Return & Refund Policy

This Return & Refund Policy applies to consulting engagements and related services supplied by Prompt Solutions Pty Ltd (ABN 12 691 286 263) ("we", "us", "our") to our clients. It should be read alongside our Terms of Service and Privacy Policy.

Nothing in this policy limits or excludes any rights or remedies you have under the Australian Consumer Law (ACL). Where the ACL applies, you are entitled to a refund or other remedy if the services fail to meet consumer guarantees and the failure cannot be remedied within a reasonable time or is otherwise a major failure.

We stand behind our services with a no-questions-asked, 30-day money-back guarantee. If you are not satisfied for any reason within the first 30 days of your initial engagement period or a paid scope change, we will refund 100% of the Prompt Solutions service fees you have paid for that period.

The guarantee applies once per client entity and covers fees paid directly to Prompt Solutions. Third-party pass-through costs such as domain registrations, media spend, or other external charges remain non-refundable unless those providers issue a credit. After the 30-day window, refunds are only available in the circumstances outlined in Sections 3 and 6 or where required by the ACL.

To claim the guarantee, contact us within the 30-day timeframe using the channels in Section 7. We will process approved refunds within 5 business days.

If you experience a service issue, please let us know immediately so we can investigate and resolve it. We will offer one or more of the following remedies where appropriate:

• Rectification: We will work with you to correct configuration issues, content errors, or deployment problems that are within our control.
• Practical remedies: Depending on the issue, we may offer a reasonable account adjustment, additional support, rework, or another practical remedy. Any account adjustment is assessed case by case unless separately agreed in writing.
• Refunds: Where the ACL requires a refund (for example, in the case of a major failure or if a problem cannot be remedied within a reasonable time), we will process a refund to your original payment method or another method agreed with you.

To request a refund or remedy, please contact us with the following details:

• Your business name and account email address
• Invoice number(s) and the billing period in question
• A description of the issue experienced, including dates and any supporting evidence
• The remedy you are seeking (refund, account adjustment, rework, or other resolution)

We will use reasonable efforts to review your request promptly. Complex issues may take longer to assess; in those cases we will keep you informed of progress. Approved refunds or account adjustments are processed in a practical timeframe after resolution.

You may ask to change the engagement scope, commercial terms, or ongoing service arrangement at any time by contacting us. Changes usually take effect at the start of the next billing cycle unless otherwise agreed. We do not pro-rate unused portions of the current billing period unless required under the ACL or unless we agree another remedy in writing.

If either party ends the ongoing engagement, hosted services and client request access will cease at the end of the current paid engagement period unless otherwise agreed. We may retain backups, client content, and records for a limited period for operational, legal, accounting, dispute, or audit purposes, after which they may be deleted or archived.

The following charges are generally non-refundable unless required by law:

• Domain registration or renewal fees already paid to registrars
• Third-party advertising spend, printing, or media costs incurred on your behalf
• Completed design, copywriting, or consulting work delivered prior to cancellation
• Fees associated with expedited or after-hours service requests

Where third-party providers offer credits or refunds for these costs, we will pass them on to you where practicable.

For refund enquiries or to request a remedy, please contact us: