Refund & Cancellation

Effective date: 9 June 2026

This policy explains trial, cancellation, plan-change and refund handling for Tradie Texts. It is part of the Terms of Service.

1. Australian Consumer Law comes first

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If we fail to meet a consumer guarantee, you may be entitled to a remedy. Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded, restricted or modified.

2. Free trial

New accounts receive a 14-day free trial unless a different trial is stated at sign-up. No credit card is required to start the trial. If you do not subscribe to a paid plan, the trial ends and paid features may be disabled.

3. Cancellation

You can cancel a paid subscription at any time from the billing portal or by contacting support. Cancellation:

• Stops future renewals;
• Normally keeps the paid plan available until the end of the current billing period; and
• Does not automatically create a pro-rata card refund for the unused part of that period.

4. Upgrades and downgrades

Upgrades may take effect immediately and Stripe may charge a prorated amount for the remainder of the billing period.

Downgrades may create a prorated Stripe account credit that reduces a future invoice. This is not the same as a refund to your card. The billing interface and any downgrade confirmation should make this distinction clear.

5. Refunds outside ACL remedies

Outside rights required by law:

• Fees already paid for the current billing period are generally not refunded when you cancel;
• Usage-based charges already incurred, including SMS usage, are generally not refundable;
• Goodwill adjustments may be provided as account credit unless we agree otherwise; and
• Duplicate charges, billing errors or mistaken charges will be investigated and corrected, which

may include a card refund or voided invoice where appropriate.

6. Consumer guarantee remedies

If the Service has a major failure under the Australian Consumer Law, you may be entitled to cancel and receive a refund for the affected service, or receive compensation for a reduction in value. If the failure is minor, we may be entitled to fix the problem within a reasonable time. If we do not fix it within a reasonable time, you may be entitled to further remedies.

Examples that may require assessment include prolonged inability to access paid core features due to our systems, material billing errors, or a failure to provide the Service with due care and skill. Carrier filtering, Twilio outages, incorrect customer configuration, recipient device issues, or lack of lead conversion will not automatically be a service failure by Tradie Texts.

7. How to request a billing review

Email hello@tradietexts.com.au with your account email, business name, invoice or payment reference, and a short description of the issue. We aim to acknowledge billing review requests within 5 business days.

8. Contact

Tradie Texts Billing support: hello@tradietexts.com.au

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