Refund & Cancellation Policy

This policy explains when refunds are available and how cancellation works. It applies together with our Terms & Conditions. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

1. The nature of what you buy

Each Implementation is a customer-specific digital service. Your Documents are prepared for your business using the information you provide, and delivered to you electronically. Because the work is tailored to you, the refund position reflects when we start that work.

2. The one-time Implementation

(a) Before we start work — if you cancel before you submit your completed Questionnaire, we will refund the Implementation fee in full.

(b) After we start work — once you have submitted your completed Questionnaire, we begin preparing your customer-specific Documents. Because this work is tailored to you, we do not offer change-of-mind refunds from that point.

(c) This does not affect your ACL rights — if there is a major failure with our service, or our service is not provided with due care and skill or is not reasonably fit for a purpose you told us about, you may be entitled to a remedy under the ACL, including a refund in appropriate cases.

“When we start work” means the point you submit your completed Questionnaire.

3. Comply & Go Care

(a) You can cancel Care at any time. Cancellation takes effect at the end of the current billing period, and you are not charged again after that.

(b) Because Care is billed monthly in advance, we do not provide part-month refunds for the current period when you cancel, except where the ACL requires otherwise.

(c) Cancelling Care does not affect your Implementation Documents — Documents already delivered and paid for remain available to you.

(d) If you later want to reactivate Care: within six months of cancellation you may reactivate without a reactivation fee; after six months, a new Implementation (or an equivalent baseline review) at the then-current Implementation fee is required before Care recommences (see clause 11 of the Terms).

(e) If Care is not provided with due care and skill, your ACL rights are preserved.

4. How to request a refund or cancel

To request a refund, contact us at hello@complyandgo.com.au with your purchase details. To cancel Care, email the same address. We aim to acknowledge refund requests within 2 business days and to process approved refunds to your original payment method within a reasonable time.

5. Your consumer guarantees

Our services come with guarantees under the ACL that cannot be excluded. This policy operates alongside those rights and does not limit them. If anything in this policy is inconsistent with the ACL, the ACL prevails.