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REFUND POLICY

Refund Policy

Effective Date: 1 April 2025

 

At MERCY ('we', 'us', 'our') , we are committed to delivering professional investigative and privacy consultancy services of the highest standard. We value transparency and want our clients to understand our refund policy clearly.

Services and Refund Eligibility

  • MERCY primarily provides professional services, which are generally not eligible for refunds once work has commenced or has been completed.

  • Refunds may be considered in exceptional circumstances where:

    • services have not yet been delivered and work has not commenced;

    • a clear administrative error has occurred (e.g., duplicate payment); or

    • we are legally required to offer a refund under applicable consumer laws.

No Refund for Change of Mind

  • We do not offer refunds if you change your mind after engaging our services.

  • Please ensure you review the scope and terms of our services carefully before confirming engagement.

Cancellation Policy

  • You may cancel scheduled services by providing written notice to MERCY.

  • If you cancel before work commences, you may be eligible for a full or partial refund, less any reasonable administrative fees or costs already incurred.

  • If work has commenced, you may be charged for work performed up to the date of cancellation, and any refund (if applicable) will be calculated accordingly.

Dispute Resolution

  • If you are dissatisfied with the service you received, please contact us promptly to discuss your concerns.

  • We aim to resolve issues in good faith and may, at our discretion, offer partial refunds, credits, or alternative remedies where appropriate.

Australian Consumer Law

  • Nothing in this policy limits any rights you may have under the Australian Consumer Law ('ACL').

  • If our services fail to meet consumer guarantees under the ACL, you may be entitled to remedies including a refund, re-supply of services, or compensation for loss.

Changes to This Policy

  • We may update this Refund Policy from time to time.

  • Changes will be posted on our website with a new effective date.

  • Continued use of our services after changes constitutes acceptance of the revised policy.

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