Refund policy

Automatic refunds

A document fails if, after you pay:

• we cannot finish processing it before it is deleted
• the redacted file fails our final check, so we do not release it.

When a document fails, its pages go back to your page balance. This is the same whether you paid by card or with pack pages. The rest of the order is not affected.

If every document in a card payment fails, we refund the whole card payment automatically. We also remove any leftover pages from that payment that you have not used. Leftover pages are the unused pages added to your balance when a card order is under 10 pages.

You can instead email us to ask for a card refund for a failed document. See Asking for a refund below.

You also get a full refund automatically if:

• your payment reaches us after your document has been deleted, or when it can no longer be paid for. If this happens to an order, we refund the whole order.
• you are charged twice for the same document.

If you paid by card, Apple Pay or Google Pay, the money goes back to the same card or account through Stripe, and we email you once the refund is made. It usually reaches you within 5 to 10 business days, depending on your bank. If Stripe cannot make the refund, you will not get a refund email. We are alerted when a refund fails. If you have not had one within 2 business days of a failed job, email us and we will arrange the refund another way.

Pages that go back to your page balance are there straight away. If they came from a pack that has already expired, you have 30 days to use them.

This automatic refund is our promise to you. It is given by Touring Golf Pty Ltd, trading as Bloody Good Software (ABN 79 695 344 211), of 36-50 Taylor St, Annandale NSW 2038, and you can reach us at support@ausredact.com.au or on 0405 788 848. It covers every paid job, for any failure that happens before your document is deleted, which is at most 24 hours after you upload it. You do not need to make a claim, and it costs you nothing. If you think a refund should have been made and was not, email us and tell us the date you paid and the email address you used. The benefits of this promise are in addition to your other rights and remedies under the law in relation to the service, including the Australian Consumer Law.

Asking for a refund

If something else went wrong, email support@ausredact.com.au with "Refund" in the subject. Tell us:

• the date you paid
• the email address you paid with
• what went wrong

Do not attach your document. We can look into it without one.

We reply within 2 business days. If we agree a refund is due, we refund to your original payment method or return pages to your page balance.

When we do not refund

Unless the Australian Consumer Law gives you a right to one, we do not refund:

• a document you have downloaded, because you changed your mind
• a document you paid for but did not download before it was deleted 24 hours after upload, unless a problem on our side stopped you
• pack pages that have expired. Pack pages last 12 months from the day you buy them.

Pages left over from a small card order expire 12 months after you pay, in the same way as pack pages.

We do refund unexpired unused pack pages, pro rata to what you paid, if your account is closed for any reason or if we stop offering AusRedact. If you close your account yourself, we refund once any document you have open has finished. If we stop a job you have paid for, for example under our Acceptable use policy, we refund it. The only exception is where the law stops us from making the refund.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. The law says:

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Checking a charge

On your card statement, AusRedact shows as BGSOFTWARE* AUSREDACT. If you do not recognise a charge, or think you were charged twice, email us before you contact your bank. We reply within 2 business days.

If you are still not happy

Email us first, so we have a chance to put it right. If we cannot agree, you can contact NSW Fair Trading or the consumer protection agency in your state or territory.