Cancellation Policy
REFUND, CANCELLATION AND RESCHEDULING POLICY
3.1 Purpose
Appointments require the reservation of professional time, preparation, travel and administration.
This policy explains when payments may be retained, transferred or refunded.
Where the Consumer Protection Act or another applicable law provides a consumer with rights that cannot be excluded, those rights will continue to apply.
3.2 Deposits and booking fees
V3 may require a deposit or booking fee before confirming an appointment.
The quotation or invoice will state whether the payment is:
a refundable deposit;
a partially refundable deposit;
a reasonable non-refundable booking fee;
full advance payment.
A booking fee may cover:
reserving the appointment;
opening and reviewing the matter;
administrative preparation;
preliminary communication;
travel arrangements;
preparation of documentation.
3.3 Client cancellations
Unless different terms are stated in the accepted quotation:
More than 48 hours before the appointment
The client may:
reschedule once without an administrative penalty, subject to availability; or
request a refund of refundable amounts paid.
Any non-refundable booking fee, completed work and unrecoverable expenses may be deducted.
Between 24 and 48 hours before the appointment
V3 may retain or charge up to 25% of the agreed appointment fee, plus:
work already performed;
non-refundable travel or accommodation costs;
other irrecoverable expenses.
The remaining qualifying balance may be transferred to a rescheduled appointment or refunded, depending on the circumstances.
Less than 24 hours before the appointment
V3 may retain or charge up to 50% of the agreed appointment fee, plus:
work already performed;
travel or accommodation costs;
other irrecoverable expenses.
Same-day cancellation or no-show
Where the client or examinee:
cancels on the same day;
fails to attend;
is unavailable;
refuses to proceed after substantial preparation;
arrives too late for the examination to be completed;
is intoxicated or unfit;
fails to provide required consent or identification;
causes the appointment to fail through circumstances within their control;
V3 may retain or charge up to the full appointment fee, subject to applicable law and the circumstances.
3.4 Examinee refusal or withdrawal
An examinee is not forced by V3 to participate.
However, where:
the appointment has been reserved;
the examiner has travelled;
preparation has been completed;
the examinee refuses at the venue;
the examinee withdraws after the process has begun;
fees may remain payable for the time, travel and work already committed.
The client is responsible for ensuring, before the appointment, that the examinee has been appropriately informed and is willing to attend.
3.5 Rescheduling
One reschedule may be permitted without an administrative penalty where at least 48 hours’ written notice is provided.
A new date remains subject to availability.
Further rescheduling may require:
a new booking fee;
payment of an administrative charge;
settlement of travel costs;
full payment in advance.
A rescheduled appointment should ordinarily take place within [30/60/90] days of the original date. After that period, the booking may expire and new pricing may apply.
3.6 Travel bookings and external expenses
The client remains responsible for costs that V3 cannot recover, including:
flights;
accommodation;
vehicle hire;
courier charges;
venue fees;
toll fees;
specialist subcontractor costs;
other third-party expenses.
These amounts may be deducted from any refund.
3.7 Cancellation by V3
Where V3 cancels the service and cannot provide a reasonable alternative date, the client may receive a refund of qualifying amounts paid for services not delivered.
Where the appointment is postponed, the client may elect to transfer the payment to the new date.
V3 is not responsible for indirect losses caused by cancellation or postponement, except where liability cannot lawfully be excluded.
3.8 Refunds following completion
A refund will not be granted merely because:
the client disagrees with the result;
the result was not what the client expected;
the examination did not support the client’s suspicion;
an employer, attorney, court or third party did not use the report as anticipated;
the examinee refused to make an admission;
a relationship, disciplinary or criminal matter was not resolved;
the client changed their mind after the service was performed.
A service is the professional performance of the agreed process, not the delivery of a preferred result.
3.9 Defective or incomplete service complaints
Where a client believes the agreed service was materially incomplete or defective, the client should notify V3 in writing and provide a reasonable opportunity to investigate.
Where appropriate and legally required, V3 may:
correct the service;
provide clarification;
issue a corrected report;
repeat an affected portion;
offer an alternative remedy;
provide a full or partial refund.
The remedy will depend on the facts and applicable law.
3.10 Refund processing
Approved refunds will ordinarily be processed within 7 to 14 business days after approval.
Refunds will usually be made to the original payer or payment method.
Banking delays outside V3’s control may affect the date on which funds reflect.