Refunds and cancellations
How to cancel an audit or recurring review, when you receive a refund, and your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Services must be provided with due care and skill, be fit for any purpose we agreed, and be delivered within a reasonable time.
- Major failure. You can cancel the service and receive a refund for the unused portion, or compensation for the reduced value of the service.
- Minor failure. We will fix it within a reasonable time. If we do not, you can have it fixed elsewhere and recover reasonable costs, or cancel and receive a refund.
Nothing in this policy limits these rights.
Cancelling an audit before it starts
If you cancel before the agreed start date, we refund any fees you prepaid for that audit in full.
Cancelling an audit after it starts
If you cancel after work has started, we charge for the work completed up to the cancellation date. We refund any prepaid amount above that and send you an itemised statement. Work includes scoping, configuration, test runs, evidence review, and report preparation.
Recurring reviews
You can cancel a recurring review at any time by email. The cancellation takes effect at the end of the current review period, and you will not be charged for later periods. If the review for the current period has not started, we refund that period’s fee.
Duplicate or incorrect payments
We refund confirmed duplicate or incorrect payments in full to the original payment method.
How to request a refund
Email hello@agentverify.io with your company name, the invoice number, and the reason for your request. We aim to reply within five business days. Approved refunds go to the original payment method, and your bank or card provider may take a few extra days to process them.