Refund Policy

This Refund Policy sets out our commitment to take care of refund requests related to orders on our website supervisor.com.au and its addon domain names linked to supervisor.com.au (hereinafter the ‘Site’) that were placed for purchasing products or addons on our Site as well as its web and mobile applications (hereinafter ‘Services’). In this Refund Policy we, us or our means Kivso International Trading Pty Ltd T/A Supervisor ABN 91 164 213 003. Services purchased from us may be refunded only if cancelled within the Refund Period specified below in this policy. Some Services have different policies or requirements for a refund associated with them, including some Services that are not eligible for a refund under any circumstance. Please see below for refund terms applicable to such Services.

Date of the transaction, for the purpose of this Refund Policy, means the date of purchase of any Services, which includes the date any renewal is processed by us in accordance with the terms and conditions of the applicable product or service agreement.

Refund Period: a refund will be automatically processed for Services subject to the Standard Refund Terms. For Services eligible for a refund but subject to Non-Standard Refund Terms, you may contact our customer service using this link or by the contact detail set out hereunder, within the applicable Refund Period to request a refund.

Standard Refund Term:

• 1. Domain Registrations / Transfers:
  • 1.1 We mainly offer .com.au and .net.au domain name registrations. Other websites should be used for other domain extensions.
  • 1.2 Domain registrations have a 3 days Grace Period from the date of the transaction during which a registrar can cancel a new domain name and receive a full refund from the .au Registry, only if a domain is cancelled during the 3 day Grace Period. A full refund for the domain registration fee will be issued.
  • 1.3 Refund requests must be made in writing and sent to us via email. You must include the domain password with the refund and cancellation request. The domain password can be accessed from this URL: https://pw.auda.org.au.
  • 1.4 You can also retrieve your DOMAIN PASSWORD from your account. Simply Go to My Account > Domain name > Domain EPP Code.
  • 1.5 Domain Transfers normally do NOT incur a fee in .au domain names unless your transferred domain name has less than 90 days until its expiry date. In this case, a payment is made to .au Registry in order to renew your domain for an additional year before transferring it, and this payment is NOT REFUNDABLE.
  • 1.6 After a refund request has been lodged within the Refund Period, we will process the request within the next 14 [fourteen] days, in order to establish if there is room for refund. Nonetheless, the process of assessment, evaluation, and the eventual refund shall never exceed a period of 30 [thirty] days from the date of the refund request lodgement.
• 2. Domain Auctions (Drop-catching Service):
  • 2.1 We use bleeding-edge technologies on our Site such as Two-factor Authentication (2FA) in order to make sure you are the only authorised person who can access and place bids from your account. In addition, for placing bids, the same type of securely generated 2FA codes will be asked, and a secondary confirmation page will be shown to reduce the human errors to an absolute minimum.
  • 2.2 As we acquire domain names under the ABN of the winning bidder and issue the invoice AFTERWARDS, we DO NOT provide refunds on cancelled domain auctions bids. Therefore, under no circumstances we will issue a refund for a winning bidder.
  • 2.3 Upon winning an auction, payment for the domain must be made.
• 3. Domain Portfolio Management:
  • 3.1 Upon accepting the proposal sent to you and the amount agreed to manage your portfolio of the domain names by our team members, a contract would be signed that lists the scope of service.
  • 3.2 If the contract is signed and the domain names are transferred to us, we will NOT be able to provide any refund because the service was commenced.
  • 3.3 If the contract is signed and the domain names are yet to be transferred to us, we will charge 10% cancellation fee.
  • 3.4 If eligible for a refund, we will process the request within the next 14 [fourteen] days, in order to establish if there is room for refund. Nonetheless, the process of assessment, evaluation, and the eventual refund shall never exceed a period of 30 [thirty] days, from the date of the refund request lodgement.
• 4. Domain Brokerage Service:
  • 4.1 If you appoint our service to be your domain brokerage service, a single $500 payment is payable to our account before starting the domain brokerage service. This amount is NON-REFUNDABLE.
  • 4.2 If we find you a domain name and place the deal for you, in addition to the price of the domain name, only 10% of the agreed price for that domain name is payable to us. Since the service was successfully delivered to you, this amount is NON-REFUNDABLE.
  • 4.3 If the ownership of the domain name is transferred to your ABN, and we accepted to act as middleman (escrow service) and receive the payment that should be paid to the owner of the domain name, that amount is NON-REFUNDABLE; since as opposed to other domain-related service, this type of transaction is a deal under a contract with the seller of the domain name. It is advised that you research well before making any payments.
  • 4.4 If the domain name is not transferred to you within 14 [fourteen] days, and we accepted to act as middle-man (escrow service) and receive the payment that should be paid to the owner of the domain name, upon receiving the formal cancellation letter from you in writing, we WILL refund the amount back to the account made the payment, within the next 14 [fourteen] days.

How Do I request a refund if I am eligible?

If you wish to request for a refund regarding a Service provided by us, you should lodge the refund claim in writing to the email hereunder. If you need help lodging a refund claim, you can contact us. You can contact us by:

• Contact form: Click Here
• Telephone: 1800 184 272
• Post: PO Box 333, Heidelberg VIC 3084

Changes to our Refund Policy:

We reserve the right to modify this Refund Policy at any time. If we decide to change Refund Policy, we will post those changes to this Refund Policy and any other places we deem appropriate, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.

If we decide to change our we will post those changes on this Site. We recommend you check our Site regularly to ensure you are aware of our current Refund Policy.