Refund & Cancellation Policy

At Nison & Co, we want you to be completely satisfied with our services. This Refund & Cancellation Policy outlines your rights and our obligations under the Australian Consumer Law (ACL). Nothing in this policy limits your statutory consumer rights.

1. Maths Academy — Tutoring Services

1.1 Individual Session Cancellations

When You Cancel	What Happens
More than 24 hours before	Full refund or free reschedule — no charge
Less than 24 hours before	Full session fee applies — no refund
No-show (no prior notice)	Full session fee applies — no refund
Tutor cancels	Free reschedule at your preferred time, or full refund
Emergency (illness, family crisis)	Handled case-by-case — we will always be fair

1.2 Pre-Paid Session Packages

• If you have pre-paid for a block of sessions (e.g., a 10-session package):
• Unused sessions: refundable at any time, minus sessions already delivered
• Early termination: used sessions will be charged at the standard individual rate (not the package rate). The difference will be refunded.
• Package credits: valid for 6 months from date of purchase unless otherwise agreed
• Expired credits: we will make reasonable efforts to honour expired credits within 30 days of expiry. After that, credits are forfeited.

1.3 Group Classes & Bootcamps

• More than 7 days before start: full refund
• 3–7 days before start: 50% refund or credit towards another program
• Less than 3 days before start: no refund (you may transfer your spot to another student)
• Program cancelled by us: full refund within 7 business days
• Minimum enrolments: if a group class does not reach minimum enrolment, we will notify you at least 3 days before and offer a full refund or alternative session

1.4 Dissatisfaction with Tutoring

If you feel the tutoring is not meeting your expectations:

1. Talk to us first: contact us within 48 hours after the session. We will discuss the issues and adjust our approach.
2. First session guarantee: if you are not satisfied after your first ever session with us, we will provide a full refund — no questions asked.
3. Ongoing concerns: if issues persist after reasonable adjustments, unused sessions will be refunded in full.

2. Application Development Services

2.1 Before Work Begins

• If you cancel before any work has started: full refund of any deposit paid

2.2 During the Project

• If you cancel after work has commenced, you will be charged for:
  • All completed and approved milestones
  • Work in progress at the hourly rate specified in the project proposal
  • Any third-party costs already incurred on your behalf (e.g., domain registration, hosting, API subscriptions)
• The remaining balance will be refunded within 14 business days
• All completed work product will be delivered to you upon payment

2.3 After Project Completion

• 30-day warranty: bug fixes and defects against the agreed specifications are addressed at no cost within 30 days of delivery
• Not a refund trigger: change of mind, change of business direction, or requests for additional features not in the original scope are not grounds for a refund
• Non-delivery: if we fail to deliver the agreed project within a reasonable timeframe (including any agreed extensions), you are entitled to a full refund

2.4 Retainer Agreements

• Monthly retainers can be cancelled with 14 days' written notice
• Unused retainer hours do not roll over to the next month unless specified in the agreement
• Refunds for partial months are provided on a pro-rata basis

3. Project Management Consulting

• Before engagement starts: full refund of any deposit
• During engagement: you pay only for hours/days already worked. Remaining balance refunded within 14 business days.
• Retainer: cancellable with 14 days' notice. Pro-rata refund for unused portion.
• Dissatisfaction: contact us within 7 days of the relevant deliverable. We will make reasonable efforts to address your concerns, including re-doing work if appropriate.

4. Digital Products & Online Courses

For digital products sold through our website (e.g., practice exam packs, study guides, online courses):

• Before download/access: full refund within 7 days of purchase
• After download/access: digital products are generally non-refundable once accessed, as they cannot be "returned"
• Faulty products: if a digital product is faulty, corrupted, or substantially different from its description, you are entitled to a full refund or replacement
• Consumer guarantee: under Australian Consumer Law, digital products must be of acceptable quality, fit for purpose, and match their description. If they fail to meet these guarantees, you are entitled to a remedy.

5. How to Request a Refund

To request a refund, please contact us with:

1. Your name and contact details
2. The service or product you are requesting a refund for
3. The reason for your refund request
4. Any relevant invoice numbers or payment references

Contact us at: Nison.co.ecs@gmail.com

We will acknowledge your request within 2 business days and process approved refunds within 7–14 business days via the original payment method.

6. Our Commitment

We believe in fair, transparent dealings. If something goes wrong or you are unhappy with our service, please talk to us. We would rather resolve an issue and keep you as a valued client than lose your trust. Our approach:

• We always try to resolve issues through conversation first
• We honour all refund requests that meet the criteria above
• We comply fully with the Australian Consumer Law
• We never charge hidden fees or penalties

7. Scam Prevention & Client Safety

To protect you and your family from scams, please be aware of the following:

• Official channels only: Nison & Co will only ever contact you from Nison.co.ecs@gmail.com or through our website at www.nisonengineering.com. We will never contact you from random email addresses or unknown numbers asking for payment.
• No upfront payment demands: we will never ask for large upfront payments outside of our standard invoicing process. All payments are documented via official invoices.
• No pressure tactics: legitimate businesses do not pressure you into immediate payment. If something feels wrong, it probably is.
• Verify before paying: if you receive a payment request claiming to be from Nison & Co, verify it by contacting us directly through our website or email.
• Your data is safe: we will never ask for your credit card details via email, text, or phone. Payments are processed only through secure payment platforms.
• Report suspicious activity: if you receive suspicious communication claiming to be from Nison & Co, please report it to us immediately at Nison.co.ecs@gmail.com and to Scamwatch at www.scamwatch.gov.au.

8. Australian Consumer Law Rights

Under the Australian Consumer Law, our services come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have services remedied if they fail to be of acceptable quality and the failure does not amount to a major failure.

For more information about your consumer rights, visit the Australian Competition & Consumer Commission (ACCC) at www.accc.gov.au.

9. Contact

For refund requests, cancellations, or questions about this policy:

• Email: Nison.co.ecs@gmail.com
• Website: www.nisonengineering.com/contact.html
• Location: Melbourne, VIC, Australia