Level 91 is a Melbourne-based Creative Digital Agency specialising in Web Application Design and Development
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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.

Level 91 (Aust) Pty Ltd is an Australian owned and operated business.
ABN: 31 140 309 271

Office address:
L1, 550 City Road
South Melbourne VIC 3205
Australia

Phone: 03 8899 7701 or 1300 538 359
Email: accounts@level91.com.au

Remote Support

If directed, please click the following button to start a remote support session with Level 91 staff:


 

Credit Card Processing Security Policy

 

Level 91 (Aust) Pty Ltd uses the PayPal Payment Gateway for its online credit card transactions. PayPal 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 PayPal 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 256 Bit SSL Certificate (via PayPal website).
  • All transaction data is encrypted for storage within PayPal's data centre, further protecting your credit card data.
  • PayPal is an authorised third party processor for all the major Australian banks.

 

For more information about PayPal, please visit www.PayPal.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.

As we don't sell physical products, only services, our sales team will advise you of any costs prior to completing a service for you.

 

Shipping & Delivery

 

All payments made via the Level 91 website are for invoices that you have already received via email from our Accounts department. This is for work already completed OR if a website development project, it will be the Commencement Payment, as detailed in your Project Proposal and contract documents.

After paying online, you will receive an email receipt from PayPal 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 such as printed materials, Level 91 uses 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 1-5 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.

However, if you have an issue with a payment or invoice, please Contact Us to resolve immediately.

 

The standard payment terms for Level 91 invoices are seven (7) days, although your invoice may state a different payment period as agreed with your account manager. 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 or print materials (business cards, flyers, etc), if the item or product you have received is faulty or not up to standard, 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 normally to be paid by you. 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.

Above all, we want to ensure that your experience dealing with us is a smooth and enjoyable one. At any time, please contact us and we are only too happy to help resolve any issues or complaints.

 
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