Refund Policy

Last updated: August 2026

This page is the canonical statement of our refund policy. It forms part of our Refund Policy. Nothing on this page limits any right you have under the Australian Consumer Law that cannot be excluded.

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.

This is the guarantee shown at checkout and it is the one that governs. It has been used once, ever — requested, and paid.

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 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.

How to request one

Email [email protected] with your order number. A person reads it and replies in writing, usually the same business day.

Refunds are returned to the card you paid with, through Stripe. Axior Labs Pty Ltd is not registered for GST, so no GST applies to your purchase or to any refund of it.

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.