This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen Events beyond a Member’s control arise after a Service Request that make it impracticable or illegal for their Service Request to be completed by a Service Provider. . This Policy applies to all Service Requests.
When this Policy allows for cancellation, it controls and takes precedence over the Service Request’s Cancellation Policy. Members that are impacted by an Event covered by this Policy can cancel their Service Request and receive, depending on the circumstances, a cash refund, service credit and/or other consideration. Service Providers that are impacted by an Event covered by this Policy can cancel without adverse consequences, but, depending on the circumstances, their availability for additional services may be blocked during the assessment period.
What Events are covered
This Policy uses the term 'Event' to refer to the following situations that occur after a confirmed Service Request. These are unforeseen at the time of the Service Request and prevent or legally prohibit completion of the Service Request.
Changes to government regulations. Unlikely but if governments announce and change regulation, no longer require taxpayers to lodge their past or future tax returns which may affect your decision to meet compliance requirements.
Military actions and other hostilities. This includes acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder and civil unrest.
Natural disasters. This includes natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, bushfires or flood that affect internet and/or electricity connection.
What is not covered
Everything else. This Policy only allows for cancellations of the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness or injury; government announced changes of regulations that will no longer require you to lodge your tax return or complete your legal obligations and any other government guidance that will no longer require you to meet your compliance obligations; If you cancel a Service Request in these cases, the amount refunded will be determined by the Cancellation Policy that applies to the Service Request Booking.
What to do next
If we notify you or publish information confirming that this Policy applies to your Service Request, please follow the cancellation instructions that we provide. When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by going to your Service Request page and cancelling the impacted Service Request. If you believe this Policy applies to your Service Request, but we have not notified you or published information about the Event, please contact us to cancel your Service Request. In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your Service Request.
If you have questions, please contact us.