Terms & Conditions/ Privacy Policy

TERMS

Cha-ching Refunds (ABN 48 617 982 224 | UMA 437848 28213)

Version updated 6 August 2026

1. About Us
Cha-ching Refunds provides a professional unclaimed money recovery service for individuals, companies and deceased
estates across Australia.
2. Confidentiality of Source
We will not disclose the source of any funds we locate unless we have your signed Authority to Release (or other valid
authority).
3. Our Fee Structure
A. Full Recovery Service
If you instruct us to complete the recovery of funds on your behalf, our fee is 25% + GST of the gross amount actually
recovered. If no funds are recovered, no fee is payable for the recovery service.
B. Positive Findings Report
If we locate claimable funds and provide you with a written Positive Findings Report that contains sufficient details for you to
make the claim yourself, and you then choose not to proceed with us to complete the recovery, a Findings Report Fee of 25%
+ GST of the located amount becomes payable. This fee is for the investigative work performed. There is no double charging
— if you proceed with us, only the Full Recovery Service fee applies.
C. No Funds Located
If we are unable to locate any claimable funds, you pay us nothing. There are no upfront fees to commence an investigation.
4. Payment of Fees & Bank Details
Where we recover funds, our fee is deducted from the recovered amount held in our trust account. The balance is paid
electronically to your nominated bank account. You are responsible for providing correct information. Incorrect or incomplete
information may cause delays in receiving your funds.
5. Authority and Cooperation
Once you sign our Authority to Release you appoint us to act on your behalf. If you fail to supply documents reasonably
required (and within your ability) to complete the claim, we will give you 7 days’ written notice. If the documents are still not
provided, we may close the file. In that case, if we have already located claimable funds, the applicable fee under clause 3 may
still be payable.
6. Identity Documents and Verification
To progress claims we may request identity documents (typically a 100-point identity pack) and, where you consent, an
optional identity photo. These are used only to verify identity and entitlement and to lodge claims. Certified copies may be
required by some institutions. If you have difficulty obtaining the documents requested, please contact us so we can discuss
suitable alternatives. How we handle this information is set out in our Privacy Policy.
7. Privacy
We collect, use, store and disclose personal information in accordance with our Privacy Policy (available on our website) and
the Australian Privacy Principles. By using our services and submitting forms or documents, you acknowledge that policy. We
retain information only as long as reasonably necessary for the service and legal record-keeping, then securely delete or
destroy it.
8. Enforcement Costs
If we are required to take legal action or engage a lawyer to recover a fee properly payable under these Terms, you agree to
pay such reasonable legal costs as a court may order.
9. Information Disclaimer
While we act with due care and skill, we do not guarantee the accuracy, currency or completeness of information obtained from
third parties or public sources. To the maximum extent permitted by law, we exclude liability for any loss arising from reliance
on such information, except where we have been negligent or where liability cannot be excluded under the Australian
Consumer Law.
10. Australian Consumer Law
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian
Consumer Law that cannot lawfully be excluded. Where liability can be limited, our liability is limited to re-supplying the
services or paying the cost of re-supply.
11. Changes to These Terms
We may vary these Terms by giving you at least 7 days’ notice in writing (including by email).

12. Governing Law
These Terms are governed by the laws of Victoria, Australia.
13. Contact
Cha-ching Refunds
PO Box 6041, Melbourne VIC 3004
Phone: 1800 965 719
Email: support@chachingrefunds.com.au
Cha-ching Refunds | Success-fee unclaimed money recovery service
ABN 48 617 982 224 | UMA 437848 28213

PRIVACY POLICY
Cha-ching Refunds (ABN 48 617 982 224 | UMA 437848 28213)
Prepared in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles
Version updated 6 August 2026

1. Our Commitment
Your privacy is important to us. We are committed to protecting your personal information and handling it openly, transparently
and in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).
2. What We Collect
We may collect: your name, address, date of birth, contact details; identification documents (for example driver licence,
passport, Medicare card, bank statements or utility bills forming a 100-point identity pack); an optional identity photo if you
consent on our forms; information about possible unclaimed funds; bank account details for payment of recovered funds;
details of your capacity (individual, company officer, executor/administrator); communications with us; digital signature images;
and technical data (including IP address, browser type and date/time of submission) when you use our website or online forms.
3. How We Collect Information
We collect information directly from you (website forms, email, phone, Authority to Release, secure ID upload); from institutions
holding funds (with your authority); from publicly available sources where relevant to locating funds; and automatically when
you use our website or online forms. Where practicable we collect information directly from you. Optional identity photos are
only taken if you tick the consent box on the form.
4. Why We Collect and Use Information
We collect and use personal information to provide unclaimed money investigation and recovery services; verify your identity
and entitlement; communicate with you; lodge claims and correspond with relevant institutions; operate our trust account and
pay recovered funds; comply with legal and regulatory obligations; maintain business records; and protect against fraud and
unauthorised activity. Identity documents and any optional photo are used solely for identity verification and claim processing
— not for marketing.
5. Disclosure of Personal Information
We may disclose your personal information to government departments, banks, superannuation funds, trustees and other
institutions for the purpose of investigating or claiming funds; our professional advisers and service providers (under
confidentiality obligations); anyone you authorise; and law enforcement or regulators where required or authorised by law. We
do not sell, rent or trade your personal information.
6. Overseas Disclosure and Cloud Services
We use reputable cloud service providers (including Google services for email, forms processing, document storage and
spreadsheets). Those providers may process or store data in data centres outside Australia. We take reasonable steps
consistent with APP 8, including using providers with appropriate security and contractual privacy commitments. We do not
otherwise routinely disclose personal information overseas. If further overseas disclosure becomes necessary, we will take
reasonable steps to ensure the recipient handles the information consistently with the APPs, or we will obtain your consent.
7. Storage and Security
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access,
modification or disclosure. This includes restricted access to client folders and records, multi-factor authentication where
available, secure transmission (HTTPS) on our website forms, and internal access limited to people who need the information
to perform the service.
8. How Long We Keep Information (Retention)
We retain personal information only as long as reasonably necessary for the service, legal record-keeping and dispute
resolution. Typical periods include: signed Authorities and signature/IP audit data — generally 7 years after a claim is closed;
identity documents — until the claim is finalised and for a limited period afterwards (generally up to 2 years) while still needed;
optional identity photos — deleted promptly once identity is verified for the matter (and in any case within 12 months); client
communication records — generally 7 years after last activity; marketing enquiries where no Authority is signed — generally 12
months. When retention ends, information is securely deleted or irreversibly destroyed. Further detail is set out in our internal
Data Retention Policy.
9. Data Breaches
If we become aware of a data breach involving personal information, we will take steps to contain the breach, assess the risk of
serious harm, and, where required under the Notifiable Data Breaches scheme or as a matter of good practice, notify affected
individuals and the Office of the Australian Information Commissioner (OAIC). Our internal Data Breach Response Plan guides
this process.
10. Access and Correction
Cha-ching Refunds | Privacy Policy Page 2
You may request access to the personal information we hold about you, or request correction of inaccurate, out-of-date or
incomplete information, by contacting us. We will respond within a reasonable period. In some cases we may refuse access
where permitted by the Privacy Act; if so we will tell you why.
11. Direct Marketing
We do not use or disclose personal information for direct marketing unless you would reasonably expect us to, or you have
consented. You may opt out at any time by contacting us. Identity documents and photos are never used for marketing.
12. Complaints
If you have a complaint about how we have handled your personal information, please contact us first. We will investigate and
respond. If you are not satisfied with our response you may contact the Office of the Australian Information Commissioner
(OAIC) at www.oaic.gov.au or 1300 363 992.
13. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. The current version will be published on our website.
14. Contact Us
Privacy contact
Cha-ching Refunds
PO Box 6041, Melbourne VIC 3004
Phone: 1800 965 719
Email: support@chachingrefunds.com.au
Cha-ching Refunds | Success-fee unclaimed money recovery service
ABN 48 617 982 224 | UMA 437848 28213