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Refund Promise

Last updated: 21 June 2026 · NSW penalty notices only at launch

Short version: you only pay the A$39 if we flag an eligible angle on your fine - and it comes with the Refund Promise automatically, with no box to tick. If you then lodge the pack and the review is unsuccessful - the reviewing agency confirms the penalty notice - we refund the A$39. If the fine is withdrawn, cautioned, or cancelled, the pack did its job, so there is no refund.

When it applies

The Refund Promise comes automatically with every eligible NSW dispute pack - there is nothing to opt into. It applies when all of the following are true:

  1. Your fine is a NSW penalty notice that can be submitted for internal review (court-imposed fines cannot be reviewed this way).
  2. We marked your pack eligible for the Refund Promise at checkout.
  3. You have not received a Refund Promise refund from us in the last 12 months.
  4. You lodge the pack with Revenue NSW (or the relevant reviewing agency) yourself, in good faith. You may add your personal details, signature and dates, attach supporting evidence, correct obvious typos, and respond truthfully to any request for more information. We may decline only where a claim is plainly made in bad faith - for example a fabricated decision, or a pack rewritten into a different application.
  5. You lodge in time. You can generally request a review at any time, but request it before the due date on your notice to avoid extra costs. If you have already paid the fine in full and no penalty reminder notice has been served, you must apply within 60 days of the date the notice was issued (s 24A(3A), Fines Act 1996 (NSW)).
  6. You do not withdraw the review, or elect to have the matter heard by a court before the internal-review decision is made - either would prevent a first-review decision.

There is nothing to opt into - the Promise is included on every eligible pack. Our standard 14-day refund (see our Terms and Conditions) and your rights under the Australian Consumer Law also still apply.

When we refund

We refund the A$39 if the written internal-review decision confirms the penalty notice - the fine stands and the decision to issue it is upheld.

We do not refund under this Promise if the reviewing agency withdraws or cancels the notice or replaces it with an official caution - those are wins, not confirmations. (On internal review the agency can only confirm or withdraw a notice; it cannot change the dollar amount.)

If the reviewing agency refuses to conduct a review for a reason we should reasonably have detected before marking your pack eligible, we will refund the A$39. If the refusal is due to your late lodgement, missing information, a prior review, withdrawal, court election, or something else outside our control, the Promise does not apply.

How to claim

  1. Tell us the outcome: use the tracking link in your delivery email to report “Review unsuccessful”, or forward the written internal-review decision to [email protected] within 14 days of receiving it.
  2. We check it relates to your pack ID (we may ask for reasonable proof).
  3. We refund to your original payment method - usually within one business day, and always within 7.

What this is not

The Refund Promise is a refund of our service fee only. It is not a contingency or success fee, and not a guarantee of any outcome - the review decision is made by Revenue NSW or the relevant reviewing agency. unbook is not a law firm and does not represent you; you sign and lodge the pack yourself.

The eligibility signal we use for the Promise is an internal signal only. It is not a probability of success, legal advice, or a guarantee that the fine will be withdrawn.

Your rights under the Australian Consumer Law

The Refund Promise is a voluntary, extra promise. It is in addition to, and does not limit or replace, your rights under the Australian Consumer Law (ACL). Even if the Promise conditions are not met, you may still have a separate right to a remedy under the ACL if our service was not provided with due care and skill or was not reasonably fit for purpose.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to cancel the service if the problem is not remedied within a reasonable time and, if so, to a refund of the difference between the value of the services provided compared to the value of the services paid for.

How eligibility works

We mark a pack eligible for the Refund Promise using an internal eligibility signal - a weighted aggregate of our analysers' confidence (procedural, image, calibration, signage, statutory, driver-eligibility and AI-camera checks) reflecting how well your notice matches the published review grounds. It is not a prediction of the outcome.

Limits

Refund Promise - A$39 back if your fine is upheld - unbook