Purchase & Refund Policy

1. About This Policy

This Purchase and Refund Policy sets out the terms governing purchases of services from GG Investors Pty Ltd, trading as Iverel ("Iverel", "we", "us"). This policy is subject to the Australian Consumer Law ("ACL") contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Our services come with guarantees that cannot be excluded under the ACL. Nothing in this policy limits your rights under the ACL.

2. Our Pricing Model

2.1 Fixed-Price Projects

Iverel operates primarily on a fixed-price model. Each project receives a detailed, itemised quote specifying:

• The exact scope of work and deliverables.
• The total investment (excluding GST).
• The payment schedule.
• The estimated timeline.

The quoted price will not change unless you request a change to the agreed scope (see Section 5).

2.2 Retainer / Partnership Plans

For ongoing support and maintenance, Iverel offers retainer-based plans:

2.3 Hourly Engagements

For ad-hoc consulting, advisory, or training services: $150/hour (excl. GST). Billed in 15-minute increments. Time estimates provided in advance.

2.4 GST

All prices are quoted exclusive of GST. GST of 10% applies to services provided within Australia per the A New Tax System (Goods and Services Tax) Act 1999.

3. Payment Terms

3.1 Fixed-Price Payment Schedule

• 20% commencement payment — due upon acceptance of the proposal, before work begins.
• 80% UAT gate payment — due when the solution is delivered for User Acceptance Testing.
• Alternative milestone-based schedules may be agreed for larger projects.

3.2 Retainer Payments

Retainer fees are invoiced monthly in advance on the 1st of each month (or the next business day).

3.3 Payment Methods

We accept: bank transfer (EFT), credit card (via Stripe), and PayPal.

3.4 Invoice Terms

Invoices are due within 14 days of issue. All invoices include ABN, GST breakdown, and service description per ATO requirements.

3.5 Late Payment

Invoices unpaid after 14 days may incur:

• Interest at 2% per month on the outstanding balance.
• Suspension of work until payment is received.
• Recovery costs if debt collection is required.

4. Your Rights Under Australian Consumer Law

4.1 Consumer Guarantees

Under the ACL, services provided by Iverel come with guarantees that cannot be excluded:

• Due care and skill (s.60): services will be provided with due care and skill.
• Fit for purpose (s.61): services will be reasonably fit for any particular purpose you make known to us.
• Reasonable time (s.62): services will be provided within a reasonable time.

4.2 Major Failure

Under s.268 of the ACL, a failure is "major" if:

• The services would not have been acquired by a reasonable consumer fully aware of the nature and extent of the failure.
• The services are substantially unfit for their normal purpose and cannot easily and within a reasonable time be made fit.
• The services are substantially unfit for a specific purpose made known to us and cannot reasonably be expected to achieve that purpose.
• The services create an unsafe situation.

If there is a major failure: You are entitled to cancel the service and receive a refund for any unconsumed portion, OR receive compensation for the drop in value of the services.

4.3 Minor Failure

A failure that does not meet the criteria for a major failure is a minor failure.

If there is a minor failure: Iverel will remedy the failure within a reasonable time at no additional cost. If we fail to remedy the issue within a reasonable time, you may have the issue fixed elsewhere and recover reasonable costs from us, or cancel the service.

4.4 What Is NOT a Failure

The following do not constitute a service failure:

• Changes in third-party services (API changes, platform updates, pricing changes) that affect the solution but are outside our control.
• Issues caused by the Client modifying the delivered solution without Iverel's involvement.
• Issues caused by the Client's own systems, data, or infrastructure.
• Features or functionality not included in the agreed scope.
• AI model behaviour that produces occasional variations in output quality (an inherent characteristic of AI systems, documented in the Service Agreement).

5. Scope Changes and Variations

5.1 Change Requests

If you request changes to the agreed scope during a project:

• We will provide a written estimate for the additional work ("Change Request").
• No additional work begins until you approve the Change Request in writing.
• Approved Change Requests are priced and invoiced separately.

5.2 Scope Reduction

If you wish to reduce the project scope after commencement:

• Fees for work already completed are non-refundable.
• Iverel will provide a revised quote for the reduced scope.
• Any difference between payments made and the revised total will be refunded within 14 days.

6. Cancellation Policy

6.1 Cancelling Before Work Begins

If you cancel before any work has commenced:

• The commencement payment (20%) is refundable minus a $500 administration fee covering proposal preparation, planning, and resource allocation.
• If no commencement payment has been made, no fees apply.

6.2 Cancelling During a Project

If you cancel after work has commenced:

• Fees for work completed up to the cancellation date are non-refundable. These will be calculated on a pro-rata basis relative to the project completion percentage.
• Any unearned fees (payments for work not yet completed) will be refunded within 14 days.
• Iverel will deliver all completed and in-progress deliverables within 14 days of cancellation.

6.3 Cancelling a Retainer

• Standard plan (no lock-in): cancel anytime with 30 days written notice. No early termination fee.
• Partnership 12 plan: 12-month minimum commitment. Early termination fee: difference between Standard rate ($750) and Partnership 12 rate ($500) × months served, payable within 14 days.
• Partnership 24 plan: 24-month minimum commitment. Early termination fee: difference between Standard rate ($750) and Partnership 24 rate ($300) × months served, payable within 14 days.

6.4 Cancellation by Iverel

Iverel may cancel an engagement in the following circumstances:

• Non-payment of invoices exceeding 30 days overdue despite written reminders.
• Material breach of the Terms and Conditions by the Client.
• Client-initiated delays exceeding 60 days that prevent project progress.

In such cases, fees for completed work are due and no refund applies to work already performed.

7. Refund Process

7.1 How to Request a Refund

To request a refund, contact us at [email protected] with:

• Your name and company name.
• The project or service reference number.
• A description of the issue or reason for the refund request.

7.2 Assessment

We will assess your refund request within 7 business days and respond with our determination. Where applicable, we may request additional information or propose a remedy.

7.3 Refund Method

Refunds are processed via the original payment method. If the original payment method is no longer available, we will arrange an alternative (e.g., bank transfer).

7.4 Refund Timeframe

Approved refunds are processed within 14 business days of approval. Bank processing times may add an additional 3–5 business days.

7.5 Disputes

If you disagree with our refund determination, you may escalate through our dispute resolution process (see Terms and Conditions, Section 14), or contact the ACCC or your state/territory consumer protection agency.

8. Partial Deliverables

8.1 If a Project Is Cancelled Mid-Way

When a project is cancelled after partial completion:

• All completed deliverables are provided to the Client.
• In-progress work is provided in its current state ("as-is").
• IP rights transfer per Section 5 of our Terms and Conditions, subject to payment for the completed work.
• Iverel has no obligation to complete in-progress deliverables after cancellation.

8.2 Deliverable Handover

Deliverables include source code, documentation, configuration files, and any other materials created as part of the engagement. Handover occurs within 14 days of cancellation.

9. Satisfaction Guarantee

9.1 Our Commitment

Iverel is committed to delivering solutions that meet the agreed scope and specifications. If the delivered solution does not meet the acceptance criteria defined in the Service Agreement:

• We will work with you to identify and resolve issues at no additional cost during the UAT period.
• The UAT period is defined in each Service Agreement (typically 2–4 weeks).

9.2 What This Does Not Cover

The satisfaction guarantee does not extend to:

• Subjective preferences not reflected in the agreed acceptance criteria.
• Issues arising from changes to the Client's systems or requirements after delivery.
• Third-party service limitations or changes.
• Requests for additional features or functionality beyond the agreed scope.

10. Warranty Period

10.1 Post-Delivery Warranty

All fixed-price projects include a warranty period during which Iverel will fix defects (bugs, errors, or deviations from the agreed specification) at no additional cost:

• Standard engagements: 90-day warranty from go-live date.
• Partnership 12 clients: 12-month warranty.
• Partnership 24 clients: 24-month warranty.

10.2 Warranty Exclusions

The warranty does not cover:

• Issues caused by modifications made by the Client or third parties.
• Issues caused by changes to the Client's systems, data, or infrastructure.
• Issues caused by third-party API or platform changes.
• Feature requests or enhancements beyond the original specification.
• Issues arising from the Client's failure to follow documented operational procedures.

11. Credit Card Chargebacks

If a chargeback is initiated against a valid charge:

• Iverel will provide evidence to the payment processor demonstrating the validity of the charge.
• Work on any active engagement will be suspended pending resolution.
• If the chargeback is found to be invalid, the Client is responsible for any fees or penalties incurred by Iverel as a result of the chargeback process.

We encourage Clients to contact us directly at [email protected] before initiating a chargeback so we can resolve any concerns promptly.

12. Digital Product Purchases

If Iverel offers digital products (templates, toolkits, guides, or pre-built automation packages):

• Digital products are non-refundable once delivered/downloaded, as they cannot be returned.
• If a digital product is defective or not as described, you are entitled to a remedy under the ACL (replacement or refund).
• Trial or preview versions are provided where available to allow evaluation before purchase.

13. Contact

For unresolved disputes, contact: