Refund Policy
Last Updated: March 2025
At torinalyqua, we work with startups navigating the Australian ecosystem, and we understand that circumstances change. This policy outlines how we handle refund requests for our financial services and consulting packages. We aim to be fair, transparent, and practical about what you can expect when things don't go according to plan.
Understanding Your Refund Rights
Look, refunds in the financial consulting space aren't straightforward. Once we've delivered advice or started strategic work, that intellectual property is already in your hands. But we've structured our approach to be reasonable about different situations.
Full Refund Available
If we haven't started any work on your project and you cancel within 48 hours of payment, you'll receive a complete refund. Simple as that.
Partial Refund Considered
For ongoing consulting packages where we've delivered some sessions but circumstances have changed, we calculate refunds based on unused services.
Service Credit Option
Sometimes a refund isn't the best solution. We can convert unused services into credit for future consulting or different service offerings.
Non-Refundable Items
Completed strategic reports, delivered financial analyses, and accessed digital resources can't be refunded once you've received them.
How to Request a Refund
The process itself doesn't need to be complicated. We've kept it straightforward because you've got enough on your plate running a startup.
Contact Our Team
Send an email to info@torinalyqua.com with your account details and the reason for your refund request. Be specific about which services you're requesting a refund for.
Review Process
We'll review your request within 2 business days. Someone from our team will reach out to discuss your situation and explore the best solution.
Decision Notification
You'll receive a clear decision within 5 business days. If approved, we'll outline the refund amount and expected timeline.
Processing & Payment
Approved refunds are processed within 7-10 business days. The funds will return via your original payment method.
Refund requests must be submitted within 30 days of the original purchase date. After this window, we can still discuss service credits or alternative arrangements, but cash refunds become much more difficult to process.
Common Refund Scenarios
Here's how we handle different situations that come up regularly. These examples should give you a sense of what to expect.
Cancelled Before Service Delivery
If you've paid for a consultation package but haven't attended any sessions yet, and you cancel within 48 hours, you'll get a full refund minus any payment processing fees (typically around 3%).
Partially Used Package
Let's say you purchased a 6-session package but only attended 2 sessions before your funding situation changed. We'll refund the cost of the 4 unused sessions. The math is straightforward and based on the per-session rate.
Dissatisfaction with Service Quality
This one's more nuanced. If you're unhappy with the quality of our consulting, we'd rather fix the problem first. But if we genuinely can't meet your needs, we'll discuss a partial refund based on what we've delivered.
Technical Access Issues
If you couldn't access our digital resources due to technical problems on our end, and we couldn't resolve it within a reasonable timeframe, you're entitled to a refund for that portion of your package.
Duplicate Payment
If you accidentally paid twice for the same service, we'll immediately refund the duplicate payment. This one's a no-brainer and typically processed within 3 business days.
Payment Method & Processing Times
Where your money goes affects how quickly it comes back. Different payment methods have different processing speeds, and it's worth understanding what to expect.
Credit/Debit Cards
Refunds appear in 5-10 business days depending on your bank's processing schedule.
Bank Transfer
Direct bank refunds typically clear within 3-5 business days for Australian accounts.
PayPal
PayPal refunds usually show up within 24-48 hours once we've initiated the process.
What Happens to Processing Fees?
Here's something that catches people by surprise: payment processors don't refund their fees to us, even when we refund you. For full refunds on services not yet delivered, we absorb this cost. But for partial refunds, the processing fee is typically deducted proportionally.
Services We Can't Refund
Some things just can't be returned once they're in your hands. It's like trying to un-read a book.
- Custom financial analysis reports that we've already completed and delivered to you
- Strategic consulting sessions you've already attended, even if you didn't find them valuable
- Access to proprietary tools or databases after you've logged in and used them
- Introductions to investors or partners that we've already made on your behalf
- Time-sensitive services like urgent deadline assistance that we've already provided
- Downloadable resources, templates, or guides that you've already accessed
That said, if you're genuinely unhappy with any of these services, talk to us anyway. We'd rather find a solution than leave a client dissatisfied.
Special Circumstances
Life throws curveballs, especially in the startup world. We try to be human about unexpected situations.
Business Closure or Pivot
If your startup shuts down or pivots dramatically before we've completed your service package, we'll work with you on a fair resolution. Sometimes that's a partial refund, sometimes it's transferring the services to a new venture.
Financial Hardship
Startups face cash flow challenges. If you're in a genuine financial bind and can't continue with our services, let's have an honest conversation. We might be able to arrange a payment plan, pause services, or work out a partial refund.
Service Delays on Our Part
If we've significantly delayed delivering services you've paid for, and the delay affects your business, you're entitled to either a refund for the delayed portion or a discount on future services.
Disputed Charges
Please contact us directly before initiating a chargeback through your bank. Chargebacks create administrative headaches for both of us and can delay resolution.
When you dispute a charge directly with your bank without talking to us first, it freezes our ability to help you and can take weeks to resolve. We've never refused to discuss a legitimate refund concern. Save yourself time and reach out first.
Questions About Refunds?
If something about this policy isn't clear, or you want to discuss a specific situation, get in touch. We're based in Port Macquarie and understand the Australian startup landscape.