What To Do After Loss
Refund Policy
We want every customer to feel confident purchasing from What To Do After Loss. This policy explains your rights and our approach to refunds.
We understand that many of our customers are navigating an incredibly difficult time. Our refund approach reflects that.
01 Your Rights Under Australian Consumer Law
Under the Australian Consumer Law (ACL), you have statutory guarantees that apply regardless of any refund policy we publish. We cannot exclude, restrict, or modify these rights. If a product or service we supply fails to meet a consumer guarantee under the ACL, you are entitled to a remedy.
For a digital product like ours, a consumer guarantee failure would include circumstances such as the product not being fit for the purpose described, not matching its description, or not being delivered as promised.
02 Our Standard Position on Refunds
Our checklist is a digital product that is generated and delivered immediately upon payment and form submission. Because the product is created and provided to you at the moment of purchase, we are not able to offer refunds as a matter of course once the checklist has been delivered.
This is consistent with the ACL position on digital goods that have been accessed or consumed.
03 Technical Issues
If you experience a technical issue that prevents your checklist from being delivered — for example, the email did not arrive, the PDF was corrupted, or there was a fault with the form submission — please contact us immediately via our contact page.
In these circumstances we will either re-deliver your checklist or, if we are unable to do so, provide a full refund. We aim to respond to all technical issues within one business day.
04 Goodwill Requests
While we are not able to guarantee a refund in all circumstances, we will always approach these requests with empathy and discretion. We would rather find a solution that feels fair than leave a customer feeling unheard.
To make a goodwill request, please contact us via our contact page within 3 days of your purchase, including your original purchase email address and a brief description of your concern.
05 Checklist Amendments
If you realise after receiving your checklist that you missed certain categories or would like to adjust your selections, a refund is not necessarily the right solution. Please contact us and we will do our best to regenerate your checklist based on your updated requirements. This service is provided at our discretion and at no additional charge where the request is reasonable.
See also our Terms of Service, Section 3.3, for further detail on checklist amendments.
06 Contact Us
We aim to respond to all refund and amendment requests within one business day. Please use our contact page to reach us.
What To Do After Loss is a product of River Stone Press Pty Ltd (ABN: 89 083 082 222).
Website: riverstone.press