Refund & Payment Policy
Payment models, invoicing and currency, late-payment terms, cancellation, and when a refund applies.
Engagement models
Milestone fixed-price — invoiced on completion, with a typical 5-business-day acceptance window; once accepted, a milestone isn't refundable. Time & materials — invoiced monthly for logged hours at the agreed rate; worked hours are non-refundable except for demonstrable error or breach. Monthly retainer — a fixed advance payment for a set capacity (e.g. 40 hours/month), with unused hours rolling over up to a cap (typically 25%); hours beyond that cap are forfeited.
Invoicing and currency
Invoices default to AUD, with USD, EUR, GBP or INR available by agreement. GST at 10% is added for Australian clients; international clients receive GST-exclusive invoices. Bank transfer is our preferred method; card payments are accepted for invoices under AUD 5,000.
Payment terms
Standard terms are Net 14 days from the invoice date. Alternative terms (Net 30, upfront deposits) can be agreed in the Statement of Work.
Late payment
Overdue invoices accrue interest at 1.5% per month from the day after the due date. We may suspend services after 30 days overdue, and terminate the engagement after 60 days overdue.
Cancellation
Either party can cancel with 14 calendar days' notice. Clients pay in full for accepted milestones, pro-rata for in-progress milestone work, and for all hours worked under a time-and-materials arrangement. Retainer clients receive a pro-rata refund for unused capacity, less any third-party costs already incurred.
When a refund applies
Refunds apply to: unconsumed pre-paid retainer capacity (pro-rata, less third-party costs), a milestone that fails acceptance after reasonable revision attempts, demonstrable double-billing or invoicing errors, and any statutory remedy available under Australian Consumer Law. Refunds don't apply to accepted milestones, time-and-materials hours already worked, consumed retainer capacity, or third-party vendor costs.
Questions about this policy? Contact kris@edgeservers.com.au.
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