Refund & Cancellation Policy

Who you are dealing with

When you order through a ToolpathCloud quote page, you are buying from the cutting shop, not from ToolpathCloud. The shop is the seller and merchant of record: they set the price, cut the parts, and are responsible for the order. ToolpathCloud provides the software and passes your payment to them.

That means refunds are issued by the shop. Your first contact for any refund, cancellation or problem with an order is the shop you ordered from.

Your rights under Australian Consumer Law

Goods sold to you come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy, or in any shop’s own terms, limits those rights.

You are entitled to a replacement or refund for a major failure — for example, parts that are significantly different from what was ordered, or are unfit for their obvious purpose and cannot easily be fixed — and to compensation for any other reasonably foreseeable loss or damage. For a failure that is not major, you are entitled to have the problem fixed within a reasonable time, and if it is not, to a refund.

Custom-cut parts are still covered. Being made to order does not remove consumer guarantees.

Cancelling an order

Cut-to-order parts are made specifically for you, so a shop is not required to refund you simply because you changed your mind. Contact the shop as soon as possible — before cutting starts, most shops will cancel and refund in full. After cutting has started, what is refundable is at the shop’s discretion and may be reduced by material and machine time already spent.

When something is wrong with your parts

If parts arrive damaged, incorrect, or not matching the file you submitted, contact the shop promptly with photographs and your order reference. Shops are expected to remake or refund parts that do not match the order.

What a shop is not required to refund

• Parts cut correctly to a file that turned out to be wrong — check your drawing before ordering.
• Cosmetic variation normal to the cutting process, such as edge finish, heat-affected zone, dross, or kerf allowance.
• Tolerance expectations that were never agreed with the shop.
• Simply changing your mind on a made-to-order item.

Quotes are not orders

Generating a quote costs nothing and commits you to nothing. You are only charged when you complete checkout. Quotes expire, and a shop may correct or withdraw a quote before it is paid — for example where a file could not be measured reliably.

How refunds are paid

Refunds are processed through Stripe back to the original payment method, in Australian dollars. Timing depends on your bank, and typically takes five to ten business days to appear after the shop issues it.

Our platform fee

ToolpathCloud collects a platform fee of 1.5% on paid orders. Where a shop fully refunds an order, we refund our platform fee on that order to the shop. Card processing fees charged by Stripe are subject to Stripe’s own policy and may not be returned.

Chargebacks

Please contact the shop before raising a chargeback with your bank — most problems are resolved faster directly. Disputes are handled through Stripe and are decided by the card networks, not by ToolpathCloud.

For shops

You issue refunds from your own Stripe dashboard. You are responsible for your refund practices and for meeting your obligations under the Australian Consumer Law — including that you must not represent that you do not offer refunds, or display a “no refunds” sign, as this misrepresents consumer rights. Publishing your own lead times and tolerance expectations prevents most disputes before they start.

Can’t reach the shop?

If a shop is unresponsive, contact us at support@toolpathcloud.com with your order details. We cannot issue refunds on a shop’s behalf, but we can help you make contact and will act on shops that repeatedly fail to honour their obligations. You can also seek help from the Australian Competition and Consumer Commission or your state fair trading office.

See also our Terms of Service and Privacy Policy.