Oct 19, 2026 ·

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). This policy adds to those rights; it does not replace them.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

These rights last for a reasonable time depending on the product or service, and are not limited to any warranty period. You don't need the original receipt; any reasonable proof of purchase (such as a bank statement or order confirmation) is accepted.

Faulty or not-as-described products

If a product is faulty, damaged on arrival, or not as described, contact us and we will assess it at no cost to you.

Refurbished and ex-demo goods carry these rights too; acceptable quality takes into account their age, condition and price.

• Major failure (e.g. unsafe, unfit for purpose and can't be easily fixed, or significantly different from its description): you choose a refund or a replacement.
• Minor failure: we choose whether to repair, replace or refund. If we don't fix it within a reasonable time, you can get it fixed elsewhere and claim the reasonable cost, or ask for a refund.
• We pay reasonable return freight for faulty goods. Please tell us about transit damage as soon as possible so we can lodge a carrier claim.
• A manufacturer's warranty (e.g. on Talkpod radios) runs alongside your ACL rights. We will handle the claim with the manufacturer for you.

The guarantees do not cover damage from misuse, accidents, unauthorised modification, liquid exposure, or normal wear and tear consistent with the product's age and use.

Change of mind and cancellations

You can cancel an order for a full refund at any time before it is marked as shipped or ready for collection. Contact us as soon as possible, as orders are processed quickly.

Once your order is marked as shipped or ready for collection, we do not accept change-of-mind returns or cancellations. This does not affect your rights if a product is faulty or not as described (see above).

Rental equipment and subscriptions

Rented equipment is returned under your rental agreement, not this policy. If rented equipment develops a fault that isn't caused by you, we will repair or swap it at no charge.

Monthly subscriptions (PTT, fleet management, server management) can be cancelled as set out in clause 13 of our Terms and Conditions. Charges already billed for the current month are not refunded unless the service failed to meet the ACL guarantees. Security deposits are refunded once equipment is returned and checked, less any amounts owed under your agreement.

Services and repairs

If a service or repair we performed doesn't meet the ACL guarantees, tell us within a reasonable time and we will fix the problem at no charge. If it can't be fixed, or the failure is major, you can cancel and get a refund for the unused or defective part of the service.

Our repair warranty. Our repair labour and the parts we fit are warranted for 30 days from completion. If a fault in our work or those parts appears in that time, we will fix it at no cost, including reasonable return freight. To claim, contact us using the details below with your job number, and we will arrange inspection and repair. This warranty does not cover accidental or liquid damage, misuse, work carried out by someone else afterwards, or reinfection after virus and malware removal. This warranty is in addition to your other rights and remedies under the law, including the ACL guarantees above, which may last longer than 30 days. Manufacturer warranties also apply to goods and parts as stated by the manufacturer.

Please back up your data before leaving a device with us; responsibility for having a backup rests with you. Devices left for repair are also covered by the repair authorisation you sign at the counter. Diagnostic and repair fees are quoted before work starts, and are not charged for work needed to fix a failure covered by the ACL guarantees or this warranty.

How to return

1. Contact us by phone, email or helpdesk ticket with your order number or other proof of purchase, the item and the problem.
2. We issue a Return Authorisation (RA) number and return instructions. Returns sent without an RA number may be delayed.
3. Pack the item securely with the RA number clearly marked, and post it to 8 Horton Street, Forest TAS 7330, or drop it off there by arrangement.
4. We inspect the item and confirm the outcome within 5 business days of receiving it.

Refund method and timing

Approved refunds are processed within 5 business days to the original payment method (card, PayPal, Zip or BECS direct debit). Your bank may take a further few days to show the funds. We don't refund in cash for electronic payments, and we can't refund to a different person or account.

Where a refund relates to a subscription or rental, we may credit it against your next invoice if you prefer.

Contact and complaints

• Phone: (03) 6453 9006 (Mon–Thu 9:00am–4:30pm, Fri 9:00am–2:30pm)
• Email: support@jservers.com.au
• After hours: lodge a helpdesk ticket at www.jservers.com.au

We acknowledge complaints within 5 business days. If you're not satisfied with our response, you can contact Consumer, Building and Occupational Services (CBOS) Tasmania on 1300 654 499 or at cbos.tas.gov.au.

J-Servers, ABN 64 156 562 037.