Refund and Dispute Handling Policy

1. Introduction

This Refund and Dispute Handling Policy outlines the procedures Knit follows in handling and resolving disputes, in compliance with the Corporations Act 2001. We are committed to treating users fairly and efficiently.

2. Types of Disputes

We differentiate between three types of disputes:

  • Knit Technical Issues: These include internal errors such as invoice parsing errors and system issues. Additional fees or expenses incurred as a result will be refunded at Knit’s expense.

  • External Utility/Operator Errors: Errors initiated by utility suppliers or service providers affecting the users' accounts. Knit will collaborate with the user and the utility provider to seek resolution on a case-by-case basis.

  • Household/Customer Disputes: These interpersonal conflicts are beyond our purview. Customers are advised to seek mediation and necessary refunds from the utility/supplier directly.

 

3. Chargeback Policy

Initiating a credit card chargeback constitutes a violation of our user agreement. Users are required first to attempt resolution through Knit’s dispute handling mechanisms. In the case a chargeback is initiated the user (and associated household's payments) will be frozen until the charged back funds are returned and the discrepancy is resolved.

 

4. Reporting an Issue

To underline our commitment to the Corporations Act 2001, especially concerning internal dispute resolution, our users can report Knit Technical Issues and External Utility/Operator Errors through the in-app contact form or email at support@knit.homes.

 

5. Preliminary Assessment and Investigation

Upon receipt of a dispute, an immediate acknowledgment will be sent, and we shall commence a preliminary assessment and initiate a thorough investigation. Expected resolution timeframes will also be communicated.

 

6. Resolution and Communication

The conclusion of our investigations will be communicated through email, an in-app notification, or a phone call. All parties involved will be updated to ensure full understanding of the outcome and resolution.

 

7. Handling Failed Payments

Knit will identify, notify all parties, return funds to faultless parties, and inform them about the redraw schedule for failed payments.

 

8. Compliance and Record Keeping

Our dispute handling process adheres strictly to regulations set forth by Australian Securities and Investments Commission, Australian Consumer Law, Australian Privacy Principles, and other relevant laws or financial regulations. All disputes and resolution records will be maintained for a minimum of seven years as per legal requirements.

 

9. Policy Review

Continuing adherence to Corporations Act 2001 means the policy will be reviewed and updated regularly to align with changes in relevant laws or regulations and improve the dispute resolution process based on user feedback. Any significant policy changes will be communicated to our users.