Fine print
Refunds, deposits, and cancelled sittings
This notice applies to the assessments we actually offer: application health reviews, alerting hygiene sittings, incident record readings, and retained observation. It does not cover physical goods, software licences, or delivered products, because we do not sell them.
Eligibility
Fees are refundable according to the stages below. Australian Consumer Law rights are not excluded. If a sitting is not provided with due care and skill, talk to us; we will complete the work, re-date it, or refund an appropriate part of the fee.
Timeframe for asking
Ask for a refund or a change of date by email to hello@monitor-pulsepoint.digital as soon as you know the sitting cannot go ahead. We review requests within five working days of the email.
Deposit
A deposit of thirty percent holds a dated review slot. If you cancel more than ten working days before the observation start date, the deposit is returned in full. If you cancel ten working days or fewer before that date, the deposit is kept, because the slot is hard to fill. The remainder of the fee, if already paid, is returned minus work already performed.
Full and partial refunds
If we cancel a sitting for our own reasons and cannot offer a new date you accept, you receive a full refund of sums paid for that sitting. If we have already delivered a written brief, that sitting is complete and the fee for it is not refundable except where Australian Consumer Law requires otherwise.
If observation has begun but the brief has not been delivered, we invoice for days already sat and refund the unused balance. A half-finished record reading is treated the same way: paid for the portion read, remainder returned.
Non-refundable items
Travel booked with your agreement, once tickets or rooms are purchased, is billed at cost and is not refundable from us if you cancel after we have bought them; we will pass through any refund the carrier actually gives. Retained Observation days that lapse unused in a quarter do not roll forward and are not refunded.
Process
Write to hello@monitor-pulsepoint.digital with the sitting name, the date on the estimate, and whether you want a refund or a new date. We confirm the calculation in writing before money moves.
Processing time and method
Refunds are made to the original payment method within ten working days of our written confirmation. We do not refund in cash at the Eagle Street desk.
Cancellation and rescheduling
You may reschedule once, at no charge, if you give at least ten working days’ notice before observation starts. A second change of date is treated as a cancellation of the deposit rule above unless the change is forced by a severity-one incident in your room. We will re-date remaining days after such an incident without treating it as a cancellation, unless the pause exceeds six weeks, in which case either party may end the sitting and settle as for work already started.
No-shows
If nobody from your side attends a booked readout or on-site day, and you have not written ahead, that day is treated as delivered. We will offer one replacement readout within fifteen working days; a second miss is not replaced.
Work already started and materials
Interviews, observation days, and record reading already done are work already started. We do not take ownership of your tickets; there are no purchased materials to return. Draft notes we produced remain our working papers; you receive the brief only when the sitting reaches that stage or when we end early and agree to hand over a partial document.
Contact for refund requests
hello@monitor-pulsepoint.digital
+61 7 5550 4300
Level 12, 77 Eagle Street, Brisbane QLD 4000