GeoNet Cafe

1. General Refund Principles

Our refund policy is guided by the following principles:

• We aim to provide high-quality services and resolve issues promptly.
• Refund eligibility varies by service type and the circumstances of the request.
• All refund requests are assessed on a case-by-case basis.
• We comply with Australian Consumer Law and other applicable regulations regarding refunds.
• We reserve the right to offer alternative remedies such as account credits, service extensions, or rescheduling where appropriate.

2. Refund Eligibility by Service Type

2.1 Time-Based Internet and Computer Services

For pay-per-hour internet access, computer usage, and gaming stations:

• Full Refund: Available if the service is unavailable or unusable due to technical issues on our end and we cannot provide an alternative station.
• Partial Refund: Prorated for the unused portion if technical issues occur during your session and we cannot resolve them promptly.
• No Refund: If you terminate your session early for personal reasons or if you violate our Terms & Conditions.

2.2 Memberships and Subscription Plans

For recurring membership plans:

• Cooling-off Period: New members may cancel within 7 days of initial sign-up for a full refund if they have not used the membership benefits.
• Monthly Plans: No prorated refunds for cancellations mid-billing cycle. Cancellation will take effect at the end of the current billing period.
• Annual Plans: May be eligible for a partial refund on the unused portion, less a cancellation fee, if cancelled after the cooling-off period.
• Service Unavailability: If our services are substantially unavailable for an extended period, we may offer prorated refunds or service extensions.

2.3 Event Bookings and Tournaments

For event registrations, tournament entries, and private bookings:

• Cancellation by Customer:
  • More than 7 days before the event: Full refund
  • 3-7 days before the event: 50% refund
  • Less than 3 days before the event: No refund
• Cancellation by GeoNet Cafe: Full refund or rescheduling option
• No-shows: No refund

2.4 Retail Products

For physical merchandise and peripherals purchased at our locations:

• Defective Products: Full refund or replacement within 14 days of purchase with proof of purchase.
• Unopened Products: Full refund within 7 days of purchase with proof of purchase and original packaging.
• Opened Products: Store credit only, subject to manager approval and item condition.
• Food and Beverages: No refunds unless the item is defective or not as described.

2.5 Digital Services

For printing, scanning, and other digital services:

• Quality Issues: Full refund or reprint if the output quality is substandard due to our equipment or staff error.
• Customer Error: No refund for errors in customer-provided files or specifications.
• Service Not Performed: Full refund if we are unable to provide the requested service.

3. Refund Request Procedure

To request a refund, please follow these steps:

3.1 In-Person Requests

For services or products purchased at our physical locations:

• Speak with a staff member or manager at the location where the service was provided.
• Explain the issue and provide any relevant evidence (e.g., receipt, membership details, description of the problem).
• If possible, report the issue immediately when it occurs.

3.2 Online Requests

For online purchases or when you cannot visit in person:

• Contact our customer service team at [email protected].
• Include the following information in your email:
  • Your full name and contact information
  • Membership ID or transaction number
  • Date and location of purchase
  • Description of the issue
  • Copy of receipt or payment confirmation (if available)
  • Your preferred refund method

3.3 Time Limits for Refund Requests

Refund requests must be submitted within the following timeframes:

• Service Issues: Within 24 hours of the service being provided
• Physical Products: Within 14 days of purchase
• Recurring Memberships: At least 24 hours before the next billing cycle for cancellations
• One-time Events: According to the cancellation deadlines in section 2.3

4. Refund Processing

4.1 Processing Time

Once a refund is approved, it will be processed as follows:

• In-person cash refunds: Immediate (for amounts under $50) or within 24 hours (for larger amounts)
• Credit/debit card refunds: 3-5 business days for the amount to appear in your account
• Bank transfers: 5-7 business days
• Store credit or account credits: Applied immediately to your account

4.2 Refund Methods

Refunds will typically be processed using the original payment method:

• Payments made by credit/debit card will be refunded to the same card.
• Cash payments will be refunded in cash (for in-person requests) or by bank transfer (for online requests).
• Gift card or store credit purchases will be refunded as store credit.

In some cases, we may offer an alternative refund method based on the circumstances or at the customer's request.

4.3 Refund Confirmation

You will receive confirmation of your refund via:

• Email receipt for all processed refunds
• Physical receipt for in-person refunds
• Account notification for membership cancellations or credits

5. Exceptions and Special Circumstances

5.1 Non-Refundable Items and Services

The following items and services are generally not refundable:

• Completed digital services (e.g., printing, scanning) unless quality issues exist
• Consumable items once opened or used
• Special order or customized products
• Promotional offers marked as non-refundable
• Membership setup fees
• Time used on computers or gaming stations (only unused time may be eligible)

5.2 Technical Failures and Service Interruptions

In the event of technical failures or service interruptions:

• Brief interruptions (under 15 minutes): We will extend your session time accordingly.
• Extended interruptions (15+ minutes): You may request a refund for the affected portion of your session or receive a credit for future use.
• Widespread outages (affecting multiple customers): We will issue automatic credits or extensions to affected accounts.

5.3 Force Majeure Events

In cases of events beyond our reasonable control (e.g., natural disasters, power outages, public emergencies):

• We will attempt to reschedule services or extend memberships where possible.
• Refunds for prepaid services may be offered at our discretion if rescheduling is not feasible.
• We are not liable for incidental costs or losses due to such events.

6. Dispute Resolution

If you are not satisfied with our decision regarding your refund request:

• You may escalate your request to our Customer Relations team at [email protected].
• Please include your original request details and reason for escalation.
• We will review escalated cases and respond within 5 business days.
• For unresolved disputes, you may contact the appropriate consumer protection agency in your state or territory.
• Australian customers have rights under the Australian Consumer Law that cannot be excluded.

7. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time:

• Changes will be effective upon posting to our website.
• The "Last Updated" date at the top of this policy will be revised accordingly.
• Significant changes will be communicated through our website or via email.
• The refund policy in effect at the time of your purchase will apply to that transaction.

8. Contact Information

For questions or assistance regarding refunds, please contact us through one of the following channels:

We aim to respond to all refund inquiries within 2 business days.