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Refunds & cancellations
Refund and cancellation policy for Scheduler Vertex Core scheduling performance analytics reviews, assessments, and briefings.
Last updated: 18 August 2026
This policy applies to paid engagements with Scheduler Vertex Core for scheduling performance analytics: Scheduling Performance Reviews, Roster Pattern Assessments, Findings Briefings, and Quarterly Performance Check-ins. It does not cover software products, physical goods, or subscriptions — we do not sell those.
Eligibility overview
Refunds depend on how far the engagement has progressed and whether work has started on your evidence pack. Australian Consumer Law rights that cannot be excluded still apply.
Cooling-off before work starts
If you cancel in writing before we confirm that your evidence pack is complete and review work has begun, we refund the deposit in full within 14 business days by the original payment method (usually bank transfer).
After work has started
Once we have begun line reading or interviews:
- Full refund — only if we are unable to deliver for reasons within our control (e.g. prolonged reviewer unavailability) and no usable draft has been provided.
- Partial refund — if you cancel after work has started, we may retain a portion of fees reflecting hours already spent, typically 40–70% of the total fee, itemised on request.
- No refund — once the written briefing or session has been delivered as scoped.
Non-refundable items
- Scope-call time after a free enquiry has converted to a paid booking and the call has occurred (credited only if we cancel).
- Third-party room hire booked at your request for an on-site briefing (passed through at cost).
- Work already started on incomplete packs where you asked us to proceed anyway.
Deposits
The 40% deposit secures a place in our calendar. It is refundable under the cooling-off rule above. After work starts, the deposit is applied to the retained portion described under partial refunds.
Rescheduling
You may reschedule a Findings Briefing once without fee if you give at least five business days’ notice. Later changes or a second reschedule may incur AUD 120. Reviews already in line reading are not “rescheduled”; they continue to the new agreed delivery date if both parties consent.
No-shows
If you miss a booked briefing without notice, the session fee is forfeited. We will offer one courtesy rebooking within 30 days at 50% of the session fee if calendar space exists.
Cancellation by us
If we must cancel, you may choose a full refund or a new date. We will not charge a reschedule fee in that case.
Processing time and method
Approved refunds are processed within 14 business days by bank transfer to the account that paid, unless we agree otherwise in writing. You are responsible for providing accurate account details.
Materials and drafts
Draft annotations and incomplete briefings remain our property. If a partial refund is issued, you do not receive unfinished drafts unless we agree in writing.
How to request a refund
Email hello@schedulervertexcore.digital with your engagement reference, reason, and preferred account details for repayment. Phone: +61 8 5550 4300. Address: Level 9, 36 King William Street, Adelaide SA 5000.
Exceptions
If a mandatory consumer guarantee under Australian law entitles you to a remedy, that remedy prevails over this policy where they conflict.