Cancellation and Refund Policy

3.1 Before processing has commenced

If the service has not yet commenced, the client may request cancellation and may be eligible for a refund, less any reasonable administrative costs incurred by AuthNTick.

3.2 After processing has commenced

If the service is already in progress, the order may not be eligible for a refund unless a refund or other remedy is required under the Australian Consumer Law, or AuthNTick agrees that exceptional circumstances apply.

Where AuthNTick agrees to provide a reimbursement for a cancellation that is not required by law, the reimbursement may be issued as a voucher, credit note, or refund at AuthNTick's discretion.

Any discretionary reimbursement may be reduced by:

If the reasonable costs incurred by AuthNTick equal or exceed the amount paid, no refund or credit will be issued, and no further charges will be sought from the client.

• work already undertaken by AuthNTick;
• third-party costs already incurred;
• operational or compliance costs already incurred; and
• a reasonable administrative processing fee, currently $25.

Refund assessment

Where AuthNTick cancels an order because the service is unavailable or cannot be provided due to AuthNTick's own reasons, the client will generally receive a full refund.

However, a full refund may not be available where the failure to complete the service is caused by:

Any refund entitlement in these cases will be assessed in accordance with the Australian Consumer Law and the work already performed by AuthNTick.

• incomplete, inaccurate, false, or misleading information provided by the client or applicant;
• failure by the client or applicant to provide required documents, consent, or information;
• withdrawal of consent by the applicant;
• failure by the client or applicant to respond within a reasonable time;
• third-party or government agency delays or requirements outside AuthNTick's reasonable control; or
• circumstances outside AuthNTick's reasonable control.

Refund or credit assessment

If an incomplete order is cancelled, any refund or credit will be assessed based on:

Where AuthNTick has already performed substantial work or incurred costs equal to or greater than the amount paid, no refund or credit will generally be available unless required by law.

• the Australian Consumer Law;
• the stage reached in the process;
• work already performed by AuthNTick;
• third-party costs already incurred; and
• whether the delay or failure was caused by the client, applicant, a third party, or AuthNTick.

6.1 Direct applicant orders

Where an applicant purchases a service directly, the applicant is the client and may request cancellation in accordance with this policy.

6.2 Corporate orders

Where a business, organisation, or corporate entity purchases or orders a service, the corporate entity is the client and may request cancellation in accordance with this policy.

If the applicant withdraws consent before the service is completed, the corporate client may request cancellation of the order.

If the applicant later re-affirms consent and the order is still capable of being processed, AuthNTick may resume processing the order.

6.3 Company-paid orders

Where the company pays for the service, the company is treated as the client for payment, cancellation, and refund purposes, unless otherwise agreed.

6.4 Applicant-paid orders

Where the applicant pays for the service, the applicant is treated as the client for payment, cancellation, and refund purposes.

6.5 Prepaid check codes and voucher orders

Where a corporate user purchases prepaid check codes, voucher codes, or bulk check credits, the corporate user is the client.

The same cancellation and refund rules apply, including any deductions for work already performed, third-party costs, administrative costs, and expired or used codes.

Once a prepaid check code or voucher has been used, commenced, expired, withdrawn due to misuse, or applied to a check that has entered processing, it may not be eligible for refund or reissue unless required by law.

Review process

AuthNTick will review the request and advise whether the order can be cancelled and whether any refund, voucher, credit, or other remedy is available.