1. Overview

This Returns and Refund Policy applies to all products and services supplied by CustomAML (“we”, “us”, “our”).

We comply with the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights you may have under the ACL.

2. Australian Consumer Law

Under the Australian Consumer Law, consumers are entitled to certain guarantees in relation to goods and services.

If a product or service has a major failure, you are entitled to:

• A refund; or
• A replacement; or
• Compensation for any reasonably foreseeable loss or damage.

If the failure is not major, we may choose to:

• Provide a repair (where applicable);
• Replace the product; or
• Provide a refund.

These rights apply in addition to any rights outlined in this policy.

3. Digital Products (Templates & Toolkits)

CustomAML primarily supplies digital products, including compliance toolkits, templates and downloadable documents.

4. Change of Mind

Due to the nature of digital products being instantly accessible and downloadable, we do not offer refunds for:

• Change of mind;
• Incorrect selection;
• Change in business circumstances;
• Failure to read product descriptions prior to purchase.

Please review product descriptions carefully before purchasing.

5. Faulty or Defective Files

If a digital file:

• Cannot be accessed;
• Is corrupted;
• Is materially incomplete compared to its description,

please contact us within 7 days of purchase. We will:

• Provide a replacement file; or
• Provide a refund if the issue cannot be resolved.

6. AML/CTF Program Drafting Service

For services involving drafting or customised documentation:

• Before Work Commences

If you cancel before drafting has commenced, we may provide a refund minus any administrative costs incurred.

• After Work Has Commenced

Once drafting has commenced:

• Refunds are not available for change of mind;
• Fees paid are non-refundable except as required under the Australian Consumer Law.

If a service fails to meet consumer guarantees under the ACL, remedies will be provided in accordance with the law.

7. Consumer Guarantees for Services

Under the ACL, services must be:

• Provided with due care and skill;
• Fit for the purpose disclosed;
• Delivered within a reasonable time (where no timeframe is agreed).

If we fail to meet these guarantees, you may be entitled to a remedy under the ACL.

8. Non-Transferability

All digital products and services are licensed to the purchaser only. Refunds will not be provided where:

• Products have been downloaded and redistributed;
• Intellectual property has been copied or shared.

9. How to Request a Refund

To request a refund or report a product issue, please contact:

info@customAML.com.au

Include:

• Your name
• Order number
• Description of the issue
• Supporting documentation (if applicable)

We aim to respond within 5 business days.

10. Amendments

We may update this policy from time to time. The version published on our website at the time of purchase will apply.