information is collected, used and disclosed and your rights in relation to accessing and correcting that information. You agree to the collection, use and disclose of your personal information in accordance with Data Protection Policy

Insurance Products:

  • VFS Global is merely facilitating the promotion and/or purchase the Insurance Products.
  • This facility is optional and any Insurance Product availed by you is purely voluntary and based on your own independent decision.
  • This facility has no bearing or connection to your visa application process.
  • Note that the facility of promotion and/or purchase the Insurance Products is in nature of paid facility i.e. VFS Global will receive agreed Fees from Insurance Provider for every purchase of Insurance Products made through this facility.
  • This facility shall not in any manner be deemed to be an endorsement, recommendation of the Insurance Provider’s Insurance Products by VFS Global.
  • By availing/ purchasing the Insurance Product you are aware that you are transacting with Insurance Provider for your insurance requirement/s.
  • You agree and understand that you will be required to provide certain personal and other information to enable Insurance Provider to issue the Insurance Product/s to you.
  • You are solely responsible for ensuring correctness of such information and you are aware that any incorrect information provided by you could result in rejection of request for Insurance Product, cancellation of Insurance Product issued or rejection of the claim by Insurance Provider.
  • You are aware that such information is collected by VFS Global on behalf of Insurance Provider and have no objection to such information being passed on to Insurance Provider to enable them to process your request of the Insurance Product/s. VFS Global will not use such information for any other purpose.
  • The Premium collected by VFS Global is on behalf of Insurance Provider and does not merely thereby establish any insurer relationship between the insured and VFS Global.
  • VFS Global is in no manner concerned or responsible for any Insurance Product and related issues, which shall concern you and Insurance Provider.
  • For any cancellation, amendment, refund, claims, complaints, grievances, disputes or any other requests or requirements in respect of, concerning and/or arising from the Insurance Product availed, you will need to directly contact and deal with the Insurance Provider and VFS Global shall in no manner liable for or concerned with the same.
  • Insurance Provider Terms & Conditions will be applicable for the concerned Insurance Product availed by you and you may familiarize yourself with the same by accessing “Combined Financial Services Guide and Product Disclosure Statement” of the Insurance Provider.

By availing any of the Insurance Provider products through the facility made available by VFS Global, you shall be deemed to have read, understood, agreed and accepted the terms and conditions as mentioned here

Refund Policy

Notice to all Visa Applicants:

It is important that You read this Refund Policy carefully. Certain services provided to Applicants are provided directly by the UK Government Home Office and shall be entirely non-refundable once an Application has been made. You should familiarise yourself with the terms of this Refund Policy prior to purchasing any services.

A.

Interpretation:

Unless otherwise defined, defined terms in this Refund Policy shall have the meaning given to them in the Website Terms and Conditions and/or the Services Terms and Conditions.

1.

Application: means a form to be completed by an applicant requesting the provision of Services and/or application for a visa from the Authority which is part of the UK Government submitted along with a passport and supporting documents.

2.

Authority: means the Her Majesty’s Principal Secretary of State for the Home Department

3.

Chargeback: means where an Applicant using the online payment portal makes a complaint to his/her card issuer bank that a transaction is disputed and/or fraudulent.

4.

Service Fees: means the fees payable by You for the Services purchased in accordance with the Services Terms and Conditions.

5.

Issuing Bank: means the bank who has issued card to You as card holder.

6.

Non-Refundable Services: means any Services which are not specified as Refundable Services.

7.

Refundable Services: means those Services eligible for refund pursuant to Clause 1, Section B.

8.

Refund Eligibility Criteria: means the criteria set out at Section D.

9.

Refund Request Form: means a form with requested information to initiate a refund which can be located and downloaded at: click here

10.

Services: means any of the following: the Super Priority Services; Priority Service; Premium Lounge; Prime Time; Courier; and Passport pass back (each as more fully described online at: click here

11.

Services Terms and Conditions: means the terms and conditions for the use of the payment portal and provision of the Services which are available to view here (“Website Terms”);

12.

Transaction Charges: means any fees levied by a bank or financial institution upon processing a valid refund request to Applicants which may vary from case to case.

13.

“Us”: means VFS Global Services plc. whose principal place of business is at [to be inserted] or any party acting on Our implicit instructions (with "Our" being construed accordingly).

14.

"You" includes the person requesting the Services or any party acting on such person's instructions (and "Your" shall be construed accordingly).

15.

Website: means our website, the address of which is www.vfsglobal.co.uk/Global

16.

Website Terms and Conditions: means the terms and conditions of use of the Website available to view here (“Website Terms”)

B.

General Refund Conditions:

Please read the Refund Policy carefully as it will give You information and guidelines regarding the Refund Process, as applicable for the Services provided by Us to You.

1.

The following Services are eligible for refund:

1.

Premium Lounge

2.

Courier; and

3.

Passport pass back,(the “Refundable Services”)

2.

This list of Refundable Services and the remaining terms of this Refund Policy are subject to change by Us and in the event of any amendments, We shall make a suitable announcement on the Website. The changes will apply after We have given notice. If You do not wish to accept the revised policy, You should not continue to use the Services. If You continue to use the Services after the date on which the change comes into effect, your use of the Services indicates your agreement to be bound by the new Refund Policy

3.

An Applicant who has paid for a Refundable Service may request an online refund in accordance with the eligibility criteria as further set out in the Refund Eligibility Criteria.

4.

Refunds of Service Fees will only be considered where the Applicant satisfies the Refund Eligibility Criteria in full. Where the Applicant fails to meet any of the Refund Eligibility Criteria, We shall have the right in our sole discretion to decline the request for a refund.

5.

To apply for a refund, You must fully complete and submit a Refund Request Form at the following address: click here

6.

We shall process your Refund Request Form following receipt as soon as is reasonably practicable. Response times will vary depending on the mode of payment and stated reasons for request a refund of the Service Fees. In any event, We shall notify You of the outcome of the request in accordance with the timescales set out in Section D below.

7.

The refund will only be approved or rejected post verification by Us.

8.

Any Transaction Charges which arise upon processing a refund of Service Fees shall be borne solely by the Applicant. Transaction Charges will be deducted from the final amount to be refunded.

9.

By filling the Refund Request Form, the payment of refund of Service Fees is not guaranteed.

C.

Refund Eligibility Criteria:

1.

All requests for refund or cancellation of a Service(s) will only be accepted where notice is received by Us no later than 48 hours prior to the appointment time and such notice shall be provided to Us by completing the Refund Request Form and sending this to [insert e-mail/address].

2.

Your Application is finalised once You have submitted Your completed Application and paid the specified Service Fees for the relevant Services. Due to the administrative costs incurred to process Applications, should You wish to withdraw or cancel Your Application after it has been finalised, You may only get a refund of the Refundable Services provided that (a) You have not given your biometric data, and (b) We have not commenced processing your Application.

3.

In case of cancellation or withdrawal of Application or service, refund will be processed in the same method as payment was made for these services. E.g. if payment was made via use of credit or debit card, refund will also be done via a credit/debit card.

4.

Unless agreed with Us, where Your Application requires You to submit biometric data, if You have paid the Service Fees in respect of Your Application but have not undertaken and completed an appointment to supply Your biometric data within 3 months and seven days of submitting Your valid Application, Your Application will be deemed to have been processed and You will not be eligible for a refund of the Service Fees.

5.

Under no circumstances will We be under any obligation to consider a refund of Service Fees for Non-Refundable Services. If You wish to seek a refund for Non-Refundable Services, You must contact the Authority directly. Contact details can be provided upon request. In no event will a refund be given due to a visa application refusal.

D.

Refund processing timeline:

1.

Applicant shall post the Refund Request Form as instructed therein;

2.

Within fifteen (15) working days of receipt of the Refund Request From, We shall contact You to request any further information (if required) and You shall provide such information as soon as reasonably practicable and in any event no later than fourteen (14) days following such request;

3.

Within fifteen (15) days following the receipt of any additional information requested by Us (or where no further information is requested, thirty (30) days from receipt of Your Refund Request Form), We shall notify You by e-mail of the decision on whether a refund shall be made.

4.

Refunds of Service Fees will be processed within twenty one (21) days from the date of notifying You of the decision.

5.

Your Application will be invalidated and You will have no recourse to a refund of the Service Fees if:

a.

You fail to make payment of the applicable Service Fee to Us once it has become due;

b.

when requested by Us to do so, You fail to provide Us with information to enable Us to determine either the accuracy and validity of any information supplied by You, or Your identity, in relation to your Application;

c.

We suspect You have, or are, engaged in, or have in any way been involved in, fraudulent or illegal activity on the Website.

E.

Chargebacks:

1.

Should You wish to withdraw or cancel your Application, You should confirm whether You are eligible for a refund of the Service Fees. Any refunds should be claimed in accordance with the procedure set out in this Refund Policy.

2.

We expect You to contact Us using our online feedback form to resolve any problem or issue related to your Application and payment, before You make any Chargeback request. This Section does not affect any rights which You may have against the issuer of a debit or credit card.

3.

We will investigate any Chargeback requests made by You and in response will inform Your Issuing Bank whether any services has been cancelled.

4.

This Refund Policy will be amended from time to time if there is any change in the legislation or upon the mandate of the Authority.

Supply of Services Terms

These terms (which are referred to as the “Services Terms & Conditions” in the General Terms & Conditions) relate to the paid-for services supplied to you through the Company Site and should be read in conjunction with the General Terms & Conditions which shall also apply

For the purposes of these terms, the “Services” may include but shall not be limited to one or more of the following services which are offered on the Website

  • Super Priority Services;
  • Priority Service;
  • Premium Lounge;
  • Prime Time;
  • Courier; and
  • Passport pass back,

Each of which are described in further detail at:

www.vfsglobal.co.uk/Global

The Company shall be entitled to offer additional services to which these terms shall apply at any time

Prices and Payment

  • Depending on the Services you wish to purchase, your order of Services is an offer to purchase Services from either (a) the Company or (b) the UK government for whom we collect payment on the Website only. The Services will be made available to you once your payment has been authorised. There will be no contract of any kind between you and us unless and until you make authorised payment for the Service. At any point up until then, we may decline to supply the Services to you without giving any reason

  • The fees for the Services (the “Service Fees”) are calculated and payable in advance as set out at User pay services. The Company shall be under no obligation to provide the requested Service until the applicable Service Fee has been paid.

  • Where applicable, prices shall state where any additional taxes are applicable and payable by you.

  • Your credit/debit card details will be encrypted to minimise the possibility of unauthorised access or disclosure. Authority for payment must be given at the time of placing your order.

Using the Services

  • The Company shall provide an online application and payment portal to support the delivery of the UK government’s visa application services to visa applicants as more fully described on the Company Site here which shall facilitate the provision of the Services to you.

  • The Company warrants that it has the right to provide the Services and will use all reasonable skill and care in making the Services available to you and in ensuring their availability. Because of the number of sources from which the Company obtains the content for the Services and because of the nature of the Internet, errors and omissions do occur and the Company does not give any other warranties in respect of the Services.

  • The Company is continually seeking to improve the Services. The Company reserves the right, at its discretion, to make changes to any part of the Services provided that it does not materially reduce their content or functionality.

No Commercial Use

The Services are intended for and shall only be available for non-commercial and domestic use by individual visa applicants. The Company reserves the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns. You may not re-sell the Services without the prior written consent of the Company

Cancellation and Termination

  • Once you have paid for the Services, we shall make the Services available to you. You are not able to cancel any purchase of Services after the Services are made available other than in accordance with these terms.

  • Your access to the Services may be terminated by written notice if you are in material breach of these terms and the breach is not remedied within the period of 3 days after written notice of the breach has been given to you. If we reasonably believe your breach of these terms affects our lawful operation of the Services or third party customers we may suspend your access to the Services at any time.

Fees and Refunds Policy

  • You shall only be able to cancel or apply for a refund of any Service Fees in accordance with the refund policy set out in Annex A to these terms (the “Refund Policy”)

  • The disclaimer policy set out here (the “Disclaimer”) is hereby incorporated and shall apply to the provision of any Services but in the event of any conflict between the terms of the Disclaimer and these terms, these terms shall prevail.

  • Use of the Services (in particular, the Super Priority and Priority Services) does not imply or guarantee in any way that your visa application will be successful. Notwithstanding the use of any of the Services, all visa applicants must qualify against the requirements of the UK immigration rules.

  • UK Visa and Immigration strongly recommends that visa applicants with any form of adverse immigration history do not use the Super Priority Services or the Priority Services. This includes anyone who has been previously refused a visa for the UK, been refused leave to enter the UK, been previously deported, removed, or otherwise required to leave the UK, has overstayed a period of leave in the UK, or has been refused leave to remain in the UK by the Home Office.

  • You will receive a confirmation of your payment by email, as well as an on screen confirmation, after You make payment of the Fee

  • The Refund Policy appended hereto as an Annex shall apply to [Fees] payable by visa applicants pursuant to this Agreement.

Limitation on liability

  • The liability for the Company to you under these terms for any losses relating to or arising in connection with Services provided to you under these terms and whether based on an action or claim in contract, negligence, tort, misrepresentation (other than fraudulent misrepresentation) breach of statutory duty or otherwise shall be limited to an amount equal to the Service Fees paid by you in connection with the Services to which such claim relates.

    Beware of fraudulent job offers

    We know that criminals have posed as VFS Global representatives in order to steal personal information or money from people. If you receive a job offer by email or phone which requires payment, or promises a work visa in exchange for money, this is a scam. VFS Global is not a recruitment agency and does not offer recruitment services.

    VFS Global is a visa processing company and we work only with government and diplomatic missions. 

    If you receive an offer asking for money that claims to be from VFS Global, do not respond or send money.

    How  criminals may contact you

    You should be suspicious if:

    • the email you receive is from a free email service such as Hotmail, Gmail, Outlook or Yahoo, or from a fake email address. We will only contact you using an official VFS Global email address
    • you are asked to disclose private or confidential information
    • you are asked to be interviewed over the phone or via an instant messenger
    • you are asked to pay fees or money as soon as possible
    • you are requested to complete fake recruitment documents, such as an application or employment visa forms (the VFS Global name and logo could be forged or fabricated and featured on the documentation without authority)

    These actions are intended to defraud or obtain personal information from their victims.

    What to do if you suspect you have been targeted

    If you receive a request, either in writing or verbally, for an interview or a job offer that you believe could be fraudulent or suspicious, do not respond. You can also check the request with us by emailing  communications@vfsglobal.com

    Victim of fraud

    If you believe you are a victim of fraud you can report the incident to your local police office or email  acco@vfsglobal.com

    VFS Global takes such matters seriously and reserves its right to contact law enforcement agencies to investigate and prosecute illegal or criminal activities.

    Under no circumstances will VFS Global be liable or responsible for any loss, damages, expenses or inconvenience resulting from unauthorised activities.