Consumer remedies

Refund Policy

Effective 19 August 2026

This policy explains our voluntary refund settings and your rights under the Australian Consumer Law. It does not exclude, restrict or modify any consumer guarantee or remedy that cannot lawfully be excluded.

Before processing begins

If you contact us before review work begins, we may cancel the application and refund the service fee, less any non-refundable payment-processing amount we are legally permitted to retain. Cancellation is not guaranteed once documents have entered review.

After processing begins

We generally do not provide a change-of-mind refund after processing starts. A refund is not ordinarily available solely because:

• the submitted document is illegible, incomplete, incorrect, expired or not authentic;
• identity details do not match;
• an official source is unavailable or a result is inconclusive;
• the report contains an adverse or unable-to-verify outcome; or
• an employer, authority or other recipient decides not to accept the report.

When a remedy may be available

Contact us if the service was not supplied with due care and skill, was materially different from its description, was not fit for an expressly agreed purpose, was not supplied within a reasonable time where no time was agreed, or was prevented by our technical failure. Depending on the circumstances and applicable law, the remedy may include correction, re-performance, cancellation, a partial refund or a full refund.

How to request a review

Email hello@clearanceproof.com with your application reference, the email used for payment and a short explanation. Do not email identity documents unless we specifically request them through a secure channel. We may verify your identity and assess the service before deciding the appropriate remedy.

Refund method and timing

Approved refunds are returned through Stripe to the original payment method. Bank processing times are outside our control. Currency movements and fees charged independently by your bank or card provider may not be recoverable from us.