Refund Policy

LAST UPDATED 3 AUG 2026

1. Purpose
This policy establishes clear, consistent, and fair procedures for managing product returns and refunds at Agili8. It ensures that all return and refund requests relating to Agili8's extended reality (XR), artificial intelligence (AI), computer vision solutions, and 3D immersive virtual training products and services are handled in a manner that is:

Transparent and fair to customers;
Consistent with Australian consumer protection legislation, including the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law (ACL);
Aligned with Agili8's Information Security Management System (ISMS) and ISO 27001:2022 requirements, particularly regarding data handling during product returns;
Aligned with Agili8's Quality Management System (QMS) and ISO 9001:2015 requirements, particularly regarding operational planning, control of nonconforming outputs, and customer-related processes; and
Protective of Agili8's intellectual property and customer data throughout the returns process.

2. Scope
This policy applies to all Agili8 products and services, including:

Extended reality (XR), augmented reality (AR), and virtual reality (VR) hardware and software solutions;
Artificial intelligence and computer vision modules;
3D immersive virtual "hands-on" training platforms and content;
Remote operations and Health & Safety solutions;
Warehousing and logistics technology products;
Software-as-a-Service (SaaS) subscriptions and licences.

It applies to all staff involved in sales, customer success, technical support, and finance, across all work locations (office and remote). It also applies to all customers and third-party resellers purchasing and/or reselling Agili8 products and services.

3. Applicable Standards and Legislation| Reference | Relevance |

| ISO 27001:2022, Clause 8.1 | Operational planning and control — includes return of assets and data |
| ISO 27001:2022, Annex A, Control 5.9 | Inventory of information and associated assets |
| ISO 27001:2022, Annex A, Control 8.10 | Information deletion — applies to data on returned devices/platforms |
| ISO 9001:2015, Clause 8.1 | Operational planning and control — ensuring the returns process is planned, implemented, and controlled as part of the QMS |
| ISO 9001:2015, Clause 8.2 | Requirements for products and services — understanding and meeting customer requirements related to returns and refunds |
| ISO 9001:2015, Clause 8.7 | Control of nonconforming outputs — managing products or services that do not meet requirements and determining appropriate remedies including returns |
| ISO 9001:2015, Clause 10.2 | Nonconformity and corrective action — addressing root causes of product or service failures that lead to returns and preventing recurrence |
| ISO 9001:2015, Clause 10.3 | Continual improvement — using return and refund data to improve products, services, and processes |
| Competition and Consumer Act 2010 (Cth), Schedule 2 (Australian Consumer Law) | Consumer guarantees, remedies, and refund obligations |
| Privacy Act 1988 (Cth) & Australian Privacy Principles (APPs) | Handling of personal information during returns and refunds |
| Notifiable Data Breaches (NDB) Scheme | Obligations if personal data is exposed during a return |
| Corporations Act 2001 (Cth) | Financial record-keeping for refund transactions |
| Fair Trading Act (state/territory equivalents) | State-level consumer protection obligations |

4. Roles and Responsibilities
Roles and responsibilities are kept practical and may be combined where appropriate as long as there are no conflicts of interest.

| CEO / Document Owner | Final approval of refunds exceeding defined thresholds; policy oversight and compliance. |
| Technical Support/Account Manager | First point of contact for return/refund requests; coordinates assessment and communication with the customer. |
| Technical Lead | Assesses technical eligibility of returns; oversees secure data deletion from returned devices or platforms. |
| Finance | Processes approved refunds; maintains financial records of all transactions. |
| All Staff | Adhere to this policy; escalate complex or disputed returns to the CEO. |

5. Return and Refund Eligibility
5.1 Statutory Rights (Australian Consumer Law)
Agili8 acknowledges and upholds customer rights under the Australian Consumer Law (ACL). Customers are entitled to a remedy (repair, replacement, or refund) where a product or service:

Has a major failure (e.g., does not perform as described, is unsafe, or is significantly different from the sample or demonstration);
Has a minor failure that cannot be remedied within a reasonable time; or
Is not working at all.

These statutory rights apply regardless of any additional policy terms and cannot be excluded.

5.2 Agili8 Product and Service Categories
Hardware ( Equipment):

Eligible for return within 14 calendar days of delivery, provided the item is in original good working condition, unopened, and accompanied by proof of purchase.
Hardware return are only eligible if there is a manufacturing defect that can be traced. Agili8 will assist the customer to liaise with the manufacturer for a replacement.
There is no refund for change of mind for both hardware and software once despatched and used by the customer.
Customers are emailed reminders before the next billing cycle. They will not be charged for the next billing cycle once they inform Agili8 to cancel their software subscription 14 days before the expiry date in writing.
Returns are not accepted for items that have been physically damaged through misuse, or where proprietary Agili8 software has been extracted or reverse-engineered.

Software Licences and SaaS Subscriptions:

Customers may request a pro-rata refund for unused subscription periods where:
A major failure of the platform has been identified and not remedied within 10 business days; or
The service fails to perform materially as specified in the relevant Statement of Work (SOW) or Service Level Agreement (SLA).
Annual subscriptions are not refundable after 30 calendar days from the subscription start date, except where ACL statutory rights apply.
Monthly subscriptions may be cancelled at any time; refunds are not issued for the current billing period unless a major failure applies.

3D Immersive Training Content and Custom Deliverables:

Custom-developed training modules, XR scenarios, and bespoke deliverables are non-refundable once delivered and accepted, unless a major defect under the ACL applies.
Where content has not yet been delivered, a partial refund proportional to work not yet completed may be negotiated in writing.

Remote Operations and Health & Safety Solutions:

Refund eligibility is governed by the terms of the individual customer contract or Scope of Works and our Master Subscription Agreement.
Where no specific terms exist, ACL statutory obligations apply.

5.3 Non-Refundable Items
The following are not eligible for refunds unless Australian Consumer Law statutory rights apply:

Software or training content that has been accessed, downloaded, or used;
Hardware that has been physically modified or damaged through customer misuse;
Services already delivered;
Custom or bespoke development work completed to customer specification.

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6. Returns and Refund Request Process
6.1 Initiating a Request
Customers must submit return/refund requests to Agili8 in writing via:

Email: The designated customer success contact or hello@agili8.com
Written notice: Addressed to the CEO, Agili8, referencing the original order, tax invoice or contract number.

Requests must include:

Customer name and contact details;
Description of the product or service;
Date of purchase or subscription commencement;
Reason for the return or refund request; and
Supporting evidence where applicable (e.g., screenshots, error logs, delivery receipts).

6.2 Assessment and Acknowledgement

Agili8 will acknowledge receipt of all return/refund requests within 2 business days.
Technical support will assess the request against the eligibility criteria in Section 5 and consult the Technical Lead where a product defect is alleged.
Agili8 will provide a written decision within 10 business days of receiving the request.

6.4 Refund Processing

Approved refunds are processed within 5 business days of written approval.
Refunds are issued via the same payment method as the original transaction, unless otherwise agreed in writing.
Finance maintains a record of all refund transactions in accordance with the Corporations Act 2001 (Cth) (minimum 7 years).

6.5 Disputes and Escalation

If a customer disputes Agili8's decision, they may escalate in writing to the CEO.
The CEO will review and respond within 5 business days.
Where a dispute cannot be resolved internally, customers may seek resolution through the Australian Competition and Consumer Commission (ACCC) or the relevant state/territory fair trading office.

7. Information Security Obligations During Returns
The following controls apply to all product returns:
7.1 Data Deletion from Returned Devices

The Technical Lead is responsible for ensuring that all Agili8 intellectual property, software, customer data, and proprietary AI/XR content is securely deleted from any returned hardware prior to reuse, refurbishment, or disposal.
Secure deletion must use approved methods (e.g., crypto-erasure, certified secure wipe) consistent with QP30 Backup Policy and QP16 Data Management Policy.
A deletion certificate or record must be created and retained for a minimum of 5 years.

7.2 Customer Data on Returned Platforms

Where a customer returns a SaaS subscription or platform access, all customer-owned data must be returned to the customer or securely deleted within 30 calendar days of the subscription end date, in accordance with the Privacy Act 1988 (Cth) and the relevant contract terms.
Customers will be notified in writing of data deletion, including the date and method used.

7.3 Notifiable Data Breaches During Returns

If a return event results in or reveals unauthorised access to personal information, this must be reported immediately to the CEO and assessed under the Notifiable Data Breaches (NDB) Scheme and QP23 Incident Response Plan.

7.4 Access Revocation

Upon initiation of a return, the Technical Lead must immediately revoke or restrict customer access to Agili8 platforms, systems, and data repositories as appropriate to the nature of the return.
Access revocation is recorded in the access control log maintained under QP15 Access Control Policy.

8. Quality Management Obligations During Returns
In accordance with ISO 9001:2015, the following quality management controls apply to the returns process:
8.1 Control of Nonconforming Outputs

Where a return is initiated due to a product or service that does not meet specified requirements, the nonconformance is documented and managed in accordance with ISO 9001:2015, Clause 8.7.
The Technical Lead and technical support staff assess the nature and extent of the nonconformance and determine the appropriate remedy (repair, replacement, or refund).
Accepted nonconforming products are not reissued or redistributed without documented CEO approval and, where applicable, customer notification.

8.2 Corrective Action

Where a pattern of returns or a significant individual return indicates a systemic product or service defect, a corrective action is initiated in accordance with ISO 9001:2015, Clause 10.2.
Root cause analysis is performed, corrective actions are assigned to a named owner with a target completion date, and effectiveness is verified before closure.
Corrective action records are retained for a minimum of 5 years and reviewed at Management Review in accordance with QP03 Management Review.

8.3 Customer Satisfaction and Feedback

Return and refund data is monitored as an indicator of customer satisfaction in accordance with ISO 9001:2015, Clause 9.1.2.
Trends in return volumes, reasons for returns, and resolution outcomes are reported to the CEO at least annually as part of the management review process.
Customer feedback received during the returns process is captured and used to support continual improvement of Agili8's products and services.

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9. Record Keeping
All return and refund records must be retained as follows:
| Record Type | Minimum Retention Period | Reference |
|---|---|---|
| Return/refund requests and decisions | 7 years | Corporations Act 2001 (Cth) |
| Financial transaction records (refunds) | 7 years | Corporations Act 2001 (Cth) |
| Data deletion certificates | 5 years | ISO 27001:2022 / best practice |
| Customer correspondence regarding returns | 7 years | Best practice / ACL obligations |
| Access revocation logs | 5 years | ISO 27001:2022 |
| Nonconformance and corrective action records | 5 years | ISO 9001:2015, Clause 10.2 |
Records are stored in Agili8's central document repository (hosted in Australia) and protected from unauthorised access in accordance with QP15 Access Control Policy and QP16 Data Management Policy.
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10. Related Policies and Documents
This policy should be read in conjunction with:

QP08 Customer Process
QP09 Purchasing Processes
QP10 Third Party Management Policy
QP15 Access Control Policy
QP16 Data Management Policy
QP22 Compliance & Auditing
QP23 Incident Response Plan
QP28 Financial Management Policy
QP30 Backup Policy
QP35 Data Protection Policy
QP32 Policy Management & Exception Handling
QP33 Non-compliance & Disciplinary action

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11. Non-Compliance
Failure to comply with this policy may result in:

Breaches of Australian Consumer Law obligations and associated regulatory penalties;
Breaches of Australian privacy legislation, including potential NDB Scheme notification requirements;
Non-conformances identified during ISO 27001 or ISO 9001 audits;
Financial or reputational harm to Agili8; and
Disciplinary action in accordance with QP33 Non-compliance & Disciplinary action.

Non-compliance must be reported to the CEO, who will initiate corrective action and document it in the corrective action log.
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12. Exceptions
Requests for exceptions to this policy must be submitted to the CEO with:

The nature and scope of the exception;
The business justification;
Proposed compensating controls; and
A proposed expiry date.

Approved exceptions are recorded in the Exception Register and reviewed at least annually. Refer to QP32 Policy Management & Exception Handling for the full exception process.
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13. Continual Improvement
This policy will be reviewed annually or when triggered by:

Changes to Australian Consumer Law or privacy legislation;
Changes to Agili8's product or service offerings;
Audit findings or customer complaint trends;
Significant changes to the organisation's structure or systems;
Changes to ISO 27001:2022 or ISO 9001:2015 requirements.

Lessons learned from returns, disputes, audits, and corrective actions are incorporated into updates to this policy and its procedures.
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14. Definitions
| Term | Definition |
|---|---|
| Australian Consumer Law (ACL) | Schedule 2 of the Competition and Consumer Act 2010 (Cth); sets out consumer guarantees and remedies applicable to all Australian businesses. |
| Major Failure | A defect or non-conformance that would have prevented a customer from purchasing the product had they been aware of it, or that prevents the product from performing its primary function. |
| Minor Failure | A defect that does not constitute a major failure and can be remedied by the supplier within a reasonable time. |
| SaaS | Software-as-a-Service — software delivered and accessed via the internet on a subscription basis. |
| Statement of Work (SOW) | A document defining the scope, deliverables, timeline, and acceptance criteria for a specific project or engagement. |
| Crypto-erasure | A method of secure data deletion that renders data unrecoverable by destroying the encryption keys used to protect it. |
| ISMS | Information Security Management System — the framework of policies, procedures, and controls used to manage information security at Agili8. |
| QMS | Quality Management System — the framework of policies, processes, and procedures used to ensure Agili8's products and services meet customer and regulatory requirements. |
| NDB Scheme | Notifiable Data Breaches Scheme — Australia's mandatory data breach notification framework under the Privacy Act 1988 (Cth). |
| Nonconformity | Failure to meet a requirement defined in ISO 9001:2015, ISO 27001:2022, applicable legislation, or Agili8's own policies and procedures. |
| Corrective Action | Action taken to eliminate the root cause of a nonconformity and prevent its recurrence (ISO 9001:2015, Clause 10.2).