Refunds, cancellations and disputes

Last updated 3 August 2026

We sell a service, not a physical product, so nothing is ever shipped and there is nothing to return. This page sets out exactly what happens if you want to stop, if something goes wrong, or if you disagree with a charge.

Nothing on this page limits your rights under the Australian Consumer Law. If our services are not supplied with due care and skill, are not fit for the purpose we agreed, or are not delivered within a reasonable time, you have rights that cannot be excluded, and the remedy may be a refund. Because our services are supplied for less than $100,000, those guarantees apply even though you are buying as a business.

Cancelling a standing seat

Standing seats are month to month. There is no lock-in, no minimum term and no notice period.

Tell us in writing at any time and the seat stops at the end of the month you have already paid for.
You are not charged again after that.
Everything already produced and paid for stays yours.
Cancellation does not require a reason and we will not ask for one.

Cancelling a proof month

Before work starts. If you cancel before the onboarding call, you receive a full refund of the $1,800, no questions asked.
After work starts. We refund the proportion of the eight assets not yet delivered, on the schedule published on our home page. If four of the eight assets have been delivered, half the fee is refunded.
If we miss the schedule. If we fail to deliver the eight assets or the day 30 written report, and the delay is ours rather than a delay in your approvals, you receive a full refund on request.

If the ruling misses

The proof month ends with one agreed number measured against a baseline recorded before work started. If that number did not move, we say so in writing, the engagement ends there, and you keep everything we produced. We do not ask you to continue and we do not invoice you again.

To be clear about what this is and is not: the fee buys the work, and the work is delivered either way. A miss on the measure is not by itself a service failure and does not automatically refund the $1,800. What it triggers is a clean exit with no further charge. Where the work was not delivered, or was not delivered with due care and skill, the refund provisions above and your Australian Consumer Law rights apply instead.

How to request a refund

Email hello@nathanswan.com with your invoice number and what you want.
We acknowledge within one business day.
Where a refund is due, we approve it or explain our position within 5 business days.
Approved refunds are returned to the original payment method through Stripe, normally within 5 to 10 business days depending on your bank.

If you disagree with a charge

Contact us first at hello@nathanswan.com. Almost everything is resolved faster this way than through a chargeback, and we would rather fix it than argue about it.

If we cannot resolve it between us, you can raise the matter with your card issuer or bank, or with the ACCC or the fair trading body in your state. We will cooperate with any such process and provide the invoice, the delivery record and the correspondence.

Promotions

We do not run discounts, sales or limited-time offers. The only reduced rate we publish is the pair rate, where a buyer's agent and a mortgage broker hold seats together and the second seat is charged at half its standing rate. It has no expiry, it applies for as long as both seats are held, and it ends when either seat is cancelled.

Contact

hello@nathanswan.com . Brisbane, Queensland, Australia