Refund & Cancellation Policy

You pay ToolpathCloud for each programming job, so refunds come from us. This policy explains when you can cancel, how revisions and disputes work, and how refunds are paid.

Your rights under the Australian Consumer Law

Our services come with guarantees that can’t be excluded under the Australian Consumer Law: they must be provided with due care and skill, be fit for the purpose you made known to us, and be supplied within a reasonable time. Nothing in this policy limits those rights.

If there’s a major failure, you can cancel and get a refund, or ask for compensation for the drop in value. If the failure isn’t major, we’ll fix it within a reasonable time, normally through a revision. If we don’t, you can have it fixed elsewhere and recover the reasonable cost, or cancel and get a refund.

Quotes

Submitting a job and getting a quote costs nothing and commits you to nothing. You’re only charged when you pay the quote. Quotes last 14 days.

Cancelling a job

• Before a programmer has started: contact us and we’ll cancel and refund the job in full.
• After a programmer has started: work is under way, so a change of mind isn’t automatically refundable. Contact us and we’ll work out a fair outcome with you. If we’re late or can’t complete the job, you get a full refund.

Revisions

When a program is delivered, you have 7 days to prove it out and either accept it, ask for a revision, or raise a dispute. If it doesn’t run as it should on the machine, post and tooling you supplied, or doesn’t meet the requirements you gave us, ask for a revision. It’s free, and the programmer normally turns it round within 2 working days.

A revision corrects the program to what you supplied and asked for. A changed model, a different machine or new requirements are a new job.

Disputes

If a revision hasn’t fixed the problem, or you think the program can’t be fixed, raise a dispute from the job page. We review the job, your notes and the program. We then either confirm it as delivered, or cancel the job and refund it in full.

What isn’t covered

Within your Australian Consumer Law rights, we don’t refund for problems caused by:

• data that didn’t match your machine: a wrong or incomplete post processor, machine definition, or tool library (for example wrong stick-outs or holders);
• a model, drawing, stock size or tolerance that was wrong when you sent it;
• a setup, workholding, tool or offset that differs from what the job and setup sheet describe;
• running a program in production without proving it out first;
• changing your mind after the program is delivered.

How refunds are paid

Refunds go back through Stripe to the card you paid with, in the currency you paid in. They usually reach your account five to ten business days after we issue them, depending on your bank.

Chargebacks

Please contact us before raising a chargeback with your bank. Most problems are sorted faster directly, and a revision is often the quickest fix.

Contact

Use the messages on the job page, or email support@toolpathcloud.com with the job code. If you’re not satisfied with how we’ve handled it, you can contact the Australian Competition and Consumer Commission or your state or territory fair trading office.

See also our Terms of Service and Privacy Policy.