Refund & Cancellation Policy
1. Overview
This policy explains how cancellations and refunds work for services provided by VANTIQGROUP PTY LTD (ABN 69 698 900 962). It forms part of our Terms & Conditions. Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL), including consumer guarantees that services will be provided with due care and skill.
2. Consultations
- Initial discovery consultations are free of charge and carry no obligation.
- Paid consulting sessions may be rescheduled or cancelled free of charge with at least 24 hours’ notice.
- Cancellations with less than 24 hours’ notice, or non-attendance, may be charged at up to 50% of the session fee.
3. Project engagements (fixed-scope work)
- Before work commences: If you cancel after accepting a proposal but before we have commenced work or incurred third-party costs, your deposit will be refunded in full.
- After work commences: You may cancel at any time with written notice. You will be charged for (a) work performed up to the effective cancellation date, calculated pro-rata against the agreed scope or at our standard hourly rate, and (b) any third-party costs already committed on your behalf (such as software licences or hosting). Any prepaid amount above that will be refunded.
- Delivered work: All work completed and paid for up to the cancellation date will be delivered to you.
4. Ongoing services (retainers, support and maintenance plans)
- Monthly retainers, support plans and chatbot maintenance plans may be cancelled with 30 days’ written notice, unless the proposal specifies a different notice period.
- Cancellation takes effect at the end of the notice period. Fees already paid for the current period are not refundable once the period’s services have commenced, except as required by the ACL.
- Amounts prepaid for periods after the effective cancellation date will be refunded in full.
5. Defective or non-conforming work
- If a deliverable contains a material defect or does not meet the agreed specification, notify us in writing within 30 days of delivery.
- We will first re-perform or repair the relevant work at no additional cost.
- If we cannot remedy the issue within a reasonable time, you are entitled to a refund of the fees paid for the affected work. For major failures under the ACL, you may cancel the engagement and receive a refund for the unused portion, or compensation for its reduced value.
6. Third-party costs
Fees paid to third parties on your behalf such as software subscriptions, domain names, hosting or licences are subject to the refund terms of the relevant third party. We will pass on any refund we are able to obtain but cannot guarantee refunds of third-party charges.
7. How refunds are processed
- Approved refunds are processed within 10 business days of the refund being agreed.
- Refunds are issued to the original payment method used (for example, back to the paying card or bank account), in Australian dollars.
- We will confirm every refund in writing, including the amount and the expected processing time.
8. How to request a cancellation or refund
Email info@vantiqgroup.com.au with your name, business name, the engagement or invoice reference, and the reason for the request. We will acknowledge your request within 2 business days and respond with an outcome, or a request for further information, within 10 business days.
9. Disputes
If you are dissatisfied with the outcome of a refund request, please let us know and we will escalate the matter for review. You may also contact Consumer Affairs Victoria or the Office of Fair Trading in your state or territory, and nothing in this policy limits your right to pursue remedies available under the ACL.
10. Contact
VANTIQGROUP PTY LTD (ABN 69 698 900 962)
Sandstone Island Cir, Bittern VIC 3918, Australia
Email: info@vantiqgroup.com.au
Phone: +61 468 068 509