REFUNDS, CANCELLATIONS AND DISPUTES

Rev-Raise Group Pty Ltd trading as Rev-Raise | ABN 45 691 400 594 | Version 3.1 | 13 September 2026

1. HOW TO READ THIS PAGE

1.1 This page is a summary only. It collects the refund, cancellation and dispute rules from our Master Client Terms and Schedules in one place, and shows the clause each rule comes from.

1.2 This page does not create, change or remove any right or obligation. The Master Client Terms and the Schedule that applies to your purchase govern. If anything on this page differs from them, they apply (Master Client Terms, Preamble, "Which document wins").

1.3 Nothing on this page, or in the terms it summarises, excludes, restricts or modifies your rights under the Australian Consumer Law (Master Client Terms clauses 5.7 and 16.1). Wherever this page says an amount is not refunded or is retained, that is subject to those rights.

1.4 In this page, "Master" means the Master Client Terms at rev-raise.com/terms, and a Schedule means the Schedule of that letter, linked from rev-raise.com/legal. Words such as Business Day, Engagement, Engagement Register, Notice and Service Agreement have the meaning given in the Master.

2. BEFORE YOU BUY

2.1 What is refundable. Fees for work already delivered are not refundable, except as set out in the Master and the Schedules, and except where a refund is required by law. The refund position for each product is in the Schedule that governs it (Master 5.6). Your rights under the Australian Consumer Law are not affected (Master 5.7).

2.2 Buying at checkout. A checkout purchase is paid at checkout (Master 5.2). Whether a statutory cooling-off right applies depends on how the agreement was made. Your statutory rights are unaffected (Master 2.7 to 2.10).

2.3 Purchase credits. Purchase credits hold no cash value, are not transferable, are not refundable and expire on the date stated (Master 23.2). Every credit is in addition to your rights under the Australian Consumer Law and is not your only remedy (Master 23.4).

2.4 Where we cause the ending. No early-release amount, notice-period fee or Early-Exit Implementation Adjustment is payable where we cause an Engagement or Service Line to end (Master 5.8).

3. CANCELLING EACH PRODUCT

3.1 Each part below summarises the rule in the clause it cites. Read the cited clause for the full rule.

(a) Diagnostic Call

If you cancel or change. One free reschedule with at least 48 hours notice. Otherwise there is no automatic reschedule or refund, subject to the Australian Consumer Law. Further reschedules are at our discretion. This rule is shown on the booking page and forms part of your purchase. The fee is credited in full against a Workshop booked within 30 days of the call.

If we cancel or cannot deliver. No separate rule. Your rights under the Australian Consumer Law apply.

Where the rule is: Booking page, under Master 4.3; Master 23.1(a)

(b) Workshops and The Sales Review

If you cancel or change. Reschedule with at least 5 Business Days notice before the first session day. A later reschedule is treated as a cancellation on the date of your request, unless we can move it without cost to us. If you cancel more than 10 Business Days before the first session day, the fee is credited in full against a rescheduled session within 6 months, or refunded less reasonable costs we have already incurred, as you choose. From 5 to 10 Business Days before, 50% of the fee is retained and the rest is refunded. Fewer than 5 Business Days before, the whole fee is retained as the late-cancellation amount. If we sell the same date to another client, we refund the retained amount, less reasonable costs already incurred. Where the session cannot go ahead for a reason on your side, such as your premises being unavailable or a failure of your connection for a video session, it is treated as a cancellation on the day you tell us, or on the first session day if you do not tell us, and the same notice bands apply, unless we agree otherwise. For sessions outside South East Queensland, non-refundable travel costs already booked are payable in addition. Workshop satisfaction promise: if you attend every session day of a Workshop bought on its own at a separately stated fee, and tell us in writing within 5 Business Days after the last session day that your team did not leave with at least one action it could implement immediately, we refund the Workshop fee within 10 Business Days of receiving your claim. Travel, accommodation and third-party expenses are not refunded under the promise. Retained amounts are subject to your rights under the Australian Consumer Law.

If we cancel or cannot deliver. If we cancel or postpone, you choose a new date at no extra cost, or a full refund. If we cancel within 5 Business Days of an on-premises session, we also reimburse the non-refundable venue and travel costs you have already committed. If a video session is materially disrupted by a failure on our side, we reschedule the affected part at no cost or refund a fair proportion of the fee, as you choose.

Where the rule is: Schedule C 5.1 to 5.7, 6, 9.4 and 9.5

(c) Public Room seat

If you cancel or change. Transfer your ticket to another person at no charge up to 2 Business Days before the event, by emailing [email protected] with the new attendee's name and email address. Cancel more than 30 days before the event: full refund. Cancel 7 to 30 days before: 50% refund, or a full credit toward a later event held within 12 months of the cancelled event, as you choose. Cancel fewer than 7 days before: no refund, although you may still transfer the ticket. If you do not attend and did not cancel or transfer, no refund is given. If we sell your place to someone else, we refund any amount we retained. These rules are subject to your rights under the Australian Consumer Law.

If we cancel or cannot deliver. If we cancel or postpone, you choose a seat at the rescheduled event or a full refund. Except where the Australian Consumer Law gives you a right to compensation, we do not cover your travel or accommodation. If we remove an attendee who continues to disrupt a session after a warning, we refund the proportion of the ticket price for the part of the session not yet delivered. Removal for abusive, dangerous or unsafe conduct is without refund, subject to your rights under the Australian Consumer Law.

Where the rule is: Schedule C 11.1 to 11.8 and 12.5

(d) Recorded Course

If you cancel or change. You may ask for a full refund within 14 days of purchase, for any reason or none, whether or not you have started or finished the course. We pay it within 10 Business Days of your request. After 14 days, refunds are at our discretion, and your rights under the Australian Consumer Law are not affected. If the course fee has been credited against a Public Room seat, a 14-day refund is reduced by the amount credited, unless you also cancel that seat. The course fee is credited in full against a Public Room seat booked within 12 months of purchase.

If we cancel or cannot deliver. If we retire the course, we give you at least 90 days notice and a downloadable copy of the course materials to keep.

Where the rule is: Schedule C 14.2 and 15.1 to 15.3; Master 23.1(b)

(e) Builds (Schedule B)

If you cancel or change. You may cancel a build at any time by Notice. Deliverables recorded as complete in the Engagement Register are earned and are not refunded, subject to your rights under the Australian Consumer Law. Work in progress on a deliverable not yet complete is charged at the proportion actually completed, and the balance of any fee paid for that deliverable is refunded within 14 days. Fees paid for deliverables not started are refunded within 14 days. Each deliverable's value is the value, or formula, in your Service Agreement or, if neither is stated, its reasonable share of the build fee by relative scope and effort. Within 10 Business Days of your Notice we give you the Register and the calculation, and you may dispute it under Master 9.3. An engagement we close as unresponsive is treated as a cancellation by you.

If we cancel or cannot deliver. If we cannot or do not continue, or you end the build for our unremedied material breach or our insolvency, we refund the full value of every deliverable not recorded as complete, including work in progress, within 14 days, and give you the specification and documentation for completed deliverables. If we end the build for your unremedied material breach, including non-payment, or your insolvency, the cancellation rule applies as if you had cancelled.

Where the rule is: Schedule B 5.2, 9, 10 and 11

(f) Implementation (Schedule G)

If you cancel or change. Phases recorded as complete in the Engagement Register are earned and are not refunded, subject to your rights under the Australian Consumer Law. Work in progress on an incomplete phase is charged at the proportion actually completed, and the balance is refunded within 14 days. Each phase's value is the value, or formula, in your Service Agreement or, if neither is stated, its reasonable share of the Implementation fee by relative scope and effort. You may dispute the calculation under Master 9.3. Where Schedule B also applies to the same Engagement, as it may for The Rebuild bought on its own, Schedule B governs cancellation instead.

If we cancel or cannot deliver. If we cannot or do not continue, or you end it for our unremedied material breach or our insolvency, we refund the full value of every phase not completed, including work in progress, within 14 days, and provide the documentation for completed phases. If we end it for your unremedied material breach, including non-payment, or your insolvency, or close it as unresponsive, the cancellation rule applies as if you had cancelled. If the Licence ends before Implementation Sign-Off, the rule that applies depends on who caused the ending.

Where the rule is: Schedule G preamble, 8.1 to 8.5 and 9.2

(g) Subscription (Schedule A)

If you cancel or change. Either of us may cancel at any time by Notice. You may also cancel online at rev-raise.com/cancel, and an online cancellation is received when the form is successfully submitted. The standard notice period is 30 days. Cancellation takes effect on the 30th day after the notice is received, the final invoice is pro-rated to that day, and billing continues at your subscribed tier through the notice period. A longer notice period applies only where your Service Agreement records it in exchange for a stated benefit, and it binds both of us. From a longer notice period you may take early release by paying 50% of the fees that would have fallen due over the remainder of the notice period, and billing then ends at the end of the current billing cycle. Where our actual unrecovered costs and lost margin would be lower, we charge the lower amount and show you the calculation. Fees paid in advance for any period after the subscription ends are refunded. Fees for a notice period you are required to serve are not refunded, subject to your rights under the Australian Consumer Law. Unconsumed usage wallet credit is refunded. No notice-period fee or early-release amount is payable where you cancel under Schedule A 4.6 (the same service level missed in three consecutive months, on 30 days notice), 7.3 (a volume band change) or 15.3 (a price review), or Schedule J 4.3 (an objection to a new service provider), or under the Master clauses listed in Schedule A 10.7.

If we cancel or cannot deliver. If we cancel, fees paid in advance for any period after the subscription ends are refunded. If a platform we rely on ceases to be available to us, Master 14.3 applies.

Where the rule is: Schedule A 4.6, 6.4, 7.3, 10.1 to 10.7, 11 and 15.3; Schedule J 4.3; Master 14.3

(h) New-Hire Installation bought on its own (Schedule C Part 6)

If you cancel or change. Either of us may cancel at any time on 30 days Notice. You may also cancel online at rev-raise.com/cancel, and an online cancellation is received when the form is successfully submitted. There is no lock-in, no minimum term and no exit fee. Billing continues through the 30-day notice period and then stops. Fees paid in advance for any period after the cancellation takes effect are refunded. If you do not accept a price review, you may cancel by Notice given before the increase takes effect, and you pay your existing rate until the cancellation takes effect. Where New-Hire Installation is active under a Method Licence, it is not bought on its own: see part (i).

If we cancel or cannot deliver. The same 30-day Notice rule applies to us.

Where the rule is: Schedule C 18.2, 18.5 and 19.1 to 19.3

(i) Method Licence and Enablement Services (Schedules E and H)

If you cancel or change. The Licence and the Enablement Services are one product. You cannot keep the Licence and cancel the Enablement Services, and they end together. New-Hire Installation applies under a Licence only where selected. Where it is active, it is separately charged per business or network while you have 1 to 14 Licensed Sites, and included with no separate charge while you have 15 or more. The separate charge stops from the billing commencement date recorded in the Site Addition that takes you to 15 or more, and resumes from the first billing month after you fall below 15, unless your signed agreement expressly provides otherwise. While active, it cannot be cancelled separately from the Licence merely because it has a separately stated charge, and it ends with the Licence. Where Schedule E applies (more than one Site): after the initial term, either of us may end the Licence on 90 days Notice. During the initial term, you may end it on 90 days Notice. The full service allocation continues during the notice period, and you pay the Fees for it. You also pay an early-release amount equal to the lesser of the Fees that would have fallen due for the rest of the initial term after your Notice was given, at the greater of the Site fees and any minimum monthly fee, and three months' Fees. The Fees you pay for the notice period are credited against the early-release amount, so there is no double recovery. An Early-Exit Implementation Adjustment applies in addition only where your Method Licence Agreement records an implementation reduction actually given to you. Where the Licence is for one Site: the notice and any early-exit terms are in your Method Licence Agreement. Exits with no early-release amount: the same service level missed in three consecutive measurement periods (30 days Notice); a rate change after the initial term under Schedule E 7.2; Sites below the minimum after the initial term under Schedule E 8.2(c); consent to a sale of the network withheld under Schedule E 16.3; a fee change for a one-Site Licence under Schedule H 9.2; and an objection to a new service provider under Schedule J 4.3.

If we cancel or cannot deliver. We cannot end the Enablement Services while keeping the Licence in force. No early-release amount, notice-period fee or Early-Exit Implementation Adjustment is payable where we cause the ending.

Where the rule is: Schedule E 7.2, 8.2(c), 10.1 to 10.5 and 16.3; Schedule C 17; Schedule H 3.5, 9.2, 10.1 and 10.3; Schedule J 4.3; Master 5.8; your Method Licence Agreement

(j) Guarantee claims

If you cancel or change. No results or performance guarantee is currently offered. A performance guarantee exists only where your Service Agreement expressly states that one is given. Where one is given, you claim in writing to [email protected] within 60 days after the end of the measurement period, we respond in writing within 20 Business Days, the remedy is the one stated in your Service Agreement, and an accepted refund is paid within 30 days of the claim being accepted. The Workshop satisfaction promise in part (b) is not a performance guarantee.

If we cancel or cannot deliver. Where we end the Engagement before the measurement period ends, or you end it because of something we did, the guarantee is assessed on the measurement months completed.

Where the rule is: Master 12.2; Schedule F 9, 10.1, 10.2, 10.4, 13.1 and 13.4; Schedule C 6.4

(k) Free course

If you cancel or change. Nothing is paid, so there is nothing to refund.

If we cancel or cannot deliver. Access to a free course, and its withdrawal or closure, are governed by the Website Terms of Use.

Where the rule is: Website Terms of Use (rev-raise.com/terms-website); Schedule C preamble

4. IF SOMETHING IS NOT AS DESCRIBED

4.1 Our delivery commitment. Master 12.4 applies to every Engagement that includes methodology training, consulting or licensing of the Method. It does not apply automatically to a Systems Line engagement. We commit that the Method will be delivered to you as documented in the materials and Schedules that apply to your Engagement. If it is not, we will, at your election, re-deliver the affected part at no cost to you, or refund the Fee paid for the affected part. The claim period, how to claim, our response times and who gives the commitment are in Master 12.5. The statement the law requires, and the fact that the commitment is in addition to your other rights, are in Master 12.6 and 12.7.

4.2 Defect periods. For a build, the defect period is 30 days after Go-Live (Schedule B 8). For Implementation, it is 30 days after Implementation Sign-Off (Schedule G 7). Neither defect period limits your rights under the Australian Consumer Law (Schedule B 8.6; Schedule G 7.4).

4.3 Consumer guarantees. Certain guarantees under the Australian Consumer Law cannot be excluded, and nothing in our terms excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, restricted or modified (Master 16.1).

5. INVOICE QUERIES, FAILED PAYMENTS AND CHARGEBACKS

5.1 How to query an invoice, and how a genuine, specific, written dispute about an amount affects what is payable, are set out in Master 6.1 and 6.2.

5.2 If you dispute a charge, please raise it with us before contacting your card issuer. A chargeback is not treated as lacking a genuine basis merely because you did not contact us first. The rest of the chargeback rule is in Master 6.3.

5.3 What happens when a payment fails is set out in Master 7.

5.4 Nothing in Master 6 affects your rights under the Australian Consumer Law or under your card scheme's rules (Master 6.4).

6. DISPUTES

6.1 How a dispute between us is resolved is set out in Master 24.7. A written notice to us is given by email to [email protected] (Master 24.2).

6.2 You may dispute an entry in the Engagement Register, including a refund or work-in-progress calculation, under Master 9.3.

6.3 A complaint about how we handle personal information is dealt with under our Privacy Policy at rev-raise.com/privacy.

7. HOW TO CANCEL

7.1 Subscriptions and New-Hire Installation bought on its own. Cancel online at rev-raise.com/cancel. You do not need to log in or call us. You may also cancel by email to [email protected] (Schedule A 11.1; Schedule C 19.1).

7.2 Everything else. Email [email protected] saying what you are cancelling. An email to that address is a Notice under Master 24.2. A Public Room seat may also be cancelled online where we offer it (Schedule C 11.2).

7.3 Confirmation. We confirm a subscription or New-Hire Installation cancellation in writing with the date it takes effect. No retention step or other step is required of you before a cancellation is accepted, other than any check we reasonably need to confirm the request came from you, and that check does not change the date your cancellation is received (Schedule A 11.2; Schedule C 19.1).

7.4 When it is received. A cancellation made through the online form at rev-raise.com/cancel is received when the form is successfully submitted, whatever the day or time. A Notice given by email is taken to be received on the next Business Day (Master 24.2; Schedule A 11.2; Schedule C 19.1).

8. CONTACT

Rev-Raise Group Pty Ltd trading as Rev-Raise, ABN 45 691 400 594
14 Wales Street, Margate QLD 4019, Australia
[email protected] | +61 468 055 551