Refund Policy

About This Policy

Our goal is transparency, fairness and clear communication for every client. This policy applies to all products and services purchased through our website.

Where you have signed a written proposal, order form or service agreement for a project, the cancellation and refund terms in that agreement apply to that project. This page describes our general position where no such term applies.

Interpretation and Definitions

Words with capitalised initials have the meanings defined below. These definitions apply equally whether they appear in singular or plural form.

For the purpose of this Refund Policy:

• Company (referred to as "the Company", "We", "Us" or "Our") refers to Kangaroo Book Publisher, Perth WA, Australia.
• Goods refers to any items or digital services offered for purchase through our platform.
• Order means a request made by You to purchase Goods from Us.
• Service refers to the Website and the products or services offered through it.
• Website refers to Kangaroo Book Publisher, accessible from kangroobookpublisher.com.au.
• You means the individual, business or legal entity accessing or using the Service.

Your Order Cancellation Rights

You may cancel your order within 45 days of purchase without providing a reason.

The 45-day cancellation window begins on the date you received your Goods, or on the date a third party other than the carrier takes possession on your behalf.

To cancel an order you must notify us through a clear written request. Sending a cancellation request is what starts the process; work already scheduled continues until we confirm the cancellation with you in writing.

How to Request a Refund

Write to us at the email address below with your name, the email address used for the order, the order or invoice number, and a short description of what you would like refunded and why.

We aim to acknowledge every request within two business days and to tell you the outcome, or what further information we need, within ten business days of acknowledging it.

Work Already Carried Out

Publishing services are delivered by people working to a schedule, so a refund reflects the stage your project has reached.

• Where no work has begun, the amount paid for the cancelled service is refunded in full.
• Where a project is under way, the refund is calculated on the stages not yet started.
• Where a stage has been delivered and approved, that stage is treated as complete.

We will set out this calculation in writing before any refund is processed, so you can see what has been counted as delivered.

Items That Cannot Be Refunded

Some costs are paid to third parties on your behalf and cannot be recovered once they have been incurred. These include printing runs already sent to production, ISBN or registration fees, narrator fees for recording already completed, paid advertising already placed, and platform or retailer charges.

Where a third-party cost forms part of your package, we will identify it before it is incurred.

Revisions Before a Refund

If the concern is with the quality of a deliverable rather than the service as a whole, tell us. Most issues are resolved through the revision rounds included in your package, and we would rather correct the work than end the project.

Asking for a revision does not affect your right to request a refund afterwards.

How Refunds Are Processed

Approved refunds are returned to the original payment method. Once processed, the funds usually appear within five to ten business days, depending on your bank or card provider.

We do not charge a fee for processing a refund.

Your Rights Under Australian Consumer Law

Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or replaces those guarantees.

If a service is not supplied with due care and skill, or is not fit for a purpose you told us about, you may be entitled to a remedy under that law, including a refund, regardless of the timeframes described on this page.

Changes to This Policy

We may update this Refund Policy from time to time. The version published on this page at the time of your purchase is the version that applies to that purchase.

Contact Us

If you have any questions about this Refund Policy, or you would like to request a refund, please get in touch using the details below.