Refund Policy

Our services come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in this Refund Policy limits, excludes, or modifies any consumer guarantee or right you have under the ACL.

Under the ACL, you are entitled to a refund or other remedy if a service:

• Has a major failure (is not fit for the purpose for which it was supplied, or does not meet acceptable quality)
• Does not match descriptions made by us before or at the time of supply
• Is not delivered within the timeframe agreed or within a reasonable time

Our SaaS products (CoordHub and RedRock PM) are arranged directly with RedRock Systems, rather than through self-serve sign-up. Where a paid Subscription applies, the fees, billing frequency, and refund terms are agreed with the Customer in writing before access begins and are set out in the individual agreement for that engagement (for example, an order form or statement of work). Fees already paid are non-refundable except as required by law, as set out in that agreement, or as otherwise stated in this Refund Policy.

Custom software development engagements are billed on a milestone basis as agreed in the Statement of Work (“SOW”) for your project. The following terms apply:

• Payment for completed and delivered milestones is non-refundable. Once a milestone has been completed and accepted, the payment for that milestone is final.
• If a project is cancelled before a milestone has commenced, any advance payment attributable to that unstarted milestone is refundable in full.
• If a milestone is in progress at the time of cancellation, a partial refund reflecting the proportion of incomplete work may be negotiated at our discretion.
• Disputes about milestone completion or quality are handled through the dispute resolution process in Section 5.

To request a refund, contact us at:

Email: hello@redrocksystems.com.au with the subject line “Refund Request”

Please include your account name, the service to which the refund relates, the reason for the request, and the amount you believe you are entitled to. We will acknowledge your request within 2 business days and provide a decision within 14 business days.

If you are dissatisfied with a refund decision, we follow a two-stage process:

• Internal review: Submit your dispute in writing to hello@redrocksystems.com.au. We will conduct a senior-level review and provide a written response within 14 days.
• External escalation: If the internal review does not resolve your dispute, you may lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at accc.gov.au, or your state or territory fair trading authority.

Nothing in this section prevents you from exercising your rights under the ACL or any other applicable Australian law at any time.