ABS refunds and credits policy

Refunds, credits or exchanges may be provided in the following circumstances: 

• the ABS cancels a product or service in part or in full.
• the client cancels an order for a product or service in part or in full.
• the product is unsatisfactory
• the price varies from that advertised or paid by the client either up or down
• the ABS cancels a product or service and replaces it with a differently priced one
• the person or organisation billed did not originate the charge as a result of fraudulent use of credit cards or other such circumstances.

This policy is subject to any specific licence agreement or contract applicable to specific products and services.

Where a client has paid for a product or service which is not subsequently available, the client is entitled to a full credit or, at the client's request, a refund.

Where a client cancels a subscription product or service in full or in part, the client is entitled to a full credit of that portion of the product or service that has not been delivered.

Where a client cancels a standard product or service in full or in part, the client is entitled to a full credit of that portion of the product or service that has not been delivered.

Where a client cancels a product or service in full or in part, the client is entitled to a full credit of that portion of the product or service that has not been delivered, less the costs already incurred in developing or preparing that product or service.

Unless there is a specific licence agreement or contract in place, the ABS Conditions of sale apply:

"Subject to any warranty which may be implied by law, the Commonwealth's liability to the client for any loss, damage or injury howsoever caused by the Commonwealth, whether due to negligence or otherwise, in relation to a product shall be limited to providing a replacement copy of that product".

Therefore, a refund or credit is not generally applicable. However, where it can be ascertained that the client's dissatisfaction is attributable to error on the part of the ABS, the ABS may allow a refund.

Where the price of a prepaid product or service decreases in accordance with any other ABS policy, prior to the release of the product or service, the client is entitled to a credit of the difference.

If price of a prepaid product or service increases in accordance with any other ABS policy the ABS will not seek to recover the difference.

Proof of purchase is required for purchases for which a refund is sought:

• for purchases receipted through ABS Point of Sale machines, a POS receipt is required;
• for invoiced products, the invoice number is required;
• for credit card purchases, the credit card receipt or tax invoice is required.

The method of refund will be via cheque or credit card transfer only.

For further information, submit an online query using the Contact us form.