top of page

Refund Policy

Aussie IT Crew aims to provide honest, transparent, and reliable IT support.
This Refund & Cancellation Policy explains when refunds apply and the conditions around cancelling or rescheduling a service.

General Refund Policy

Aussie IT Crew provides refunds only in situations where no meaningful work has been performed or if we are unable to provide the service at all due to our own fault.

You may be eligible for a refund when:

  • A technician has not started any diagnostic or repair work

  • We cancel the booking and cannot reschedule

  • You were charged incorrectly due to an invoicing error

Refunds are not provided for:

  • Time spent diagnosing an issue

  • Unsuccessful repairs due to hardware failure, software corruption, or factors outside our control

  • New or continuing issues that were not part of the original service

  • Situations where the customer changes their mind after work has begun

You are paying for time, labour, and expertise, not guaranteed outcomes.

Call-Out Fees

If a technician travels to your home or business, a call-out fee may apply.

Call-out fees are non-refundable once:

  • The technician has arrived on-site

  • The customer is not present or cannot provide access

  • The booking is cancelled after the technician has already been dispatched

Service Fees

Service fees cover labour and diagnostic time.

Refunds for service fees are only provided if:

  • We determine the issue is outside our scope before any work begins

  • A quoted service cannot be performed due to our error

  • We fail to deliver the service entirely

Hardware, Software & Parts

If hardware or software is purchased on your behalf:

  • These items are subject to the supplier’s return policy, not ours

  • Opened or installed products are generally non-refundable

  • Special-order parts cannot be returned unless faulty

Faulty items may be eligible for replacement under the manufacturer’s warranty.

Cancellations by Customers
Standard Cancellations

You may cancel your appointment before the scheduled time with no penalties.

​

Late Cancellations

If you cancel once a technician has come onsite, a cancellation fee or call-out fee may apply.

​

No-Show

If the technician arrives and you are:

  • Not home

  • Unreachable

  • Unable to provide access

a call-out fee will be charged.

How to Request a Refund

To request a refund, contact us:

Aussie IT Crew
Email: AussieITCrew@gmail.com
Phone: 0491153896

​

We aim to respond within 2 business days.
Approved refunds will be processed back to your original payment method.

Changes to This Policy

We may update this Refund & Cancellation Policy from time to time.
The latest version will always be available on our website.

bottom of page