Refund and Cancellation Policy

Nothing in this policy limits, excludes or modifies any right or remedy you have under the Australian Consumer Law (ACL) that cannot lawfully be excluded.

Our services come with consumer guarantees. If a service has a major failure, you may choose between a refund and a re-supply, and you may seek compensation for any other reasonably foreseeable loss. If the failure is not major, we will remedy it within a reasonable time; if we do not, you may cancel and receive a refund for the unused portion.

Everything below applies in addition to those rights, not instead of them.

"Service" means access to the VendoAU platform and the features included in your plan for a billing period.

"Delivered" — a subscription is delivered when your account is upgraded and the plan's features become available to you. A one-off purchase is delivered when the purchased effect is applied to your listing (for example, when a bump moves your listing to the top of search, or featured placement begins).

Access, not outcomes. Your payment buys access to features and exposure. It does not buy a sale, an enquiry, a hire, a specific number of views, a ranking position, or any other commercial result. We make no representation that any listing will sell, receive contact, or achieve any particular level of performance. A result you hoped for and did not get is not a service failure.

3.1 Cancelling

To cancel, email support@vendoau.com.au from the address on your account, or use the cancellation option in your account settings where available. We will action your cancellation within 2 business days of receiving it.

Cancellation takes effect at the end of your current billing period. You retain full access until then. There is no cancellation fee.

3.2 No pro-rata refunds

We do not refund the unused remainder of a billing period you have already paid for. You have received the access you purchased for that period.

3.3 Change of mind

Australian law does not require a cooling-off period for services purchased online. We do not refund because you changed your mind, no longer need the service, did not use the service, forgot to cancel before renewal, or found the service elsewhere.

Non-use is not a failure. If the Service was available to you and you chose not to use it, no refund is payable.

3.4 Failure to cancel before renewal

Renewal dates are shown in your account and disclosed before purchase. We send a receipt for every charge. A renewal you did not intend, but which was correctly disclosed and correctly charged, is not refundable — though we may consider a goodwill refund under clause 6.

3.5 Where we do refund

We will refund in full, with no deduction of any kind, where:

• the Service was not delivered;
• the Service did not substantially perform as described;
• you were charged after validly cancelling; or
• you were charged an incorrect amount.

Boosts, featured placement, listing upgrades, verification videos, contact reveals and similar purchases are delivered immediately or shortly after payment.

• Once delivered, they are not refundable on change of mind. The exposure has been supplied and cannot be returned.
• If the purchased effect did not apply, we will refund it in full or re-supply it, at your election.
• Partial delivery — for example, a 30-day feature that ran for 20 days before an outage — is remedied proportionally.

For clarity, and without limiting your rights under clause 1, a refund is not payable where:

• your account or listing is suspended, restricted or removed for breach of our Terms of Use, Community Guidelines or Prohibited Items policy;
• you provided false, misleading or incomplete information, including in identity or business verification;
• you attempt to transfer, resell or share a subscription, seat or entitlement;
• the purchase was made by someone using your account, whether or not you authorised it — you are responsible for keeping your credentials secure;
• you request a refund after repeatedly making and reversing purchases in a pattern we reasonably consider abusive;
• the loss you claim arises from another user, not from us (see clause 8); or
• the outcome you wanted did not occur, as described in clause 2.

Separately from your legal rights, and entirely at our discretion, we may refund a payment that appears to be a genuine error — a duplicate charge, or an accidental purchase reported to us promptly.

This is offered as goodwill. It is not a right, it does not create a precedent, and declining it is not a breach of this policy or of the ACL.

Where an introductory or launch price applies:

• it applies for the stated number of billing periods only;
• your subscription then continues automatically at the standard price;
• the introductory price, the standard price, the changeover date, and the automatic renewal are all disclosed to you before you complete the purchase, and you must positively acknowledge them; and
• you may cancel at any time before the changeover, retaining access to the end of the period you have paid for.

We will not increase the price of an existing subscription without advance notice and an opportunity to cancel.

VendoAU is a marketplace. Where you buy from or sell to another user, that contract is between you and that user. VendoAU is not the seller, not the buyer, and not a party to it.

Fees you pay to VendoAU for platform access are covered by this policy. Money you pay directly to another user is not, and we cannot refund it.

This does not leave you without recourse. A user selling in trade or commerce owes you their own obligations under the Australian Consumer Law. Contact them first; contact us if you need help resolving the matter or wish to report a listing.

We keep records of account activity, including login times, features used, listings published, and purchases made. Where a refund or payment dispute arises, we may rely on these records to establish what was delivered and used. You may request a copy of records relating to your own account.

Email support@vendoau.com.au with:

1. the email address on your VendoAU account;
2. the date and amount of the payment; and
3. a description of the problem, including any error messages.

We will acknowledge within 2 business days and aim to resolve within 10 business days. Approved refunds go to the original payment method; your bank may take a further 5–10 business days to display them.

To help us resolve matters quickly, please contact us before raising a dispute with your bank or card issuer. Doing so does not affect any right you have, but it is almost always faster for both of us.

If we cannot resolve your complaint, you may contact:

• the Australian Competition and Consumer Commission — accc.gov.au
• your state or territory consumer agency (in Victoria, Consumer Affairs Victoria — consumer.vic.gov.au)

We may update this policy. The version applying to any purchase is the version published at the time that purchase was made, and each version is retained and dated. Material changes are notified to active subscribers in advance.