Refund Policy
Kangaroo Book Publisher
Last Updated: February 2026
Introduction
At Kangaroo Book Publisher, client satisfaction is at the heart of everything we do. We understand that circumstances can change, and we want our refund process to be transparent and fair for every client across Australia and New Zealand.
Please read this Refund Policy carefully to understand the conditions under which refunds may be issued.
Eligibility for Refunds
Refund eligibility depends on the stage of the project and the nature of the services provided:
- Clients who cancel their order before any work has commenced are entitled to a full refund of their deposit, minus a small administrative processing fee.
- If a cancellation request is made after work has already begun, a partial refund may be issued based on the percentage of work completed at the time of cancellation.
- Once a project has been completed and the final deliverables have been handed over to the client, refunds will not be available, as the service has been fully rendered.
Refund requests must be submitted in writing via email to info@KangarooBookPublisher.com.au within fourteen calendar days of the event that prompted the request.
Non-Refundable Services
Certain services are considered non-refundable due to the nature of the work involved:
- ISBN registration fees, as these are processed through third-party agencies and cannot be reversed once submitted.
- Printing and distribution costs for books that have already been sent to press or dispatched to distribution channels.
- Rush or expedited service fees, which cover the prioritisation of your project ahead of our standard production schedule.
- Marketing and promotional campaign costs that have already been deployed on behalf of the client through advertising platforms.
- Third-party licensing fees, including stock image purchases, font licences, or any other external resources acquired specifically for your project.
Revision-Based Resolutions
Before processing a refund, Kangaroo Book Publisher will always attempt to resolve concerns through our revision process:
If you are dissatisfied with a deliverable, we encourage you to take advantage of the revision rounds included in your service package before requesting a refund.
Our editorial and design teams are committed to working closely with you until the final product meets your expectations and aligns with the original project brief.
Should the issue persist after all agreed revision rounds have been exhausted, you may then submit a formal refund request for our management team to review.
How Refunds Are Calculated
Refund amounts are determined by assessing the total work completed against the overall project scope outlined in the service agreement.
Our project managers will conduct an internal review to calculate the fair value of work delivered up to the point of cancellation.
Administrative and processing fees, typically capped at ten percent of the total project cost, will be deducted from the refundable amount.
Refunds are issued using the same payment method originally used by the client, unless an alternative arrangement is agreed upon in writing.
Refund Processing Timeline
- All refund requests are acknowledged within three business days of receipt.
- Our team will review the request and respond with a decision within seven to ten business days, depending on the complexity of the project.
- Approved refunds are processed within fourteen business days from the date of approval.
- Please note that your bank or payment provider may require additional time to reflect the credit in your account.
Disputes and Escalations
If you disagree with a refund decision, you are welcome to submit a written appeal within seven business days of receiving our response. Appeals are reviewed by senior management, and a final decision will be communicated to you within ten business days.
Kangaroo Book Publisher is committed to resolving all disputes amicably. However, if a resolution cannot be reached through our internal process, either party may seek mediation under the applicable laws of Australia.
Chargebacks
We kindly ask clients to contact us directly before initiating a chargeback with their bank or credit card provider. Chargebacks filed without prior communication may result in the suspension of ongoing services and delay the resolution of legitimate concerns.
Kangaroo Book Publisher reserves the right to contest any chargeback that we believe has been filed without reasonable grounds or without following the process outlined here.
Contact Us
For any questions about this Refund Policy or to submit a refund request, please contact us at info@KangarooBookPublisher.com.au.
Our client support team is available during standard business hours, Monday through Friday.