Refund and Dispute Policy

1. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services remedied if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes, or modifies any right or remedy you may have under the ACL or any other applicable Australian consumer protection legislation.

2. Billing Model

Agent Sync operates on a monthly subscription model with four plans:

• Starter — AUD $75 / month (up to 10 members)
• Growth — AUD $180 / month (up to 30 members)
• Professional — AUD $350 / month (up to 70 members)
• Enterprise — AUD $600 / month (up to 150 members)

Each subscription period is exactly one calendar month, beginning on the date of your first payment. Subscriptions renew automatically on the same date each month until cancelled. There are no annual contracts or lock-in commitments.

3. Refund Eligibility

3.1 Circumstances where a refund will be issued

A full refund of the most recent month's subscription fee will be issued in the following circumstances:

• Duplicate charge: You were charged more than once for the same billing period due to a billing error on our part.
• Charge after cancellation: You were billed after you had validly cancelled your subscription in accordance with this policy.
• Major service failure: The Platform was wholly unavailable or materially non-functional for a period exceeding 72 consecutive hours during a billing period, other than due to planned maintenance for which you were given advance notice.
• ACL guarantee failure: The service did not meet a consumer guarantee under the ACL and the failure is a major failure.

3.2 Circumstances where a refund will not ordinarily be issued

We do not ordinarily offer refunds in the following circumstances:

• You changed your mind or no longer require the service, provided the Platform was available and functional during the billing period.
• You did not use the Platform during the billing period.
• You upgraded or downgraded your plan mid-cycle — plan changes take effect immediately and no partial-period refund is issued for the previous plan. LemonSqueezy automatically handles proration on upgrades by crediting any unused value.
• Your account was suspended or terminated due to a breach of our Terms and Conditions.
• The issue was caused by factors outside our reasonable control (e.g., third-party integrations, your own internet connectivity, or force majeure events).

3.3 New customers

If you are a new customer and are not satisfied with the Platform within the first 7 days of your first subscription payment, contact us at [email protected] and we will consider a refund on a case-by-case basis. This goodwill policy does not affect your rights under the ACL.

4. How to Request a Refund

To request a refund, email us at [email protected] with:

• The subject line: "Refund Request – [Your Organisation Name]"
• Your registered account email address
• The billing date and amount of the charge in question
• A clear description of the reason for the refund request
• Any supporting evidence (e.g., screenshots, error messages) where relevant

Refund requests must be submitted within 30 days of the charge being disputed, except where your rights under the ACL provide for a longer period.

5. Processing & Timeframes

We will acknowledge your refund request within 2 business days of receipt. We will review your request and notify you of our decision within 7 business days.

Approved refunds are processed through LemonSqueezy, our payment processor, back to the original payment method used at the time of purchase. Depending on your bank or card issuer, refunds typically appear within 5–10 business days of approval. We are not responsible for any delays caused by your financial institution.

6. Dispute Resolution

6.1 Internal resolution

If you have a complaint or dispute relating to a charge or the service, we encourage you to contact us first at [email protected]. We are committed to resolving disputes fairly and promptly.

6.2 Response commitment

We will acknowledge your complaint within 2 business days and work with you to reach a resolution within 14 business days. If a resolution cannot be reached in that time, we will keep you informed of progress and expected timeframes.

6.3 External resolution

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to:

• Australian Competition and Consumer Commission (ACCC) — accc.gov.au
• The fair trading agency in your state or territory (e.g., NSW Fair Trading, Consumer Affairs Victoria)
• Australian Financial Complaints Authority (AFCA) for payment-related disputes — afca.org.au

6.4 Governing law

Any dispute that cannot be resolved informally will be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.

7. Chargebacks

We ask that you contact us directly before initiating a chargeback with your bank or card issuer. In many cases, we can resolve the issue faster than the bank dispute process allows.

If a chargeback is filed against a charge that we believe was legitimate and in accordance with these Terms, we reserve the right to:

• Suspend access to your account pending resolution of the chargeback
• Provide evidence to the payment processor to contest the chargeback
• Terminate your account if the chargeback is upheld and we determine it was filed in bad faith

Initiating a chargeback does not affect your rights under the ACL.

8. Cancellations

You may cancel your subscription at any time from the Billing section in your account settings, or by emailing [email protected].

• Cancellations take effect at the end of the current billing period. You will retain full access to the Platform until that date.
• You will not be charged again after cancellation, provided it is completed before the next renewal date.
• Cancellation does not entitle you to a refund of the current period's subscription fee unless you qualify under clause 3.1 above or under the ACL.

9. Service Credits

In cases where a refund is not applicable but the Platform experienced significant degraded performance during a billing period (24–72 hours of unavailability), we may, at our sole discretion, offer a service credit applied to your next invoice. Service credits have no cash value and cannot be transferred.

To request a service credit, email us at [email protected] within 14 days of the service disruption with details of the impact experienced.

10. Contact Us

For all billing, refund, or dispute enquiries, please contact our support team:

• Email: [email protected]
• Response time: Within 2 business days
• Business hours: Monday – Friday, 9:00 am – 5:00 pm AEST
• Company: SyncxLabs Pty Ltd, New South Wales, Australia

When contacting us, please include your account email address and the nature of your enquiry so we can assist you as quickly as possible.