Refund Policy

01Scope and current website transactions

This Refund Policy applies to products, parts, assemblies, prototypes and engineering services offered through MySunDirection — an initiative by MYLINEHUB. It also covers assessments, design studies, installation-related services and other agreed project deliverables when specifically included in a written quotation, order or Project Agreement.

As currently configured, mysundirection.com does not contain an online checkout or accept card payments directly through the public website. Submitting an enquiry or clicking WhatsApp is not a purchase, and an informal discussion is not an approved paid order.

02A separate written agreement controls paid work

Each paid project should be governed by an accepted written quotation, purchase order, work order or signed agreement identifying the applicable MYLINEHUB legal and billing details, project deliverables, payment milestones, tax treatment, Parts, cancellation terms and responsibilities.

If a specifically agreed project term differs from a general statement on this website, the signed project term ordinarily governs that transaction, subject to applicable consumer, contract and other mandatory law. No statement here removes a lawful right to a remedy for defective products or deficient services.

03Types of charges and project stages

Depending on the approved scope, a project may involve:

• Preliminary discussions or an introductory enquiry.
• A paid site visit, survey, measurement or inspection.
• A feasibility assessment, structural coordination, analysis or design milestone.
• Development, sourcing or purchase of identified Parts.
• Custom fabrication, integration, assembly or prototype testing.
• Transport, site access, installation, commissioning and handover.
• Post-handover support or maintenance under a separately agreed plan.

These stages are examples, not an automatic promise that every customer receives or pays for all of them. Fees and payment conditions must be disclosed before the relevant commitment.

04Free enquiries and paid assessments

A general website enquiry or initial discussion is not chargeable merely because it occurred. Any paid site inspection, specialist consultation, feasibility review or technical report requires advance agreement on the price, scope and relevant cancellation conditions.

Once a specifically agreed service has been properly performed, the corresponding charge may remain payable, subject to the contract and legal rights arising from a deficient service.

05Engineering studies and completed work

Design calculations, drawings, assessments, prototypes and engineering time may involve work that cannot simply be returned. If a customer cancels, the parties should account for the value of agreed milestones actually completed, as well as any unused advance.

Any amount retained should reflect the applicable agreement, work performed and lawful charges; it is not automatically the entire deposit. An incomplete, nonconforming or deficient deliverable may give rise to a remedy under the applicable agreement and law.

06Parts, procurement and custom fabrication

Every engineered assembly uses Parts, and some Parts may be specially sourced or fabricated for a particular customer. The quotation should identify whether any Part is standard, specially ordered, custom-made or customer-supplied, and should explain relevant cancellation conditions before procurement.

Where a customer cancels after a disclosed and approved non-recoverable procurement or fabrication commitment, documented and lawfully chargeable costs may be considered in the settlement. Standard unused Parts that can reasonably be returned, repurposed or credited should not automatically be treated as wholly non-refundable.

Faulty, nonconforming or incorrectly supplied Parts remain subject to applicable warranties and statutory remedies; calling a Part “custom” does not automatically extinguish those rights.

07Assembly, delivery, installation and commissioning

A contract may cover delivery of loose Parts, a kit, a partially assembled unit, a completed assembly or a commissioned installation. Each has a different acceptance stage. Delivery alone does not mean commissioning has taken place unless the agreed scope says so.

On cancellation or termination, the parties should assess the condition of completed work, approved stages, delivered items, any agreed return logistics and sums still due or refundable. Liability for damage during transport, storage or installation follows the agreed allocation and applicable law.

08Cancellation requested by the customer

Ask to cancel through the project contact listed in your agreement, preferably in writing. Explain the order or project reference, the requested stop date and the deliverables concerned. A cancellation is subject to valid contractual notice requirements and applicable law.

The settlement may account for lawfully chargeable work actually completed, expressly approved non-recoverable commitments and any agreed cancellation charge that is reasonable and legally enforceable. Unused prepaid amounts must not be automatically forfeited solely because they were paid in advance.

09If the project cannot safely or lawfully proceed

An inspection may reveal an unsafe roof, inadequate mounting strength, incompatible equipment, unavailable approvals or other conditions that make the proposal infeasible. MYLINEHUB may have to decline, pause or propose a revised scope in accordance with the agreement and law.

Where the provider cancels or cannot deliver, the parties should account fairly for any appropriately disclosed and validly performed assessment or completed work, as well as deposits for undelivered work or Parts. A force-majeure event or unforeseen circumstance does not automatically justify retaining every unused payment.

10Delays, changes, weather and third parties

Work schedules may be affected by severe weather, access problems, client changes, specialist availability, supplier delays, legal restrictions or unforeseen site conditions. A material change should be communicated, with revised milestones and any proposed costs agreed as required.

Where a contract permits postponement or termination after a prolonged event beyond reasonable control, its payment and refund consequences should be followed subject to applicable law. If a delay amounts to a failure to provide agreed services, legal remedies may apply.

11Defective Parts, deficient work and warranty claims

If an item or service fails to conform to the contract, describe the problem and provide available order details, images or supporting information through the designated project support channel. The responsible provider should evaluate warranty coverage and applicable legal remedies, which may include correction, repair, replacement, refund or other relief where required.

A broad “no refund” statement does not override mandatory consumer protections. Decisions must consider whether an issue arose from a supplier defect, deficient design or service, customer misuse, unauthorized modification, environmental event or another cause.

12Overpayments, duplicate transfers and invoicing errors

If you believe a payment was duplicated or an invoice contains an error, notify the relevant billing contact with the payment date, amount, reference and sufficient supporting evidence. Do not publicly post bank-account or identity documents.

Verified excess payments or amounts found refundable will be returned or adjusted as agreed and lawful, subject to legitimate verification and payment-processing requirements.

13How to request and receive a refund

For a paid engagement, contact the person or service address stated in your signed quotation, invoice or agreement. If no project contact is available, begin via the published MySunDirection WhatsApp contact. Provide your project or invoice reference, your request and a brief explanation.

MYLINEHUB may verify the payment, review work status and relevant charges, and communicate a decision or request for missing information. Any refund due will be processed within the period agreed in writing or otherwise required by law. This page does not invent a fixed processing period that has not been adopted by the business.

Refunds will ordinarily be returned through an appropriate traceable payment method; changes of recipient or payment destination may require additional verification. Applicable credit notes and GST adjustments will be made where required.

14No automatic waiver of legal rights

This policy does not disclaim liability for fraud, misrepresentation, defective products, deficient services, wrongful retention of money or any other matter where applicable law prohibits a waiver. Any contractual deduction or limit must be interpreted fairly, proportionately and in accordance with the relevant agreement and law.

See the Terms & Conditions for general project principles and the Disclaimer for engineering and environmental limitations.