01How to request help
Email info@greymeta.com.au with “ISOCheck cancellation” or “ISOCheck refund” in the subject. Include your assessment ID, account email, payment reference if available, and a brief description of the issue. Do not send card details or passwords. We may verify that you are authorised to act for the business.
Drafting an assessment does not itself incur an assessment fee. Returning from or closing a Stripe checkout page does not cancel a payment that has already completed. Contact us if you are unsure of the payment status.
02If you change your mind
If you cancel a paid assessment before assessment work starts, we will refund the assessment fee. Automated work may start shortly after payment and complete evidence submission, so contact us promptly.
Once work has started, a change-of-mind request is considered against the work already provided and whether remaining work can be stopped. Any amount retained will reflect reasonable work actually performed, up to the agreed fee; we will explain the calculation. A completed assessment is not automatically refundable simply because it identifies gaps or does not predict certification.
These change-of-mind terms do not apply to limit a remedy for a faulty, misdescribed or undelivered service.
03Errors, failed delivery and consumer guarantees
Tell us if a report is missing, contains an apparent error, does not match the agreed scope, or you were charged twice. We will investigate and discuss correction, re-performance, cancellation or a refund as appropriate. If we cannot supply your agreed assessment, we will offer a refund for the service not provided rather than require you to accept credit.
Where Australian Consumer Law applies, a major service failure can entitle you to cancel and receive a refund for the unused portion, or keep the service and seek compensation for its reduced value. Other failures may require us to fix the problem within a reasonable time. Rights to compensation for reasonably foreseeable loss may also apply.
Read the ACCC’s guidance on service remedies. This policy does not replace or limit those rights.
04Processing a refund
Approved refunds are normally returned through Stripe to the original payment method. We will confirm the amount and when the refund has been submitted; your bank or payment provider controls when it appears in your account. We will not make store credit your only option where you are entitled to a monetary refund.
We will explain our decision if we decline a request. You can provide further information, ask for a review, or contact your state or territory consumer protection agency. Refund and privacy requests are separate; see the Privacy Policy for record retention and deletion requests.
05Who operates this service
ISOCheck is operated by Grey Meta, trading as Grey Meta, ABN 92 917 977 661. This is the supplier identified on ISOCheck tax invoices and the entity responsible for this policy.