Refunds and billing questions

If a charge looks wrong, or you think you should get a refund, contact IT Solver. The dashboard has no refund button. A person at IT Solver checks each billing question, refund request and billing dispute.

Before you start

• To see your invoices, you must have the Owner, IT manager or Billing only role for your business in the dashboard. See What each dashboard role can do.
• We accept a billing request only from a person whose dashboard role allows it, or from a contact that your business authorised in writing. We can check who you are before we act. See Who can ask IT Solver for changes, and how we check it is you.

Ask about a charge or a refund

1. Sign in at dashboard.itsolver.net. You can also type dashboard.itsolver.net into your browser.
2. In the sidebar, select Billing.
3. In Invoice history, select All. To see older invoices, select View all.
4. Find the invoice. Read its date, status and amount.
5. Select the invoice to download the tax invoice. The invoice number is on the tax invoice.
6. Email support@itsolver.net or phone 07 3123 6000. Give the invoice number, the date and amount of each payment, and what you think is wrong.
7. If you paid by bank transfer, also give the date of the transfer and the reference that you used.

Do not send your full card number. We do not need it to check a payment.

A person at IT Solver checks your question and replies.

What the invoice status means

• Paid: we received payment for the invoice.
• Open: the invoice is not paid and the due date has not passed.
• Overdue: the due date has passed and the invoice is not paid.
• Voided: we cancelled the invoice. The amount shows No payment due. You do not need to pay it.

We match bank transfers automatically at 9:15 am Brisbane time each day. An invoice that you paid by bank transfer can show as not paid until then.

When you can get a refund

• You paid the same invoice twice. For example, we charged your card on file and you also paid by bank transfer. We check the payments first. Then we refund the card payment in full to the same card.
• You cancel or reduce Microsoft 365 within 7 days after a purchase or a renewal. We refund the pro-rata amount for the unused part of the term after Microsoft credits us. After those 7 days, there is no pro-rata refund. See Cancel or reduce a service: notice, refunds and your data.
• You cancel a Flexible Google Workspace plan in the dashboard. Read the message in the cancel dialog before you confirm. It tells you when billing stops and if you get a credit.
• We stop supplying a service to all customers. We refund any amount that you paid in advance for the period after the service ends.
• A product is faulty. Your rights under the Australian Consumer Law apply. See Order hardware and make a warranty claim.

In most other cases, there is no refund:

• When you cancel or reduce a recurring service, the change starts at the end of the current billing period. We do not refund part of a billing period, unless the Service terms or the law say otherwise.
• Support plans stay active until the end of the period that you paid for. There is no refund for part of a period.
• Google Workspace has no pro-rata refund when you reduce licences.
• When you cancel web hosting, the dashboard does not give an automatic refund or credit. IT Solver reviews any refund separately.
• Registry fees for a domain cannot be refunded after the registration or renewal is made.
• If a supplier such as Microsoft or Google has an outage, we pass on to you any credit that the supplier gives us. We do not give further credits.

Nothing in our terms removes your rights under the Australian Consumer Law. The full rules are in the Customer terms and the Service terms.

If an email asks you to pay to new bank details

Our bank details are in the dashboard, on the Billing page, in Wallet, when your account uses bank transfer. See Pay by bank transfer. If you have not seen these bank details before, please verify them by calling 07 3123 6000 and choosing menu 1.

Do not pay an invoice that asks you to use different bank details. Phone us at once. See Get urgent or after-hours help.

Examples

Your card was charged, and you also paid by bank transfer

We charged your card on file on the invoice date. You did not see the charge, and you also paid the invoice by bank transfer.

When you have a card on file, we charge it automatically on the invoice date. Both payments reached us.

To fix it, email support@itsolver.net with the invoice number and the date of your bank transfer. We check both payments, then refund the card payment in full to your card. If you want to pay by bank transfer in future, select Bank transfer in Billing > Wallet. See Pay by bank transfer and Pay an invoice and manage your card on file.

You cancelled web hosting and expected money back

You cancelled hosting for an old website in the dashboard. You did not get a refund for the rest of the period.

A hosting cancellation does not give an automatic refund or credit.

To fix it, if you think a refund is due, email us with the domain name and the invoice number. IT Solver reviews the request.

You want to remove Microsoft 365 licences that you bought 2 weeks ago

You bought yearly Microsoft 365 licences for new staff. Two weeks later, one person does not start.

The 7-day refund period has ended. You cannot remove licences from a yearly term before the term ends.

To fix it, give the licence to another staff member, or reduce the licences so that the change starts at the end of the term. See Buy, assign and reduce Microsoft 365 licences.

You do not recognise a charge on your card statement

Your card statement shows a charge from IT Solver that you do not expect.

To fix it, do the steps in Ask about a charge or a refund. Look for an invoice with the same date and amount. It can be a renewal of a monthly or yearly service, or licences that someone added part-way through a period. If you still cannot match the charge, email us the date and amount from your statement.

If you do not agree with our answer

Make a complaint. See Make a complaint or a privacy request.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.