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Refund Policy

At Zavora Paraplanning, we are committed to delivering high-quality paraplanning services to financial advisers and ensuring your satisfaction with our work. This Refund Policy outlines the circumstances under which you may request a refund and the terms that apply, in accordance with the Australian Consumer Law (ACL) as governed by the Competition and Consumer Act 2010 (Cth) and enforced in Western Australia.

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1. Legal Rights Under Australian Consumer Law

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Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair if the services you receive:

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  • Are not delivered with acceptable care and skill

  • Are unfit for the intended purpose

  • Do not match the agreed specifications or description

 

These consumer guarantees cannot be excluded, and our refund policy does not override your statutory rights.

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2. Eligibility for Refunds

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Because we provide customised professional services, we generally do not offer refunds for change of mind, cancellation after work has commenced, or dissatisfaction where services have been delivered as scoped and agreed.

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However, refunds (full or partial) may be provided in the following circumstances:

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  • We fail to deliver the agreed scope of work as per the service agreement or engagement letter.

  • There is a significant error or omission in the paraplanning documents that results from our fault and is not rectified in a reasonable time.

  • The service provided is materially different from what was promised.

 

All refund claims will be assessed on a case-by-case basis.

 

3. Timeframe for Refund Requests

 

Refund requests must be submitted within 14 days of receiving the final deliverables. Requests submitted outside this period may not be eligible unless required by law.

 

4. Process for Requesting a Refund

 

To request a refund, please contact us at info@zavora.com.au with:

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  • Your name and business details

  • The date of service

  • A detailed description of the issue

  • Any relevant supporting documentation

 

We aim to respond to all refund requests within 5 business days.

 

5. Outcomes and Resolution

 

If your refund request is approved, we will issue the refund via your original method of payment within 10 business days. In some cases, we may offer:

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  • A revision or correction of the service at no extra charge

  • A partial refund if part of the service was satisfactorily completed

 

6. Changes to This Policy

 

We reserve the right to update this Refund Policy at any time. All changes will be posted on our website with an updated effective date. Your continued engagement with us constitutes your acceptance of the revised policy.

 

7. Contact Us

 

If you have any questions about this Refund Policy or your rights under Australian Consumer Law, please contact:

 

Zavora Paraplanning Services
📧 info@zavora.com.au
🌐 www.zavora.com.au

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