Customer policy
Refund policy
How cancellations, service problems and refunds are handled for a ChinaTradeCheck transaction review.
Effective 24 September 2026 · Version 2026-09-24.1
1. Scope
This policy applies to prepaid ChinaTradeCheck reviews supplied by Celotech Pty Ltd, ABN 99 124 214 482. It forms part of the Terms of Service. Each order covers one named supplier, one proposed transaction and one payment arrangement unless a different scope is confirmed in writing.
2. Before substantive review starts
You may cancel for a full refund before substantive review starts. We will also provide a full refund when the same order is charged twice, when we decline a case before substantive review starts, when we cannot access the core information needed to perform the agreed service and cannot offer a reasonable alternative, or when a full refund is required by law.
3. Once substantive review starts
Substantive review starts when an operator first assesses the supplier, transaction documents or payment instructions, begins a source search or incurs a case-specific third-party data cost. Once that work starts, refunds are not available merely because you change your mind. If you ask us to stop before delivery, we may voluntarily refund a clearly identifiable part of the service that will not be performed, after allowing for the reasonable value of work properly completed and non-recoverable case-specific third-party costs. Any voluntary refund does not reduce your rights under the Australian Consumer Law.
4. After the report is delivered
A report is delivered when it is released and made available in your signed-in client portal. Where the service was supplied as described and without a problem that gives you a legal remedy, no refund is due merely because you downloaded, opened, used or shared the report; decided not to proceed with the supplier or payment; found similar information elsewhere; or no longer need the review. Not downloading a report does not undo delivery once it has been made available in the portal.
5. Report outcome
A Hold or Escalate result, an unresolved finding, disagreement with an evidence-based conclusion, or a supplier, bank or marketplace disagreeing with the report is not by itself a service failure. Those outcomes are part of the service. A source record changing after the report's stated review time also does not make the original report defective.
6. Customer information and changed scope
Please correct the supplier, transaction and payment details before substantive review starts. If we perform the agreed review with reasonable care and skill using information you supplied, a wrong or incomplete customer input does not make that work defective or create a change-of-mind refund right. We will correct a minor input mistake where reasonably possible. A different supplier, materially changed transaction, new payment recipient or substantial new evidence after review starts may require a new paid review. This paragraph does not remove a remedy for a separate failure by us.
7. Problems with the service
Tell us promptly if you believe the report is materially incomplete, relates to the wrong supplier or transaction because of our error, or was not prepared with reasonable care and skill. For a minor problem, we must be given a reasonable opportunity to investigate and correct or reissue the report at no charge. If a problem is major, cannot be fixed within a reasonable time, or the service otherwise fails an applicable consumer guarantee, the remedies required by the Australian Consumer Law remain available. Depending on the circumstances, those remedies may include cancellation and a refund or a price reduction; any refund may take account of work that was properly performed and useful. No reporting deadline in this policy limits a statutory right.
8. Missing customer information
We normally send one itemised request for missing evidence. If the case remains incomplete for seven days, we may close it. If substantive review has not started, the service fee will be refunded in full. If review has started, we may deliver a limited report recording what was checked and what remains unresolved. No change-of-mind refund is due for properly completed work, but we will provide any remedy required by law for an agreed part of the service that was not supplied.
9. Delay or non-delivery
The stated 24-hour turnaround is a service target that starts after cleared payment and receipt of a complete evidence file. If access to a source, a customer response or another matter outside our reasonable control causes delay, we will explain the issue and provide a revised estimate. If a material delay caused by us makes the review no longer useful for a purpose you disclosed before ordering, contact us so we can provide the remedy required by the circumstances and applicable law.
10. How to request a remedy
Email support@chinatradecheck.com with the case reference, payment email, the remedy requested and a short explanation of the cancellation or service problem. Please do not attach supplier documents or bank details to ordinary email. We may ask for enough information to locate the payment, compare the complaint with the agreed scope and investigate the request.
11. Timing and payment method
We will acknowledge and assess a request within a reasonable time. An approved refund is returned to the original payment method and is normally initiated within five to ten business days. Your bank or card provider may take additional time to display it. We do not issue cash refunds for card payments unless the law requires a different method.
12. Chargebacks and complaints
You may use any dispute or complaint right available from your payment provider or under law. Contacting us first often allows a faster factual review and does not remove those rights. While a chargeback is open, we may pause non-essential follow-up and provide the payment provider with relevant records such as the accepted policy version, agreed scope, review-start time, report-release and download history, and customer communications. We do not impose an extra chargeback penalty. Open chargebacks, complaints, investigations or legal holds may require us to preserve the limited records needed to resolve the matter.
13. Changes
We may update this policy for future orders. The version accepted at checkout applies to that order unless a later change gives you a more favourable right or the law requires otherwise.