Cancellations, Refunds and Delivery
This page explains how to cancel a service, when we give refunds, how refunds are paid and how we deliver goods. It forms part of our Customer Terms.
1. Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you are entitled to cancel and receive a refund, or to a replacement or compensation for the reduced value. For a failure that is not major, we will fix the problem within a reasonable time; if we do not, you can ask for a refund. Nothing on this page limits those rights.
2. Monthly services
This covers internet, phone, mobile, managed IT, hosting and software subscriptions.
- You can cancel at any time by email or phone. Please give 30 days' notice unless your order states a different notice period.
- If your order has a minimum term, any early termination charge is set out in that order. We do not charge anything that is not in your order.
- Services are billed monthly in advance. When you cancel, we stop billing from the end of your notice period. If you have prepaid for time after that date, we refund it.
- If you are moving your phone number to another provider, keep the service active until the transfer is complete. Cancelling first can mean losing the number.
3. Projects, design, printing and custom work
- Your quote sets out any deposit and payment milestones.
- If you cancel before we start, we refund any deposit in full. If you cancel after we start, we charge for the work done and costs we have committed to, and refund the rest of what you have paid.
- Goods made to your specification, such as signs, printed material and custom builds, cannot be returned because you changed your mind. They are still covered by the consumer guarantees in section 1.
4. Hardware
- Faulty or not as described: contact us. We will arrange a repair, replacement or refund in line with section 1, and help with any manufacturer warranty claim.
- Change of mind: we accept returns within 14 days of delivery if the item is unused, in its original condition and packaging, and was not ordered or configured specially for you. Return freight is your cost unless the item is faulty.
- Software licences and subscriptions that have been activated cannot be returned for change of mind.
5. How refunds are paid
- We refund to the original payment method wherever possible.
- Card payments are refunded through our payment provider, Revolut. We process approved refunds within 2 business days. Your bank or card issuer may then take a further 5 to 10 business days to show it on your statement.
- Bank transfer and PayID payments are refunded to the account they came from. If we need to pay a different account, we confirm the details with you by phone first.
- If we have charged you in error, or charged twice, we refund the full amount as soon as we confirm it.
6. Delivery and collection
- We deliver within Australia. We confirm freight costs and estimated delivery times before you pay. Most in-stock items are dispatched within 2 business days of payment.
- You can collect from our Balcatta office by arrangement.
- Equipment we install or set up is delivered as part of that work, on the date we agree with you.
- If an item arrives damaged, please tell us as soon as possible, ideally within 2 business days, and keep the packaging. We will arrange a replacement or refund.
- Ownership passes to you when we receive payment in full, and risk passes on delivery or collection.
7. How to ask for a cancellation or refund
Email mirai@mirai.com.au or call 08 6300 4000. Please include your name, business name and the invoice or order number. We acknowledge requests within 2 business days.
8. If you are not satisfied
Please contact us first so we can try to fix it. If you are still not satisfied, you can contact Consumer Protection WA (www.consumerprotection.wa.gov.au, 1300 304 054).
Contact
Mirai Technologies Pty Ltd (ABN 73 703 187 008)
Unit 5, 10 Geddes Street, Balcatta WA 6021
Phone: 08 6300 4000 · Email: mirai@mirai.com.au