Legal
Refunds and cancellations
Refund, cancellation, and rescheduling terms for Endpoint Pulse Base review engagements covering application analytics and endpoint performance monitoring.
These terms apply to paid review engagements with Endpoint Pulse Base (Endpoint Performance Review, Application Analytics Audit, Monitoring Health Check, and related advisory days). They do not apply to goods retail or software subscriptions, which we do not sell.
Eligibility
Refunds are considered when we cancel an engagement we cannot deliver, when a cooling-off right applies under Australian Consumer Law, or when a written statement of work expressly allows a refund event.
Timeframe to request
Contact hello@endpoint-pulsebase.digital within 14 days of the event giving rise to the request (for example, our cancellation notice or a billing error).
Full or partial refunds
- Full refund — if we cancel before substantive work begins, or if Australian Consumer Law requires a remedy we elect to meet by refund.
- Partial refund — if work has started and the engagement ends early by mutual written agreement; fees reflect completed stages (intake, observation, draft).
Non-refundable items
- Deposits marked non-refundable in the statement of work after access credentials have been issued and observation has begun
- Completed stages already delivered (accepted drafts, final reports, completed health-check days)
- Third-party costs pre-approved in writing (for example, specialised lab access) once incurred
Process
Email hello@endpoint-pulsebase.digital with your engagement reference, reason, and preferred resolution. We confirm receipt within two business days and aim to decide within 10 business days.
Processing time and method
Approved refunds are returned to the original payment method within 10 business days of approval, unless another method is agreed in writing.
Cancellation by the client
Cancel in writing. If cancellation arrives more than 10 business days before the scheduled start, deposits may be credited to a rescheduled date within three months. Later cancellations may forfeit the deposit if we have declined other work or completed preparation.
Rescheduling
One reschedule with at least 5 business days’ notice is usually accepted without fee, subject to reviewer availability. Further moves may incur a reschedule fee stated in the statement of work.
No-shows
If agreed workshops or walkthroughs are missed without notice, that session may be marked complete for billing purposes. A replacement session can be booked at the day rate.
Work already started
Observation notes and partial drafts remain billable for the stages finished. We provide copies of completed stages upon settlement of amounts due.
Contact for refund requests
hello@endpoint-pulsebase.digital · +61 2 5550 5410 · Level 10, 72 Clarence Street, Sydney NSW 2000.