Refund and cancellation policy

• Seats: invoiced monthly in advance; hours not worked are credited on the next invoice. Any credit left when a Seat ends is refunded within 10 business days. The Right Hands Guarantee can mean you pay nothing for a week. That is a waived fee, credited, not a cash refund.
• Studio Test Drive: don't love it? Ask us in writing within 14 days of delivery and we refund what you paid for it in full.
• Studio plans: month to month. Cancel anytime. Your plan ends at the end of the month you have paid for, with no cancellation fee.
• Rollover: Unused hours roll over for one month.
• To ask: email hello@gethands.com.au, or message us in the client app.

• Notice. Either of us can end a Seat with 30 days' notice in writing, by email or in the client app. You pay for the hours your person works during the notice period. There is no setup fee and no exit fee. In a new Seat's first 7 days you can end it straight away, with no notice (see the conditions below).
• Billing. Each month is invoiced in advance: your person's hourly rate, times their weekly hours, times 52, divided by 12 (part months by working days). Your first invoice is paid before your person starts. Hours not worked, such as absences, gaps between people and waived days, are credited on your next invoice, and approved overtime is added to it. When a Seat ends, any credit left over is refunded within 10 business days. Invoices are due within 7 days.
• Hours not worked. You aren't charged for hours your person doesn't work, apart from paid leave. They are credited on your next invoice. If an invoice is wrong, tell us and we correct it on your next invoice or refund the difference.

The Right Hands Guarantee. Every new Seat comes with these promises:

• A tested shortlist within 72 hours of your call, or your first week is free.
• Not right in week one? You pay nothing for that week.
• Love your person in the first 30 days, or we replace them free, as many times as it takes. After that, replacements are still free.

The conditions:

• Shortlist: we deliver a shortlist of tested candidates for the role you ask for within 72 hours of your demo call, including weekends. If we don't, we waive the first 7 days of Seat fees for the first Seat you hire from that request.
• First 7 days: if you tell us in writing within the first 7 days after your person starts that they aren't right, we waive the Seat fees for those 7 days. You can then have a free replacement, or end the Seat straight away with no 30 days' notice. After the first 7 days, 30 days' notice applies as normal. The shortlist waiver and this waiver don't both apply to the same 7 days.
• Replacement: for a new Seat's first 30 days from the person's start date, if your person isn't the right fit, tell us and we replace them at no charge, as often as you need. Each replacement person gets their own 30 days. The first 7 days waiver applies to the first person only: a replacement is billed from their first day. We aim to have a replacement working within 7 days, and you pay nothing for the gap, because hours not worked aren't billed.
• After the first 30 days: if your person leaves, or isn't meeting their level or the right fit, tell us in writing and we start on a replacement straight away, at no charge, as often as you need. Hours not worked aren't billed.

Waived days are credited on your next invoice, or refunded within 10 business days if the Seat ends. They aren't otherwise paid out as cash, and there's no money-back guarantee on Seats.

The refund. If you don't love your Test Drive, ask us in writing within 14 days of its delivery and we refund what you paid for it in full.

• Delivery is the day we hand over the last piece of work from your Test Drive.
• You don't have to give a reason, although we would like to hear it.
• We refund the full price you paid, including any GST, VAT or sales tax we charged, to the card or account you paid with, in the same currency.
• We send the refund within 10 business days of your request. Your bank may take a few more days to show it.
• One Test Drive per business.
• If you take the refund, we don't release the Test Drive files, and the work stays with Get Hands.

The credit. If you start a Studio plan within 14 days of your Test Drive's delivery, we take what you paid for it off your first month. It's a credit, not cash. It can't be used with a Test Drive refund: once the credit is used, the refund no longer applies, and a refunded Test Drive earns no credit.

First draft. For a job estimated at 10 hours or less, with a complete brief, you get the first draft within 48 hours of the complete brief, not counting time we're waiting on you (such as approving the estimate). If you don't, that job is free: its hours aren't taken from your plan. This gives you the hours back, not cash.

• Renewal. Plans are month to month. Each plan renews every month on its renewal date, and we charge your saved card or account in advance, until you cancel.
• Cancelling. Cancel anytime in the client app, or by email. Cancelling takes effect at the end of the month you have already paid for. There is no cancellation fee. We don't refund part of a month that has started, unless the law requires it or this policy says so.
• Unused hours. Unused hours roll over for one month. We use your oldest hours first. Hours not used by the end of the following month expire.
• When a plan ends. You can still use the hours you have paid for during the next 30 days. After that they expire. Unused hours are not refunded as cash, except where the law requires it.
• Top-ups. Extra hours are paid when you buy them, and they last for the rest of that month and the next month.
• Commitment terms. If you chose a commitment for bonus hours (10% bonus hours on a 6-month commitment, or 20% bonus hours on a 12-month commitment) and you cancel before it ends, we stop adding bonus hours, and we charge the bonus hours you have already used at your plan's hourly rate on your final invoice. That's the only cost. Unused bonus hours simply lapse.
• Redo. Every job includes one free redo, within the approved brief. Ask for it within 14 days of delivery, as one list of changes. A new direction, new ideas or extra pieces are new work, estimated first. Stages you have approved, such as the concept, stay approved. Further rounds of changes use hours from your plan, at your plan's rate.

Please talk to us first. Most problems are fixed fastest by email.

• If you dispute a payment with your bank or card provider, we give them the facts of the order, including any refund we have already made.
• While a dispute is open, we may pause new work on that order.
• If the bank finds the charge was valid, the amount is still payable.
• We never charge a fee for a dispute.

Email hello@gethands.com.au, or message us in the client app, with:

• your business name and the email you use with us;
• the order, invoice or Seat it is about; and
• what you are asking for: a refund, a waived week, a replacement or a cancellation.

"In writing" means an email or a message in the client app. We respond to every request (a refund, a cancellation, a waiver or a complaint) within 1 business day.

• Test Drive refundAsk within 14 days of delivery. We refund within 10 business days of your request.
• Test Drive creditStart a plan within 14 days of the Test Drive's delivery. We credit it on your first plan invoice.
• Seats first 7 days waiverTell us within the first 7 days after your person starts. Those 7 days are credited on your next invoice. First person only.
• Ending a new Seat earlyWithin the first 7 days after your person starts: end it straight away, with no notice, and those 7 days are waived.
• Seats shortlist waiverNothing to do: it applies if we miss the 72 hours (weekends count). The first 7 days of your first Seat from that request are not charged.
• Seats replacementTell us within 30 days of that person's start date (each replacement gets its own 30 days). We aim to have a replacement working within 7 days, and you pay nothing for the gap.
• If your person resigns or leavesNothing to do: we start on a replacement straight away and tell you within 1 business day.
• Ending a Seat after the first 7 days30 days' notice. You pay for hours worked to the end of the notice.
• Cancelling a Studio planBefore your next renewal date. The plan ends at the end of the paid month.

Australia. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

The promises in this policy (The Right Hands Guarantee, The Studio Promise and the Test Drive refund) are given by Get Hands, whose address is under Contact us. You can reach us at hello@gethands.com.au or on +61 3 4421 6491. You claim them as set out in How to ask, and it costs you nothing to claim. Their benefits are in addition to your other rights and remedies under a law in relation to the services.

New Zealand. If you are in trade and buy our services for your business, we have agreed in our client terms that the Consumer Guarantees Act 1993 doesn't apply, to the extent the law allows. If you buy them for personal use, your rights under that Act remain.

United Kingdom. If you buy as a consumer (for yourself, not your business) online or by phone, you can cancel within 14 days of the day the contract is made, without giving a reason. If you ask us to start within those 14 days and then cancel, you pay for the work we did up to the time you told us. Once we have finished the work at your request within that time, the right to cancel ends. Our online checkout in the UK is for businesses.

United States. Studio plans renew monthly until you cancel, and you can cancel online at any time. If a state law gives you more rights about renewals or cancellation, those rights apply.

Questions about this policy? Email hello@gethands.com.au or call +61 3 4421 6491.

Who you're dealing with. Get Hands. Our address is 8/26 Davison Street, Richmond VIC 3121, Australia.