Refund Policy
TLK Source, ABN 16 525 180 164
Last updated: May 2026
1. The refund matrix at a glance
This Policy applies across both TLK Source product lines (Freight Intelligence and 3PL Intelligence) and to all five Services. Refund treatment depends on which stage the engagement is in when you request the refund.
| Stage | Refund |
|---|---|
| Before analysis commences (paid; data not yet uploaded; engagement not started) | Full refund less non-recoverable Stripe processing fees |
| Top-up declined (spend-band correction detected after first upload; you decline to pay the delta) | Full refund of the engagement |
| Analysis commenced, before delivery | Non-refundable (work committed) |
| Delivered late (past published turnaround, your data was complete and timely) | 25% refund as sole remedy for delay |
| Quality dispute (you raise material inaccuracy within 14 days of delivery) | Case-by-case; reprocessing or correction first, refund where we determine in good faith that the Deliverable was unfit for its intended purpose |
| Subscription cancelled mid-period (Freight Monitoring or 3PL Cost Monitoring) | No proration; you retain access to deliverables through the end of the paid period; no renewal billed |
| Service materially fails an Australian Consumer Law guarantee | As required by law (see clause 5) |
2. Before analysis commences
If you cancel your engagement before analysis has commenced (typically within 24 hours of payment and before data upload), you will receive a full refund less any non-recoverable payment processing fees charged by Stripe. Refunds are processed within 5–10 business days.
3. After analysis commences
Once analysis has begun on any Service, the Service fee is non-refundable. This is because:
- Computational resources and staff time are committed at the point of analysis commencement;
- Each Service is a diagnostic or advisory product, not a service conditional on specific findings or outcomes;
- We guarantee delivery of the Deliverables regardless of what those Deliverables contain.
4. Spend-band top-up flow
TLK Source pricing is banded by your annual spend (see pricing). The band you select at checkout is independently verified after your first data upload. If your verified annual spend materially exceeds the band you selected, we contact you with the evidence and request approval to top up to the correct band before delivery. You have three options:
- Approve the top-up. We invoice the delta via Stripe and proceed with delivery against the correct band.
- Decline the top-up. We refund the original engagement in full and close the engagement.
- Discuss. Reply to the top-up notification email; we will review the evidence with you and adjust where appropriate.
If you do not respond within 14 days of the top-up request, the top-up automatically expires and the engagement is refunded.
5. Service-level delay refund
Each Service has a published turnaround SLA on its product page:
- 3PL Health Check — 5 business days from complete data and cleared payment.
- 3PL Cost Monitoring — Health Check delivered as first report within 5 business days; ongoing oversight thereafter.
- Freight Monitoring — first monthly report within 30 days of the first complete data period; ongoing monthly cadence thereafter.
- Freight Tender — 4 weeks end-to-end from completion of the 13-section intake.
- 3PL Tender — 6 to 8 weeks end-to-end from completion of intake.
If TLK Source fails to deliver within the published turnaround (measured from receipt of complete data, cleared payment, and any required Q&A), you are entitled to a 25% refund of the Service fee. This is your sole remedy for delay. The turnaround clock pauses while we are waiting on clarification or additional data from you.
6. Quality disputes
If you believe the Deliverables are materially inaccurate or incomplete, please raise your concern by emailing hello@tlksource.com.au within 14 days of delivery. We will:
- Acknowledge your concern within one business day;
- Investigate the specific finding(s) in dispute;
- Provide explanation, correction, or reprocessing where appropriate.
Disputes are handled on a case-by-case basis. Quality disputes are not a basis for automatic refund except where TLK Source determines, in good faith, that material error in our analysis caused the Deliverables to be unfit for their intended purpose.
7. Australian Consumer Law rights
Nothing in this Refund Policy limits your rights under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010). You may be entitled to remedies not expressly described in this Policy where our Service fails to meet a Consumer Guarantee, including:
- The guarantee that services will be provided with due care and skill;
- The guarantee that services will be fit for a particular purpose made known to TLK Source;
- The guarantee that services will be provided within a reasonable time.
8. How to request a refund
To request a refund, email hello@tlksource.com.au with the subject line "Refund Request" and include:
- Your engagement reference number;
- The reason for your refund request;
- Any supporting information.
We will respond within two business days.
9. Contact
For any questions regarding this Policy, contact hello@tlksource.com.au.
TLK Source
ABN: 16 525 180 164
Australian-owned and operated