Refunds & Returns Policy

Last updated: 9 August 2025

At Tbourke Solutions, we’re committed to fair, transparent outcomes. This policy explains how we handle refunds, returns and service issues for our work across IT support, repairs, cybersecurity, managed IT, networking, and website/hosting. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

1. Your rights under the ACL

If a product or service has a major failure, you are entitled to a refund or replacement (for goods) or a refund or re-supply (for services).
If a problem is not major, we will repair, replace or re-supply within a reasonable time.

2. Scope

Services: Onsite/remote IT support, diagnostics/troubleshooting, data recovery assessments, cybersecurity, managed IT, networking, consulting.
Hardware: PCs, components and peripherals supplied by us or procured on your behalf.
Software & licences: OS/software keys, subscriptions and third-party SaaS.
Web & hosting: Website design, migrations, hosting, SSL and domain services.

3. Services (support, consulting, managed IT, networking)

For minor issues, we will re-perform the work within a reasonable time at no additional cost.
Call-outs/diagnostics cover the assessment time and are not refundable once performed, except where required by the ACL.

4. PC & laptop repairs, parts and DOA

Dead-on-Arrival (DOA): Notify us within 7 days of pickup/delivery. After assessment, we’ll repair, replace, or refund as appropriate.
Manufacturer warranties: We can assist with claims; remedies follow the manufacturer’s terms in addition to your ACL rights.
Damage from misuse, liquid, impacts, or unauthorised changes is not covered.

5. Data recovery & data handling

Assessment fees and attempted recoveries cover engineering time and tools; they are not refundable if no data is recoverable, unless required by law.
Please back up your data before service. We are not responsible for data loss unless otherwise agreed in writing.

6. Software, licences & digital goods

Software keys, subscriptions, SSLs and other digital goods are non-refundable once issued, activated or provisioned, except where required by the ACL or where a major failure is identified.

7. Website, hosting, domains & SSL

Project work (design, build, migrations): Deposits cover planning and initial work; progress payments cover completed milestones. Where there is a major failure, you may be entitled to a refund for the affected portion; otherwise we will remedy and re-supply within a reasonable time.
Hosting & maintenance plans: Cancel any time with 30 days’ notice. We will stop future billing; prior periods are not refundable unless required by law.
Domains & SSL certificates: Generally non-refundable once registered/issued due to third-party provisioning, except as required by the ACL.

8. Change of mind

Change-of-mind returns are not available for services already delivered, custom work, special-order parts, software keys, or digital services. For unopened stocked retail items, we may offer an exchange or store credit within 14 days at our discretion with proof of purchase and packaging intact (this is in addition to your ACL rights).

9. Bookings, cancellations & no-shows

Please give 24 hours’ notice to reschedule or cancel an onsite/remote appointment.
Late cancellations or no-shows may incur a call-out/minimum charge to cover the reserved time.

10. How to request a remedy

Contact us with your job/quote/invoice number, description of the issue, and any photos/diagnostics.
We’ll assess and confirm the appropriate remedy: repair, replacement, refund, or re-supply.
Where a return is approved, we’ll provide drop-off or shipping instructions. Return costs for change-of-mind and misuse are borne by the customer.

11. Contact

Email: contact@tbourke-solutions.com.au
Phone: 0426 226 763
Location: Hillside, Melbourne, Australia

This policy applies alongside our Terms and Privacy Policy. Your statutory rights under the Australian Consumer Law remain unaffected.