PostMyDoc Business – Refund Policy

1. About this Refund Policy

1.1 What this policy covers. This Refund Policy explains when you can cancel or change an order, when you are entitled to a refund, replacement or re-supply, and how to ask for one, for orders placed through the PostMyDoc Business Portal. It applies to the B2B service only. The consumer website and consumer app have their own separate arrangements.

1.2 It works with our Terms. This policy forms part of, and should be read with, the PostMyDoc Business Terms of Service (the Agreement), the Privacy Policy and the DPA. Words defined in the Terms have the same meaning here. If there is any inconsistency about the commercial relationship, the Terms prevail; on data-protection matters, the DPA prevails. Nothing in any of those documents limits your rights under the Australian Consumer Law.

1.3 Your statutory rights come first. Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. Where this policy offers you more than the law requires, we honour it; where the law gives you more, the law applies.

1.4 Business use. The Portal is provided for business use. This policy is written for business customers, but the consumer guarantees described in clause 2 can still apply to acquisitions made by a business.

2. Your rights under the Australian Consumer Law

2.1 Consumer guarantees. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. The services we supply — printing your document and arranging its postage — come with guarantees that we will provide them with due care and skill, that they will be reasonably fit for any purpose you have told us about, and that they will be supplied within a reasonable time. The printed item we produce comes with guarantees including that it is of acceptable quality and matches any description we have given.

2.2 When the guarantees apply. Under the Australian Consumer Law these guarantees apply, and cannot be contracted out of, where the goods or services are of a kind ordinarily acquired for personal, domestic or household use, or where the amount payable does not exceed $100,000. Orders through the Portal will generally fall within this, so we treat the consumer guarantees as applying to your orders.

2.3 Major failures — you choose. If there is a major failure with the service we supply, you may cancel the affected order and obtain a refund for the unused part, or keep the order and ask us to compensate you for any drop in value. If there is a major failure with the printed item, you may choose a refund or a replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

2.4 Minor failures — we may re-supply. If a failure is minor and can be put right, we may choose to remedy it within a reasonable time — usually by re-printing and re-posting your order at no charge — rather than giving a refund.

2.5 What makes a failure “major”. A failure is generally major if, for example, the problem cannot be fixed, cannot be fixed within a reasonable time, or is so significant that you would not have placed the order had you known about it. Whether a failure is major or minor is determined by the Australian Consumer Law, not decided unilaterally by us against you.

2.6 Assessing the problem. We may ask you for details, and assess what went wrong, before we provide a remedy. We will not require you to pursue a third party (such as our printer or Australia Post) for a remedy that we are responsible for.

2.7 More information. You can read about your rights under the consumer guarantees on the ACCC website at accc.gov.au.

3. Why timing matters: how the service works

3.1 Print once, post where the order proceeds, and remove from live server storage. When you place an order, we use your PDF file to prepare and print your mail and, where the order proceeds to dispatch, hand the resulting physical item to Australia Post. PDF files held in live server storage are removed by an automated purge that runs hourly once each PDF file becomes more than 24 hours old. If the automated purge is interrupted, removal occurs when the purge next runs successfully. The removal timetable is measured from the age of the PDF file in live server storage and is not conditional on dispatch. A PDF file may therefore be removed before or after dispatch, or where the associated order is cancelled or never dispatched.

Orders placed and paid for, or authorised for invoicing, before 2 pm Australian Eastern Standard Time (AEST) on a business day are ordinarily dispatched on the same business day, subject to the operational requirements stated in the Terms. For this purpose, AEST means Australian Eastern Standard Time at UTC+10 and does not change when daylight saving time applies in an eastern State or Territory or in South Australia.

That cut-off does not apply to orders paid by BECS Direct Debit. A BECS Direct Debit order is held until payment settles, which can take several business days, and is dispatched after settlement is confirmed. The associated PDF file remains subject to the age-based automated purge during that hold.

3.2 Dispatch and deletion are separate events. Once physical mail has been handed to Australia Post, we cannot intercept, recall or alter it. Separately, once a PDF file has been removed from live server storage, we cannot recover or re-send it from the live system. If the PDF file is required again, you must upload it again through an available ordering channel. Temporary operational copies and back-up copies, if any, follow the separate retention periods stated in our Privacy Policy and DPA.

3.3 Why this matters for cancellations and remedies. Printing and dispatch may occur quickly, and physical mail cannot be recalled after handover to Australia Post. The automated purge may also remove a PDF file from live server storage independently of dispatch. These events affect whether an order can be changed or cancelled and whether you need to upload the PDF file again for a replacement or re-supply. They do not limit any consumer guarantee or other statutory right that applies to your order.

4. Cancelling or changing an order

4.1 Change of mind. You do not have an automatic right to a refund simply because you change your mind. However, if you contact us before your order has been marked as dispatched in our system, we will cancel it and refund what you paid in full. We do not charge a cancellation fee.

4.2 How to ask. To cancel or change an order, email us at business@postmydoc.au with your order number as early as possible. We can cancel an order at any time before it is marked as dispatched in our system. Whether we can change an order depends on whether printing has started and whether the relevant PDF file remains available in live server storage. We cannot tell you in advance exactly when these events will occur, so contacting us promptly gives us the best opportunity to act.

4.3 What is possible at each stage.

(a) Before your order is marked as dispatched. We can cancel the order and refund you in full, at no charge. If you need to change an order detail, such as the recipient address, contact us as early as possible. A change is only possible if there is enough time before printing and the relevant PDF file remains available in live server storage. If it has already been removed by the automated purge, you may need to upload the PDF file again.

(b) Once your order is marked as dispatched. The physical item has been handed to Australia Post and cannot be cancelled, changed or recalled. The associated PDF file is removed from live server storage separately under the age-based Burn After Reading Policy. It may be removed before or after dispatch, or where dispatch never occurs.

4.4 Problems we notice. If we spot an obvious problem with an order before printing — for example, a file that will not print correctly — we may pause it and contact you rather than print it.

5. If something goes wrong on our side

5.1 Our responsibility. If we do not meet a consumer guarantee — for example, we print the wrong document, fail to dispatch your order, dispatch it materially late where timing mattered and you had told us, post it to the wrong address because of our error, or the printing is defective or illegible because of something we did — you are entitled to a remedy under clause 2.

5.2 How we put it right. For a minor problem that we cause, or that is otherwise within our control, we will re-print and re-post your order at no charge, as quickly as we reasonably can. For a major failure, you may choose a refund or, where relevant, a replacement, and you may be entitled to compensation for reasonably foreseeable loss. Where a problem is caused by a third party such as Australia Post, clause 7 explains how we handle it.

5.3 Re-supply may require your PDF file. Because the automated purge may remove your PDF file from live server storage before or after dispatch, or where dispatch never occurs, putting a problem right may require you to upload the PDF file again. We will make this as easy as reasonably possible and will not charge you again for an order we got wrong.

5.4 Postage on re-supply. Where a remedy involves re-posting, we will use at least the Australia Post service you originally paid for.

6. If the problem is not something we caused

6.1 Information and choices you give us. We print and post exactly what you upload, to the address and with the options you select. A refund is not generally available where the issue results from your own information or choices — for example, uploading the wrong file or version, a mistake or typo in your document, entering an incorrect or incomplete recipient address, or choosing a postage option that did not suit your needs. In those cases we have supplied the service correctly and the consumer guarantees have been met.

6.2 We will still help where we can. If you realise you have made a mistake, contact us straight away. If your order has not yet entered printing, we will do our best to fix it (see clause 4). Once it has been dispatched we cannot change it.

6.3 Address accuracy. Please check recipient details carefully before you pay. Mail sent to an address you provided that is wrong or out of date is not a failure on our part.

7. Australia Post delivery problems

7.1 Delivery is performed by Australia Post. Our service is to print your document and hand it to Australia Post for delivery. Once we have dispatched it, delivery times and handling are Australia Post’s responsibility and are subject to Australia Post’s own terms and delivery standards.

7.2 We monitor every envelope. We monitor the tracking of every envelope we dispatch. If something looks wrong — for example, an item delivered to the wrong address, returned to sender, a tracked or express item taking unusually long, or an item that appears to be lost — we will proactively contact Australia Post to investigate and, where possible, work out a resolution.

7.3 We deal with Australia Post for you. We lodge enquiries and any compensation claims with Australia Post on your behalf, and we keep you informed of the outcome. You do not need to contact Australia Post yourself.

7.4 How we resolve an Australia Post problem. Because Australia Post’s handling is outside our control, the right resolution depends on what our investigation finds. Where an Australia Post error has caused the problem, we will decide — acting reasonably and with your interests in mind — whether to refund the order, re-print and re-post it to you at no charge, or, in some cases, ask you to pay again for a fresh send. We will explain the outcome and do our best to achieve the best result for you.

7.5 Delays after on-time dispatch. A postal delay by Australia Post is not, by itself, a failure of our service, and a delay in delivery after we have dispatched on time is generally not a basis for a refund of our fees. If you need greater certainty about timing, choose a tracked or express Australia Post option at checkout.

7.6 Your statutory rights are unaffected. None of this limits your consumer guarantees in relation to the service we ourselves supply (see clause 2); those guarantees, and the remedies in clause 5, apply to any failure we cause regardless of anything in this clause.

8. How refunds are made

8.1 Method. Where you are entitled to a refund, we will generally make it using the same method you used to pay. Card payments are refunded to the original card through our payment provider, Stripe.

8.2 Pay-later / credit accounts. If your account is approved for invoicing, a refund is made as a credit to your account or an adjustment to your next statement, rather than as a card refund.

8.3 Partial refunds. Where only part of an order is affected, we may refund or re-supply only the affected part.

8.4 Timing. We process approved refunds promptly. A refund to the original payment method is typically reflected within 5–10 business days, depending on your bank or card issuer.

9. How to request a refund or report a problem

9.1 Contact us. To request a refund or report a problem, email business@postmydoc.au with your order number and a description of what went wrong. If it relates to print quality or the wrong document, tell us as soon as you notice it.

9.2 Tell us quickly, but your rights are not time-barred. Because the automated purge removes a PDF file from live server storage once it becomes more than 24 hours old, we may no longer hold that file in the live system when you report a problem. Removal is not conditional on dispatch and may occur before or after dispatch, or where dispatch never occurs. Reporting a problem promptly helps us investigate it properly. This does not place a time limit on your rights under the Australian Consumer Law.

9.3 What we may ask for. We may ask for details such as the order number, what the problem is and, where it helps, a photo of what was received, so that we can assess it and put it right.

9.4 No need to go elsewhere. For anything we are responsible for, deal with us directly — you do not need to approach our printer or Australia Post yourself.

9.5 Cancelling or refunding an order does not prevent a document-deletion certificate from being generated where the relevant PDF file entered live server storage, was removed by the automated purge and the required system records were created. An eligible certificate may record no dispatch date. Certificate eligibility and access are governed by the Terms and DPA.

10. GST and refunds

10.1 GST status. PostMyDoc is not registered for GST and does not charge GST, so a refund is of the amount you actually paid. If PostMyDoc becomes registered for GST in the future, refunds and any tax invoices or adjustment notes will be handled in accordance with the GST law and clause 9 of the Terms.

11. Changes to this policy

11.1 Updates. We may update this Refund Policy from time to time. Subject to the Australian Consumer Law and any other right that cannot lawfully be excluded, the version that applies to a Business Order is the version in force when we accept that order.

A change that applies only to future Business Orders may take effect when the updated Refund Policy is published or on a later date stated in it.

If a change materially disadvantages you in relation to the ongoing Business account or Services, we will apply the notice process in clause 1.8 of the Terms. We will not apply a change retrospectively to reduce your rights or remedies for a Business Order already accepted.

If an updated Refund Policy gives you greater rights or remedies, we may apply the more favourable provision to an earlier Business Order.

12. How to contact us

PostMyDoc Digital Mailing Service Pty Ltd

trading as PostMyDoc · ACN 697 539 512 · ABN 18 697 539 512

82 Onkaparinga Valley Road, Woodside, South Australia 5244

Refunds and accounts: business@postmydoc.au

Privacy and the DPA: privacy@postmydoc.au

13. Definitions

Words defined in the Terms have the same meaning in this policy. In addition:

“Agreement” means the PostMyDoc Business Terms of Service and the documents it incorporates.

“Australian Consumer Law” means Schedule 2 to the Competition and Consumer Act 2010 (Cth).

“business day” means a day that is not a Saturday, Sunday or public holiday in South Australia.

“Burn After Reading Policy” means our operating commitment that PDF files uploaded through the Business Portal are encrypted in transit and held temporarily in live server storage for printing and fulfilment. An automated purge runs hourly and removes each PDF file from live server storage once it becomes more than 24 hours old. The removal timetable is measured from the age of the PDF file in live server storage and is not conditional on dispatch. A PDF file may be removed before dispatch, after dispatch, or where the associated order is cancelled or never dispatched. Other temporary operational copies and back-up copies follow the separate lifecycles stated in the Privacy Policy and DPA.

“DPA” means the PostMyDoc Business Data Processing Agreement.

“Portal” means the PostMyDoc Business Portal at postmydoc.au/business-dashboard/ and its sub-pages.

“Privacy Policy” means the PostMyDoc Business Privacy Policy.

“Site” means the PostMyDoc website at postmydoc.au, including the business pages.

“Terms” means the PostMyDoc Business Terms of Service.

“we, us, our, PostMyDoc” means PostMyDoc Digital Mailing Service Pty Ltd (ACN 697 539 512), trading as PostMyDoc.

End of Refund Policy — PostMyDoc Business