Legal

Refund Policy

CardRevive policy on cancellations, refunds and dispute resolution for restoration services.

This policy separates voluntary change-of-mind cancellations from remedies for a service problem. Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing below limits a refund, re-performance, compensation or other remedy that the law requires.

Voluntary cancellation before physical assessment

If we accept your change-of-mind cancellation before physical assessment begins, an A$25 administration charge applies for submission setup, correspondence, payment or account handling and closure. Any lazy-intake administration amount already paid is credited against this A$25 component.

If we already hold the cards, collection from the Penshurst Lab is free. Selected return postage and carrier Extra Cover are additional. The administration charge does not apply where CardRevive cancels for its own convenience or where charging it would reduce a statutory remedy.

After assessment but before treatment

You may decline the restoration quote. The charges are the A$25 administration amount plus A$10 for every card actually physically assessed. They are separate charges: for three assessed cards, the subtotal is A$55, GST is A$5.50 and the GST-inclusive total is A$60.50 before return postage or carrier Extra Cover. Any lazy-intake administration amount already paid reduces the A$25 component, with GST recalculated, but does not reduce the inspection charges.

The portal or invoice itemises the charges and applicable GST. Collection from the Penshurst Lab is free; selected return postage and carrier Extra Cover are additional.

After treatment or third-party work begins

If you ask to cancel after approved work begins, cancellation may not be possible immediately. We may charge the administration and completed inspection amounts, work already performed or reasonably committed, irrecoverable third-party charges that were disclosed to you, and return costs. We do not charge for work that has not been performed or committed.

A grading fee is treated as committed only once it has been paid or irreversibly committed to the grading company. A grading result you dislike is not by itself a service failure, but this does not limit a remedy for CardRevive's own handling or intermediary service.

Unused prepaid amounts and account credit

Where a voluntary customer cancellation leaves an amount already paid for work that has not been performed or committed, the portal calculates an estimate and queues it as pending CardRevive account credit. Staff verifies the amount before it becomes active, and an active credit automatically reduces a future invoice. Voluntary cancellation credit is not an automatic Stripe or cash refund.

This account-credit process applies to a change of mind. It does not replace a monetary refund or any other remedy required by the Australian Consumer Law or another law. If CardRevive cancels for its own convenience, we do not charge the A$25 administration amount, we return the cards at our cost, and we return amounts paid for unperformed services to the original payment method.

Problems with our service

Tell us promptly if you believe our service was not provided with due care and skill, was not fit for an agreed purpose, or otherwise failed a consumer guarantee. Depending on the nature and seriousness of the failure, you may be entitled to have the service performed again within a reasonable time, cancel the affected service, receive a refund, or receive compensation for reasonably foreseeable loss or damage.

Where safe and appropriate, we may offer to re-perform the affected service at no additional charge. This is part of resolving the service issue and does not reduce your Australian Consumer Law rights. Where the law makes transport our responsibility, CardRevive will bear reasonable collection and return costs.

How to request a cancellation, credit or remedy

Email info@cardrevive.com.au with your submission reference, the cards or charges affected, what happened and the outcome you seek. Photographs or packaging evidence can help but are not required before you contact us. We aim to respond within five business days.

Approved account credits appear in the portal after staff verification. Where a monetary refund applies, we return it to the original payment method where practicable and aim to process it within 10 business days. Your bank or payment provider may take additional time.

Last updated: 11 July 2026 · Questions about this page? info@cardrevive.com.au

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