Refund Policy
Offer version: providerqms-offer-v2-20261023. Existing Single Kit and earlier purchase rights preserved.
The canonical guarantee terms preserve the Single Kit refund policy set out here. It forms part of our Terms of Sale. Nothing on this page limits any right you have under the Australian Consumer Law that cannot be excluded.
Single Kit rights: the 48-hour fix-or-refund guarantee
If written feedback from your auditor identifies a Standards-alignment issue in one of our documents, send it to us with that feedback. We update the document within 48 hours, or we refund you.
These Single Kit rights remain for purchases made on these terms. Membership and Done-For-You have the guarantees set out below.
Before you download: 30 days, no questions
If you have not yet downloaded the files, you can request a full refund within 30 days of purchase. Email us with the email address you paid with, or your order number, and we will process it without asking why.
After you download
The kit is a digital product delivered in full at the moment you download it, so a change-of-mind refund is not available once you have it. Instead you get 30 days of email support to help you put the documents to work.
Your rights under the Australian Consumer Law are unaffected by this. If a product is faulty, or is not as we described it, the statutory guarantees still apply and you are entitled to a remedy regardless of what this page says.
What a refund does not cover
We cannot refund an audit result. Your audit is decided by your auditor and the NDIS Quality and Safeguards Commission, not by us — we sell the documents, the evidence system and the judgement behind them, and we have never claimed otherwise. A finding caused by documents that were not implemented, or were customised inaccurately, is not something we can put right with a refund.
Membership and Done-For-You guarantees
Your first Audit-Ready Membership or Done-For-You purchase, annual or monthly, has a 60-day money-back guarantee. Ask within 60 days and we refund what you paid, no questions asked. The Membership document licence ends on refund. For the 48-hour Auditor Feedback Guarantee, send the auditor’s written feedback and our supplied or prepared document. We fix a deficient document within 48 hours of receiving both, or refund the current year’s Membership. Your own edits, missing records and services outside the documents are excluded. We never promise an audit pass. Read both guarantees and their terms.
For the Auditor Feedback Guarantee, send the auditor’s written feedback and the document together. We fix a deficient supplied or prepared document within 48 hours of receiving both; otherwise we refund the current year’s Membership. It does not cover your own edits, missing records or services outside the documents. We never promise an audit pass.
Cancel future renewal in Settings → Billing without a reason or support conversation. Cancellation retains your paid period. Earlier purchases and subscriptions keep their accepted rights; separately purchased kit licences remain in place. Read the complete guarantee terms.
How to request one
Email hq@providerqms.com.au (an earlier contact mailbox) with the email address you paid with, or your order number. We answer within one business day, in writing.
Refunds are returned to the card you paid with, through Stripe. Wani Meridian Pty Ltd is registered for GST. Prices are GST-inclusive, and a refund returns the full GST-inclusive amount you paid.
If we cannot agree
Tell us plainly and we will try again. If that fails, you can contact the ACCC or your state consumer affairs body. These terms are governed by the laws of Victoria, Australia.