1. Your consumer guarantee rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be provided with due care and skill and be fit for any purpose we have agreed with you. If we fail to meet a consumer guarantee, you are entitled to a remedy. For a major failure, you may cancel and obtain a refund, or keep the service and seek compensation for any drop in value. For a failure that is not major, we may choose to fix the problem, for example by re-running or correcting your review, within a reasonable time.
2. Change of mind
Because our services begin promptly and rely on automated processing, the following applies to change-of-mind requests:
- First Light and other near-immediate reviews: once your report has been generated and delivered, we are unable to offer a change-of-mind refund, because the service has been performed. If you contact us before the report is generated, we will refund you in full.
- Bright Signal, Full Flight and other multi-stage services: if you cancel before we begin work, we will refund you in full. If you cancel after work has begun, we will refund the portion of the fee for work not yet performed, less any third party costs we have already incurred on your behalf.
3. Third party costs
Some costs, once incurred, cannot be recovered and are non-refundable, including ISBN purchase, distribution set-up and other third party charges made on your behalf as part of Full Flight. We will tell you before incurring significant non-refundable costs.
4. Faulty or unsatisfactory service
If you believe the service did not meet a consumer guarantee, contact us at info@wildheartspublishing.com.au with your order details and a description of the issue. We will assess it promptly and, where a remedy is due, provide a repair, resupply or refund as appropriate.
5. How to request a refund
Email info@wildheartspublishing.com.au with your order number. We aim to respond within 3 business days. Approved refunds are made to your original payment method.
6. Your statutory rights
Nothing in this policy limits any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.