This policy defines exactly when and how Koala Service refunds the fee paid for a Supplier Search Report (AUD $499). Each clause states a trigger, a remedy and a timeline.
Trigger: the delivered report contains fewer than three (3) suppliers meeting the criteria agreed with you before work began β for example, a genuine business licence verifiable against an official registry, demonstrable capacity in your product category, and willingness to quote in writing.
Remedy: full refund of the report fee. If we discover the shortfall during production, we refund automatically within 5 business days β no claim needed.
Trigger: the report arrives more than 48 hours after the delivery clock starts (confirmed brief; Australian eastern business days; public holidays pause the clock).
Remedy β you choose: (a) a full refund, or (b) free express re-delivery within 24 hours. If the re-delivery is also late, the refund applies automatically.
Trigger: within 7 days of delivery, you point out in writing a material factual error resulting from our verification process β a claim checkable against an objective source and shown to be wrong (e.g. a licence status that does not match the official registry).
Not covered: differences of professional judgment (such as which supplier is "best"), indicative prices that moved with the market, or anything explicitly labelled as an estimate.
Remedy: we provide a free written correction within 3 business days. If the error cannot be corrected, we refund the fee.
These refund commitments do not exclude any rights you may have under the Australian Consumer Law that cannot be excluded.
Refund questions? Email [email protected].