Refund and cancellation policy

Who processes your payment

Our order process is run by our online reseller Paddle.com, which is the merchant of record for all orders. Paddle charges your card, issues your receipts and processes any refund. You can contact us or Paddle about a payment. Either way, we’ll make sure it’s handled.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure with the service, you are entitled to cancel and receive a refund for the unused portion, or compensation for its reduced value. You are also entitled to compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits those rights.

Cancelling

• You can cancel a Pro or Premium plan at any time from Manage billing on your account page, or by emailing us.
• Cancelling stops future payments. You keep access until the end of the billing period you’ve already paid for, and then your account returns to the Free plan.
• Your account, progress and settings are kept unless you choose to delete your account.

Change of mind: 14 days on your first payment

If you subscribe to a paid plan for the first time and decide it isn’t for you, ask for a refund within 14 days of that first payment and we’ll refund it in full. No reason needed. Your plan ends when the refund is processed.

This applies once per person, to the first payment of your first paid subscription.

Monthly renewals

Renewal payments aren’t refunded for change of mind, including for a partly used month. Cancel before your renewal date to avoid the next charge. We email a receipt each time you’re charged, so a renewal should never come as a surprise.

If you meant to cancel and were charged a renewal you haven’t used, contact us within 7 days of the charge and we’ll consider a refund case by case.

Switching between Pro and Premium

When you switch plans, the difference for the rest of your billing period is charged or credited to you straight away, calculated pro rata. Credits are applied to your next payments; they aren’t paid out as cash unless you cancel and the Australian Consumer Law requires it.

When we’ll always refund

• Billing errors: a duplicate charge, or a charge after you cancelled.
• Service failures: if a paid feature is unavailable for a substantial part of your billing period because of a problem on our side, we’ll refund or credit the affected period.
• Anything required under the Australian Consumer Law.

How to ask for a refund

1. Email contact@staycybersafe.online from the address you sign in with, or reply to your Paddle receipt.
2. Tell us the plan and the date of the charge. A receipt number helps, but isn’t required.
3. We’ll reply within 5 business days. Approved refunds go back to your original payment method through Paddle, and usually appear within 5 to 10 business days, depending on your bank.

Chargebacks

Please contact us before disputing a charge with your bank. Most problems are faster to fix directly, and a dispute can pause your account while it’s investigated.

Business plans

Business arrangements are covered by the agreement we make with your organisation.

Changes to this policy

If we change this policy, the version in force when you made a payment applies to that payment. We’ll give at least 30 days’ notice by email of any change that reduces your refund rights.

Last updated: [DATE]. Draft v0.1, pending review.