Consumer rights
You have rights under the Australian Consumer Law, including consumer guarantees, that cannot be excluded. This policy describes our process and does not replace those rights.
Before provisioning
If an order is still awaiting payment, no charge has been collected by this platform and there is nothing to refund. If an offline payment was recorded and the service has not become active, contact us and we will review a refund of that recorded payment.
After a service is active
Cancellation from the portal requests deprovisioning and stops renewal at the end of the current billing period unless we agree otherwise. A workload is cancelled only when deprovisioning succeeds. Change-of-mind refunds for a period that has already been supplied are not automatic.
Service failure
If we fail to supply a service with due care, or the service has a failure that the Australian Consumer Law treats as a major failure, you may be entitled to a refund or another remedy. Contact us and we will assess the request.
How to ask
Use the customer portal support ticket or the public contact form. Include the invoice number and the service name.