WoolTech Refund and Returns Policy
1. About This Policy
1.1 This Refund and Returns Policy explains how refunds, returns, credits, cancellations, disputed payments and related requests are handled for Wool Technology PTY LTD (ACN 679 334 331, ABN 23 679 334 331) trading as Wool.Tech, WoolTech and wool.tech (WoolTech, we, us or our).
1.2 This Policy forms part of the WoolTech Terms of Service and should be read together with the WoolTech Payment Terms, Fee Schedule, Job and Quote Terms, Worker Report Terms and any written terms that apply to a particular job, subscription, platform fee, service, product, promotion or transaction.
1.3 Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.
2. WoolTech’s Role
2.1 WoolTech provides an Australian wool-industry marketplace, job-operations, record-keeping, quote, crew-management, work-reporting, payment-record and related technology platform for farmers, contractors and workers, including through wool.tech and marketplace.wool.tech.
2.2 Unless WoolTech expressly agrees otherwise in writing, WoolTech is not a party to the underlying shearing, wool handling, contracting, worker, employment, labour, farm services or other work arrangement between farmers, contractors, workers or other users.
2.3 This means refund and cancellation outcomes for user-to-user jobs, quotes, work, deposits, call-out fees, travel, accommodation, minimum payments, no-shows, delays, incomplete work, disputed work, overpayments or underpayments are generally matters for the relevant users to agree and resolve between themselves, subject to applicable law and any Platform workflow that applies.
3. Refunds of WoolTech Fees and Charges
3.1 WoolTech may charge platform fees, service fees, subscription fees, marketplace fees, payment-processing fees, administration fees, premium feature fees, commission-based fees or other WoolTech charges shown through the Platform, website, Fee Schedule, Payment Terms, invoice or written agreement.
3.2 WoolTech will provide a refund, credit, waiver, reversal or other remedy for WoolTech fees where required by law, where required by the applicable terms, or where WoolTech decides to do so as a goodwill or discretionary outcome.
3.3 Unless required by law or expressly stated in the applicable terms, WoolTech fees are not automatically refundable merely because:
you change your mind;
you stop using the Platform;
you no longer need the relevant feature;
you choose to arrange payment outside WoolTech;
a job is cancelled, postponed, varied or disputed between users;
a farmer, contractor, worker or other user does not perform as expected;
you did not use all of the features available to you; or
you failed to cancel a subscription, trial or paid feature before renewal.
3.4 Any discretionary refund, credit, waiver or reversal by WoolTech in one case does not require WoolTech to provide the same outcome in another case.
4. User-to-User Payments, Job Cancellations and Work Disputes
4.1 Unless WoolTech expressly states otherwise, WoolTech is not responsible for refunding amounts paid by one user to another user for jobs, work, quotes, deposits, cancellation fees, call-out fees, travel, accommodation, crew costs, worker payments, contractor payments or other user-to-user arrangements.
4.2 Users should agree cancellation, refund and payment consequences before confirming a job or quote, including what happens if sheep numbers change, weather delays work, livestock is not ready, access is unavailable, a shed is unsuitable, a crew is unavailable, a user does not attend, work is incomplete, a job is postponed, or a job record is disputed.
4.3 Where the Platform allows users to record, communicate, approve, reject, dispute or adjust a job, quote, work report, payment record or cancellation outcome, users are responsible for ensuring that the information they submit is accurate, complete and authorised.
4.4 WoolTech may provide administrative support, records, audit trails, communication tools or payment-provider information to help users understand or resolve a dispute, but WoolTech is not required to decide the legal merits of a dispute between users unless WoolTech expressly agrees or applicable law requires otherwise.
5. Returns of Physical Goods or Materials
5.1 WoolTech is primarily a digital platform. In most cases, there will be no physical goods to return to WoolTech.
5.2 If WoolTech supplies physical goods, printed materials, merchandise, hardware, signage, equipment, promotional items or similar materials, any return process will be explained at the time of supply or by WoolTech support.
5.3 Unless required by law or expressly agreed by WoolTech, returned physical items must be returned within the period specified by WoolTech, in reasonable condition, with proof of purchase or supply, and using the return process reasonably nominated by WoolTech.
5.4 Users are responsible for return postage, freight, insurance, packaging and transit risk unless WoolTech is responsible under applicable law or WoolTech expressly agrees otherwise.
6. Digital Services, Subscriptions, Trials and Credits
6.1 Digital services, subscriptions, paid features, premium features, trials, promotions, credits and fee waivers may have additional terms shown at sign-up, in the Platform, in the Fee Schedule, in the Payment Terms or in another written notice.
6.2 Unless required by law or expressly stated otherwise, refunds are not provided for unused subscription periods, unused credits, partial months, unused paid features, account inactivity, failure to cancel before renewal, or dissatisfaction caused by user circumstances rather than a failure by WoolTech to provide the relevant service with due care and skill.
6.3 Credits have no cash value, are not transferable and may only be used for the Services and within the period specified by WoolTech, unless WoolTech states otherwise or applicable law requires otherwise.
7. Payment Provider Fees, Chargebacks and Reversals
7.1 Some payments may be processed by third-party payment providers, banks, card issuers or financial institutions. Their terms, processing times, refund rules, chargeback rules, fees and verification processes may apply.
7.2 WoolTech may be unable to refund payment-provider fees, card fees, bank fees, chargeback fees, foreign-exchange costs or other third-party charges unless required by law or unless the relevant provider reverses those amounts.
7.3 Users must not make false refund claims, misuse chargebacks, reverse payments improperly, submit inaccurate job or payment records, or use payment processes to avoid lawful payment obligations or WoolTech fees.
8. Australian Consumer Law
8.1 WoolTech services come with consumer guarantees that cannot be excluded under the Australian Consumer Law where that law applies. For services, these include guarantees that services will be provided with due care and skill, will be fit for a disclosed purpose, and will be supplied within a reasonable time where no time is set.
8.2 If WoolTech fails to meet a consumer guarantee and the failure is major, you may be entitled to cancel the service and receive a refund for the unused portion or compensation for the reduced value of the service, depending on the circumstances. If the failure is not major, WoolTech may be entitled to fix the problem within a reasonable time.
8.3 WoolTech is not required to provide a refund or return merely because you changed your mind, found an alternative service, decided you no longer need the service, caused the problem, or knew about the issue before acquiring the service, unless WoolTech has offered a specific change-of-mind refund right or applicable law requires otherwise.
8.4 This Policy must be read subject to any non-excludable rights and remedies you may have under the Australian Consumer Law.
9. How to Request a Refund, Return, Credit or Payment Review
9.1 To request a refund, return, credit, fee waiver, payment correction or payment review, contact WoolTech through the support or contact channels shown on the Platform or website.
9.2 Please include enough information for WoolTech to review the request, such as your name, account email, business name, job or quote reference, invoice or receipt, payment date, amount, reason for the request, relevant records, screenshots and any communications with the other user.
9.3 WoolTech may ask for further information before deciding whether a refund, return, credit, waiver, reversal, correction or other action is available.
10. Timing of Refunds
10.1 Approved refunds will usually be processed back to the original payment method where possible, unless WoolTech reasonably decides another method is appropriate or required.
10.2 Refund timing may depend on WoolTech’s review process, the payment method, payment provider processing times, bank processing times, fraud checks, chargeback processes, identity verification, compliance checks or information provided by users.
11. Changes to This Policy
11.1 WoolTech may update this Policy from time to time in accordance with the Terms of Service and applicable law.
11.2 The version published on or through the Platform will apply from its stated effective date or last updated date, unless WoolTech states otherwise.
12. Contact
12.1 If you have questions about this Policy, contact WoolTech at [email protected] or through the support/contact channels made available on the Platform or website.