1. Purpose of this policy

This Refund Policy explains how ProSoft Solutions AU handles cancellations, revisions, and refunds for digital services. It is intended to be fair, transparent, and consistent with any rights that cannot be excluded under the Australian Consumer Law. Refunds include GST component where applicable.

2. Consumer law rights

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you
may have under the Australian Consumer Law. If a service has a major problem or does not meet a
non-excludable legal guarantee, you may be entitled to a remedy provided by law.

3. Change-of-mind cancellations

Because our services are digital, customised, and labour-based, change-of-mind refunds are
generally not available after work has commenced, after project setup has been completed, or after
a deliverable has been sent.
If you request cancellation before work has started and before we have incurred material setup or
third-party costs, we may approve a full or partial refund at our discretion.

4. If work has started

If a project has started and you choose to cancel for convenience, any refund will usually be limited
to the unused portion of the service, less the value of work already completed, time already
allocated, non-recoverable third-party costs, and any payment processing fees that are not
returned to us.
Where the service is delivered in milestones, we may assess the refund position by reference to the
completed milestone, work in progress, and materials already prepared.

5. Revisions before refund

If you are dissatisfied with a deliverable, please contact us before requesting a chargeback. In many
cases we can resolve issues through clarification, reasonable revisions within scope, bug fixes, or
completion of any missing agreed item.

6. Non-refundable items except where required by law

• completed consultation sessions, strategy sessions, or discovery work already provided
• custom work already completed or substantially completed
• domain names, hosting, software licences, plugins, themes, stock assets, advertising spend,
  payment gateway fees, or other third-party costs already incurred on your behalf
• monthly or recurring service periods already commenced, except for any amount required to be refunded by law

7. Timeframe for refund requests

To help us investigate fairly, refund requests should usually be made in writing within 7 days after
the relevant payment or within 7 days after delivery of the disputed service outcome, depending on
the issue. Delay may affect our ability to investigate supporting records, but it does not remove any rights you may have under law.

8. How to request a refund

Please email info@prosoftsolutions.tech with your name, order or invoice number, the service
purchased, the date of payment, and a detailed explanation of the issue.
We may request supporting material, including screenshots, written feedback, or access needed to
investigate.

9. How refunds are paid

Approved refunds will usually be returned to the original payment method used for the original
transaction. We do not generally pay refunds to a different card, account, or person unless
required by law or agreed by the payment provider. Where a partial refund is approved, the amount will not exceed the amount originally paid for the affected service. Refunds include GST component where applicable.

10. Chargebacks and bank disputes

If you raise a chargeback or bank dispute without contacting us first, we may provide the bank or
payment provider with our records, communications, scope documents, approvals, delivery evidence, and this policy to support our response.
We encourage customers to contact us first so we can attempt a fair resolution before a formal
payment dispute is lodged. 

11. Contact details

Email: info@prosoftsolutions.tech
Phone: +61 0424 262 620
Address: 104/78 Quigg Street South, Lakemba NSW 2195, Australia