Cancellation & Refund Policy

Document ID: LEG-009 | Version: 1.0 | Status: Active

Purpose

This policy explains how Troubleshoot IT manages cancellations, refunds, rescheduling and changes to services.

The objective is to provide a fair and transparent process that protects both customers and the business while complying with Australian Consumer Law.

Nothing in this policy limits any rights that customers may have under Australian Consumer Law.

Scope

This policy applies to:

• IT support
• Managed Services
• Microsoft 365 services
• Apple Business Manager services
• Cybersecurity services
• Technology training
• Consulting
• Social media management
• Project work
• Software subscriptions
• Hardware supplied by Troubleshoot IT

Guiding Principles

Troubleshoot IT aims to:

• be fair
• be flexible where practical
• communicate clearly
• minimise disruption
• resolve issues collaboratively

Every cancellation request is assessed reasonably and in good faith.

One-Off Services

Customers may cancel a booked service before work has commenced.

Where reasonable notice is provided, no cancellation fee will normally apply.

If work has already commenced, customers remain responsible for payment for work completed up to the cancellation date.

Scheduled Appointments

If an appointment needs to be rescheduled, customers should notify Troubleshoot IT as soon as reasonably practicable.

Where possible, appointments will be rescheduled at a mutually convenient time.

Repeated late cancellations may affect future bookings.

Managed Services

Managed Services are ongoing subscription services.

Either party may terminate the agreement by providing the notice period specified in the Service Agreement.

Unless otherwise agreed:

• services continue until the end of the current billing period;
• fees already invoiced remain payable;
• prepaid services are generally not refundable once the service period has commenced.

Projects

Project work may be cancelled before commencement.

If a project is cancelled after work has commenced:

• completed work remains payable;
• third-party costs remain payable;
• customer-owned deliverables completed to date will be provided where appropriate.

Hardware Orders

Hardware purchased specifically for a customer may not be refundable once ordered.

Returns are subject to:

• supplier policies;
• manufacturer policies;
• Australian Consumer Law.

Special-order items may incur restocking fees where permitted.

Software and Cloud Services

Software licences and cloud subscriptions are generally non-refundable once activated.

Future billing can normally be cancelled before the next billing cycle.

Third-party licensing terms may also apply.

Social Media Management

Either party may terminate a Social Media Management Agreement in accordance with the Service Agreement.

Content already produced remains payable.

Scheduled content may continue until the agreed end date unless otherwise requested.

Training Services

Training sessions may be rescheduled where reasonable notice is provided.

If training materials have already been prepared or customised, preparation time may remain payable.

Refunds

Refunds may be provided where:

• services cannot reasonably be delivered;
• Troubleshoot IT agrees a refund is appropriate;
• required by Australian Consumer Law.

Refunds will generally be processed using the original payment method.

Non-Refundable Items

Unless required by law, refunds will generally not be provided for:

• completed professional services;
• software licences already activated;
• third-party subscription fees already incurred;
• completed training;
• customer-approved project milestones.

Australian Consumer Law

Customers are entitled to remedies available under Australian Consumer Law where applicable.

Nothing in this policy excludes or limits those rights.

Exceptional Circumstances

Troubleshoot IT recognises that unexpected situations occur.

Where appropriate, cancellation fees or refund decisions may be adjusted in exceptional circumstances.

Each situation will be considered individually.

Relationship to Other Documents

This policy should be read together with:

• LEG-001 Terms and Conditions
• LEG-003 Service Agreement
• LEG-004 Statement of Work
• LEG-005 Managed Services Standard

Golden Rule

Our goal is not simply to enforce cancellation rules.

Our goal is to treat customers fairly while ensuring the time, effort and resources invested in delivering services are respected.