REFUNDS AND AUSTRALIAN CONSUMER LAW REMEDIES

Effective 31 August 2026 | Version 1.0

Okapi Migration Services | ABN 40 324 452 686

Contact: info@okapimigration.com | +61 7 5602 4311

1. Statutory rights come first

Nothing in this policy excludes, restricts or modifies a consumer guarantee, remedy or other right that cannot lawfully be excluded. Rights under the Australian Consumer Law may apply in addition to this policy.

2. No blanket change-of-mind promise

Digital products are supplied for immediate or controlled online access. Okapi does not offer a general change-of-mind refund or a generic 30-day money-back guarantee unless a particular product page expressly states an additional voluntary promise. This does not affect statutory rights.

3. When a remedy may be available

Contact Okapi if the purchased product is not supplied, cannot be accessed because of an Okapi-controlled fault, materially differs from its description, contains a material defect, is unfit for a disclosed purpose that Okapi accepted, or otherwise fails an applicable consumer guarantee.

Depending on the circumstances and the law, the remedy may include repair, corrected access, replacement, refund, cancellation or compensation for reasonably foreseeable loss. Okapi will not require a purchaser to surrender a non-excludable right.

4. Minor and major failures

Where a failure can be remedied within a reasonable time, Okapi may first provide corrected access, a repaired file or a replacement. Where the failure is major, cannot be remedied within a reasonable time, or otherwise gives the consumer a statutory choice, the purchaser may be entitled to choose an available refund or replacement and may have further compensation rights.

5. How to request a remedy

Email info@okapimigration.com with the purchaser name, order reference, SKU and version, a description of the problem, relevant screenshots or error messages, and the requested outcome. Do not send passports, visa records or unrelated sensitive case documents. Okapi may verify identity, entitlement and the affected file or transaction.

6. Payment, duplicate and unauthorised transactions

Report duplicate, incorrect or suspected unauthorised charges promptly. Okapi will investigate provider and order records and provide the legally required correction or refund. Chargeback rights and card-provider processes are not excluded.

7. Delivery and access incidents

A pending, cancelled, failed or reversed payment does not create a paid entitlement. If a successful payment did not create the correct entitlement, Okapi will investigate and restore correct access or provide another applicable remedy. Purchaser credential loss or incompatible software is not automatically a product defect, but reasonable access support is available.

8. Product withdrawal and corrections

Okapi may withdraw or suspend a file for material legal, factual, security, privacy or copyright reasons. Existing purchasers will receive an appropriate corrected replacement or remedy where required by law. Okapi will preserve the relevant order, version and entitlement records.

9. Assessment and response

Okapi will acknowledge a remedy request and assess it within a reasonable time having regard to the issue, evidence and statutory requirements. No arbitrary short complaint deadline applies. A purchaser may also contact the Australian Competition and Consumer Commission, a state or territory consumer agency, a tribunal or a court where applicable.

10. Relationship to other documents