Refund Policy
REFUND & CANCELLATION POLICY
Last updated: 9th October 2026
This policy explains when you can cancel an order with 30three Collective and when you can get a refund. It forms part of our Terms of Service.
1. Summary
- You can cancel an assessment and get a refund before we start work on it.
- We start work when we receive your completed questionnaire.
- Once work has started, change-of-mind refunds are generally not available, because the work is specific to your business.
- If something is wrong with your report, or we cannot deliver it, tell us and we will put it right or refund you, depending on the circumstances.
- Nothing in this policy limits your rights under consumer law.
2. Cancelling an assessment before work starts
You may ask to cancel an assessment before work has commenced. If you do, we will refund the full amount you paid to your original payment method.
Work on your assessment is treated as having commenced when we receive your completed questionnaire.
3. After work has started
Our assessments involve research and analysis specific to your business. For that reason, change-of-mind refunds are generally not available once work has commenced.
4. Problems with your report
If you believe your report has a mistake, is missing something your assessment should have covered, or did not arrive, contact us with your order number and a description of the problem.
Depending on the circumstances and your rights, we may correct the report and provide it again.
Where an assessment could not fully cover an area because information was missing or unavailable, your report says so. That is part of the assessment and is not by itself a fault with the report.
5. Delivery times
Our target is to deliver your assessment report within 48 hours after we receive your completed questionnaire. The 48 hours is counted in elapsed hours, including weekends.
The target starts when we receive your completed questionnaire, not when you pay. If we need further information from you, the 48 hours starts again once we receive it.
This is a target, not a guarantee. If there is a material delay, we will let you know. If we are unable to deliver your assessment, we will refund you (see section 6).
6. Orders we decline or cannot deliver
We may decline or cancel an order if we cannot reasonably deliver the assessment, for example because the information needed is not available, or the order was made in error. If we do, we will refund any amount you paid for the part of the service we did not deliver.
7. Business Advisory sessions
You may reschedule or cancel a Business Advisory session with at least 24 hours' notice before the appointment. With less notice, the session may be treated as used.
If we need to cancel a session, we will offer you another time. If we cannot find a time that suits you, we will refund you for that session.
The same rules apply to the 60-minute session included with Business 360°.
8. How refunds are paid
Refunds are paid in Australian dollars to the payment method you used for the order. A refund includes the GST you paid on the refunded amount. Once we approve a refund, it should reach you within [NUMBER] business days, although your bank or card provider may take longer to show it.
9. Your consumer rights
Nothing in this policy excludes, restricts or modifies any right or remedy you may have under consumer law that cannot lawfully be excluded, including the consumer guarantees under the Australian Consumer Law.
10. How to make a request
Use the Contact Us page on our website. Please include:
- your name
- the email address you used for the order
- your order number
- a short description of your request
We will reply as soon as we reasonably can.
11. Changes to this policy
We may update this policy from time to time. The version that applies to a purchase will generally be the version available when you made it, unless the law requires otherwise.