1. RECORDAL
1.1. Astrea provides personalised document-preparation and administrative Services in connection with applications contemplated in section 60 of the Mental Health Care Act, 17 of 2002.
1.2. The nature of the Services means that Astrea may commence substantive work shortly after the Applicant completes the relevant submission and payment requirements.
1.3. This Policy records Astrea's approach to commencement, cancellation and refund requests, subject always to mandatory rights afforded by applicable law.
2. INTERPRETATION
Terms defined in Astrea's Terms and Conditions bear the same meanings in this Policy unless the context indicates otherwise.
3. REQUEST FOR COMMENCEMENT
3.1. By submitting an Application and completing the applicable acknowledgement, the User expressly requests Astrea to commence the personalised Services once payment and other required conditions have been satisfied.
3.2. Personalised Services may include review and processing of information, preparation of forms, generation of Application Packs, preparation of checklists and related administrative work.
4. CANCELLATION BEFORE SUBSTANTIVE PERFORMANCE
4.1. Where a User requests cancellation before Astrea has commenced substantive personalised performance, Astrea shall consider the request in accordance with applicable consumer law.
4.2. Where legally permissible, Astrea may deduct actual and reasonable non-recoverable transaction or third-party costs incurred before cancellation.
5. CANCELLATION AFTER PERFORMANCE HAS COMMENCED
5.1. Where Astrea has commenced substantive personalised performance, any refund shall be determined having regard to:
5.1.1. work already performed;
5.1.2. documents already generated;
5.1.3. resources already committed;
5.1.4. non-recoverable third-party costs;
5.1.5. the stage at which cancellation occurs; and
5.1.6. applicable consumer law.
6. PERSONALISED APPLICATION PACKS
6.1. Once an Application Pack has been materially generated using the User's specific information, a substantial portion of the contracted Service may already have been performed.
6.2. A User shall not automatically be entitled to a full refund merely because the User thereafter elects not to continue with the Application.
7. DUPLICATE OR ERRONEOUS PAYMENTS
7.1. Genuine duplicate payments or payments made in error should be reported promptly.
7.2. Astrea may request reasonable proof of the transaction and account ownership prior to processing a refund.
8. DEFECTIVE OR INCORRECT SERVICES
8.1. Nothing in this Policy limits any statutory remedy available to a consumer where Services are defective or have not been rendered in accordance with mandatory legal standards.
8.2. Where an error attributable to Astrea is reasonably capable of correction, Astrea may first offer to correct or regenerate the affected document where legally appropriate.
9. NO OUTCOME-BASED REFUND
9.1. A refund is not automatically due merely because:
9.1.1. the Master requests further information;
9.1.2. the Master appoints an investigator;
9.1.3. the process takes longer than expected;
9.1.4. the Proposed Administrator is not appointed;
9.1.5. the Application is refused;
9.1.6. the matter is referred for further legal process; or
9.1.7. circumstances outside Astrea's control cause delay.
10. COURIER AND THIRD-PARTY COSTS
10.1. Where Astrea has incurred a lawful and non-recoverable third-party cost specifically for an Application, such cost may be taken into account when determining a refund to the extent permitted by law.
11. REFUND REQUEST PROCEDURE
11.1. A request should identify the Applicant, Astrea Application reference, payment concerned and reason for the request.
11.2. Astrea may request further information reasonably required to investigate the request.
11.3. Refunds shall ordinarily be made to the original payer or originating account unless another lawful arrangement is verified.
12. CONSUMER RIGHTS PRESERVED
Version: 1.1
Effective date: 22 August 2026