Customer Support & Refund Standards
1. How to request help
For help with access, payment, the assessment, technical issues or a refund request, email [email protected].
Please include your name and checkout email; access reference or Stripe receipt if available; a short description and screenshots where useful; and, for refund requests, the reason and purchase date.
Do not send card numbers, card security codes or account passwords by email. Stripe handles payment-card information directly.
2. Support hours and response standards
Support is provided Monday to Friday, 9:00 am to 5:00 pm Australian Eastern Standard Time (AEST), excluding Queensland public holidays.
| Request type | Initial response | Target next step |
|---|---|---|
| Assessment, account or general support | Within 2 business days | Clear guidance or an investigation update |
| Unable to access a paid assessment | Within 1 business day | Restore access, provide a workaround, or explain the next step |
| Payment, duplicate charge or refund request | Within 1 business day | Confirm receipt and advise what review is required |
| Confirmed refund | Within 5 business days of confirmation | Submit the refund to the original payment method |
These are service targets, not guarantees. Complex technical, payment-provider or legal issues may take longer, but we will keep you updated.
3. Refund requests
The Detailed Warehouse Assessment & Action Plan is a one-time digital service that gives access to a protected assessment immediately after payment.
Change-of-mind requests
We offer a discretionary change-of-mind refund when the request is emailed within 7 calendar days of purchase and the customer has not started the paid assessment.
Once the paid assessment has been started, discretionary change-of-mind refunds are generally not available. We will still consider genuine access or technical problems and work to fix them promptly.
Problems with the service
If you believe there is a problem with the service, contact us first. We will investigate and, where appropriate, restore access, provide a practical remedy, or process a refund.
Nothing in these standards excludes, restricts or modifies rights that cannot be excluded under the Australian Consumer Law. You may have rights to a remedy where the service does not meet applicable consumer guarantees.
How refunds are handled
Approved refunds are returned to the original payment method through Stripe. When a refund is processed, the associated paid-assessment entitlement is revoked and protected-assessment access is no longer available, except where we are required to provide another remedy by law.
4. Keeping records and resolving concerns
We keep a record of support and refund requests so we can investigate and improve the service. If you are unhappy with the outcome, reply to the support email and ask for the matter to be reviewed, including any new information that may help us reconsider the request.
Contact
Warehouse Ops Autopilot
ABN 61 236 274 005
Email: [email protected]