REFUNDS, CANCELLATIONS AND DISPUTES
This page collects the refund, cancellation and dispute rules from our terms in one place so you can find them. It is a summary. Where it differs from the Schedule it points to, the Schedule applies. Nothing on this page reduces your rights under the Australian Consumer Law.
1. THE SHORT VERSION
- Checkout purchases are final at the point of payment. Buying through our website checkout does not ordinarily create a cooling-off period; any statutory cooling-off right that applies because of how the agreement was negotiated is unaffected. Each product then has its own cancellation and refund rule below.
- Work we have done is earned. Work we have not started is refunded. That principle runs through every build, implementation and training engagement.
- If we cancel, you get a full refund or a new date. Your choice.
- If something is not what we said it was, tell us. We fix it or refund it.
- Talk to us before your card issuer. We resolve things directly and quickly. A chargeback raised with no contact, later found to be without basis, is charged back to you with the fee.
2. BY PRODUCT
| Product | Cancel by you | Cancel by us | Rule |
|---|---|---|---|
| Diagnostic Call | Reschedule free with 48 hours notice, as stated at booking. Inside 48 hours, or a no-show, the call is charged. Fee credited in full against a Workshop booked within 30 days of the call. | New time or full refund. | Master Client Terms 23.1(a); Schedule C Part 1 |
| Workshop, Sales Review, on-premises or virtual training | More than 10 Business Days before: full credit against a session within 6 months, or a refund less costs already incurred. 5 to 10 Business Days: 50% retained. Fewer than 5 Business Days: charged as delivered. Reschedule needs 5 Business Days notice. | New date at no cost, or full refund. Non-refundable travel costs covered by us if we cancel inside 5 Business Days of an in-person session. | Schedule C 5.1 to 5.5 |
| Workshop satisfaction promise | Attend the full Workshop, and if your team did not leave with at least one action it could implement immediately, tell us in writing within 5 Business Days and we refund the session fee. Travel and third-party expenses excluded. No need to prove a loss. | Not applicable. | Schedule C 5A |
| Public Room ticket | More than 30 days before: full refund. 7 to 30 days: 50% refund or full credit to a later event. Inside 7 days: no refund, but you can transfer the ticket to anyone up to 2 Business Days before, free, by one email. No-show: no refund. | Seat at the rescheduled event or full refund. We do not cover travel. | Schedule C 13 |
| Recorded Course | If the course is not what we said it was, tell us within 14 days of purchase and we refund it in full. No reason needed, no need to have finished it. After 14 days, at our discretion. | If we retire the course we give 90 days notice and a downloadable copy. | Schedule C 16, 17 |
| The Rebuild, The Sales Engine, The Specification, any build | Deliverables recorded as completed in the Register are earned and not refundable. Work in progress is charged for the proportion done. Fees paid for deliverables not started are refunded within 14 days. | Every deliverable not completed is refunded in full within 14 days, and you receive the specification and documentation for what was built. | Schedule B 9, 10 |
| Implementation of The Deliberate Sale | Phases recorded as complete are earned. Balance refunded within 14 days. | Every phase not completed refunded in full within 14 days. | Schedule G 7 |
| Subscription | 30 days written notice, ending at the end of the billing cycle the 30th day falls in. Notice-period fees are not refunded. Anything paid in advance for after the end date is refunded. Unused wallet credit is refunded. Early release available at 50% of the remaining notice period. | If our platform ceases and no equivalent is available within 60 days, either party may end on 30 days notice; fees paid in advance are refunded. | Schedule A 8, 11.3, 13; Master 13.3 |
| New-Hire Installation | 30 days written notice. Billing continues through the notice period and then stops. Anything paid for after that is refunded. | Same. | Schedule C 20 |
| Method Licence and Enablement | Notice period as stated in your agreement, after any minimum term. Early release at 50% of the remaining minimum term where agreed. | Where we miss a service level three periods running you may end on 30 days notice. | Schedule H 3.5, 10; your Licence Agreement clause 8 |
| Guarantee claims | Claim in writing within 60 days of the end of the measurement period. We respond within 20 Business Days. An accepted refund is paid within 30 days. | Schedule F 8, 11 | |
| Free course and community | Free. Leave any time. No refund concept. | We may close one on 30 days notice where we reasonably can. | Website Terms 4.1 |
All refunds go back to the payment method used. GST is refunded with the amount it was charged on.
3. WHEN SOMETHING IS WRONG WITH WHAT WE DELIVERED
3.1 Builds and implementations have a 30-day defect period from Go-Live or Implementation Sign-Off. Anything that does not work as specified is fixed at no charge. If we cannot tell whether something is a defect or a change, we treat it as a defect. Schedule B 8; Schedule G 6.
3.2 Training and the method. We commit to delivering the method as documented. If we did not, tell us in writing and we redeliver the affected part at no charge, or refund the fee for it. Schedule F 12.
3.3 Consumer guarantees. Where the Australian Consumer Law applies, services come with guarantees that cannot be excluded, including that they will be provided with due care and skill and be fit for any purpose you made known to us. Where it is permitted, our liability for a failure is limited to supplying the service again or paying the cost of having it supplied again. Master Client Terms 16.
4. INVOICE QUERIES
4.1 If an invoice looks wrong, tell us in writing within 14 days of the invoice date. We investigate and respond within 10 Business Days.
4.2 You can still raise a query after 14 days. Our internal query process is available for 90 days after a charge. Nothing here limits your rights under the Australian Consumer Law or your card issuer's rules.
4.3 Raise it with us before contacting your card issuer. Where a chargeback is raised with no prior contact and is later found to be without basis, you are liable for the disputed amount, the chargeback fee and reasonable recovery costs.
4.4 Nothing in this section affects your rights under the Australian Consumer Law or your card scheme's rules. Master Client Terms 6.
5. HOW A DISPUTE IS RESOLVED
5.1 Tell us. Email [email protected] with what happened and what you want done. Most things end here.
5.2 Negotiation. If it is not resolved, either party may give written notice of a dispute. We then negotiate in good faith for 15 Business Days.
5.3 Mediation. If still unresolved, mediation before any court proceedings.
5.4 Courts. Queensland, Australia. Nothing here stops either party seeking urgent injunctive relief, including for misuse of The Deliberate Sale materials. Master Client Terms 22.7.
5.5 Complaints about privacy follow the Privacy Policy, section 17: acknowledged within 5 business days, answered within 30 days, with the OAIC as the next step.
6. HOW TO CANCEL OR ASK FOR A REFUND
One email to [email protected] saying what you are cancelling or what you want refunded. For a Public Room ticket you can also cancel or transfer online. We confirm in writing on the next Business Day. We do not make you call, chat with a bot, or find a hidden link.
Rev-Raise Group Pty Ltd, ABN 45 691 400 594, Brisbane, QLD, Australia.
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