This Refund Policy outlines the terms under which TFG Group Pty Ltd (“TFG Group”, “we”, “our” or “us”) handles cancellations, refund requests and disputes relating to our metal fabrication, welding and industrial services. As a services-based company rather than a retail operation, our refund practices are structured around project agreements and service delivery milestones rather than standard product returns.
Service Agreements
All work undertaken by TFG Group is governed by a service agreement or written quote accepted by the client prior to commencement. These agreements outline the scope of work, project timeline, payment schedule and any specific conditions relevant to the engagement. We strongly encourage all clients to review their service agreement thoroughly before providing acceptance, as the terms contained within it form the basis of our working relationship and any subsequent refund considerations. Where a formal agreement has not been executed, the accepted quote and any accompanying correspondence will serve as the governing terms.
Cancellation Terms
Clients may request cancellation of a service engagement by providing written notice to our team. The terms of cancellation depend on the stage of the project at the time the request is received:
- Before work commences: If you cancel before any fabrication, procurement or preparatory work has begun, you are entitled to a full refund of any deposits or advance payments made, less any reasonable administrative costs incurred in processing your order
- After work has commenced: Once materials have been ordered, cut or fabricated, or labour has been allocated and work has begun, cancellation will be subject to charges that reflect the cost of materials consumed, labour performed and any subcontractor commitments already made on your behalf. We will provide an itemised breakdown of these costs upon request
- Custom or bespoke fabrication: For work that has been manufactured to your specific design or specifications, cancellation after production has started may not be eligible for any refund, as custom-fabricated items cannot be repurposed or resold
Refund Eligibility for Prepaid Services
Where a client has made advance payment for services that have not yet been delivered, the following conditions apply to refund eligibility:
- If the delay or non-delivery is attributable to TFG Group, the client is entitled to a full refund of the prepaid amount or, at the client’s preference, rescheduling of the work at no additional cost
- If the client requests cancellation of prepaid services for reasons unrelated to our performance, refund eligibility will be assessed based on the stage of preparation and any expenses already incurred, as outlined in the cancellation terms above
- Refunds for partially completed work will be calculated on a pro-rata basis, reflecting the proportion of the project that has been delivered to a satisfactory standard
All approved refunds will be processed within 14 business days using the original payment method. If the original method is no longer available, we will arrange an alternative means of reimbursement in consultation with the client.
Defective or Unsatisfactory Work
TFG Group stands behind the quality of our workmanship. If you believe that completed work does not meet the specifications agreed upon in your service agreement, please notify us in writing within 14 days of project completion or delivery. We will arrange an inspection and, where the concern is substantiated, offer one of the following remedies at our discretion:
- Rectification of the defective work at no additional charge
- A partial refund proportional to the deficiency identified
- A full refund where the work is fundamentally unfit for the agreed purpose and rectification is not feasible
These remedies are provided in addition to any rights you may have under the Australian Consumer Law. Nothing in this policy limits or excludes consumer guarantees that apply to our services under the Competition and Consumer Act 2010 (Cth).
Dispute Resolution
If a disagreement arises regarding cancellation charges, refund amounts or the quality of work delivered, we encourage clients to raise the matter directly with our project management team in the first instance. We are committed to resolving disputes fairly and promptly through the following process:
- Step 1: Submit a written description of your concern to info@unvocated.com, including any supporting documentation such as photographs, correspondence or contract references
- Step 2: Our team will review your submission and respond with a proposed resolution within 10 business days
- Step 3: If the matter cannot be resolved through direct negotiation, either party may refer the dispute to an independent mediator agreed upon by both parties, with costs shared equally
If mediation does not result in a satisfactory outcome, the dispute may be escalated to the relevant Australian court or tribunal in accordance with the governing law provisions set out in our Terms and Conditions.
Contact Us
For any questions regarding this Refund Policy, or to submit a cancellation or refund request, please contact us at info@unvocated.com. We aim to acknowledge all enquiries within two business days.