Refund Policy

1. Our Commitment

Registrum is committed to complying with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). Nothing in this policy limits or excludes any right you have under the ACL that cannot be limited or excluded.

2. Your ACL Rights

Under the ACL, you are entitled to a remedy if a service:

• Is not provided with due care and skill
• Is not fit for a purpose we expressly agreed to
• Is not delivered within a reasonable time

Where there is a major failure (the service is substantially unfit for its normal purpose and cannot be easily remedied within a reasonable time) you may choose between a refund or having the service supplied again. For a minor failure, we may choose to repair, re-supply or refund — this is our right under ACL s267.

3. When We Will Refund You

We will provide a refund only in the following circumstances:

• Major failure of a core feature that we cannot resolve within 14 business days of you reporting it in writing
• Duplicate or incorrect billing caused by us or our payment processor
• Charges after cancellation where you cancelled before the renewal date and we still processed payment

To request a refund, email support@registrum.com.au with your account email, the issue, and screenshots or steps to reproduce. We respond within 2 business days.

4. Try Before You Buy

Every account receives a free trial with no credit card required. The trial is your evaluation window — please use it to confirm Registrum suits your business before entering payment details. By selecting a paid plan and entering payment details you confirm you have evaluated the platform and are satisfied it meets your needs.

5. What Is Not Refundable

The following are not eligible for a refund:

• Change of mind after a paid billing period has commenced — including "I didn't use it enough", "I forgot to cancel", "I prefer another app", or "my business situation changed"
• Unused portion of a paid month or year after cancellation (your subscription remains active until the end of the paid period — see §6)
• Pre-disclosed features or plan limits — features that are clearly described on our pricing page, plan-comparison page, or inside the product before purchase
• Third-party interruptions outside our reasonable control — including CDR/bank-feed consent expiry (see §7), ATO portal outages, internet outages, email-provider deliverability, or your own device issues
• Failure to cancel before an automatic renewal where renewal reminders were sent to the email address on file
• Add-ons that have been consumed or used — for example AI credits, OCR scans, document inbox quota, or platform-fee transactions already processed
• Annual plans beyond the first 7 days after initial purchase, except in the case of a major failure under §3
• Lifetime / founding-member plans after 14 days from initial purchase, except in the case of a major failure under §3

This list is consistent with ACCC subscription guidance and the Treasury's consumer guarantees framework. It does not override your rights under §2.

6. Subscription Cancellation

You can cancel at any time from Settings → Subscription. No phone call, no email, no hoops.

When you cancel:

• Your subscription remains active until the end of the current billing period
• You will not be charged again after that date
• The unused portion of the current period is not refunded — this is consistent with industry standard SaaS practice (Xero, MYOB, QuickBooks AU)
• Your data is retained in line with our Privacy Policy and ATO record-keeping obligations; you can export it at any time from Settings

7. Bank Feed Interruptions

Bank feeds are powered by Basiq under Australia's Consumer Data Right (CDR) framework. CDR consent expires every 12 months by law — this is a government-mandated requirement, not a Registrum limitation. Temporary interruption to bank feed imports caused by CDR consent expiry, bank-side outages, or third-party connector issues does not constitute a failure of the Registrum service and does not entitle you to a refund, provided Registrum has sent you a timely renewal reminder.

8. Goodwill Credits (Discretionary)

Where a request falls outside §3 but we accept that your experience was below expectations, we may at our sole discretion offer a goodwill service credit applied to your next invoice. Goodwill credits:

• Are not cash refunds and cannot be redeemed for cash
• Are non-transferable and expire 12 months from issue
• Do not create a precedent or entitle you to further credits
• Are offered case-by-case and may be declined

9. Dispute Process

Before escalating, please give us a reasonable opportunity to repair or re-supply — this is your obligation under ACL s259(2). Our process:

1. Email support@registrum.com.au describing the issue
2. We acknowledge within 2 business days
3. We have up to 14 business days to repair, re-supply, or confirm a refund
4. If unresolved, you may escalate to the ACCC or your state consumer affairs body (see §11)

10. How Approved Refunds Are Processed

Approved refunds are processed via Stripe back to the original payment method. Depending on your bank, refunds may take 5–10 business days to appear on your statement. You will receive a Stripe confirmation by email.

11. Contact & Escalation

Registrum Pty Ltd
ABN: 29 372 825 751
Email: support@registrum.com.au
Website: registrum.com.au

For unresolved disputes, you may contact the ACCC at accc.gov.au or your state consumer protection agency. In Victoria, this is Consumer Affairs Victoria.