Refunds, Cancellations and Consumer Guarantees

Our Commitment

Claim Done is committed to fair and transparent refund practices. Nothing in this policy excludes, restricts, or modifies any rights you have under the Australian Consumer Law (ACL) or any other applicable consumer protection legislation.

Cancellation Before Document Generation

If you cancel your order before our AI has commenced generating your documents, you are entitled to a full refund. Contact us at support@claimdone.com.au with your case reference number.

Cancellation After Document Generation Has Commenced

Once document generation has commenced (status shows “Generating” or later), the AI processing and server resources have been consumed. In these circumstances, refunds are generally not available as the service has been substantially performed. However, we will consider each request on its merits.

Duplicate Payments

If you have been charged twice for the same order, contact us immediately. Duplicate payments will be refunded in full within 5 business days of confirmation.

Failed or Incomplete Orders

If your payment was processed but no documents were generated due to a technical error on our end, you are entitled to either a full refund or reprocessing of your order at no additional cost.

Non-Delivery Caused by User Error

If documents were generated but could not be delivered because you provided incorrect recipient details (e.g. wrong email address), Claim Done is not responsible for non-delivery. Your documents remain available for download from your dashboard. We will assist you in correcting details where possible.

Technical Failure on Claim Done Side

Where a genuine technical failure on our platform prevents delivery of your documents, you are entitled to reprocessing at no cost or a full refund at your choice.

Documents That Cannot Be Generated

In rare cases, the information supplied may be insufficient for our system to generate a usable document. If this occurs and the issue cannot be resolved with your cooperation, we will offer a refund or credit at our discretion.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If our services fail to meet a consumer guarantee, you may be entitled to a remedy including a refund. Nothing in this policy is intended to override those rights.

How to Request a Refund

Email support@claimdone.com.au with your case reference number and the reason for your request. We aim to respond to all refund requests within 5 business days.

Contact

Claim Done — ABN 82 307 630 720
Email: support@claimdone.com.au

Last updated: April 2026