1. Scope
This policy applies to Kelpie supplied by YUMA IT PTY LTD (ABN 62 684 389 839, ACN 684 389 839), trading as Yuma IT. It forms part of the Terms and conditions. If an Order gives you a more favourable refund right, that right also applies.
Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law (ACL).
2. Australian Consumer Law
Where the ACL applies, Kelpie goods and services come with consumer guarantees. Depending on the failure, you may be entitled to correction, repair, replacement, resupply, cancellation, a refund for an unused portion, compensation for reduced value, or compensation for reasonably foreseeable loss.
A major failure can entitle a consumer to reject goods or cancel services and choose remedies available under the ACL. For a non-major failure, we may first have a reasonable opportunity to correct the problem. ACL rights can also apply to some business purchases.
3. When we provide a refund
We provide a refund or other remedy when required by law. We also refund:
- a duplicate payment or confirmed billing error;
- fees paid for an Order we do not accept or never make available;
- prepaid fees for the unused period if we withdraw Kelpie or terminate an Order for our convenience; and
- any amount an Order expressly says is refundable.
4. Change of mind
We do not offer a general change-of-mind refund after Kelpie has been made available or professional services have started, unless an Order says otherwise. This does not affect any ACL right.
If you cancel before we provide access, licence material, deployment work, or professional services, we will refund fees paid for that unused Order, less any non-recoverable marketplace charge clearly disclosed before purchase.
5. Subscriptions and services
Prepaid fees cover the subscription or licence term in the Order. Stopping use or terminating early for convenience does not create a refund for unused time unless the Order or law says otherwise.
Professional services fees are refundable for work not performed if we cancel that work, or where law requires a remedy. Properly performed work is not refundable for change of mind.
6. Marketplace and partner purchases
If you buy through AWS or another marketplace, the marketplace may process the refund through its billing system. Tell both us and the marketplace about the request. A marketplace process does not remove any obligation we have as supplier under applicable law.
If a reseller or partner invoiced you, it may need to process the refund. We will reasonably cooperate with a valid claim relating to fees it paid us.
7. How to request a remedy
Email hello@yumait.com.au with the subject “Kelpie refund” or use our contact page. Include:
- your organisation and contact details;
- the Order, invoice, marketplace order number, or other proof of purchase;
- what you purchased and the deployment model;
- what went wrong and when, or why the Order was not used; and
- the remedy you seek.
Do not send credentials, live incident evidence, or sensitive logs by ordinary email. We will provide a secure transfer method if diagnostic material is needed.
8. Assessment and payment
We will acknowledge a complete request within 5 business days and aim to give an outcome within 14 days after receiving information reasonably needed to assess it. Complex technical claims may take longer; if so, we will explain why and provide an update.
Approved refunds are returned using the original payment route where practical. Marketplace timing is controlled by the marketplace. Bank and payment processing can take additional time after approval.
9. Disputes and contact
If you disagree with an outcome, reply with the reasons and any new information. You may also write to 49 Phillip Ave, Watson ACT 2602, Australia. Nothing prevents you from using rights or complaint paths available under the ACL.
Questions about this policy: hello@yumait.com.au.