Refund and Cancellation Policy

Last updated: 2026-06-06

Aquaseer provides digital swimming race products and services, including race footage, race reports, performance analysis, video processing, and related digital deliverables.

This policy explains when refunds, cancellations, corrections, replacements, and goodwill credits may be available.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law or any other applicable law.

1. Australian Consumer Law rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

This means you may be entitled to a remedy if Aquaseer does not provide the purchased service with reasonable care and skill, does not provide a service that is fit for its stated purpose, does not provide the service within a reasonable time where no timeframe was agreed, or otherwise fails to meet applicable consumer guarantees.

Depending on the issue, the remedy may include:

correction
reprocessing
replacement
credit
partial refund
full refund
another suitable remedy

2. Cancellations before processing starts

You may cancel your order for a full refund if we have not yet started processing your race footage, preparing your report, allocating the order for review, or otherwise beginning work on the purchased service.

Processing may include, but is not limited to:

matching the athlete to the race;
preparing race footage;
uploading or downloading video files;
running video analysis tools;
running automated or manual quality checks;
generating race metrics;
preparing a report;
reviewing or correcting report outputs.

To cancel before processing starts

[support@aquaseer.com]

3. Cancellations after processing starts

Once processing has started, we generally do not provide refunds for change-of-mind cancellations.

This is because Aquaseer products are customised digital services prepared for a specific athlete, race, event, or order. By the time processing begins, work may already have been performed and costs may already have been incurred.

At our discretion, we may offer a partial refund or account credit depending on the stage of processing and the circumstances of the request.

4. Refunds after delivery

Once a report, video, analysis product, or other digital deliverable has been delivered, we generally do not provide refunds simply because:

you changed your mind;
you no longer need the report;
you ordered the wrong product;
you disagree with the analysis;
the athlete was unhappy with their race performance;
the report shows results or insights you did not expect;
you did not use, download, or view the delivered product.

However, if there is a problem with the service caused by Aquaseer, we will review the issue and provide an appropriate remedy where required.

5. Errors caused by Aquaseer

If your order contains an error caused by Aquaseer, please contact us and we will review the issue.

Examples may include:

we processed the wrong swimmer;
we processed the wrong race;
we delivered the wrong report tier;
a purchased deliverable was missing;
a technical processing issue affected the report;
the video or report was not delivered due to an issue within our control;
the report contained a clear data or processing error caused by our system.

Depending on the circumstances, we may provide one or more of the following:

correction of the report;
reprocessing of the race;
replacement report;
replacement video;
account credit;
partial refund;
full refund.

Where a problem can reasonably be corrected, we may first attempt to correct or reprocess the order before offering another remedy.

6. Incorrect information provided by the customer

Customers are responsible for providing accurate order information.

This may include:

athlete name;
event name;
stroke;
distance;
heat;
lane;
club;
meet name;
race date;
report tier;
contact details;
any other information needed to identify and process the correct race.

If incorrect information is provided and this causes us to process the wrong race, wrong swimmer, wrong event, or wrong report type, we may not be able to provide a refund.

Where possible, we may offer a correction, replacement report, partial credit, or paid reprocessing option at our discretion.

7. Goodwill credits for missed races, false starts, withdrawals and disqualifications

We understand that swim meets can be unpredictable. Athletes may miss a race, withdraw, false start, be disqualified, become injured, or otherwise not complete the race they ordered a report for.

Where this happens for reasons outside Aquaseer’s control, we are generally not required to provide a refund. However, we may offer a goodwill account credit where we consider it fair and reasonable to do so.

Goodwill credits may be considered where:

the athlete did not start the race;
the athlete false started;
the athlete was disqualified;
the athlete withdrew from the race;
the athlete was injured or unable to complete the race;
the customer ordered the correct race, but the race did not produce usable report data due to athlete-side circumstances;
the race was affected by a swimmer-side or customer-side issue outside Aquaseer’s control.

Credits are offered as a goodwill remedy for customer-side or athlete-side issues and do not replace any refund, repair, replacement, or other remedy required by law.

8. Credit use, expiry and restrictions

Approved credits may be applied to a future Aquaseer order.

Unless we tell you otherwise, credits:

are not cash refunds;
cannot be withdrawn as money;
cannot be transferred to another person without our approval;
cannot be exchanged for cash;
can only be used for Aquaseer products or services;
may only be used once;
may be limited to the account, customer, athlete, or order they were issued for.

Where a credit has a stated dollar value, we will clearly show the value of the credit and any important conditions that apply.

Credit expiry: Goodwill credits are valid for 3 years from the date they are issued, unless a longer period is stated.

We may refuse, reduce, suspend, or void a goodwill credit where:

the report has already been completed or delivered;
significant processing work has already been completed;
incorrect information was provided by the customer;
the request is made after an unreasonable delay;
the customer has made repeated credit requests;
we reasonably believe the credit system is being misused;
the request is dishonest, misleading, or fraudulent;
the order was already refunded, credited, replaced, or otherwise remedied.

9. Event cancellation, missing footage or unusable footage

If an event is cancelled before we begin processing your order, we may offer a refund or credit.

If footage is unavailable or unusable due to an issue within Aquaseer’s control, we will provide an appropriate remedy, which may include reprocessing, replacement service, credit, partial refund, or full refund.

If footage is unavailable or unusable due to circumstances outside Aquaseer’s control, we will assess the situation and may offer a credit, partial credit, refund, partial refund, or alternative solution depending on the circumstances.

Circumstances outside Aquaseer’s control may include:

event cancellation;
event delay;
venue restrictions;
poor visibility;
obstruction of camera view;
athlete withdrawal;
athlete disqualification;
false start;
lane change not communicated to us;
race program changes;
customer-provided footage being incomplete, low quality, corrupted, or unsuitable.

10. Duplicate orders

If you accidentally place a duplicate order for the same athlete and race, contact us as soon as possible.

If the duplicate order has not been processed, we will refund or credit the duplicate order.

If the duplicate order has already been processed or delivered, we may offer a credit or another remedy at our discretion.

11. Processing delays

We aim to deliver reports and digital products within the estimated timeframe shown at checkout or otherwise communicated to you.

Delivery times may vary depending on meet size, footage availability, upload speed, processing volume, technical issues, manual review requirements, or other operational factors.

If we are unable to deliver your order within a reasonable time, you may be entitled to a remedy under applicable law.

12. How to request a refund, correction or credit

To request a refund, correction, reprocessing, replacement, or goodwill credit, contact us at:

support@aquaseer.com

Please include:

your name;
order number;
athlete name;
meet name;
event/race details;
reason for the request;
any relevant screenshots, videos, documents, or supporting information.

We may ask for additional information to verify the order, assess the issue, or determine whether a refund, correction, replacement, or credit is appropriate.

13. Refund method

Approved refunds will usually be returned to the original payment method used for the purchase, unless we agree otherwise or another method is required.

Refund processing times may vary depending on your payment provider, bank, or card issuer.

14. Contact

For questions about this policy, contact us at: