Since Proactive Surveys is offering non-tangible irrevocable goods we do not issue refunds once the order is processed and your survey has commenced. As a customer you are responsible for understanding this upon purchasing a survey.
However, we realise that exceptional circumstance can take place with regard to the character of the product we supply.
Therefore, we DO honor requests for the refund on the following reasons:
- major defects: although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our Technical Support Team’s approval. We reserve the right to rectify the error or defect within 72 hours. If any deficiency is approved and we fail to correct it within 72 hours from the date of the initial complaint letter, email or phone call, the refund will be issued to the customer in full without any compensations or reimbursements.
- Survey not-as-described: such issues should be reported to our Technical Support Department within 14 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes are not honored.
Our Technical Support Team is always eager to assist you and deliver highly professional support in a timely manner. Thank you for purchasing our survey.
103 Vincent Street
Sandringham Vic 3191