Customer Care

Customer Care

We aim to provide you with the most efficient customer experience, on a par with the quality of the design services we provide. If at any time you have a query about an invoice, a payment, or a service/product you have received, please Contact Us at your earliest convenience to resolve.

Credit Card Processing Security Policy

We provide high-level security when purchasing via credit card.

Level 91 (Aust) Pty Ltd uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.

All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.
• Your complete credit card number cannot be viewed by Level 91 or any third party.
• All transactions are performed under 128 Bit SSL Certificate.
• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
• eWAY is an authorised third party processor for all the major Australian banks.
• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Level 91.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Pricing

All payments and pricing displayed on the Level 91 website are in Australian Dollars ($AUD), and includes GST. If you are ordering or paying from outside Australia, the GST component is equivalent to an administrative handling fee, and covers currency conversion costs.

Shipping & Delivery

Most payments made via the Level 91 website are for invoices that you have already received via email from our Accounts department. After paying online, you will receive an email receipt from eWAY containing your transaction details (if you have provided your email address). If you need this resent at any time, please Contact Us.

For physical (non digital) products, Level 91 use Australia Post to ship goods to clients, or Australian-based couriers for areas outside Australia Post delivery routes. Delivery costs are always calculated before shipping, and included on your invoice. We determine shipping costs based on your destination, and the weight/volume of your products. Where possible, all orders are dispatched using Express Post.

Your delivery should ordinarily be received within 5 business days from the shipping date. It is your responsibility to inform Level 91 as soon as possible if your order has not arrived. Once we are notified, we can lodge an enquiry with Australia Post to attempt to track the delivery.

Returns and Refund Policy

Refunds do not normally apply for time and materials work. The costs for each project are outlined up-front in our proposal or quotation, which you accept via a Work Order or Purchase Order, and invoices are raised at the completion of each milestone. If you have an issue with a payment or invoice, please Contact Us to resolve.

The standard payment terms for Level 91 invoices are seven (7) days, although your invoice may state a different payment period. It is important that you contact us BEFORE the expiry of the payment term to resolve any issues, otherwise it is assumed that you have accepted the costs on the invoice, and our normal collections process may commence.

For physical goods, if the item or product you have received is faulty a replacement item or refund may be applicable. Please Contact Us to arrange your return. All products must be returned in their original condition. This refund policy does not apply to goods which have been used or damaged after delivery. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered Post and that you pre-pay all postage. You assume any risk of loss, theft or damaged goods during transit; therefore advise that you take out shipment registration of insurance with your postal carrier. Level 91 will not be responsible for parcels lost or damaged in transit if you choose not to insure.