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Refund Policy

Effective date: 17 December 2025
Jet CX provides professional consulting services. Because our work is often customised and delivered over milestones, refunds are handled under this policy and any applicable agreement (Proposal or SLA)we may update this policy from time to time. current policies will always be advertised on our website. www.jetcx.com.au

A legal disclaimer - Refund Policy
This Refund Policy is intended to explain how Jet CX approaches refunds for our services. It operates in addition to, and does not replace or limit, any rights or remedies you may have under the Australian Consumer Law or other non-excludable laws.
Nothing in this Policy is intended to exclude, restrict or modify any statutory guarantees or protections that cannot be excluded by law. Where there is any inconsistency between this Policy and your non-excludable legal rights, your legal rights will prevail
Australian Consumer Law
Nothing in this Refund Policy limits your rights under the Australian Consumer Law. If a consumer guarantee applies and has not been met, you may be entitled to a remedy.
Deposits
Unless otherwise agreed in writing, Jet CX may require an upfront deposit before work begins or capacity is reserved.
Deposits may be non-refundable once work commences, except where required by law or expressly agreed in writing.
Change-of-mind refunds
  • Jet CX does not generally offer change-of-mind refunds for:

  • services already delivered
  • work already commenced (including discovery, workshops, drafting, review cycles)
  • time reserved and scheduled for your project

30-day milestone billing

Projects are typically invoiced in 30-day milestones, unless otherwise negotiated and confirmed in writing. If a project is paused or delayed due to Client availability or delayed inputs, milestone dates may be adjusted accordingly.

Rescheduling sessions

We’ll do our best to accommodate reschedules. Where workshops/sessions are cancelled with less than 48 hours’ notice, Jet CX may charge a reasonable fee (or treat the session as delivered) to cover allocated time.

Cancellations and early termination

If you cancel an engagement after commencement: Jet CX may retain amounts covering work completed up to the cancellation date, plus any approved non-cancellable costs incurred (e.g., tools/licenses purchased specifically for the project).
If a milestone invoice has been issued, it remains payable for work completed and capacity reserved (unless otherwise agreed).

How to request a refund or remedy

  • To request a refund or remedy, email us with:
  • your business name
  • invoice number(s)
  • a clear description of the issue
  • the outcome you’re seeking
  • We may ask for supporting details so we can assess your request fairly and quickly. Refund enquiries: hello@jetcx.com.au
Our Make it Right Commitment

Love it or we’ll tune it

If it’s not landing the way it should, we’ll tune it.Within 14 days of handover, you can request a complimentary refinement round to ensure the deliverables are practical, clear, and usable for your frontline team. Our job isn’t “done” until it works in the real world.
We don’t do “deliver and disappear.”
If on the rare occasion something we’ve built with you isn’t working the way it should, we’ll come back and make it right.
How it works
Tell us within 14 days of delivery what isn’t landing (simple examples help—tickets, screenshots, call notes). We’ll check it against the agreed scope and acceptance criteria. Then we’ll run a Make-It-Right Sprint to refine the deliverables until they’re clear, usable, and frontline-ready.

What’s included

Refinements to Jet CX deliverables such as:
  • frontline workflows & decision trees
  • knowledge base articles & scripts
  • escalation steps & handover rules
  • macros/templates & comms guides
  • QA checklists and coaching aid
What’s not included:
To keep it fair, this promise doesn’t cover:
  • New requirements introduced after sign-off (new scope)
  • Major changes caused by internal processes not being followed post-deploy
  • Delays where we’re waiting on access, approvals, or required info from your side
  • Backend system rebuilds or custom software development (unless agreed in writing at the initial contract/SLA)
Bottom line: If it’s in scope and it’s ours, we’ll fix it—so your team can run smoother, faster, and with confidence.