Refund Policy

Last updated: 9 October 2026

1. About this Refund Policy

This Refund Policy applies to digital products purchased from the online store operated by:

East Coast Structural Engineering Consultant Pty Ltd
Trading as ECSEC
ABN 40 702 108 307
Attention: Luay Al-loos
c/o Work Inc
6 Middlemiss Street
Lavender Bay NSW 2060
Australia

Email: info@ecsec.com.au
Website: ECSEC Structural Engineering

In this Refund Policy:

  • ECSEC, we, us and our mean East Coast Structural Engineering Consultant Pty Ltd;

  • customer, you and your mean the purchaser of a store product; and

  • Digital Product means an engineering spreadsheet, calculation tool, workbook, template, worked-example tool, technical resource, chapter package, complete package, document or other downloadable product supplied through the ECSEC store.

This Refund Policy should be read together with ECSEC’s:

  • Digital Product Licence;

  • Terms of Use;

  • Privacy Policy;

  • Website Disclaimer;

  • relevant product description; and

  • any product-specific terms presented before purchase.

2. Australian Consumer Law

Our Digital Products come with rights and consumer guarantees that cannot be excluded under the Australian Consumer Law where that law applies.

Nothing in this Refund Policy excludes, restricts or modifies any:

  • consumer guarantee;

  • statutory right;

  • statutory remedy; or

  • liability

that cannot lawfully be excluded, restricted or modified.

A store policy cannot lawfully remove a consumer’s rights to an appropriate remedy for a product or service that fails to meet an applicable consumer guarantee.

If a Digital Product fails to meet an applicable consumer guarantee, you may be entitled to a remedy. Depending on the nature and seriousness of the problem, that remedy may include:

  • correction of the problem;

  • repair or replacement;

  • re-supply;

  • cancellation;

  • partial refund;

  • full refund; or

  • compensation where available under applicable law.

The remedy available in a particular case depends on the circumstances and whether the problem is minor or major.

3. Nature of ECSEC Digital Products

ECSEC sells electronically delivered products, including:

  • engineering spreadsheets;

  • calculation tools;

  • design workbooks;

  • worked-example tools;

  • chapter-based workbook packages;

  • bundled technical resources;

  • templates; and

  • related downloadable materials.

Digital Products are generally supplied by:

  • an immediate website download;

  • an emailed download link;

  • access through a customer account; or

  • another electronic delivery method identified during checkout.

Because a downloaded Digital Product cannot ordinarily be physically returned, different considerations apply compared with physical products. However, this does not reduce any mandatory rights available under the Australian Consumer Law.

4. Change-of-mind purchases

ECSEC does not generally provide refunds where a customer:

  • changes their mind;

  • decides that they no longer need the Digital Product;

  • finds another product they prefer;

  • finds a similar product at a lower price;

  • purchases the wrong product or chapter;

  • purchases an individual chapter and later decides that they wanted the complete package;

  • does not use the Digital Product;

  • does not have sufficient technical knowledge to use it;

  • does not have compatible software where compatibility requirements were clearly disclosed;

  • mistakenly assumes that the product includes material not stated in the product description; or

  • expects a feature that was not advertised or represented by ECSEC.

The ACCC states that consumers are not ordinarily entitled to a repair, replacement or refund merely because they changed their mind, found the product cheaper elsewhere or decided that they did not like or need the purchase.

ECSEC may choose to offer a discretionary exchange, credit or refund in an appropriate case, but is not obliged to do so unless required by law.

5. Downloaded or accessed products

A change-of-mind refund will generally not be provided after:

  • the product download has commenced;

  • the download link has been accessed;

  • the Digital Product has been downloaded;

  • a licence key or access credential has been supplied;

  • customer-account access has been granted; or

  • the digital content has otherwise been delivered or made available.

This section applies only to change-of-mind requests. It does not limit rights or remedies available for a faulty, materially misdescribed or otherwise non-compliant Digital Product.

6. When a customer may be entitled to a remedy

Contact ECSEC if a Digital Product:

  • cannot be downloaded through the supplied delivery method;

  • is materially corrupted;

  • cannot be opened using the software or system expressly identified as compatible;

  • does not include important content expressly stated in the product description;

  • is materially different from its description or demonstrated sample;

  • was not the product ordered;

  • was supplied under the wrong licence;

  • contains a material technical fault affecting its intended operation;

  • is not of acceptable quality under an applicable consumer guarantee;

  • is not reasonably fit for a purpose that ECSEC expressly agreed it would meet; or

  • otherwise fails to meet an applicable consumer guarantee.

ECSEC will assess the circumstances and provide the remedy required by applicable law.

7. Minor problems

If the problem is minor and can reasonably be corrected, ECSEC may choose to provide an appropriate remedy such as:

  • corrected download instructions;

  • a new download link;

  • an uncorrupted replacement file;

  • a corrected version;

  • a product update;

  • a replacement copy;

  • clarification of the documented operation; or

  • another reasonable correction.

The ACCC states that businesses must rectify minor problems by providing an appropriate remedy, which may include a free repair.

The customer should allow ECSEC a reasonable opportunity to investigate and correct a minor problem.

8. Major problems

A problem may be major where the Digital Product:

  • is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable period;

  • is substantially unfit for a disclosed purpose that ECSEC expressly accepted;

  • is significantly different from its description or sample;

  • is unsafe; or

  • would not have been purchased by a reasonable customer who was fully aware of the problem.

Where a major problem exists and the Australian Consumer Law applies, the customer may be entitled to choose the remedy available under that law, which may include a replacement or refund. ACCC guidance states that consumers may choose between a refund and replacement when goods have a major problem.

9. Incorrect Digital Product supplied

If ECSEC supplies a Digital Product different from the product identified in the confirmed order, contact ECSEC before using or distributing the incorrect file.

After verifying the order, ECSEC will ordinarily:

  • provide access to the correct product;

  • correct the licence record; and

  • give reasonable instructions concerning the incorrectly supplied file.

If ECSEC cannot provide the ordered product within a reasonable period, an appropriate remedy will be offered in accordance with applicable law.

10. Corrupted or inaccessible files

If a Digital Product cannot be downloaded or opened, first check:

  • that the correct email address was provided;

  • spam and junk-email folders;

  • the download instructions;

  • the stated software requirements;

  • the required file format;

  • internet and browser settings;

  • organisational security restrictions; and

  • whether the download or access period stated at purchase remains open.

If the issue continues, contact ECSEC at info@ecsec.com.au.

Where the original file or delivery method is defective, ECSEC may provide:

  • a replacement download link;

  • a replacement copy;

  • a corrected file;

  • reasonable access assistance; or

  • another remedy required by law.

11. Software compatibility

Each product page should identify the intended:

  • software application;

  • supported format;

  • product version;

  • required features;

  • design-standard edition; and

  • material compatibility limitations.

A refund will not ordinarily be provided solely because the customer’s system is incompatible where the relevant compatibility requirement was clearly and accurately disclosed before purchase.

This does not apply where ECSEC expressly represented that the Digital Product would be compatible with a particular system and that representation was materially inaccurate.

12. Engineering expectations and intended use

ECSEC Digital Products are engineering calculation aids, worked-example tools and technical resources.

Unless ECSEC expressly states otherwise, a Digital Product is not:

  • a complete project-specific structural design;

  • professional engineering advice for a particular project;

  • structural certification;

  • a design declaration;

  • independent design verification;

  • construction documentation;

  • confirmation of regulatory compliance;

  • customised engineering software; or

  • a substitute for competent engineering judgement.

A refund will not ordinarily be available merely because the customer expected a project-specific engineering service when the product was accurately described as a general digital calculation or educational tool.

This does not affect rights relating to misleading descriptions, false representations or failures to meet applicable consumer guarantees.

13. Technical disagreements

A difference in professional judgement, preferred calculation method, interpretation or design approach does not automatically establish that a Digital Product is faulty.

If a customer believes that a product contains a material technical error, the customer should:

  1. stop relying on the affected result;

  2. preserve an unchanged copy of the file;

  3. verify the inputs, units and assumptions;

  4. record the steps producing the issue;

  5. identify the relevant product and version; and

  6. contact ECSEC with sufficient technical details.

ECSEC will review the reported issue. Where the Digital Product contains a verified material fault, ECSEC will provide the remedy required by applicable law.

14. Unauthorised modifications

Subject to applicable law, ECSEC is not responsible for problems caused by:

  • altered formulas;

  • deleted protections;

  • modified worksheets;

  • added or removed macros;

  • customer-written code;

  • third-party extensions;

  • conversion to another file format;

  • unauthorised modifications;

  • malware introduced after delivery;

  • use with unsupported software; or

  • use outside the product’s stated purpose.

A customer requesting a remedy may be asked to provide the original unmodified file or sufficiently detailed information so ECSEC can determine whether the problem exists in the supplied product.

Nothing in this section excludes liability for a fault present in the original Digital Product.

15. Duplicate purchases

If a customer accidentally purchases the same Digital Product or licence more than once, the customer should contact ECSEC promptly.

The request should identify:

  • purchaser’s name;

  • email address;

  • both order numbers;

  • transaction dates; and

  • product purchased.

After verifying that the transactions are genuine duplicates for the same customer and Authorised User, ECSEC may:

  • refund the duplicate charge;

  • offer store credit;

  • convert the additional purchase to another appropriate licence; or

  • propose another reasonable resolution.

Any discretionary outcome will depend on the circumstances and payment-processing requirements.

16. Wrong product or chapter selected

Customers should review product titles, descriptions, chapter numbers, included content and compatibility requirements before completing a purchase.

If the customer selects the wrong chapter, workbook or package, ECSEC is not ordinarily required to provide a refund for change of mind.

However, if the incorrect product has not been downloaded or accessed, ECSEC may, at its discretion:

  • exchange it for the intended product;

  • apply the payment toward another product;

  • issue store credit; or

  • provide another reasonable solution.

Any price difference must be paid by the customer. If the replacement product costs less, treatment of the difference will be determined by ECSEC, subject to applicable law.

17. Individual chapters and complete packages

The ECSEC store may sell:

  • individual chapters;

  • multi-chapter bundles; and

  • complete packages.

Purchasing individual chapters separately does not automatically entitle the purchaser to:

  • a retrospective package discount;

  • a refund of previous purchases;

  • a free upgrade to the complete package; or

  • credit equal to the full price of earlier purchases.

ECSEC may choose to offer an upgrade arrangement, bundle credit or promotional discount, but it is not obliged to do so unless the offer was expressly stated at the time of purchase.

18. Sale and discounted products

Sale, discounted, introductory, bundled and promotional Digital Products remain covered by applicable consumer guarantees.

ECSEC will not deny a remedy merely because the product was discounted or sold as part of a promotion.

Change-of-mind refunds remain subject to this Refund Policy and any clear promotion-specific conditions.

19. Free Digital Products

Products supplied free of charge may be subject to different rights depending on the applicable law and circumstances.

ECSEC may choose to replace or correct a free Digital Product if it contains a verified issue.

Free products remain subject to:

  • their product descriptions;

  • the Digital Product Licence;

  • engineering-use limitations; and

  • applicable law.

20. Product updates and standards changes

Purchase of a Digital Product does not automatically include future product versions or updates unless the product page expressly states otherwise.

A refund will not ordinarily be provided merely because:

  • a new product version is released;

  • ECSEC later improves the product;

  • a design standard is amended or replaced after purchase;

  • legislation or technical guidance changes;

  • the customer later requires a different standard edition; or

  • the customer’s software is subsequently updated.

This does not affect any rights concerning a product that was already faulty, materially misdescribed or unsuitable for an expressly accepted purpose when supplied.

21. Support and customisation

Purchase includes only the support identified in the product description.

Unless expressly included, the purchase price does not include:

  • project-specific engineering advice;

  • custom spreadsheet development;

  • modification of formulas;

  • new design modules;

  • interpretation of project drawings;

  • calculation verification;

  • training;

  • software installation;

  • third-party software support; or

  • continuing consultancy.

A refund will not ordinarily be available because the customer expected services that were not included in the product description.

Additional professional support or customisation may be offered under a separate written quotation.

22. Refund-request procedure

To request a remedy, contact ECSEC at info@ecsec.com.au and provide:

  • purchaser’s full name;

  • purchaser’s email address;

  • order number;

  • transaction date;

  • product name;

  • chapter or package name;

  • product version, if shown;

  • description of the issue;

  • date the issue was identified;

  • steps taken before the issue occurred;

  • software and version used;

  • screenshots or error messages;

  • the remedy requested; and

  • any other information reasonably required to assess the matter.

Do not send confidential client or project information unless you are authorised to disclose it.

23. Proof of purchase

ECSEC may require reasonable proof of purchase before supplying a remedy.

Acceptable proof may include:

  • ECSEC order confirmation;

  • receipt;

  • transaction reference;

  • invoice;

  • payment-provider confirmation; or

  • another record reasonably linking the purchaser to the transaction.

If the purchaser cannot locate an order number, ECSEC may attempt to identify the purchase using the purchaser’s name, email address, approximate purchase date and payment details.

24. Assessment of the product

ECSEC may assess the reported problem before determining the appropriate remedy. ACCC guidance confirms that a business has the right to assess a product or service before providing a remedy.

The assessment may involve:

  • verifying the order and licence;

  • checking the original product file;

  • reproducing the reported issue;

  • reviewing screenshots and error messages;

  • confirming software compatibility;

  • examining whether the file was modified;

  • identifying whether the issue is minor or major; and

  • requesting additional information reasonably necessary for diagnosis.

The customer should provide reasonable cooperation without being required to surrender statutory rights.

25. Remedy provided

Where ECSEC confirms that a remedy is required, the remedy will depend on the circumstances and applicable law.

It may include:

  • technical correction;

  • updated download instructions;

  • restored access;

  • replacement download link;

  • corrected file;

  • replacement product;

  • product exchange;

  • account credit;

  • partial refund;

  • full refund; or

  • another remedy agreed with the customer.

ECSEC will not require a customer to accept store credit where the customer is legally entitled to another remedy.

26. Processing approved refunds

Approved refunds will ordinarily be made:

  • to the original payment method;

  • in the original transaction currency, where reasonably practicable; and

  • through the payment provider used for the purchase.

The customer is responsible for providing accurate information required to process the refund.

Any separate payment-provider or financial-institution processing period is outside ECSEC’s direct control.

ECSEC will not charge an administration fee for a refund required under the Australian Consumer Law.

27. Transaction and currency differences

Where a transaction involves currency conversion, overseas banking or payment-provider charges:

  • the refunded amount processed by ECSEC may be the original amount received by ECSEC;

  • exchange-rate movements may affect the amount appearing in the customer’s account; and

  • financial institutions or payment providers may apply their own charges.

Nothing in this section reduces a remedy required by law.

28. Refund-related licence termination

Where a full refund is issued, the associated Digital Product Licence ends unless ECSEC states otherwise.

The customer must:

  • stop using the refunded Digital Product;

  • delete working copies not required by law;

  • prevent further access by unauthorised users;

  • stop using download links or licence credentials; and

  • not distribute or retain the product for future use.

The customer may retain project records only where legally or professionally required, provided that the retained material is not used to continue unlicensed use or distribution.

29. Fraudulent or abusive requests

ECSEC may investigate refund requests that reasonably appear to involve:

  • fraudulent transactions;

  • false information;

  • repeated purchase-and-refund behaviour;

  • unauthorised sharing;

  • licence misuse;

  • copying followed by a refund request;

  • altered evidence; or

  • abuse of payment disputes.

ECSEC may refuse a request that is demonstrably fraudulent or unrelated to a valid legal entitlement.

This section does not permit ECSEC to deny a genuine consumer-law claim.

30. Chargebacks and payment disputes

Customers are encouraged to contact ECSEC before initiating a payment dispute so ECSEC has a reasonable opportunity to review and resolve the issue.

Initiating a payment dispute does not remove either party’s statutory rights or obligations.

ECSEC may provide the payment provider with relevant transaction, delivery, correspondence and licence records when lawfully responding to a dispute.

31. Compensation for loss or damage

Where a failure to meet a consumer guarantee causes reasonably foreseeable loss or damage, additional rights may apply under the Australian Consumer Law.

The ACCC states that consumers may be entitled to compensation when they suffer damage or loss because of a problem with a product or service.

Any compensation claim will be assessed according to applicable law and the facts of the matter.

32. Business purchasers

Consumer guarantees can apply to business purchases in certain circumstances.

Nothing in this Refund Policy assumes that a purchaser loses all consumer-law rights merely because the purchase was made for professional, engineering or business use.

The application of the Australian Consumer Law depends on the transaction and applicable legal criteria.

33. Professional engineering services

This Refund Policy applies primarily to ECSEC store products.

Fees, variations, cancellations, termination and remedies relating to separately engaged structural-engineering consultancy services are governed by:

  • the applicable proposal;

  • professional-services agreement;

  • project-specific contract;

  • invoice terms; and

  • applicable law.

Purchasing a Digital Product does not create a professional engineering engagement.

34. Privacy

ECSEC will handle personal information provided in connection with a refund, complaint or technical assessment in accordance with its Privacy Policy and applicable privacy law.

Information may be used to:

  • verify the purchase;

  • investigate the issue;

  • communicate with the customer;

  • process a remedy;

  • maintain transaction and accounting records;

  • respond to a payment dispute; and

  • comply with legal obligations.

35. Complaints and unresolved matters

If you are dissatisfied with ECSEC’s response, you may submit a written complaint to info@ecsec.com.au.

Include:

  • your name;

  • order number;

  • product name;

  • a summary of the issue;

  • the steps already taken;

  • ECSEC’s previous response; and

  • the outcome you seek.

ECSEC will review the matter and respond within a reasonable period.

Nothing in this section prevents a customer from exercising rights or using a complaint or dispute-resolution process available under applicable law.

36. Changes to this Refund Policy

ECSEC may update this Refund Policy to reflect changes to:

  • the store;

  • product delivery;

  • payment methods;

  • Digital Products;

  • business practices; or

  • applicable law.

The current policy will be published on the ECSEC website with its last-updated date.

A later version will not retrospectively reduce statutory rights or agreed contractual rights attached to an earlier purchase.

37. Governing law

This Refund Policy is governed by the laws of New South Wales, Australia.

This provision is subject to any mandatory consumer-law or jurisdictional requirements that apply to the customer or transaction.

38. Contact ECSEC

For refund, exchange, download or product-support enquiries, contact:

East Coast Structural Engineering Consultant Pty Ltd
Trading as ECSEC
ABN 40 702 108 307
Attention: Luay Al-loos
c/o Work Inc
6 Middlemiss Street
Lavender Bay NSW 2060
Australia

Email: info@ecsec.com.au
Website: ECSEC Structural Engineering