Refund Policy

This policy explains how cancellations, refunds and remedies work for services purchased from Scale Theorem Pty Ltd (ABN 22 701 342 350). It should be read together with our Terms of Service and your Statement of Work ("SOW").

1. 14-day cooling-off before work begins

You may cancel any engagement within 14 days of payment for a full refund, provided the engagement has not commenced — that is, no sessions have been delivered, no deliverables have been commenced, and no toolkit materials have been accessed. To cancel, email us within the 14-day window. Because fees are payable before work commences and, by executing a Statement of Work, you ask us to begin as soon as payment is received, the full-refund window ordinarily runs from your payment until work commences; once work has commenced at your request, section 2 applies.

2. Consulting engagements and advisory programs

• Once an engagement has commenced, fees for deliverables that have been delivered and accepted are non-refundable, except as required by law or where clause 6 (rectification) or your statutory rights apply.
• If you terminate an engagement in accordance with the Terms of Service, prepaid fees for work not yet commenced are refunded, and work in progress is charged proportionately to completion; the balance of any prepayment is refunded.
• For advisory programs billed per period, you may cancel future periods on 14 days' written notice; the current period is delivered per the SOW, and unstarted prepaid periods are refunded in full.

3. Facilitated sessions, workshops and offsites

• Sessions may be rescheduled without charge with at least 5 business days' notice, or on shorter notice where we can reasonably accommodate it.
• If we cancel or fail to deliver a session, you choose between a full refund of that session or event, or redelivery at a time that suits you.
• Third-party costs for on-site events (such as venues or travel booked at your request) are refundable only to the extent we can recover them.

4. DIY toolkits and digital materials

Toolkit licences may be cancelled for a full refund within 14 days of purchase provided the materials have not been accessed, downloaded or delivered. Once materials have been accessed or delivered, the licence fee is non-refundable except as required by law — digital materials cannot be returned.

5. Operations services (systems we run for you)

Operations services are billed per period against defined output targets stated in the SOW, with fees payable before the period commences. The remedies for any shortfall against target are as stated in the SOW — which may provide for make-good delivery in the following period, a pro-rata credit or refund, or an at-risk fee structure under which no fee is payable for results not achieved. Third-party costs and disbursements remain payable as stated in the SOW. You may cancel future periods on the notice stated in the SOW; prepaid fees for cancelled, unstarted periods are refunded in full.

6. 30-day rectification

Defects in any deliverable identified within 30 days of acceptance are rectified at our cost. This sits alongside — and does not replace — your statutory rights.

7. Consumer guarantees

Where the Australian Consumer Law applies: if a service fails to meet a consumer guarantee, you are entitled to remedies — re-supply or a refund for a major failure, and re-performance (or a refund if we cannot re-perform in a reasonable time) for other failures — plus compensation for reasonably foreseeable consequential loss as the law provides. Equivalent non-excludable remedies under the consumer laws of your own jurisdiction are likewise honoured where they apply.

8. How to request a refund

Email tommy@scaletheorem.com with your name, company, purchase or invoice date, what you purchased, and the reason for the request. We acknowledge requests within 2 business days and process approved refunds within 10 business days, to the original payment method and in the original payment currency. Your bank or card issuer may take additional days to post the funds; exchange-rate movements and third-party transaction fees are outside our control.

9. Chargebacks

If you have any concern about a charge, please contact us first — most issues are resolved within days, and this policy is designed so you never need to dispute a legitimate charge. We respond to all payment-provider disputes with our engagement records.

10. Contact

Scale Theorem Pty Ltd · ABN 22 701 342 350
Unit 2, 13 Landmann Street, Warrnambool VIC 3280, Australia
Email: tommy@scaletheorem.com · Phone: +61 400 067 394