Refund and Cancellation Policy

Last updated 1 November 2026

Draft pending legal review. This describes how refunds and cancellation work today. It has not yet been reviewed by a lawyer and will be replaced by a reviewed version before general release. Questions in the meantime: hello@velobiz.com.au.

This policy is part of our Terms of Service. It tells you what you get back when you cancel or when something goes wrong. You can cancel at any time.

1. Your rights under the Australian Consumer Law

Our services come with guarantees under the Australian Consumer Law that cannot be excluded. We guarantee that services are provided with due care and skill, are fit for the purpose you've told us about, and are delivered within a reasonable time. These guarantees apply where the law treats you as a consumer. That includes a business buying services up to the consumer-guarantee threshold under the Australian Consumer Law, and services of a kind ordinarily acquired for personal, domestic or household use.

• Major failure. If the service has a major failure you can cancel and get a refund for the unused portion, or keep the service and be compensated for the drop in its value. You can also be compensated for any other reasonably foreseeable loss or damage.
• Minor failure. If the failure is minor we'll fix it within a reasonable time. If we don't, you can cancel and get a refund for the unused portion.

2. If you change your mind

• Free trial. The 7-day trial needs no payment card and nothing is charged during it, so there is nothing to refund.
• Monthly plans. Cancel at any time. Cancellation takes effect at the end of your current billing period and the plan doesn't renew. You keep full access until then, so we don't refund part of a monthly period you've already started, unless section 1 applies.
• Annual plans. If you cancel part-way through the year, ask us and we'll refund a pro-rata amount for the whole months you haven't used. Your plan then ends at the end of the last month you've used. If you'd rather keep using it, cancel and it simply won't renew. We'll remind you before an annual plan renews.
• Care plan. Cancel at any time. It ends at the end of your current billing period.

3. Billing errors and usage charges

• Duplicate or incorrect charges. If we charge you twice, or charge the wrong amount, we refund the difference in full.
• Usage charges. Calls, texts, emails and AI Actions are billed after you use them. If a usage charge was billed in error, we refund it.

4. Website Builder

• Deposit. You pay a 30% deposit to start the build. If we can't deliver your website, or we cancel the project, before we've delivered it for your review, we refund the deposit in full.
• If you cancel after the build has started. We refund the deposit less the reasonable value of the work already done.
• Balance. The 70% balance is only due once you've approved the preview.
• If we fail to deliver what we agreed, section 1 applies as well.

5. How to ask for a refund

Email hello@velobiz.com.au from your account email address and include the date of the charge and what it was for. We reply within 10 business days. Approved refunds go back to the original payment method.

6. Your legal rights

Nothing in this policy limits your rights under the Australian Consumer Law or any other law that cannot be excluded.