1. Overview

FakatauKiTonga is operated by TASSY ELITE SERVICES, a registered Australian company. We provide an online platform that allows customers to purchase goods, vouchers, and services from verified local businesses in Tonga for collection by nominated recipients.

This Refund Policy is provided in accordance with the Australian Consumer Law (ACL) and applies to all purchases made through our website.

2. Australian Consumer Law

Under Australian Consumer Law, customers are entitled to a refund, replacement, or repair if a product or service has a major failure, or does not meet consumer guarantees.

Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

3. Nature of Our Service

FakatauKiTonga acts as an online marketplace and payment facilitator. Goods and services are supplied and fulfilled by independent local partner businesses in Tonga. Orders are prepared for local collection, not home delivery.

Because of this structure:

• Once goods are prepared or collected, they cannot be returned.
• Vouchers are treated as prepaid services once issued or redeemed.

4. Refund Eligibility

Refunds may be offered in the following circumstances:

• The ordered goods or services are not available and no suitable replacement can be provided
• The partner business is unable to fulfil the order
• There is a processing or system error resulting in incorrect charging
• The order is cancelled before preparation or collection

Where eligible, refunds will be issued to the original payment method or as platform credit, at our discretion.

5. Non-Refundable Situations

Refunds are not available in the following situations:

• Goods have already been prepared or collected
• Vouchers have been issued, used, or partially used
• Change of mind after order confirmation
• Incorrect recipient details provided by the customer
• Delays caused by circumstances beyond our control (e.g. public holidays, local business closures, weather events)

6. Vouchers

Shopping and restaurant vouchers:

• Are non-refundable once issued
• Cannot be exchanged for cash
• Cannot be transferred or resold
• Expire as stated on the voucher

7. Fees and Charges

Any bank fees, card processing fees, currency conversion fees, or international transfer charges incurred during payment or refund processing are non-refundable.

8. How to Request a Refund

To request a refund or report an issue, customers must contact us through our website support channel within a reasonable time after placing the order and provide:

• Order number
• Description of the issue
• Any supporting information requested

Each request is reviewed individually to ensure fairness and transparency.

9. Disputes and Chargebacks

Customers are encouraged to contact us directly before initiating a chargeback. We work closely with our payment providers and partner businesses to resolve issues promptly and fairly.

10. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be published on our website and apply to orders placed after the update date.