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Refunds policy

If we owe you money, you get it back.

Overpayments, duplicate payments and payments made in error are refunded to the original payment source. This page explains exactly when, how and how quickly.

Last updated: September 2026

ABN: 24 540 014 243

Scope of this policy

This Refunds Policy applies to all payments made to CollectionsCorp — The Trustee for Collectionscorp (ABN 24 540 014 243), trading as CollectionsCorp, including payments made by credit or debit card, direct debit, PayID, BPAY or electronic funds transfer on accounts we manage, and fees paid by creditor clients.

It should be read together with our Terms and Conditions and Privacy Policy.

Services only, no goods dispatched

CollectionsCorp supplies professional services only. We do not sell, dispatch, ship or deliver any physical goods. Accordingly, no dispatch or delivery policy applies to any payment made to us, and no shipping charges are ever levied.

All services are delivered electronically, by telephone, by post and in writing from our Australian operations.

When a refund is available

We refund payments in full, to the original payment source, where:

  • Overpayment — the amount paid exceeds the balance owing on the account. The surplus is refunded.
  • Duplicate payment — the same payment has been processed more than once.
  • Payment made in error — an incorrect amount was entered or authorised, or a payment was made after the account was already settled.
  • Payment applied to the wrong account — funds were allocated to an account that is not yours.
  • Unauthorised payment — a payment was processed without your authority.
  • Processing error — a technical or administrative error on our side, or on the part of our payment provider, resulted in an incorrect charge.

Where the debt is subsequently found not to be payable — for example, following a successful dispute, a court determination, or a withdrawal of the account by the creditor — any amounts collected are refunded or returned in accordance with the creditor’s instructions and applicable law.

When a refund is not available

A refund is not available simply because a payment was voluntarily made towards a debt that is validly owed and correctly applied. Payments correctly applied to an outstanding balance reduce that balance and are not reversible on request.

If you dispute that a debt is owed, do not treat that as a refund request — raise a dispute with us in writing so it can be investigated. Contact details are in section 11.

How to request a refund

Contact us as soon as you become aware of the issue. There is no charge to request a refund.

To help us process the refund quickly, please provide your account or reference number, the date and amount of the payment, the payment method used, and a short description of what went wrong.

How refunds are processed

Approved refunds are returned to the original payment method used to make the payment:

  • Card payments are refunded to the same credit or debit card.
  • Direct debit, PayID, BPAY and EFT payments are refunded to the originating bank account.

We do not issue refunds to a different card or account unless the original account is verifiably closed, in which case we will ask you to verify your identity and provide alternative account details before the refund is released.

Refund timeframes

  • We acknowledge refund requests within 2 business days.
  • Approved refunds are actioned within 5 business days of approval.
  • Funds typically appear in your account within 5 to 10 business days of being actioned, depending on your bank or card issuer.
  • Where a refund requires the creditor’s authority or the reversal of a remitted payment, we will tell you the expected timeframe when we acknowledge your request.

We will keep you informed if a refund is going to take longer than these timeframes and explain why.

Chargebacks and unauthorised payments

If you believe a card payment was processed without your authority, contact us immediately. We will investigate, place any related recovery activity on hold, and where the payment is confirmed as unauthorised, reverse it to the original card.

You also retain the right to raise the matter directly with your card issuer or bank. We cooperate fully with card scheme chargeback processes and will supply the payment authority records held for the transaction.

Client service fees

Commission, contingency and service fees invoiced to creditor clients are governed by the executed services agreement and fee schedule with that client. Where a fee has been invoiced or deducted in error, or where a remitted amount is later reversed, the position is corrected on the next remittance statement or refunded directly, at the client’s election.

If you are unhappy with the outcome

If your refund request is declined, or you are unhappy with how it was handled, you can escalate it to our Complaints Officer at support@collectionscorp.com.au or on 1300 369 529. We aim to acknowledge complaints within 2 business days and resolve them within 30 days.

If we cannot resolve it, you may escalate to the relevant external body, which may include the Australian Financial Complaints Authority (where the original creditor is a member), ASIC, the ACCC, or your state or territory fair trading office.

Contact us

CollectionsCorp — The Trustee for Collectionscorp
ABN 24 540 014 243
Liverpool NSW 2170, Australia