Refund Policy

This policy applies to purchases of the HACCP plan service on Food Safety Hub. Please read it before purchasing. If you have any questions, contact us at [email protected] before completing your order.

HACCP plan — general position

The HACCP plan is a digitally delivered product that is generated immediately upon completion of your order. Because the document is custom-generated using the information you provide and is delivered to you at the point of generation, refunds are generally not available once the generation process has begun.

This is consistent with the digital goods exemption under the Australian Consumer Law, which permits suppliers to exclude change-of-mind refunds for digital content that has been supplied and accessed.

Technical failure — full refund

If you are charged but a technical failure prevents the plan from being generated or delivered to you — meaning you did not receive a usable document — you are entitled to a full refund.

Refunds in this situation will be processed within 5 business days of us confirming the failure. To initiate a refund for technical failure, contact us at [email protected] with your order details and a description of the issue.

Australian Consumer Law

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law (ACL). The ACL provides statutory consumer guarantees that cannot be excluded by contract, including:

• → A guarantee that services will be rendered with due care and skill
• → A guarantee that goods (including digital goods) are of acceptable quality
• → Remedies where a major failure occurs, including a right to a refund

If you believe the product does not meet a statutory guarantee under the ACL, please contact us to discuss. We will assess your situation and respond in accordance with our obligations under Australian Consumer Law.

What we cannot refund

Refunds will not be provided in the following circumstances:

• → You changed your mind after the plan was generated and delivered
• → The plan was not accepted by a food authority, council, or auditor (the document is a draft starting point — see our Terms of Service for important limitations)
• → You provided inaccurate or incomplete information during the generation process
• → The plan does not meet a specific format or standard you required but did not communicate before purchase