Last updated: September 2026
Cancellation & Refund Policy
OnIT Solutions offers flexible, fair cancellation terms. We believe clients should never feel locked in — our goal is to retain your business because we deliver value, not because of punishing contract terms. This policy sets out exactly what happens when you need to cancel a service or request a refund.
As a B2B technology services provider operating under Australian Consumer Law, our refund obligations apply to services that are not delivered as contracted. We take billing accuracy seriously — if you believe you have been charged in error, contact us immediately and we will investigate and resolve it within 2 business days.
For questions about your specific contract terms, cancellation deadlines, or refund eligibility, please contact your Account Manager directly. The details below apply to our standard service agreements — custom enterprise contracts may have separate terms as agreed in your SOW.
Cancellation Terms
Our terms differ between ongoing retainers and fixed-scope projects. Both are designed to be straightforward.
Cancellation — Monthly Retainers
Managed IT, cybersecurity monitoring, and helpdesk retainers operate on a rolling monthly basis.
- •You may cancel a monthly retainer at any time with 30 days' written notice.
- •Notice must be submitted to your Account Manager via email or the admin portal.
- •Services continue at full capacity through the notice period — no degraded support.
- •No cancellation fees apply when the 30-day notice requirement is met.
Cancellation — Project Engagements
Fixed-scope projects (AI deployments, cybersecurity audits, infrastructure builds) are governed by your Statement of Work.
- •Cancellation before project kick-off: a full refund of any deposit less a 10% administration fee.
- •Cancellation after kick-off but before 50% project completion: a refund for work not yet delivered, calculated on a pro-rata basis.
- •Cancellation after 50% completion: no refund is applicable; all completed work product will be delivered to you.
- •All deliverables completed up to the point of cancellation remain your intellectual property.
Refund Processing
Approved refunds are processed promptly and returned to your original payment method.
- •Refunds are processed within 5–7 business days of written approval.
- •Credit card refunds are returned to the original card used for payment.
- •Bank transfer refunds are processed to the nominated account within the same timeframe.
- •You will receive a written refund confirmation and updated tax invoice within 2 business days of processing.
Non-Refundable Circumstances
Certain charges are non-refundable due to the nature of the costs already incurred on your behalf.
- •Third-party software licences, SaaS subscriptions, or cloud infrastructure provisioned specifically for your environment.
- •Hardware procured and delivered as part of your managed IT build.
- •Services already rendered and accepted during a notice or cancellation period.
- •Custom AI models or automation workflows that have been trained, tested, and delivered.
Refund Eligibility at a Glance
A quick reference to understand what is and is not covered under our standard refund policy.
How to Request a Cancellation or Refund
All cancellation and refund requests must be submitted in writing. Here is the process.
Submit your request
Email your Account Manager or hello@onitsolutions.au with your company name, service name, and reason for cancellation.
Review & confirmation
We will acknowledge your request within 1 business day and confirm eligibility and any applicable refund amount.
Resolution
Cancellation is actioned at the end of your notice period. Approved refunds are processed within 5–7 business days.
Billing & Cancellation Team
Have a billing query or want to discuss your options before cancelling? Our team is available Monday – Friday, 8:30am – 5:30pm AEST.