THE URBAN NETWORK GROUP PTY LTD · ABN 53 687 320 234
Returns and Refunds Policy
Last updated 21 October 2026. Applies to orders and new engagements from 21 October 2026 and to existing managed service agreements from 21 November 2026. The same document is published on theurbannetwork.tech and thecommandline.com.au.
The Urban Network Group Pty Ltd (ABN 53 687 320 234), trading as The Urban Network and The Command Line, applies this policy to goods and services bought from either business.
Your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Our services also come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. If a failure with a service does not amount to a major failure, you are entitled to have it fixed within a reasonable time, and if that does not happen, to cancel and get a refund for the unused portion. You are also entitled to compensation for any reasonably foreseeable loss or damage from a failure in the goods or services.
Faulty goods and dead-on-arrival products
Email us with your order number, a description of the fault and any helpful photos. Contact us as soon as practical so we can arrange assessment and a remedy; a delay in reporting does not remove your statutory rights. Contact us before returning goods so we can give you the correct return address, which may be the distributor's. Original packaging helps but is not required for a consumer guarantee claim. We reimburse reasonable return costs when a fault is confirmed and arrange collection where goods cannot reasonably be sent back.
We can coordinate manufacturer warranty claims through our Australian distributors. Manufacturer warranties are in addition to your Australian Consumer Law rights.
Change of mind
We may approve a change-of-mind return requested within 14 days of delivery for goods that are unopened, unused and complete in their original packaging. Ask us for approval before sending them back. You pay return shipping, and original delivery charges are generally not refunded. Software, licences, digital products and opened consumables cannot be returned for change of mind. These limits do not affect your rights for faulty or incorrectly supplied goods.
Support plans and services
- Lite and Starter can be cancelled at any time before the next renewal by emailing us; service continues to the end of the paid month.
- Foundation, Shield and Command have a 12-month minimum term, then 30 days' notice, as set out in our Terms of Service.
- We do not give change-of-mind refunds for the current month, unused included time, used prepaid hours or completed fixed-price services. Unused prepaid hours expire 12 months from the invoice date.
- None of this limits remedies available under the Australian Consumer Law, including for service failures.
Contact
Email [email protected] or [email protected]. Please do not send passwords, payment card details or sensitive records by email or through a website form.