This Refund Policy applies to products and services supplied by Midwest IT Solutions Pty Ltd trading as Norris & Hyde IT ABN 70 152 746 640 (“Norris & Hyde IT”, “we”, “us”, “our”).
By accepting a proposal, placing an order, purchasing products or services from us, or instructing us to proceed, you agree to this Refund Policy.
We do not provide refunds for change of mind.
Refunds, credits, repairs, replacements, re-supply of services, or other remedies may be available where required by the Australian Consumer Law or where we otherwise agree in writing.
Nothing in this Refund Policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other law where those rights cannot lawfully be excluded. ACCC guidance makes clear that a business cannot contract out of consumer guarantees.
Fees for services already performed, delivered, booked, provisioned, scheduled, or committed are non-refundable, except where required by law.
This includes, without limitation:
a. labour already performed;
b. remote support or onsite support already delivered;
c. setup, onboarding, implementation, configuration, and deployment work already commenced or completed;
d. advisory, consulting, remediation, migration, documentation, or project work already commenced or completed; and
e. booking fees, emergency fees, after-hours fees, and call-out fees already incurred.
Managed services, recurring support services, monitoring, backup, cybersecurity, cloud, licensing, communications, and other recurring services are billed on a committed basis for the relevant billing period and, where applicable, for the agreed minimum term.
Amounts paid for recurring services are non-refundable once the relevant billing period has commenced, except where required by law.
If a recurring service is subject to a minimum term, annual commitment, vendor commitment, or other committed period, cancellation does not entitle you to a refund of charges already paid and may also give rise to early termination charges, unrecoverable vendor costs, and any remaining committed fees in accordance with your accepted quote, proposal, service agreement, or applicable terms.
For Norris & Hyde IT BCDR and similar backup or continuity services:
a. setup, onboarding, deployment, and configuration fees are non-refundable once work has commenced;
b. recurring service fees are non-refundable once the relevant billing period has commenced;
c. hardware, appliance, subscription, licensing, storage, or vendor-backed components are non-refundable once ordered, provisioned, activated, assigned, delivered, or committed, except where required by law; and
d. termination of the BCDR service does not automatically entitle you to a refund of prepaid fees, and any vendor retention, export, or offboarding costs may still apply.
Hardware, appliances, accessories, and other physical goods may only be returned or refunded where:
a. required under the Australian Consumer Law;
b. the item is faulty, damaged, incorrectly supplied, or not as ordered; or
c. we agree in writing to accept the return.
Approved returns must:
a. be requested promptly after delivery;
b. be in original condition, complete, and not damaged by misuse, incorrect installation, neglect, modification, or external causes;
c. include original packaging, accessories, manuals, and proof of purchase where reasonably required; and
d. comply with any manufacturer, distributor, or supplier return process.
We may refuse a return for non-faulty goods that have been opened, used, specially ordered, custom configured, activated, or procured specifically for you, unless required by law.
Freight, delivery, handling, inspection, restocking, and supplier return fees may apply where permitted by law.
Software, software keys, digital products, Microsoft 365 or other cloud subscriptions, backup subscriptions, cybersecurity subscriptions, telecommunications services, vendor licences, and similar electronically delivered products are generally non-refundable once:
a. ordered;
b. provisioned;
c. activated;
d. assigned;
e. registered; or
f. made available for use.
This is because such products are often subject to upstream vendor commitments, non-cancellable subscription periods, and immediate delivery or activation.
Where a third-party vendor provides a refund, credit, cancellation, or adjustment to us in relation to your service, we may pass through that refund or credit to you at our discretion, less any reasonable administrative, supplier, or unrecoverable costs incurred by us.
Any specially ordered, non-stocked, custom configured, procured-to-order, vendor-committed, or customer-specific products or services are non-refundable once we have placed the order, committed to the supplier, or commenced procurement, unless required by law.
Deposits, setup fees, booking fees, and prepayments are non-refundable to the extent that:
a. they relate to time reserved, work planned, resources allocated, or supplier commitments made on your behalf; or
b. we have already incurred internal or third-party costs in reliance on your approval or instructions.
Where part of a prepaid amount relates to goods or services not yet supplied and not yet committed, we may in our discretion provide a credit or partial refund after deducting amounts properly incurred or committed.
If you cancel before goods are delivered or services commence, you may still be liable for:
a. supplier cancellation fees;
b. restocking fees;
c. committed licence or subscription costs;
d. procurement, freight, shipping, or administrative costs already incurred; and
e. any non-recoverable labour or planning costs already incurred.
Any refund approved in those circumstances may be reduced by those amounts.
If you believe goods are faulty, damaged, not as ordered, or that services were not supplied with due care and skill, you must notify us as soon as reasonably practicable and provide reasonable details so that we can assess the issue.
Where a remedy is available under law or otherwise agreed, the remedy may include repair, replacement, re-supply of services, refund, contract cancellation, or compensation, depending on the nature of the problem. ACCC guidance states that the remedy depends on the type and seriousness of the problem and whether goods or services fail to meet consumer guarantees.
Where products or services are supplied by third-party vendors, distributors, software publishers, cloud providers, carriers, or manufacturers, any refund, cancellation, replacement, or warranty outcome may be subject to that third party’s processes, eligibility rules, and approval.
We do not guarantee that a third-party vendor will approve a refund, cancellation, or return request where the product or service has already been activated, provisioned, delivered, used, or committed.
Where permitted by law, and where appropriate in the circumstances, we may provide an account credit instead of a cash refund.
Any credit issued:
a. may only be used against future invoices or services;
b. is not transferable unless we agree otherwise in writing; and
c. may be subject to an expiry period if stated at the time of issue.
Any approved refund will generally be paid using the original payment method where reasonably practicable, unless otherwise agreed.
We may withhold a refund until returned goods are received, inspected, and approved, or until the relevant supplier confirms the cancellation or return.
To request a refund, return, credit, or remedy, please contact us using our published contact details and provide:
a. your business or account name;
b. the invoice number, quote number, or order details;
c. a description of the product or service;
d. the reason for the request; and
e. any supporting information, such as photos, serial numbers, delivery details, or issue details where relevant.
This Refund Policy must be read together with our Terms & Conditions, accepted quotes, service agreements, service schedules, other proposals, and any applicable third-party vendor terms.
If there is any inconsistency, the accepted quote or service-specific agreement will prevail to the extent of the inconsistency, followed by the applicable service agreement, then our Terms & Conditions, then this Refund Policy, unless the law requires otherwise.
If you have any questions about this Refund Policy or wish to request a refund, return, credit, or other remedy, please contact:
Midwest IT Solutions Pty Ltd trading as Norris & Hyde IT
Email:
Phone: (08) 9964 6448
Address: 36 Chapman Rd, Geraldton WA