Delivery & Refund Policy
Effective Date: October 2026 • Applicable to all ColdLedger extractions, statutory archives, and practice volume packs across Australia and New Zealand.
Our Guarantee: We Work Through Any Complications Until You Have Your Data
Because ColdLedger delivers custom, immediate digital ledger extractions, we do not offer change-of-mind refunds once extraction has commenced. However, we stand 100% behind the delivery of your statutory records. If your MYOB company file encounters API timeouts, large file bottlenecks, or schema complications, our engineering team will work through them with you directly until you have a complete, verified statutory vault — or we will issue a full refund.
1Nature of Digital Extraction Services
ColdLedger is a cloud-based data extraction, parsing, and offline archiving utility. When you initiate an Annual EOFY Snapshot or a 7-Year Statutory Vault, our system immediately allocates dedicated cloud compute instances, consumes third-party API rate quotas, and parses thousands of proprietary ledger entries and In-Tray binary attachments.
Because digital software services, compiled zip archives, and unencrypted offline viewer bundles cannot be physically returned or revoked once delivered to your machine, we do not offer refunds for change of mind, accidental purchases, or failure to check compatibility prior to ordering.
2Our "Complications Resolution Guarantee"
Extracting a complete 7-year statutory archive involves tens of thousands of journal rows, hundreds of general ledger accounts, and gigabytes of In-Tray receipt attachments. Third-party cloud APIs (such as MYOB) can experience intermittent rate throttling, gateway timeouts, or legacy data anomalies.
Here is exactly how ColdLedger handles complications to ensure you receive your complete, auditable archive:
If MYOB returns a HTTP 429 (rate limit) or connection reset during a massive export, our worker pauses automatically with exponential backoff and resumes from the exact last transaction saved.
Prior to sealing the archive, the engine automatically verifies that Trial Balance debits equal credits. If an unbalanced file or missing schema is detected, it is flagged for diagnostic review.
If your file encounters any roadblock, contact our engineers at [email protected]. We will manually inspect diagnostic logs, adjust batch chunk sizes, and re-run your extraction off-peak.
If an extraction fails, your vault credit is immediately re-credited. If an extraction cannot be completed after technical troubleshooting due to permanent API blocks, you receive a 100% full money-back refund.
3Australian Consumer Law & Statutory Guarantees
Nothing in this Delivery & Refund Policy is intended to exclude, restrict, or modify any statutory consumer rights you may have under the Australian Consumer Law (ACL), set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), or the Consumer Guarantees Act 1993 (NZ).
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 choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service.
4Practice Volume Packs & Credits Policy
- No Expiry Date: Pre-purchased practice credits (Starter, Pro, and Enterprise) never expire. Your firm can consume them over multiple financial years as clients transition or offboard.
- Flexible Re-allocation: Credits can be applied interchangeably toward Annual EOFY Snapshots (1 credit) or 7-Year Statutory Vaults (3 credits).
- Unused Bulk Credit Review: If an accounting practice purchases a volume pack and wishes to request a refund prior to initiating any extractions, requests made within 14 days of purchase will receive a refund minus standard card processing merchant fees.
5How to Request Support or File a Complication Ticket
If an extraction encounters an unexpected error, discrepancy, or timeout, follow these steps to trigger our engineering remediation protocol:
1. Email our dedicated technical desk: Send an email to [email protected].
2. Include your Job ID or Firm Name: Quote the extraction reference number shown on your screen or the email associated with your account.
3. Response SLA: Our team reviews extraction errors within 1 business day (with prioritized 4-hour turnaround for accounting firms during June/July EOFY peak periods).
Have questions about your specific company files?
Reach out to our engineering team or test our sandbox demo without entering any payment details.