Refund Policy

At Jarrahsystemworks, we are committed to delivering high-quality engineering solutions and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our services.

1. General Refund Policy

Due to the customized and professional nature of our engineering solutions services, refunds are handled on a case-by-case basis. We evaluate each refund request individually, considering the specific circumstances and the stage of project completion.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

2.1 Service Not Delivered

• If we fail to deliver the contracted services within the agreed timeframe without valid reason
• If we are unable to commence work on your project after payment has been received
• If we cancel the project due to our inability to meet requirements

2.2 Service Not as Described

• If the delivered services materially differ from the agreed specifications
• If we fail to meet the documented project requirements without justifiable reason
• If deliverables do not conform to the written project agreement

2.3 Technical Defects

• If deliverables contain substantial technical defects that cannot be remedied
• If engineering solutions fail to meet specified technical standards
• If critical project milestones are not met due to our performance failures

2.4 Duplicate Charges

• If you are accidentally charged multiple times for the same service
• If billing errors result in overcharges

3. Non-Refundable Services

The following are generally NOT eligible for refunds:

3.1 Completed Services

• Services that have been fully delivered according to the project agreement
• Consulting hours that have been completed
• Designs, reports, or deliverables that have been provided and accepted

3.2 Change of Mind

• Requests based solely on change of mind or business direction
• Changes in project requirements initiated by the client
• Dissatisfaction not related to service quality or non-delivery

3.3 Partial Completion

• Work already completed will be charged according to the agreed rates
• Hours spent on research, planning, and initial phases are non-refundable
• Custom work tailored to your specifications cannot be refunded once delivered

3.4 Third-Party Costs

• Expenses incurred for third-party services, software licenses, or materials
• Subcontractor fees paid on your behalf
• Non-recoverable costs associated with your project

3.5 Client-Caused Delays

• Delays caused by client failure to provide required information or feedback
• Project suspension or cancellation requested by the client
• Non-response to communication attempts for extended periods

4. Refund Amounts and Calculations

When a refund is approved, the amount will be calculated based on:

5. Refund Request Process

To request a refund, please follow these steps:

Step 1: Contact Us

• Email us at refunds@jarrahsystemworks.com
• Use the contact form on our website at jarrahsystemworks.com
• Include your order/invoice number, contact information, and reason for the refund request

Step 2: Provide Documentation

Support your refund request with relevant information:

• Copy of the project agreement or quote
• Evidence of service issues or non-delivery
• Communication records related to the issue
• Detailed explanation of why you believe a refund is warranted

Step 3: Review and Evaluation

• We will acknowledge receipt of your request within 2 business days
• Our team will review your request and supporting documentation
• We may request additional information or clarification
• We will conduct an internal investigation if necessary

Step 4: Decision

• You will receive a decision within 10 business days of receiving all necessary information
• If approved, we will inform you of the refund amount and processing timeline
• If denied, we will provide a detailed explanation for the decision

Step 5: Processing

• Approved refunds will be processed within 14 business days
• Refunds will be issued to the original payment method
• You will receive confirmation once the refund has been processed

6. Refund Processing Time

Once a refund is approved and processed:

• Credit Card: 5-10 business days for the refund to appear on your statement
• Bank Transfer: 3-7 business days depending on your financial institution
• PayPal or Digital Wallets: 1-5 business days

Processing times may vary based on your payment provider and location. We are not responsible for delays caused by financial institutions.

7. Partial Refunds

In cases where work has been partially completed, we may offer a partial refund calculated as:

• Total project cost minus the value of work completed
• Minus any non-recoverable expenses or third-party costs
• Minus applicable processing or administrative fees

We will provide a detailed breakdown of the partial refund calculation.

8. Alternative Resolutions

Instead of a refund, we may offer alternative resolutions, including:

8.1 Service Correction

• Opportunity to remedy defects or issues at no additional cost
• Revision of deliverables to meet project specifications
• Additional support or consulting hours to address concerns

8.2 Credit for Future Services

• Credit toward future projects or services
• Discount on related or additional services
• Extension of support or maintenance periods

8.3 Project Modification

• Adjustment of project scope or deliverables
• Reallocation of budget to different project aspects
• Revised timelines or milestones

9. Dispute Resolution

If you disagree with our refund decision:

• You may request a review by a senior manager or director
• Provide additional evidence or arguments for reconsideration
• We will conduct a secondary review within 7 business days
• If still unresolved, disputes may be escalated according to our Terms and Conditions

10. Subscription and Recurring Services

For subscription-based or recurring services:

• Cancellations must be made before the next billing cycle to avoid charges
• No refunds for partial months or unused subscription time unless otherwise stated
• Active subscriptions can be canceled at any time with effect from the next billing period
• Refunds for recurring services follow the same guidelines as one-time services

11. Cancellation Policy

11.1 Client-Initiated Cancellation

If you wish to cancel a project:

• Provide written notice as early as possible
• You will be charged for work completed up to the cancellation date
• Non-recoverable expenses will be billed
• Cancellation fees may apply as specified in the project agreement

11.2 Company-Initiated Cancellation

If we cancel a project due to our inability to deliver:

• You will receive a full refund of payments made for undelivered work
• You will not be charged for work not completed
• We will provide reasonable notice and explanation

12. Special Circumstances

12.1 Force Majeure

In cases of force majeure (natural disasters, pandemics, government actions, etc.):

• Refunds will be evaluated on a case-by-case basis
• Alternative arrangements may be offered
• Project timelines may be extended without refund

12.2 Emergency Situations

In extraordinary circumstances affecting your business:

• We may offer flexible payment terms or project suspension
• Refund requests will be considered with appropriate documentation
• Alternative solutions will be explored before refund processing

13. Chargebacks and Payment Disputes

Important: Initiating a chargeback without first contacting us may result in:

• Suspension of services and account access
• Additional fees to cover chargeback processing costs
• Legal action to recover owed amounts and damages
• Termination of business relationship

Please contact us first to resolve any payment disputes. We are committed to finding fair solutions.

14. Australian Consumer Law

This Refund Policy operates in conjunction with Australian Consumer Law (ACL). Under ACL, you are entitled to:

• Services provided with due care and skill
• Services fit for the specified purpose
• Services delivered within a reasonable time
• Remedy if services fail to meet consumer guarantees

Nothing in this policy limits your rights under Australian Consumer Law.

15. International Customers

For customers outside Australia:

• Refunds are processed in Australian Dollars (AUD)
• Currency conversion rates at the time of refund apply
• International transaction fees are non-refundable
• Local consumer protection laws may provide additional rights

16. Refund Limitations

The following limitations apply to all refunds:

• Refunds cannot exceed the amount originally paid
• Payment processing fees (typically 2-5%) are non-refundable
• Administrative fees may be deducted from refunds
• Refunds are only issued to the original purchaser
• Refunds must be requested within 90 days of payment unless otherwise agreed

17. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when:

• Posted on our website with an updated effective date
• Communicated to existing clients via email

Continued use of our services after changes constitutes acceptance of the modified policy. Refund requests will be evaluated under the policy in effect at the time of purchase.

18. Contact Information for Refund Requests

19. Documentation and Record Keeping

We maintain records of all refund requests and transactions for a minimum of 7 years for:

• Compliance with tax and accounting regulations
• Dispute resolution purposes
• Quality assurance and service improvement

20. Customer Satisfaction Commitment

At Jarrahsystemworks, customer satisfaction is our priority. We are committed to:

• Delivering high-quality engineering solutions
• Transparent communication throughout projects
• Fair and reasonable resolution of concerns
• Continuous improvement of our services and policies

If you are experiencing issues with our services, please contact us before requesting a refund. We often can resolve concerns through communication and corrective action.

Last Updated: September 12, 2026
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This Refund Policy is part of our Terms and Conditions and should be read in conjunction with our Privacy Policy.