Refund Policy

Last updated: June 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

• If a provider cancels a confirmed booking, you will receive a full refund of all amounts paid, including any platform service fees.
• Refunds for provider cancellations are initiated automatically and processed via Stripe to your original payment method.
• Refunds typically appear within 5–10 business days, depending on your financial institution.

Customer Cancellations

• Cancellation terms are set by each provider and clearly displayed at booking time before you confirm.
• Cancellations made more than 48 hours before the scheduled service are generally eligible for a full deposit refund, subject to the provider's stated cancellation policy.
• Cancellations within 48 hours may incur a cancellation fee as set by the provider.
• No-shows (failure to be available for a confirmed service without prior notice) are generally not eligible for refunds.

Important: "Change of mind" refunds (where the service was provided as described and meets consumer guarantees) are at the provider's discretion. The ACL does not require refunds for change of mind on services.

Disputes & Service Quality Issues

If you are not satisfied with a service, you may raise a dispute through the App within 7 days of the service date:

1. Contact the provider directly via in-app messaging to attempt resolution
2. If unresolved within 48 hours, raise a formal dispute in the App
3. Parichay will review evidence from both parties (photos, messages, booking details) and aim to reach a resolution within 14 days
4. Resolution may include a partial or full refund, depending on the circumstances

Both customers and providers will have the opportunity to present their case before a decision is made.

Platform Fees

Parichay charges a platform service fee on each transaction. This fee is:

• Refundable in full if the provider cancels the booking
• Refundable in full if a dispute is resolved in the customer's favour
• Non-refundable for customer-initiated cancellations or change of mind, unless otherwise determined through the dispute process

The platform fee amount is disclosed before you confirm payment.

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