On The Reg Team

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Refunds and Disputes

1. Introduction

At On The Reg Team Pty Ltd (OTRT), we strive to ensure customer satisfaction with all our services. This Refund and Dispute Policy outlines our procedures for handling refunds and resolving disputes.

2. Refund Policy

2.1 Eligibility for Refunds

Refunds may be issued under the following conditions:

  • Services not delivered as described in the purchase order
  • Technical issues preventing service delivery (in this case, we will first attempt to reschedule the service)

2.2 Refund Process

To request a refund:

  1. Contact our customer service team within 14 days of the scheduled service delivery date
  2. Provide order details and reason for refund request
  3. Our team will review the request within 5 business days

2.3 Refund Timeframe

Once a refund is approved, it will be processed within 10 business days. The time it takes for the refund to appear in your account may vary depending on your payment method and financial institution.

2.4 Non-refundable Items

Refunds will not be available in the following circumstances:

  • For services that have been delivered (unless in accordance with section 2.1)
  • Within five days of scheduled delivery of service

3. Dispute Resolution

3.1 Raising a Dispute

To raise a dispute:

  • Contact our customer service team via email
  • Provide all relevant details about the issue, including order number and date of service

3.2 Dispute Resolution Process

Our process for resolving disputes is as follows:

  1. We will acknowledge receipt of the dispute within 2 business days
  2. Our team will investigate the issue thoroughly
  3. We aim to propose a resolution within 10 business days of acknowledgement
  4. If you are not satisfied with the proposed resolution, the issue will be escalated to a senior team member for review

4. Contact Information

For refunds or to raise a dispute, please contact us at:

On The Reg Team Pty Ltd
Email: enquiries@ontheregteam.com

5. Changes to This Policy

We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to our website.

Date of last review: 30th September, 2024
Next review due: 30th September, 2025