Refund & Payment Policy

This Refund and Payment Policy describes how RemotIQ Pty Ltd (ABN 91 682 628 128) bills its clients, the payment terms we expect, and the limited circumstances in which refunds apply. It applies to all engagements with us and operates alongside our Terms of Service and any signed Statement of Work (SoW). Where the SoW conflicts with this policy, the signed SoW prevails.

Engagement models

We engage in one of three commercial models, or a combination, set out in your SoW.

Milestone fixed-price

Each milestone in your SoW has a defined deliverable and an associated fee. We invoice on completion of the milestone. You have a written acceptance window (typically five business days) to accept or reject in writing with reasons; absent a written response in that window, the milestone is deemed accepted. Accepted milestones are non-refundable.

Time and materials (T&M)

We log time against agreed hourly or daily rates and invoice monthly in arrears. Each invoice is accompanied by a time log itemising hours by team member and activity. T&M hours actually worked are non-refundable, except in the case of demonstrable error, fraud, or material breach by us.

Monthly retainer

Retainers are invoiced in advance for a fixed allotment of capacity (e.g. 40 hours per month). Unused capacity may roll over up to a cap defined in your SoW (typically 25%); beyond that cap, unused hours are forfeit. Capacity exceeded above the retainer is billed at the agreed overage rate.

Currency and tax

Default invoicing currency is Australian Dollars (AUD). With prior agreement we can invoice in USD, EUR, GBP, or INR; the SoW will state the currency and any conversion mechanism. Goods and Services Tax (GST) at 10% is added to invoices for Australian customers in line with A New Tax System (Goods and Services Tax) Act 1999 (Cth). For customers outside Australia, GST does not apply and invoices are issued exclusive of GST. Withholding taxes that apply in your jurisdiction are your responsibility.

Payment terms

Default payment terms are Net 14 days from the date of the invoice. Different terms (Net 30, deposit upfront, milestone splits) may be agreed in your SoW. Bank transfer is our preferred payment method; bank details are on every invoice. Card payments via our payment processor are accepted for invoices below an agreed threshold (typically AUD 5,000); card processing fees may be added unless otherwise agreed.

Late payment

Invoices not paid by the due date attract interest at 1.5% per month (or part-month), compounding, calculated from the day after the due date. After 30 days past due, we may suspend services and pause work until the account is cured. After 60 days past due, we may terminate the engagement for material breach under our Terms of Service. Any costs of collection, including reasonable legal fees, are recoverable from the client.

Cancellation and termination

Either party may cancel an engagement on 14 calendar days' written notice. On cancellation:

• Milestone fixed-price — you pay for accepted milestones in full and a pro-rata portion of any in-progress milestone reflecting work completed up to the cancellation date.
• T&M — you pay for all hours actually worked up to the cancellation date.
• Retainer — for the current paid month, no refund is due for capacity already consumed; for capacity not yet consumed, we will pro-rata refund the unused portion within 14 days of cancellation, less any non-cancellable third-party costs we have committed on your behalf.

Either party may terminate immediately on written notice in cases of material breach not remedied within 14 days, insolvency or appointment of an administrator, or persistent late payment beyond 60 days.

When refunds apply

• Pre-paid retainer not yet consumed at the time of cancellation — pro-rata refund within 14 days, less non-cancellable third-party costs.
• Milestone fixed-price work that we have failed to make conform to the SoW after a good-faith revision cycle — refund of the milestone fee, in exchange for which we retain no rights in the unaccepted deliverable.
• Demonstrable double-billing or material invoicing error in our favour — corrected within 14 days.
• Australian Consumer Law remedies — where they apply, your statutory rights are not affected by anything in this policy.

When refunds do not apply

• Accepted milestones, including milestones deemed accepted by passage of the acceptance window without written rejection.
• Hours actually worked under T&M, evidenced by our time logs.
• Capacity already consumed under a retainer, regardless of whether you used the resulting deliverables.
• Third-party costs incurred and paid on your behalf — cloud hosting, software licences, travel, vendor services — are passed through and are not refundable from us; where the third party offers a refund, we will pass it through to you minus reasonable processing costs.
• Goodwill or try-out refunds — we do not provide unconditional money-back guarantees.

Disputed invoices

If you dispute an invoice, raise the dispute in writing within 30 days of the invoice date by emailing billing@edgeservers.com.au with the invoice number and the specific items in dispute. We will respond within five business days. The undisputed portion of the invoice is payable on the original due date; the disputed portion is held in suspense until the dispute is resolved. Both parties act in good faith.

Subscriptions and auto-renewal

Where an SoW provides for an auto-renewing term (e.g. annual managed-services subscription), we will email a reminder at least 30 days before renewal. To prevent renewal, provide written cancellation notice in line with the notice period in the SoW. Renewals already invoiced and within the original notice window are non-refundable.

Chargebacks

We expect disputes to be raised with us directly under the Disputed invoices section above. Initiating a chargeback or payment-card dispute without first raising the issue with us in writing is a material breach and gives us the right to suspend services pending resolution. Where a chargeback is found in our favour, we will recover the chargeback fee from you.

Anti-money-laundering and sanctions

We comply with applicable anti-money-laundering laws and international sanctions regimes. We may decline an engagement or refuse a payment if compliance checks raise concerns. Where this happens, we will refund any pre-paid amounts not yet earned, less any costs we have already incurred.

Changes to this policy

We may update this policy from time to time. Changes apply to engagements entered into after the new effective date. The version applying to your engagement is the version in force on the day the SoW was signed, except for changes required to comply with law, which apply from their statutory effective date.

Contact

Invoicing questions, payment-method changes, or refund requests: billing@edgeservers.com.au. General contract questions: legal@edgeservers.com.au. Postal: RemotIQ Pty Ltd, #203 Hampton Rd, Northampton WA 6535, Australia.