Refund Policy
Last updated: August 2026
This page is the canonical statement of our refund policy. It forms part of our Terms of Sale. Nothing on this page limits any right you have under the Australian Consumer Law that cannot be excluded.
The 48-hour fix-or-refund guarantee
If written feedback from your auditor identifies a Standards-alignment issue in one of our documents, send it to us with that feedback. We update the document within 48 hours, or we refund you.
This is the guarantee shown at checkout and it is the one that governs. It has been used once, ever — requested, and paid.
Before you download: 30 days, no questions
If you have not yet downloaded the files, you can request a full refund within 30 days of purchase. Email us with the email address you paid with, or your order number, and we will process it without asking why.
After you download
The kit is a digital product delivered in full at the moment you download it, so a change-of-mind refund is not available once you have it. Instead you get 30 days of email support to help you put the documents to work.
Your rights under the Australian Consumer Law are unaffected by this. If a product is faulty, or is not as we described it, the statutory guarantees still apply and you are entitled to a remedy regardless of what this page says.
What a refund does not cover
We cannot refund an audit result. Your audit is decided by your auditor and the NDIS Quality and Safeguards Commission, not by us — we sell the documents, the evidence system and the judgement behind them, and we have never claimed otherwise. A finding caused by documents that were not implemented, or were customised inaccurately, is not something we can put right with a refund.
ProviderQMS subscription
New ProviderQMS subscriptions are paid plans with no free trial, as described in our Terms of Sale. Any previously granted trial follows the terms shown when it was offered; a trial without a payment method is not charged simply because it ends. Buying a document kit does not require a subscription.
Cancelling stops the next renewal — monthly at the end of the current month, annual at the end of the year you paid for — and you keep access until then. If a renewal goes through that you did not intend, email us and we will put it right — we answer within one business day.
Nothing about a subscription changes your rights under the Australian Consumer Law: if the service is faulty or not as described, the statutory guarantees apply and you are entitled to a remedy.
How to request one
Email hq@providerqms.com.au (our mailbox during the name change) with the email address you paid with, or your order number. We answer within one business day, in writing.
Refunds are returned to the card you paid with, through Stripe. Wani Meridian Pty Ltd is registered for GST. Prices are GST-inclusive, and a refund returns the full GST-inclusive amount you paid.
If we cannot agree
Tell us plainly and we will try again. If that fails, you can contact the ACCC or your state consumer affairs body. These terms are governed by the laws of Victoria, Australia.