Refund and Return Policy

1. Introduction

This Refund & Return Policy outlines the conditions under which Cyberhaven Technologies (Vstrah Pty Ltd – Trading as Cyberhaven Technologies) accepts returns, processes refunds, and handles warranty claims for hardware, software, and IT services.
Our aim is to provide transparency, fairness, and compliance with Australian Consumer Law while ensuring the highest level of customer satisfaction.

2. General Policy Statement

Cyberhaven Technologies offers refunds, replacements, or repairs in accordance with:

• Australian Consumer Law
• Manufacturer warranty terms
• Industry-standard ICT service practices

This policy applies to all transactions involving hardware, software, IT services, digital products, and consulting services provided by Cyberhaven Technologies.

3. Hardware Refund & Return Policy

3.1 Eligibility for Return

Hardware products may be eligible for return if:

• They are faulty or defective within the warranty period
• They arrive damaged due to shipping
• The incorrect product was supplied

3.2 Non-Returnable Hardware

The following items cannot be returned unless faulty:

• Opened or used items
• Custom-built or special-order equipment
• Items damaged due to misuse, accidental damage, liquid damage, or neglect
• Items showing unauthorised repair attempts or modifications

3.3 Replacement or Repair

If eligible, products may be:

• Repaired under manufacturer warranty
• Replaced with the same or equivalent model
• Refunded if a repair or replacement is not available

3.4 Return Conditions

To process a return:

• Proof of purchase must be provided
• All accessories, packaging, and components must be included
• The item must be inspected by Cyberhaven Technologies or the manufacturer

4. Software Refund Policy

4.1 Non-Refundable Software

Digital software products and licenses are non-refundable once:

• A license key has been issued
• Software has been downloaded
• Activation, installation, or user registration has occurred

This includes:

• OEM licenses
• Subscription-based software
• Antivirus and security suites
• Productivity and business software

4.2 Exceptions

A refund may be issued only if:

• The license key has not been activated
• The wrong software was provided by mistake
• The product was unavailable and no alternative exists

5. IT Service Refund Policy

5.1 Refundable Services

A refund may be offered for services only when:

• The service was not provided at all
• The service provided was significantly different from what was agreed
• Cyberhaven Technologies is unable to deliver the agreed solution

5.2 Non-Refundable Services

Refunds cannot be issued for:

• Labour already completed
• Diagnostic services
• Call-out or travel fees
• Partial work performed prior to cancellation
• Issues caused by third-party systems, software, or customer-side problems

5.3 Best-Effort Services

Some services, such as data recovery, malware removal, or complex troubleshooting, are offered on a best-effort basis.
Refunds are not provided where successful results are not guaranteed.

6. Managed IT Services (MSP) & Subscription Refunds

• Monthly or annual plans are non-refundable once activated
• Early cancellation may be permitted, but unused time is non-refundable
• Hardware included under managed plans is covered by the respective warranty
• Service level agreements (SLAs) remain valid until cancellation is confirmed

7. Change of Mind

Cyberhaven Technologies does not offer refunds or exchanges for:

• Change of mind
• Incorrect purchases not caused by Cyberhaven
• Customer ordering errors

8. Warranty Claims

8.1 Manufacturer Warranty

Hardware warranties are provided by the manufacturer, not Cyberhaven Technologies.
We assist customers with:

• Lodge warranty claims
• Troubleshooting issues
• Communicating with suppliers

8.2 Warranty Exclusions

No warranty applies to:

• Physical damage
• Liquid damage
• Burnt components
• Environmental damage
• Faults caused by customer-installed software
• Data loss

9. Refund Processing Time

Once approved, refunds may take:

• 3–7 business days for banking processing
• Up to 14 days for merchant gateway or card refunds
• Longer for refunds that depend on third-party suppliers

Refunds will be issued via the original payment method unless agreed otherwise.

10. Customer Responsibilities

To support a smooth return/refund process, customers must:

• Provide proof of purchase
• Follow Cyberhaven instructions during troubleshooting
• Return hardware in safe and secure packaging
• Provide accurate device access for diagnosis
• Maintain data backups before service

11. Contact Information

For refunds, returns, or warranty inquiries, contact:

Cyberhaven Technologies
Vstrah Pty Ltd – Trading as Cyberhaven Technologies
Level 1 153 Macquarie Street, Hobart TAS 7000 | GPO BOX 552, HOBART, 7001, TASMANIA.
+61 452 499 995
support@cyberhaven.com.au
www.cyberhaven.com.au