Refund Policy

Last updated: October 2026

This Refund Policy applies to all bookings made through the Parichay marketplace ("App"), operated by Pixel Pundit (ABN 89 110 117 979). This policy complies with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010.

Your Consumer Guarantee Rights

Under the Australian Consumer Law, services come with automatic consumer guarantees that cannot be excluded. Services must be:

• Provided with due care and skill
• Fit for a particular purpose (where made known)
• Supplied within a reasonable time (when no time is set)

If a service fails to meet these guarantees, you are entitled to a remedy regardless of any other terms in this policy. Remedies may include a refund, compensation for damages, or having the service re-performed at no additional cost.

This policy does not limit or replace your rights under the ACL.

Provider Cancellations and No-Shows

• If a provider cancels a confirmed booking, or does not show up for it, you get a full refund of everything you paid, including the app fee, and any Parichay credit you used is returned to your account.
• When the provider cancels, the refund is issued automatically to your original payment method via Stripe. If the provider does not show up, tap Report an issue on the booking and our team issues the refund.
• Once processed, refunds typically appear within 5–10 business days, depending on your financial institution.

Customer Cancellations

• Before you pay a deposit, you can cancel a booking yourself at any time from the booking — no charge applies, because no payment has been taken.
• Once you have paid a deposit, the booking can no longer be cancelled directly. If something is wrong, tap Report an issue on the booking to raise a dispute and our team will review it (see Disputes below for the possible outcomes).

Important: "Change of mind" after a service has been delivered as described is not automatically refundable. The Australian Consumer Law does not require refunds for change of mind on services, but your consumer-guarantee rights always apply.

Disputes & Service Quality Issues

If you are not satisfied with a service, you can raise a dispute from the booking in the App:

1. Contact the provider directly via in-app messaging to attempt resolution
2. If you can't resolve it, open the booking and tap Report an issue to raise a dispute. Add a description and up to five photos. You can do this any time before the provider's payment is released — up to 48 hours after the booking is marked complete. Photos must be taken with the in-app camera. Whoever marks a booking complete takes at least one photo of the finished work in the App. While a dispute is open, the customer and the provider can each add photos. Each party can have up to five photos on a dispute in total, including the photos added when it is raised.
3. The provider's payout is held while our team reviews the evidence and messages from both parties.
4. A dispute ends one of two ways: the booking amount is refunded (your deposit, and the balance if you paid it), or there is no refund. There is no partial refund. If the provider did not show up, it is treated as a provider cancellation and you get a full refund, including the app fee.

Both customers and providers have the opportunity to present their case.

Platform Fees

Parichay charges a 5% app fee (platform service fee) on each payment you make. The amount is shown before you confirm payment. The app fee is:

• Refunded in full if the provider cancels the booking or does not show up
• Not refunded in any other case, including when a dispute is resolved in your favour (the booking amount is refunded) and when you cancel or change your mind after paying

Parichay credit (referral or promo credit) you used is returned only if the provider cancels or does not show up, or if a booking is cancelled before anything is paid. Otherwise it counts as spent.

Nothing in this section limits your rights under the Australian Consumer Law.

External Escalation

If you are not satisfied with the outcome of Parichay's dispute process, you may escalate to:

• Your state or territory consumer affairs or fair trading body:
  • VIC: Consumer Affairs Victoria (1300 558 181)
  • NSW: NSW Fair Trading (13 32 20)
  • QLD: Office of Fair Trading (13 74 68)
  • SA: Consumer and Business Services (131 882)
  • WA: Consumer Protection (1300 304 054)
  • TAS: Consumer, Building and Occupational Services (1300 654 499)
  • ACT: Access Canberra (13 22 81)
  • NT: Consumer Affairs (1800 019 319)
• The Australian Competition and Consumer Commission (ACCC): www.accc.gov.au

You also have the right to pursue the matter through your local court or tribunal (e.g., VCAT in Victoria, NCAT in NSW).

Contact: support@parichay.com.au