Effective Date: 27 May 2026

This Returns, Refunds & Australian Consumer Law Policy applies to products and services sold by Kritical, including but not limited to software subscriptions, cybersecurity services, managed security services, digital licences, cloud-delivered products, onboarding services, and related support offerings.

Kritical Pty Ltd complies with the requirements of the Australian Consumer Law (“ACL”), including the consumer guarantees contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

1. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

Under the ACL:

• products and services come with guarantees that cannot be excluded;
  
• you may be entitled to a repair, replacement, refund, compensation, or cancellation where required by law;
  
• remedies available depend on whether the issue is considered a major failure or minor failure under the ACL.
  

For more information about your rights under Australian Consumer Law, visit: Australian Competition and Consumer Commission (ACCC)

2. Nature of Kritical Products & Services

Kritical primarily supplies:

• digitally delivered software licences;
  
• cybersecurity subscriptions;
  
• managed security services;
  
• cloud-delivered services;
  
• Microsoft and third-party SaaS subscriptions;
  
• endpoint protection subscriptions;
  
• onboarding and configuration services;
  
• recurring subscription services;
  
• remote support services.
  

Most products sold by Kritical are:

• delivered electronically;
  
• provisioned automatically;
  
• activated immediately or shortly after purchase;
  
• non-physical in nature;
  
• supplied via third-party vendors, distributors, or cloud marketplaces.
  

Examples may include:

• CrowdStrike Falcon® subscriptions;
  
• Microsoft 365 subscriptions;
  
• cloud backup services;
  
• password management platforms;
  
• DNS filtering;
  
• managed detection and response services;
  
• endpoint security services;
  
• onboarding/configuration labour.
  

3. Change of Mind

Kritical does not generally provide refunds for:

• change of mind;
  
• incorrect selection by the customer;
  
• accidental purchase;
  
• unused time remaining on subscriptions;
  
• failure to use or deploy a purchased service;
  
• compatibility assumptions not verified with Kritical before purchase;
  
• customer environment limitations outside Kritical’s control;
  
• reduction in required licence count after provisioning;
  
• cancellations after provisioning or activation.
  

This is because many Kritical products:

• are digitally delivered;
  
• incur immediate third-party provisioning costs;
  
• may be non-reversible once activated;
  
• may involve committed subscription terms;
  
• may immediately consume vendor licensing entitlements.
  

Nothing in this section limits any rights you may have under the ACL.

4. Consumer Guarantee Remedies

You may be entitled to a remedy under the ACL if a product or service:

• is not of acceptable quality;
  
• is not fit for purpose;
  
• does not match its description;
  
• is not supplied with due care and skill;
  
• fails to meet mandatory consumer guarantees under Australian law.
  

Where required under the ACL, Kritical may provide:

• troubleshooting;
  
• remediation;
  
• re-supply of services;
  
• repair;
  
• replacement;
  
• partial refund;
  
• full refund;
  
• cancellation rights.
  

The specific remedy will depend on:

• the nature of the issue;
  
• whether the failure is major or minor;
  
• whether the issue can reasonably be remedied;
  
• obligations imposed by Australian law;
  
• technical limitations imposed by upstream vendors or platforms.

5. Digital Products & Software Licences

For digitally delivered products and software subscriptions:

• delivery is generally considered complete once provisioning, activation, key issuance, tenant assignment, account creation, or entitlement allocation has occurred;
  
• refunds may not be available once a licence, token, subscription, tenant allocation, or digital entitlement has been issued or activated;
  
• some vendors impose non-cancellable or non-refundable terms once provisioning occurs;
  
• certain subscriptions may continue for committed billing periods once activated.
  

Where a refund is legally required under the ACL, Kritical will comply with applicable law.

6. Subscription Services & Recurring Billing

Some Kritical services operate on:

• monthly subscriptions;
  
• annual subscriptions;
  
• committed vendor terms;
  
• recurring billing arrangements.
  

Unless otherwise stated:

• cancellation requests stop future renewals only;
  
• already billed subscription periods are generally non-refundable;
  
• services remain active until the end of the current billing period unless otherwise required by law;
  
• minimum term commitments may apply where disclosed at purchase.
  

Where third-party vendors impose minimum commitments, those commitments may continue to apply after cancellation.

7. CrowdStrike & Third-Party Vendor Services

Kritical may resell or administer products supplied by third-party vendors, distributors, or marketplaces.

This includes products such as:

• CrowdStrike Falcon®;
  
• Microsoft 365;
  
• cloud backup services;
  
• SaaS security platforms;
  
• managed cloud subscriptions.
  

Some products are subject to:

• vendor provisioning rules;
  
• vendor cancellation restrictions;
  
• minimum subscription commitments;
  
• marketplace billing cycles;
  
• upstream vendor refund limitations.
  

Where legally permitted, Kritical may rely on upstream vendor policies when determining refund eligibility for non-ACL matters.

Nothing in this section excludes rights available under Australian Consumer Law.

8. Onboarding, Labour & Professional Services

Charges relating to:

• onboarding;
  
• configuration;
  
• consulting;
  
• migration work;
  
• deployment assistance;
  
• professional services;
  
• labour;
  
• support time;
  
• remediation work;
  

may be non-refundable once work has commenced or been delivered.

Where services have been partially delivered, Kritical may provide a partial refund where required by law.

9. Security Incidents & Cybersecurity Outcomes

Cybersecurity services reduce risk but cannot guarantee:

• prevention of all breaches;
  
• uninterrupted service availability;
  
• complete threat elimination;
  
• prevention of all malicious activity;
  
• recovery from all incidents;
  
• uninterrupted internet connectivity;
  
• compatibility with all third-party environments.
  

Refunds are not automatically available solely because:

• a cybersecurity incident occurred;
  
• malware was detected;
  
• a device became compromised;
  
• a third-party outage occurred;
  
• a threat actor attempted or achieved unauthorised access.
  

Any remedies available will be assessed in accordance with the ACL and the specific circumstances of the service delivery.

10. Refund Processing

Approved refunds are generally processed back to the original payment method where possible.

Processing times may vary depending on:

• payment provider;
  
• banking institution;
  
• Shopify;
  
• Stripe;
  
• vendor reconciliation timing;
  
• upstream provider processes.
  

Kritical may require reasonable verification information before processing a refund request.

11. Chargebacks

Customers agree to contact Kritical first to attempt resolution before initiating a payment dispute or chargeback.

Where a chargeback is lodged fraudulently or without reasonable basis:

• Kritical reserves the right to suspend services;
  
• revoke licences;
  
• terminate accounts;
  
• recover unpaid amounts where legally permitted.
  

Nothing in this section limits rights available under the ACL.

12. Business Customers

Where products or services are acquired for business purposes, certain ACL protections may apply differently depending on:

• the type of goods/services;
  
• acquisition value;
  
• statutory definitions under the ACL.
  

Nothing in this policy excludes non-excludable rights that apply under Australian law.

13. Contact Details

For returns, refund requests, or consumer guarantee enquiries, please contact:

Kritical Pty Ltd

Email: sales@kritical.net

Phone: (+61) 1300 274 655

Please include:

• your order number;
  
• the product or service purchased;
  
• details of the issue;
  
• any relevant screenshots or supporting information.
  

14. Policy Updates

Kritical may update this policy from time to time to reflect:

• changes in law;
  
• vendor requirements;
  
• platform changes;
  
• operational updates;
  
• new products or services.
  

The latest version will always be published on the Kritical website.