Refund Policy

Effective: 24 September 2026
Last updated: 24 September 2026

1. Scope

This Refund Policy applies to products and Services purchased directly from RePass Cloud Pty Ltd unless a more specific product, order form, enterprise agreement or transaction-specific refund term applies.

It may apply to:

• software licences;
• subscriptions;
• credit-based or usage-based services;
• digital products and downloads;
• books and publications;
• physical products; and
• other directly purchased Services.

Purchases made through a third-party retailer, app store, marketplace or distributor are generally refunded through that provider’s process, subject to any legal responsibility that remains with RePass Cloud.

2. Consumer rights come first

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Where the Australian Consumer Law applies, consumer guarantees and statutory remedies continue to apply regardless of any voluntary refund rule in this policy.

There is no blanket “no refunds” rule.

3. Faulty, missing, incorrect or materially misdescribed products

If a directly purchased product is faulty, materially misdescribed, missing, inaccessible or incorrectly supplied, contact us with enough information to identify the transaction and explain the problem.

Depending on the product and applicable law, an appropriate remedy may include:

• re-supply;
• repair where relevant;
• replacement;
• correction;
• cancellation;
• refund; or
• another remedy required by law.

Where there is a major failure and applicable consumer law gives the customer a choice of remedy, that statutory choice will be respected.

Where a failure is minor and can lawfully be remedied, we may first provide an appropriate remedy within a reasonable time.

Nothing in this policy excludes compensation for reasonably foreseeable loss or damage where applicable law makes that compensation recoverable.

4. Digital products and downloads

For a missing, corrupt, inaccessible or incorrect digital file, we will normally first attempt to provide or re-provide the correct functioning file promptly.

If that cannot be done within a reasonable time, or if the failure is major, the customer receives the remedy required by applicable law.

A customer’s inability to open a correctly supplied file because their device does not support a clearly disclosed standard format is not automatically a product fault. We will nevertheless provide reasonable support to confirm whether the supplied file itself is functioning correctly.

5. Physical products

For a physical product that is faulty, damaged, materially misdescribed, incorrect or not delivered as required, we may reasonably request information necessary to assess the issue, such as:

• order number;
• photographs of damage;
• delivery or tracking information; or
• return of the item where reasonably necessary.

Any return requirement will be proportionate and consistent with applicable consumer law.

Where the customer is entitled to recover reasonable return or shipping costs under applicable law, those costs will be handled accordingly.

6. Change of mind

Unless a product-specific offer states otherwise, RePass Cloud does not promise a universal voluntary change-of-mind refund for one-off digital or physical purchases.

This does not affect any refund, replacement, repair, cancellation or other remedy required by law.

We may offer an additional voluntary change-of-mind arrangement for a particular product or promotion. If we do, the offer will state its timeframe, condition requirements, exclusions, return method, shipping responsibility and refund timing.

7. Subscription and recurring-Service refunds

Some RePass Cloud subscription Services may offer cancellation or refund rights that are more generous than statutory requirements.

Unless a product-specific agreement states otherwise:

• a customer may request a prorated refund of the unused portion of a prepaid billing period;
• any minimum term clearly disclosed in an order form or plan continues to apply;
• usage-based charges already incurred are not part of the unused prepaid period;
• setup, onboarding or professional-service charges already delivered are not automatically refundable merely because a subscription is cancelled; and
• a request made within 2 days after the start of a new renewal period may be considered for a full refund of that renewed period where there has been no material use during that period.

A product-specific agreement may provide different cancellation, proration or renewal rules.

None of these voluntary rules reduce a statutory right or remedy.

8. Credits, licences and usage-based purchases

For prepaid credits, one-off software licences or usage-based Services:

• amounts for Services already consumed or validly used are not automatically refundable because the customer changes their mind;
• an unused entitlement may be refundable where a product-specific term says so;
• a faulty or misdescribed product remains subject to applicable consumer guarantees; and
• if RePass Cloud cancels an order before the purchased entitlement is supplied, the amount paid for the cancelled item will be refunded.

9. Orders we cancel

After payment, we may cancel an order only for a genuine and reasonably justified reason such as:

• suspected fraud or unauthorised payment;
• an obvious and material pricing or technical error;
• legal inability to supply the product to the destination;
• genuine product unavailability before fulfilment;
• duplicate or abusive ordering; or
• another circumstance that makes fulfilment unlawful or genuinely impossible.

If we cancel an accepted paid order before supply, we will refund the amount paid for the cancelled item and any directly associated charge that should also be refunded.

This is not an unrestricted right to cancel completed transactions for convenience.

10. Coupons and promotions

Refunds for discounted purchases are based on the amount actually paid, subject to applicable law.

A coupon or promotional benefit does not automatically become reusable after cancellation or refund unless the promotion states otherwise.

We may correct the use of a promotion where there is a genuine technical or pricing error, unauthorised publication of a restricted code, manipulation, duplicate abuse, fraud or use outside the published conditions.

If a paid order is cancelled because we cannot lawfully or reasonably honour a genuine erroneous promotion, the amount paid for the cancelled order will be refunded.

11. Third-party retailers and marketplaces

If you buy through Amazon, Apple, an app store, marketplace, distributor or another retailer, that provider generally operates the checkout and handles payment, delivery, return and refund processing under its terms.

RePass Cloud can still assist with matters such as:

• publisher or product information;
• confirmed defects in source files;
• licence or rights questions;
• corrections;
• accessibility enquiries; and
• identifying the appropriate retailer support route.

Where a legal obligation remains with RePass Cloud, this policy does not attempt to remove it.

12. How to request a remedy or refund

Contact:

• hello@repasscloud.com; or
• https://repasscloud.com/contact/

Please provide only information reasonably necessary to identify and assess the issue, such as:

• your name and email;
• organisation name where relevant;
• order, account or transaction reference;
• the product or Service;
• a description of the problem;
• relevant screenshots or photographs; and
• the outcome you are seeking.

Do not send full payment-card details.

For organisation accounts, we may require the request to come from an authorised account or billing contact.

13. Timing and payment method

We aim to:

• acknowledge a refund or remedy request within 5 business days;
• provide an outcome or meaningful progress update within 10 business days where reasonably practicable; and
• submit an approved refund promptly, normally within 5 business days after approval.

Refunds are normally sent to the original payment method.

The payment provider or financial institution may take additional time to make the funds visible after the refund has been submitted.

14. Chargebacks and disputes

A chargeback or payment dispute may be reviewed using relevant order, delivery, download, communication, fraud and payment records.

We may contact the customer to resolve a genuine issue.

Fraud, abusive conduct or manipulation of a payment process may affect voluntary refund eligibility, but does not remove a statutory consumer right.

15. Changes to this policy

We may update this policy for future transactions.

A later version does not retrospectively remove or rewrite a refund or remedy right that formed part of a completed transaction.

16. Contact

RePass Cloud Pty Ltd
ABN 74642243801
ACN 642243801
Findon, SA 5023
Australia

Email: hello@repasscloud.com
Contact: https://repasscloud.com/contact/