Last updated:  28 August 2026

1. PURPOSE

This Policy explains how Bookings, Engagements, Cancellations and Refunds are managed by Bridgent Holdings Pty Ltd trading as CheckConnect (“CheckConnect”).

It should be read together with the CheckConnect Terms & Conditions, which form part of every Engagement.

2. BOOKING AND ENGAGEMENT

2.1 Discovery Call

The Discovery Call is provided at no cost and gives both the Client and CheckConnect an opportunity to discuss the proposed Services.

A Discovery Call does not create an Engagement or oblige either party to proceed.

2.2 Quotes

Following the Discovery Call, CheckConnect may issue a Quote based on the requested Services.

Unless otherwise stated, Quotes remain valid for 7 Business Days from the date of issue. The Quote will specify the date on which it expires.

2.3 Engagement Confirmation

An Engagement is formed in accordance with the Terms & Conditions.

Once an Engagement has been formed, CheckConnect will confirm the Commencement Date of the Engagement together with any information, documents or instructions required before the Services commence.

2.4 Commencement

CheckConnect will determine the Commencement Date of each Engagement based on the agreed Services, location, availability and other operational requirements.  Where a Commencement Date is specified in the Quote or Engagement Schedule, that will take precedence.

The following commencement categories apply where a Commencement Date has not otherwise been specified:

Same-Day Engagement

Available where CheckConnect confirms that the Engagement can commence on the same Business Day.

Complete instructions must be received before 12:00 pm (AEST/AEDT) on the commencement day.

Next-Business-Day Engagement

Available where CheckConnect confirms that the Engagement can commence on the next Business Day.

Complete instructions must be received before 9:00 am (AEST/AEDT) on the commencement day.

Standard Engagement

Applies to all other Engagements unless otherwise agreed.

Complete instructions must be received before 12:00 pm (AEST/AEDT) on the second Business Day after the Engagement is confirmed.

2.5 Client Instructions

The Client must provide all requested information, documents and instructions within the applicable timeframe for the Engagement.

Where the required information, documents or instructions are not received before the applicable deadline, the Engagement will be automatically cancelled by CheckConnect.

Any refund payable will be determined in accordance with this Policy.

3. CHANGES TO AN ENGAGEMENT

3.1 Requesting Changes

The Client may request changes or minor variations to an Engagement before or during the Services.

Whether a request can be accommodated will depend on the nature of the request and its impact on the Engagement.

3.2 Minor Variations

Minor variations that do not fundamentally change the Engagement may be accommodated at CheckConnect’s discretion.

Where appropriate, Additional Charges, revised Deliverables or other reasonable adjustments may apply.

3.3 Change Requests

Where a request fundamentally changes the agreed Services, scope, location, timing, Deliverables or other key characteristics of the Engagement, CheckConnect may treat the request as a Change Request in accordance with the Terms & Conditions.

Depending on the circumstances, CheckConnect may:

• accept the Change Request;
• issue a revised Quote;
• revise the commencement of the Engagement;
• require the request to be treated as a new Engagement; or
• decline the Change Request.

3.4 Effect on the Engagement

A request to change or vary an Engagement does not automatically cancel the Engagement or entitle the Client to a refund.

Any cancellation or refund will be assessed in accordance with this Policy.

4. CLIENT CANCELLATIONS

4.1 Cancellation Requests

The Client may cancel an Engagement at any time by providing written notice to CheckConnect.

A cancellation request takes effect when the written notice is received by CheckConnect.

The timing of the cancellation will determine whether a refund is payable under this Policy.

4.2 Before Commencement Date

Where the Client cancels an Engagement before the Commencement Date, any refund will be determined in accordance with this Policy.

4.3 After Commencement Date

Where the Client cancels an Engagement on or after the Commencement Date, CheckConnect may deduct the value of any Services performed, work completed, time spent, travel undertaken or other costs reasonably incurred before determining any refund.

4.4 Completed Engagements

Once the Engagement has been completed and the agreed Deliverables have been provided, the Engagement is considered complete.

No refund is payable after completion.

Clients may contact CheckConnect within 5 Business Days of receiving the Deliverables to ask reasonable questions or seek clarification relating to the completed Engagement at no additional charge.

Any additional work requested beyond clarification will be treated as a Change Request, Additional Service or new Engagement and will incur additional charges.

4.5 Unresponsive Clients

Where the Client does not provide the required information, documents, instructions or responses within the applicable timeframes, CheckConnect will cancel the Engagement.

Any refund will be determined in accordance with this Policy, having regard to the work completed and costs reasonably incurred before the Engagement was cancelled.

5. REFUNDS

5.1 General Principles

Refunds are assessed on a case-by-case basis in accordance with this Policy and the Terms & Conditions.

Where a refund is payable, the amount refunded will depend on the stage of the Engagement, the Services performed and the costs reasonably incurred by CheckConnect.

5.2 Full Refunds

A full refund will generally be provided where:

• the Client cancels the Engagement before any work has commenced; or
• CheckConnect is unable to commence the Engagement for reasons within CheckConnect’s reasonable control.

5.3 Partial Refunds

Where work has commenced, CheckConnect may deduct the value of Services performed and costs reasonably incurred in connection with the Engagement, including, but not limited to, planning, administration, coordination, communications, time spent, travel undertaken and other work reasonably performed before determining any refund.

The amount of any partial refund will depend on the work completed and the costs reasonably incurred before the Engagement was cancelled.

5.4 No Refunds

No refund is payable where:

• the Engagement has been completed and the agreed Deliverables have been provided;
• the Client changes their mind after the Engagement has been completed; or
• the Client requests additional Services after the Engagement has been completed.

5.5 Method of Refund

Where a refund is approved:

• refunds will be made in Australian Dollars (AUD);
• refunds will be paid to the original payer using the original payment method where reasonably practicable;
• where payment was made by bank transfer, the Client must provide an Australian bank account capable of receiving the refund in Australian Dollars (AUD);
• refunds will not be split between multiple accounts or paid to a third party unless CheckConnect is satisfied that the original payer has provided written authority and CheckConnect agrees to the alternative arrangement;
• CheckConnect is not responsible for exchange rate fluctuations, currency conversion losses or fees charged by financial institutions or payment providers; and
• where alternative payment methods are introduced in the future, refunds will generally be made using the original payment method unless otherwise agreed or required by law.

5.6 Refund Processing

Approved refunds will normally be processed within 10 Business Days after CheckConnect confirms the refund amount.

Where reasonably practicable, refunds may be processed earlier.

6. CONTACT US

If you have any questions about this Policy, wish to cancel an Engagement, request a refund or otherwise contact us regarding a Booking or Engagement, please contact:

Bridgent Holdings Pty Ltd Trading as CheckConnect

Email: customerservice@checkconnect.com.au

Website: www.checkconnect.com.au

Where this Policy requires written notice, requests should be submitted by email unless CheckConnect agrees otherwise.

7. CHANGES TO THIS POLICY

CheckConnect may amend this Policy from time to time to reflect changes to its Services, business practices or legal obligations.

The most current version of this Policy will be published on the CheckConnect website and will apply from the date it is published, unless otherwise stated.

This Policy applies to all Bookings and Engagements entered into after the effective date of the revised Policy. Existing Engagements will continue to be governed by the version of this Policy that applied when the Engagement was formed, unless otherwise agreed in writing or required by law.