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REFUND AND RETURN POLICY
Effective Date: July 2024
Last Updated: November 2025
1. INTRODUCTION & POLICY OVERVIEW
This Refund and Return Policy ("Policy") outlines the terms and conditions under which Kaanha Tech ("we," "us," "our," "Company," "Kaanha Tech," or "White Lions Group Pty Ltd") may process refunds and handle returns for services, products, and deliverables.
By purchasing services or products from Kaanha Tech, you acknowledge that you have read, understood, and agree to this Refund and Return Policy. This policy is effective immediately upon service engagement and remains in effect throughout the engagement period and thereafter.
Important Notice: Our services are largely non-physical, customised AI solutions. Refund eligibility depends on service type, delivery stage, and engagement terms.
2. SERVICE CLASSIFICATION
2.1 Types of Services
Kaanha Tech offers various service categories with different refund eligibility:
Category A: Consulting & Advisory Services
  • AI Strategy Consulting & Roadmapping
  • AI Readiness Assessments
  • Discovery Calls & Initial Consultations
  • Technology Selection Guidance
  • Implementation Planning
Category B: Development & Delivery Services
  • Custom AI Tool Development
  • Data Analysis & Predictive Modeling
  • Workflow Automation Solutions
  • Automated Content Generation Tools
  • Integration & Deployment
Category C: Training & Educational Services
  • Training Programs & Workshops
  • Webinars & Seminars
  • Certification Courses
  • Online Learning Modules
  • Knowledge Transfer Sessions
Category D: Subscription & Ongoing Services
  • Monthly AI Consulting Support
  • Maintenance & Monitoring Services
  • Continued Optimization Services
  • Support Packages & Plans
  • SaaS Platform Access
3. GENERAL REFUND POLICY
3.1 Refund Eligibility Overview
Generally, fees are NON-REFUNDABLE once services begin.
However, refunds may be available in specific circumstances outlined in this policy. Refund eligibility depends on:
  • Service type and category
  • Project stage and completion percentage
  • Reason for refund request
  • Time elapsed since service commencement
  • Terms in your specific Service Agreement
  • Cause of the issue (our fault vs. circumstances)
3.2 The 7-Day Money-Back Guarantee
For New Clients (Initial Services):
  • If you request cancellation within 7 calendar days of service commencement
  • AND minimal work has been completed
  • AND you provide written notice
  • You may receive a refund of 50% of the initial consultation or assessment fee
Conditions:
  • Must be your first engagement with Kaanha Tech
  • Applies only to initial discovery or assessment services
  • Does not apply if work has substantially commenced
  • Must not have received substantial deliverables
Exclusion: This guarantee does not apply to non-refundable deposits or binding project agreements already in execution.
3.3 Refund by Service Category
Category A: Consulting & Advisory Services
AI Strategy Consulting:
  • Before engagement starts: 100% refund if cancelled before project commencement
  • Within first week: 50% refund of consultation fees
  • After first week: 0% refund (service has commenced)
AI Readiness Assessment:
  • Before assessment starts: 100% refund if cancelled pre-engagement
  • During assessment: Non-refundable (work in progress)
  • After assessment delivery: Non-refundable (service delivered)
Refund Eligibility: Refunds only if requested within 7 days of engagement start and before 20% of consulting hours are consumed.
Category B: Development & Delivery Services
Custom AI Tool Development:
  • Project Initiation Phase (0-10%): 80% refund if cancelled
  • Design Phase (10-30%): 50% refund if cancelled
  • Development Phase (30-70%): 25% refund if cancelled
  • Testing/Deployment (70-100%): 0% refund (substantial work completed)
Data Analysis & Predictive Modeling:
  • Before analysis starts: 100% refund
  • During analysis (0-50% complete): 60% refund
  • Analysis complete (50-100%): 0% refund (deliverable provided)
Workflow Automation:
  • Scope definition phase: 70% refund if cancelled
  • Implementation phase (started): 30% refund if cancelled
  • Testing/Live phase: 0% refund (service live)
Refund Eligibility: Refunds calculated based on completion percentage and work effort expended.
Category C: Training & Educational Services
Live Training Programs:
  • Before training date: 90% refund if cancelled 14+ days before
  • 7-14 days before: 50% refund
  • Less than 7 days before: 0% refund
  • After training starts: 0% refund (service delivered)
Online Courses & Self-Paced Learning:
  • Before course access granted: 100% refund
  • After course access (within 7 days): 75% refund (no progression)
  • After 7 days or 30% completion: 0% refund
  • Certificates earned: Non-refundable
Webinars & Workshops:
  • Before event: 80% refund if cancelled 3+ days before
  • Less than 3 days before: 0% refund
  • After event starts: 0% refund
Refund Eligibility: Educational services are generally non-refundable once access granted or event begins.
Category D: Subscription & Ongoing Services
Monthly Support Plans:
  • First month: 50% refund if cancelled within first 7 days
  • Subsequent months: Non-refundable (billed monthly)
  • Cancellation: Effective end of current billing period
  • Pro-rata refunds: Not offered (monthly billing structure)
Annual Subscription Services:
  • Within 30 days: 80% refund if service not yet utilized
  • After 30 days: Non-refundable
  • Early termination: No refund of remaining months
  • Service credit: May be offered for underutilization
Refund Eligibility: Subscription services are generally non-refundable after 30 days. Monthly plans cannot be refunded mid-month.
4. CIRCUMSTANCES REQUIRING REFUNDS
4.1 Our Fault - Service Failure
Refunds are available if Kaanha Tech ("we," "us," "our," "Company," "Kaanha Tech," or "White Lions Group Pty Ltd") fails to:
We Will Refund If:
  • We fail to deliver promised deliverables
  • Deliverables are materially deficient or unusable
  • We breach confidentiality or data security obligations
  • We violate applicable laws or regulations
  • We miss critical project milestones without valid reason
  • We provide substantially different services than agreed
  • Service is unavailable for extended periods (>30 days)
  • We fail to provide minimum acceptable quality standards
Refund Amount:
  • Full refund: Complete non-delivery or severe deficiency
  • Partial refund: Partial delivery or minor deficiencies (25-75% based on severity)
  • Service credit: Option to credit toward future services
Process:
  • Document the failure clearly with specific details
  • Provide written notice within 30 days of failure discovery
  • Allow 10 business days to remedy or explain
  • Request refund if not resolved
  • We process within 15 business days
4.2 Client Circumstances - Valid Reasons
Business Circumstances (50% Refund Eligible):
  • Business closure or insolvency
  • Significant change in business circumstances
  • Market condition changes affecting project viability
  • Internal staffing changes preventing implementation
  • Budget constraints due to economic downturn
  • Pivot in business direction/strategy
Requirements:
  • Request within 14 days of triggering circumstance
  • Provide documentation of changed circumstances
  • Partial refund based on work completion percentage
  • Applies only to Category A (Consulting) and early-stage Category B
Personal Circumstances (25% Refund Eligible):
  • Key contact sudden illness or departure
  • Family emergency requiring cessation
  • Force majeure event affecting client operations
  • Circumstances beyond reasonable control
Requirements:
  • Provide documentary evidence
  • Request within 7 days of circumstance
  • Limited to early project stages
  • Subject to verification
4.3 NOT Eligible for Refund
Refunds are NOT available for:
  • Change of Mind: "I changed my mind" without valid reason
  • Unmet Expectations: Results not matching your hopes (if service was delivered as agreed)
  • Market Conditions: Poor business outcomes despite proper service delivery
  • Implementation Failure: You failed to implement recommendations properly
  • Third-Party Issues: Failures caused by third-party providers or tools
  • Scope Creep Rejection: Requesting different services than agreed
  • Competitive Concerns: Deciding not to proceed due to competitor actions
  • Budget Issues: Running out of budget mid-project
  • Client-Caused Delays: Project delays due to your non-responsiveness
  • Partial Dissatisfaction: Unhappiness with portion of deliverables (if majority delivered)
  • Already Delivered: Services fully delivered and accepted
  • Dispute Settlement: Amounts already agreed as settlement
5. REFUND REQUEST PROCESS
5.1 Initiating a Refund Request
Step 1: Submit Request
  • Include: Service details, dates, specific reason, supporting documentation
  • Subject: "REFUND REQUEST - [Your Name] - [Project/Service Name]"
Step 2: Provide Documentation
  • Explain circumstances clearly and factually
  • Attach any supporting evidence (emails, agreements, records)
  • Specify exact refund amount requested
  • Explain timeline and urgency if applicable
Step 3: Initial Assessment (5 business days)
  • We review your request
  • Determine eligibility per this policy
  • Request additional information if needed
  • Provide preliminary response
Step 4: Investigation (up to 10 business days)
  • For disputed refunds, we investigate circumstances
  • Review service delivery records
  • Verify completion percentage and deliverables
  • Consult with relevant team members
Step 5: Final Decision (within 15 business days of request)
  • We issue written decision with detailed reasoning
  • Approval: Instructions for refund processing
  • Partial Approval: Explanation of partial refund amount
  • Denial: Clear explanation of why ineligible per policy
Step 6: Refund Processing (5-10 business days)
  • Upon approval, refund processed to original payment method
  • Bank processing time: 3-5 business days
  • You receive confirmation email with transaction ID
  • Total processing time: 10-15 business days from approval
5.2 Timeframes for Refund Requests
Refund Request Deadline:
  • Must request within 30 days of issue discovery
  • For Category B services: Within 30 days of service completion
  • For Category C services: Within 14 days of event or access grant
  • For Category D services: Within 30 days of subscription start
  • Late requests: Considered but have lower priority
Our Response Timeline:
  • Acknowledgment: Within 24 hours of request receipt
  • Preliminary review: Within 5 business days
  • Final decision: Within 15 business days
  • Refund processing: Within 5-10 business days of approval
5.3 Refund Request Requirements
Your refund request MUST include:
✓ Your name and account details
✓ Service/project name and dates
✓ Specific reason for refund request
✓ Documentation supporting your claim
✓ Proposed refund amount
✓ Contact information for follow-up
✓ Signature or agreement confirmation
Incomplete requests will be returned for clarification (adds 5+ days to timeline).
6. PARTIAL REFUNDS & CREDITS
6.1 Partial Refund Calculation
For ongoing or multi-phase projects, refunds are calculated as:
Partial Refund Formula:
Refund Amount = (Total Fees Paid) × (100% - Completion %) × (Refund Eligibility %)
Example:
  • Total fees: $10,000
  • Project 50% complete
  • Eligible for 60% refund per policy
  • Refund = $10,000 × 50% × 60% = $3,000
6.2 Service Credit Option
Instead of monetary refund, you may choose:
  • Service Credit: 110% of refund amount (10% bonus)
  • Applied to: Future services with Kaanha Tech
  • Valid for: 12 months from issuance
  • Non-transferable: Credit applies only to your account
  • Expires: Unused credit forfeited after 12 months
Advantages:
  • Receive more value (110% vs 100%)
  • Preserve business relationship
  • Flexibility for future AI needs
6.3 Work Product Return
When refund is issued:
  • You retain access to any completed deliverables
  • We may continue to hold design work/documentation
  • Intellectual property terms per Service Agreement apply
  • Source code/algorithms may or may not transfer depending on agreement
7. NON-REFUNDABLE ITEMS
7.1 Explicitly Non-Refundable
The following fees are NEVER refunded:
Non-Refundable Charges:
  • ✗ Non-refundable deposits (if explicitly stated)
  • ✗ Rush/expedited processing fees
  • ✗ Setup and onboarding fees (once started)
  • ✗ Administrative fees (payment processing, etc.)
  • ✗ Reimbursable expenses (software licenses, tools, travel)
  • ✗ Professional advisor fees (legal, accounting consultations)
  • ✗ Maintenance fees for past periods
  • ✗ Tooling and infrastructure costs
  • ✗ Third-party vendor fees
  • ✗ Committed marketing/promotional spend
  • ✗ Certification or exam fees
  • ✗ Digital products/downloads (once accessed)
7.2 Force Majeure - No Refund
Refunds are not available if service delivery prevented by:
  • Natural disasters or pandemics
  • War, terrorism, or government action
  • Internet infrastructure failure
  • Cyber attacks or security breaches
  • Third-party provider outages
  • Events beyond reasonable control
Exception: If service cannot be delivered for 60+ days due to force majeure, client may request cancellation with refund of unearned fees.
8. REFUND FOR DEFECTIVE OR DAMAGED PRODUCTS
8.1 Digital Product Defects
If digital products delivered are defective:
We Will:
  • Provide replacement or corrected version at no cost
  • Repair defect or provide workaround
  • Offer full refund if defect cannot be remedied
  • Compensate for damages from defect
Your Responsibility:
  • Provide detailed description of defect
  • Allow reasonable time (5-10 days) to investigate
  • Assist in troubleshooting and diagnostics
  • Verify defect is not user-caused
8.2 Documentation or Delivery Issues
If deliverables are damaged, corrupted, or incomplete:
We Will Provide:
  • Replacement copy at no cost
  • File recovery attempts if possible
  • Alternative format if original corrupted
  • Refund if replacement cannot be provided
Timeline:
  • Emergency replacements: 24 hours
  • Standard replacements: 3-5 business days
9. RETURNS & EXCHANGES
9.1 Service Exchanges
For unsuitable services, you may request exchange:
Exchange Eligibility:
  • Request within 7 days of service delivery
  • Service not yet substantially implemented
  • Reason must be justified and reasonable
  • Subject to availability of alternative service
Process:
  1. Request exchange with specific reason
  1. We assess viability of alternative
  1. Agree on exchange terms and timeline
  1. New service begins on adjusted schedule
  1. Partial refund if new service costs less
Cost Adjustment:
  • If exchanged service costs more: You pay difference
  • If exchanged service costs less: We credit difference to future services
  • No cash refunds for cost reductions
9.2 Upgrade/Downgrade Options
Upgrade to Premium Service:
  • Upgrade cost: Difference between services
  • Timeline: Implemented within agreed period
  • No reversal after upgrade integration
Downgrade to Basic Service:
  • Downgrade savings: Pro-rata credit calculated
  • Can be applied to: Future services or next month's billing
  • Effective: End of current billing period
10. RETURN AUTHORISATION PROCESS
10.1 Service Return & Reversal
For services to be reversed:
Step 1: Return Request Submission
  • Within: 7 days of service delivery
  • Reason: Clearly stated and documented
  • Evidence: Supporting documentation attached
Step 2: Return Authorisation
  • We issue Return Authorisation (RA) number
  • Valid for: 14 days from issuance
  • Required for: All returns
Step 3: Service Reversal
  • We reverse/remove service from your account
  • Data restored to pre-service state (if possible)
  • Access credentials disabled
  • Documentation/records deleted per agreement
Step 4: Refund Processing
  • Processed per refund timeline
  • Confirmation sent via email
  • Transaction ID provided for tracking
10.2 Return Condition Requirements
Returned services/products must be:
  • Substantially unopened/unused
  • In original condition (if applicable to digital)
  • Not partially implemented or integrated
  • All materials included/returned
  • Properly documented with RA number
11. SPECIAL CIRCUMSTANCES
11.1 Refunds for Cancelled Projects
Client-Initiated Cancellation:
  • Notice required: 2 weeks written notice
  • Refund: Based on completion % and category
  • Outstanding payments: Still due for work completed
  • Cancellation fee: May apply per Service Agreement
Company-Initiated Cancellation:
  • Grounds: Material breach, legal issue, or force majeure
  • Refund: Full refund of unearned fees
  • Transition: We provide transition assistance
  • Data: Returned or destroyed per agreement
11.2 Refunds for Duplicate Billing
If Charged Twice:
  • Immediately issue full refund of duplicate charge
  • No questions asked, no waiting period
  • Processed within 5 business days
  • Plus $100 service credit as apology
If Overcharged:
  • Refund the overcharge amount
  • Plus 5% of overcharge as goodwill credit
  • Processed within 5 business days
11.3 Refunds for Payment Issues
Failed or Reversed Payments:
  • If payment fails, service delivery may pause
  • Upon successful payment, service resumes
  • No refund for paused service (your payment issue)
Unauthorised Charges:
  • If charge was fraudulent or unauthorised
  • Immediately refund full amount
  • Investigate and document for records
  • Update security measures to prevent recurrence
11.4 Refunds for Terminated Accounts
Account Termination by Us:
  • Reason: Policy violation, abuse, etc.
  • Refund: Pro-rata refund of prepaid unused services only
  • Outstanding debts: Must be paid regardless
  • Processed: Within 15 business days
Account Termination by You:
  • Reason: Change of mind, business closure, etc.
  • Refund: Per category-specific policies
  • Outstanding debts: Must be paid regardless
  • Processed: Per standard refund timeline
12. DISPUTE RESOLUTION FOR REFUNDS
12.1 Refund Appeal Process
If you disagree with refund decision:
Step 1: Request Review (within 10 days)
  • Subject: "REFUND APPEAL - [Your Name]"
  • Provide: New evidence or reasoning
  • State: Specific disagreement with decision
Step 2: Appeals Review (5-10 business days)
  • Independent review by management
  • Consideration of new information
  • Written response with decision
  • Final decision is binding
Step 3: Escalation (if still unsatisfied)
  • Proceed to dispute resolution per Terms of Use
  • Mediation or arbitration process
  • Small claims court (if applicable)
12.2 Mediation for Refund Disputes
Before litigation:
  • Either party may request mediation
  • Neutral mediator selected
  • Both parties participate in good faith
  • Settlement discussions confidential
  • Each party bears own costs
12.3 Binding Arbitration
If mediation fails:
  • Dispute submitted to binding arbitration
  • Single arbitrator or panel (as agreed)
  • Arbitration per Australian Arbitration Act
  • Decision is final and enforceable
  • Limited appeal rights
13. TAX IMPLICATIONS
13.1 Refund Taxation
GST & Taxes on Refunds:
  • Refunds are net of GST (GST refunded separately)
  • You must report refund per tax obligations
  • We issue tax documentation/receipts
  • Consult tax advisor for implications
Tax Deductibility:
  • Refunded services may affect deductions
  • You must adjust tax records accordingly
  • We provide documentation upon request
  • You are responsible for tax compliance
13.2 Refund Documentation
We provide:
  • Refund receipt/confirmation
  • Invoice credit memo (if applicable)
  • Tax documentation for GST purposes
  • Service summary for your records
14. REFUNDS BY PAYMENT METHOD
14.1 Refund Processing Method
Refunds Return To:
  • Credit Card: Original card used for payment (3-5 business days)
  • Bank Transfer: Account used for payment (5-7 business days)
  • PayPal/Digital: Original account (1-3 business days)
  • Check: Mailed to registered address (10-14 business days)
Processing Timeline:
  • Approval to processing: 5-10 business days
  • Bank clearing: 3-5 additional business days
  • Total time: 8-15 business days typically
14.2 Refund Failures
If refund fails to process:
  • We investigate with payment processor
  • Attempt resubmission within 3 business days
  • Provide status update every 5 business days
  • Issue service credit as alternative if needed
  • No interest accrues on delayed refunds
15. INTERNATIONAL REFUNDS
15.1 Cross-Border Refund Processing
Currency:
  • Refunds processed in AUD (Australian Dollars)
  • If original payment in other currency, converted back
  • Exchange rate used: Rate at time of refund processing
  • Customer absorbs currency conversion differences
International Transfers:
  • Additional bank fees may apply
  • Recipient bank may charge receiving fees
  • We refund AUD amount only
  • You responsible for any bank charges
15.2 International Service Refunds
For international clients:
  • Same policies apply regardless of location
  • Currency conversion per section above
  • Timeline extended by 5-10 days for international processing
  • Regulatory compliance per recipient country
16. REFUND POLICY EXCEPTIONS
16.1 Special Agreement Terms
Your Service Agreement may contain:
  • Different refund policies: Specific project terms override this policy
  • Non-refundable clause: Explicitly agreed terms
  • Milestone-based refunds: Alternative refund structure
  • Escrow arrangements: Third-party held funds
Precedence: Signed Service Agreement terms take precedence over this general policy.
16.2 Promotional Offers
Promotional Services:
  • May have different refund terms
  • Terms stated at time of promotion apply
  • Generally more restrictive than standard policy
  • Clearly disclosed before purchase
17. REFUND POLICY COMPLIANCE
17.1 Our Commitment
Kaanha Tech ("we," "us," "our," "Company," "Kaanha Tech," or "White Lions Group Pty Ltd") commits to:
  • Processing refunds promptly and fairly
  • Following this policy consistently
  • Maintaining clear documentation
  • Treating all customers equally
  • Resolving disputes professionally
  • Improving based on feedback
17.2 Policy Transparency
This policy is:
  • Available on our website (kaanha.tech/refund-policy)
  • Provided with all service agreements
  • Emailed upon request
  • Updated annually with notification of changes
  • Available in multiple formats upon request
17.3 Non-Discrimination
  • Refund eligibility applied equally to all customers
  • No discrimination based on protected characteristics
  • All customers receive same treatment
  • Disputes resolved fairly and professionally
18. MODIFICATIONS & UPDATES
18.1 Policy Changes
Kaanha Tech ("we," "us," "our," "Company," "Kaanha Tech," or "White Lions Group Pty Ltd") may update this policy:
  • To reflect legal changes
  • To improve fairness and clarity
  • To add new service categories
  • To adjust for business needs
18.2 Change Notification
Major Changes:
  • 30 days' advance notice via email
  • Notice on website and in client portal
  • Existing agreements honored under prior policy (if less favorable)
Minor Clarifications:
  • Updated immediately
  • "Last Updated" date changed
  • No notification required for clarifications only
19. CONTACT FOR REFUND INQUIRIES
19.1 Refund Request Contact
Primary Email:
Mailing Address:
  • Kaanha Tech Refund Department
  • 3 Bukovo St Tarneit VIC 3029 Australia
Phone Support:
  • +61 (03) 6173 7513
  • Hours: Monday-Friday, 9 AM - 5 PM AEDT
Online Portal:
  • kaanha.tech/refund-request
  • Submit and track refund requests
19.2 Response Timeframe
  • Acknowledgment: Within 24 hours
  • Initial Assessment: Within 5 business days
  • Final Decision: Within 15 business days
  • Refund Processing: Within 5-10 business days of approval
  • Follow-up: Upon request throughout process
20. ACKNOWLEDGMENT & ACCEPTANCE
By using Kaanha Tech services, you acknowledge:
✓ You have read this Refund and Return Policy
✓ You understand refund eligibility per service category
✓ You understand the refund request process and timeline
✓ You agree to this policy as binding
✓ You understand non-refundable items and circumstances
✓ You will provide documentation for refund claims
✓ You accept the final decision on refund disputes
If you do not agree with this policy, do not proceed with services.
APPENDIX A: REFUND ELIGIBILITY MATRIX
Percentages represent eligible refund amounts. Actual refund subject to specific circumstances.
APPENDIX B: TIMELINE SUMMARY
APPENDIX C: DOCUMENTATION CHECKLIST
For refund requests, provide:
☐ Your full name and email
☐ Account details (invoice #, order #)
☐ Service/project name and dates
☐ Specific reason for refund
☐ Supporting documentation (emails, agreements, screenshots)
☐ Completion status or percentage
☐ Preferred resolution (refund vs. credit)
☐ Contact phone number
© 2025 White Lions Group Pty Ltd. All Rights Reserved.
Kaanha Tech - Transform Challenges into Wisdom
Last Updated: November 2025
Effective Date: November 2025
NEED HELP?
For refund questions, contact us:
  • Phone: +61 (03) 6173 7513
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