Refunds Policy
Refund Policy
1. Overview Aux Aussie Pty Ltd (“Aux Aussie”, “we”, “our”, or “us”) provides a technology platform that enables customers to place orders with independent merchants, including restaurants, cafés, grocery stores, pharmacies, and other participating businesses. Aux Aussie does not receive, hold, or control customer funds. All customer payments are securely processed through CommBank’s payment platform and are settled directly into the merchant’s nominated bank account. Because the merchant receives the payment directly, only the merchant has the authority to approve or decline refund requests.
2. Refund Requests If you wish to request a refund, you should contact the merchant from whom you placed your order as soon as possible. The merchant will assess your request based on its own policies, the circumstances of the order, and applicable Australian Consumer Law. Aux Aussie cannot approve, reject, or process refunds on behalf of merchants.
⸻ 3. When Refunds May Be Available Subject to the merchant’s assessment, refunds may be considered where: * An incorrect item was supplied. * Items were missing from the order. * The food or products were significantly different from what was ordered. * The order was cancelled by the merchant. * A duplicate payment occurred. * The customer was charged incorrectly. * Other circumstances where a refund is required under Australian Consumer Law.
⸻ 4. Partial Refunds Where appropriate, a merchant may approve a partial refund for: * Missing items. * Incorrect items. * Quality issues affecting only part of the order. * Other circumstances determined by the merchant.
⸻ 5. Full Refunds A merchant may approve a full refund where appropriate, including but not limited to: * The order cannot be fulfilled. * The order is cancelled before preparation. * The merchant is unable to provide the purchased goods or services. * Australian Consumer Law requires a full refund.
⸻ 6. Refund Processing Once a merchant approves a refund, the refund is processed through CommBank’s payment platform back to the original payment method used for the purchase. Refund processing times depend on your financial institution and card issuer and generally take between 3 and 10 business days, although some banks may take longer.
⸻ 7. Delivery Issues Where delivery is provided by the merchant or a third-party delivery provider, refund decisions remain the responsibility of the merchant. Delivery delays caused by traffic, weather, road closures, or other events outside the merchant’s reasonable control do not automatically entitle a customer to a refund.
⸻ 8. Customer Cancellations Cancellation requests are subject to the merchant’s cancellation policy. If food or products have already been prepared, dispatched, or collected, the merchant may refuse the cancellation request.
⸻ 9. Aux Aussie’s Role Aux Aussie provides the ordering, point-of-sale, and payment technology only. Aux Aussie: * does not sell food or products; * does not receive or retain customer payments; * does not decide whether a refund should be granted; * is not responsible for a merchant’s decision regarding refunds. Any refund decision is made solely by the merchant that accepted your order.
⸻ 10. Australian Consumer Law Nothing in this Refund Policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation. Customers remain entitled to any rights and remedies provided by law.
⸻ 11. Contact For refund enquiries, customers should contact the merchant directly. For technical issues relating to the Aux Aussie platform, please contact: Aux Aussie Pty Ltd Email: support@auxaussie.com.au
Phone + 1 493635611