Refunds
This page applies to professional analysis sittings with Listener Vertex Grid — event listener activity analysis, listener inventory, incident reconstruction, and pre-release passes. It does not describe goods, subscriptions, or postal delivery, because we do not sell those.
Eligibility
Fees are for time, reading, and a written account. A refund is available when we have not yet started the reading, when we cancel a sitting we cannot restaff, or when Australian Consumer Law requires a remedy because the service was not provided with due care. A change of mind after the fire-order map has been drawn is not, by itself, a reason for a full refund.
Timeframe for asking
Write to hello@listenervertexgrid.digital within fourteen days of the event you want considered — a cancellation, a missed walkthrough, or a report you believe is not the sitting we accepted. Requests after that window are considered only where the law requires it or where we still hold an unused deposit.
Full refunds
You receive a full refund of sums paid if we decline the brief after taking a deposit, if we cancel and cannot offer a new date you accept, or if we have not begun the reading and you cancel at least five working days before the agreed start. Scoping conversations carry no fee and therefore no refund.
Partial refunds
If you cancel after the reading has started, we refund the unused remainder after deducting time already spent at the day rate of AUD 1,850, against the deposit and any further sums paid. If a report has been delivered, that portion of the fee is earned. If a walkthrough has not yet occurred, we can refund the unused walkthrough time or convert it to a later date.
Non-refundable items
Time already spent reading the application, drawing the grid, and writing delivered pages of a report is earned. Third-party rooms we have had to book because your floor could not host us are non-refundable once the room is charged to us, unless the venue refunds us.
Process
Send the sitting name, the dates, and the reason to hello@listenervertexgrid.digital, or write to Level 7, 84 William Street, Melbourne VIC 3000. We confirm what we have received within two working days and say what we can refund.
Processing time and method
Approved refunds are returned by the same method as the original payment where we can, within ten working days of approval. Bank timelines after we send the funds are outside this desk.
Cancellation by you
Five working days’ notice before the start date: deposit refunded in full if we have not begun. Less notice, or cancellation after the reading starts: partial refund as above. A pre-release pass cancelled after we have held a freeze week for you may be charged for the held days we could not fill.
Rescheduling
One reschedule with at least five working days’ notice is accepted without a fee, subject to a free week on our calendar. Later reschedules, or notice inside five days, may be charged a sitting day if the room cannot be filled.
Deposits
One third of the quoted fee holds the dates. The deposit is credited to the sitting. It is refundable only on the terms in this page.
No-shows
If the counterpart does not attend a booked walkthrough and we cannot fill the time, we charge a sitting day. A second date, if still wanted, is booked as extra time.
Work already started
Once we have opened the build and begun the inventory or reconstruction, the sitting is underway. Stopping then does not unwind the hours. We will send whatever pages exist if you have paid for them; we will not invent a finished report to justify a fee, and we will not delete an honest half-finished map because a brief changed.
Materials
We do not purchase stock for clients. Traces and builds you supply remain yours. Printed copies of a report made for a William Street walkthrough are part of the sitting, not a separate good.
Exceptions
If Australian Consumer Law gives you a remedy we have not listed, that remedy still applies. If a sitting cannot proceed because we cannot obtain access you promised, we may treat the delay as your cancellation after a reasonable chance to restore access.