1. Cancellation by the Client
- Before work commences: deposit refundable less any third-party costs already incurred.
- After work commences: fees are payable for time and resources used to the date of cancellation.
- Fixed-fee matters: charged pro-rata against milestones reached.
2. Cancellation by us
We may decline or withdraw from an engagement if authority cannot be confirmed, a conflict of interest arises, instructions are unlawful, or fees remain unpaid after notice. Unused fees are refunded.
3. Where results cannot be obtained
Digital forensic outcomes depend on the data, device condition, encryption and time available. We do not refund fees solely because a result was not obtained, provided the work was performed competently and within scope. Where a result is clearly not achievable, we will tell you before continuing.
4. Australian Consumer Law
Nothing in this policy limits rights you have under the Australian Consumer Law that cannot be lawfully excluded, including consumer guarantees as to acceptable quality and reasonable care and skill.
5. How to request a refund
Use the contact form on this website and reference your matter or invoice number. We respond within seven (7) business days.