Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy outlines the terms that apply when a client cancels a service or requests a refund. By engaging Phantom Investigations (operated by KHN Universal Pty Ltd), you agree to this policy.
 

2. Client Background Checks

To protect our licence and ensure we only accept lawful and ethical work, we reserve the right to conduct background checks on prospective clients. This may include checks for active AVOs, IVOs, or other relevant court orders. We may decline to accept a job if a conflict or legal risk is identified. Any retainer paid in these circumstances may be refunded less a reasonable administration fee.
 

3. Retainers and Deposits

• Most services require a non-refundable retainer or deposit before work begins.

• The retainer secures our time and resources and covers initial administrative and preparation costs.

• Retainers are generally non-refundable once work has commenced.
   

4. Cancellation by the Client

• If you cancel before any work has started, we will refund the retainer less a $100 administration fee.

• If you cancel after work has commenced, the retainer is non-refundable. You will also be charged for all time and expenses already incurred at our standard rates.

• Cancellations must be made in writing (email is acceptable).
   

5. Cancellation by Phantom Investigations

We reserve the right to cancel or decline a job at any time if:

• The requested work is illegal or unethical

• There is a conflict of interest

• The client provides false, incomplete, or misleading information

• An AVO, IVO, or other relevant court order creates a legal or ethical risk

• We reasonably believe the investigation is being requested for an improper or harmful purpose, including but not limited to harassment, stalking, intimidation, or extortion

• The work would put any person at risk of harm

• Payment is not received when due

In these cases, any unused portion of the retainer may be refunded at our discretion.
 

6. Refunds

• Refunds (if applicable) will be processed within 10–14 business days.

• Refunds will be returned to the original payment method where possible.

• No refunds will be provided for completed work or for time already spent on the investigation.
   

7. Change of Scope

If the scope of the investigation changes significantly after work has begun, additional fees may apply. We will discuss and confirm any extra costs with you before proceeding.
 

8. Contact

If you have any questions about this policy or need to cancel a service, please contact us at: contact@phantominvestigations.com