Extra search packs
If payment is confirmed but the three searches are not added to your account, contact us so we can add them or provide the remedy required by law. We do not promise a change-of-mind refund after searches have been used. Your Australian Consumer Law rights still apply.
Reports
If we do not deliver your paid report, it is meaningfully different from what we promised, or we fail to provide it with due care and skill, contact us with your order number. Depending on the problem and the law, we may complete, correct or replace the report, cancel the order or give a refund.
A name or domain changing after the recorded check time does not, by itself, mean the report failed. Reports show what was available at a point in time and do not hold anything for you. You may still have a remedy if our information was wrong because we did not provide the service properly.
Monitoring
You can cancel during the 30-day trial to avoid the first monthly charge, or stop future renewals from your monitoring dashboard after the paid subscription begins. Your service continues until the end of the trial or paid period. If there is a billing or service problem, we will consider the unused period and your consumer rights.
Domain orders
A completed domain order may not be refundable if you simply change your mind because registration costs may already have been charged. If registration fails after payment, we will review the order and either complete it or provide the remedy required by law. Your legal rights still apply.
Business-name and combined orders
Starting checkout may place a temporary authorisation on your card. If we cannot validate or lodge the selected registrations, we may cancel that authorisation instead of capturing it. Your bank decides how quickly a cancelled authorisation disappears. Once a government application or domain registration has been successfully submitted and the payment captured, change-of-mind refunds may not be available because third-party and government costs may already have been incurred.
When a refund reaches you
If we approve a card refund, we send it back to the original payment method. It usually appears within 5–10 business days after we issue it, although your bank can take longer. We will email you when the refund has been submitted.
How to request help
Contact us with your order number, what went wrong and what you would like us to do. Do not email card details or passwords. We may confirm that the account belongs to you before discussing a payment.