PaydayDeals.com.au Sellers Service Level Agreement

1. The Service Level Agreement is between the Seller and Payday Deals ("us", "we", etc). By using our Website, the Seller agrees to be bound by these terms and conditions. We are Payday Deals Pty Ltd, ACN 622 297 572, incorporated in Australia. Our registered office is at 11 Wilson Street, South Yarra, VIC 3141.

2. This Service Level Agreement is in addition to and intended to be incorporated into and read together with our Seller Terms and Conditions, available [here].

3. This Service Level Agreement remains valid until superseded by a revised agreement or until the Seller Terms and Conditions are terminated. We reserve the right to vary this Service Level Agreement at any time upon providing the Seller with 30 days’ notice in writing. If the Seller does not agree to any such variation of the Service Level Agreement the Seller may terminate its agreement with us. If the Seller continues to use our website or app after the date the new the Service Level Agreement takes effect then the Seller is deemed to accept the new the Service Level Agreement.

4. The Seller must provide an acceptable, consistent level of customer support during the sales and post-sales stages to address customer enquiries, feedback and concerns within the required timeframe.

5. The Seller shall at all times during operation of the Seller Terms and Conditions meet or exceed the Service Level Performance Criteria as set out in this agreement and must otherwise comply with its obligations under Australian Consumer Law.

6. The Seller acknowledges that:

a. any failure to meet an obligation or Service Level Performance Criteria may have a material adverse impact on our business and operations;

b. such failure shall entitle us to take any action that we see fit in relation to a product related enquiry. This may include partial compensation or full refund; and

c. any cost incurred by us will be set-off against the Seller account or recovered from the Seller. This includes, without limitation, issuing refunds of any order as well as refunding delivery charges.

7. The Seller is required to respond within a maximum of 48 hours to any customer enquiry in relation to a product, including any enquiry raised by us.

8. The Seller is required to meet or exceed the service level performance criteria and the timeframes stated below, including in relation to the scenarios listed below.

9. The Seller is liable to cover chargeback fees or deductions.

10. For the purposes of this agreement, Business Day means a day which is not a Saturday, Sunday or bank or public holiday in Melbourne, Victoria, Australia.

Service Level Performance Criteria

11. Support emails

The Seller Agrees to respond to customer support emails within 1-2 Business Days.

12. Order dispatch

a. The Seller agrees to dispatch and submit proof of dispatch to us by providing tracking codes or numbers within 2 Business Days of dispatch. 

b. The Seller must keep records of and be able to provide evidence of dispatch, including: 

i. delivery receipts, or labels with customer name, address and tracking number; 

ii. delivery company tracking numbers to show progress and delivery confirmation online; and

iii. proof of delivery from the delivery company including photos or signature on delivery from the recipient accepting delivery. 

c. If more than one item is ordered at the same time, the Seller must be able to provide tracking information for each individual item, product or order.

d. The Seller agrees not to deliver an order with an ‘authority to leave’ instruction without the customer’s consent. If an order is left without permission and becomes damaged, lost or missing parts the Seller is liable for all losses and replacements requests. 

13. Out of stock products or undeliverable order address 

a. If the Seller rejects the order as a result of the product being out of stock, or the customer’s address is undeliverable, the Seller must notify the customer and us within 2 Business Days and provide the customer with a refund for the product. 

b. The Seller agrees to notify us and the customer within 2 Business Days with a request to cancel the order and refund the customer. 

14. Customer cancellation request / change of mind returns

a. The Seller must comply with any ‘change of mind’ and ‘order return’ as required by the Australian Consumer Law. 

b. If the Seller decides to reject the customer’s order cancellation request, the Seller must notify the customer within 2 Business Days of receiving the request.

c. If the Seller accepts the customer’s order cancellation request, the Seller must notify the customer within 2 Business Days of receiving the request.

d. The Seller agrees to notify us and the customer within 2 Business Days stating their acceptance of the request to cancel the order and refund the customer.

e. The Seller agrees to provide us within 2 Business Days with refund amount breakdown including any costs associated return and initial shipping costs or restocking fees.

15. Missing parts

a. The Seller agrees to dispatch missing parts to the customer in accordance with the customer’s rights under the Australian Consumer Law and otherwise within 10 Business Days. 

b. We have the right to refund the customer if the missing part/s are not dispatched in accordance with the Australian Consumer Law and otherwise within the 10 Business Days. 

b. We have the right to refund the customer if the missing part/s are not dispatched in accordance with the Australian Consumer Law and otherwise within the 10 Business Days. 

c. If the missing parts are not available, the Seller agrees to notify the customer within 2 Business Days of the missing parts arrival date.

d. The customer may decide at their own discretion to either wait for the missing parts to arrive or request a full refund in accordance with the Australian Consumer Law. 

e. If the customer requests the full refund as a result of any missing parts the Seller must accept and provide the full refund. 

f. The Seller is responsible for the costs associated with delivering the missing parts to the customer. 

g. If the Seller is unable to meet the obligations in this clause 14 and cannot reach a resolution with the customer, we may at our own discretion (but subject to any obligations arising under the Australian Consumer Law), refund the customer on behalf of the Seller in accordance with the Australian Consumer Law and otherwise within 10 Business Days.

16. Incorrect products received or product is not as described

a. If the customer receives the incorrect product or the product is not as it was described by the Seller, the Seller must provide the customer with a replacement order with the correct product or a full refund.

b. The Seller is responsible for the return collection costs of the incorrect product in accordance with and subject to the provisions of the Australian Consumer Law.

c. If the Seller is unable to meet the obligations in this clause 15 and cannot reach a resolution with the customer, we may at our own discretion (but subject to any obligations arising under the Australian Consumer Law), refund the customer on behalf of the Seller in accordance with the Australian Consumer Law and otherwise within 10 Business Days.

17. Warranty claims

a. The Seller is required to comply with the Australian Consumer Law at all times.

b. The Seller is required to comply with any additional guarantees or warranties listed on their product terms and conditions as outlined on our website or app. 

c. If the Seller is unable to meet its obligations in accordance with the Australian Consumer Law or otherwise in accordance with this Service Level Agreement or the Seller Terms and Conditions and cannot reach a resolution with the customer, we may at our own discretion (but subject to any obligations arising under the Australian Consumer Law) refund the customer on behalf of the Seller in accordance with the Australian Consumer Law and otherwise within 10 Business Days.

18. Lost in Transit (LIT)

a. The Seller must investigate and lodge an investigation with the delivery company into any undelivered products within 2 business days of receiving the customer’s communication of the undelivered products.

b. The Seller must provide:

i. evidence of dispatch, including shipping receipts, or labels with customer name, address and tracking number;

ii. delivery company tracking numbers to show progress and delivery confirmation online; and

iii. proof of delivery from the delivery company including photos or signature on delivery from the recipient accepting delivery. 

c. If more than one item is ordered at the same time, the Seller must be able to provide tracking for each individual item, product or order.

d. The Seller is responsible for all lost in transit orders (LIT) and to provide the customer with a resolution in accordance with the Australian Consumer Law.  

e. The Seller is liable to provide the customer with a replacement order or full refund of the undelivered products if found to be LIT.

f. The Seller must provide proof of replacement order with delivery company tracking numbers and receipt. 

19. Returned to sender

a. The Seller agrees to lodge an investigation with the delivery company if the product is ‘returned to sender’ within 2 business days. 

b. If the ‘return to sender’ product is found to be a customer error, the customer will be liable for all and any redelivery costs. Customer error may include providing the incorrect address, failure to collect products and not accepting delivery. 

c. If the ‘return to sender’ product is found to be a Seller error, the seller is liable to provide a resolution to the customer by accepting all redelivery costs or providing a full refund.

20. Additional shipping costs

In the event that the Seller becomes aware of additional delivery costs outside of those previously stated to the customer, the Seller must:

a. notify the customer of the additional delivery costs in writing; obtain the customer’s acceptance of the additional delivery costs before the order proceeds.