Refund & Cancellation Policy - AusCareGuide

Subscription plans

AusCareGuide offers the following optional paid subscription plans for providers:

Enhanced: $49/month (GST inclusive)
Premium: $149/month (GST inclusive)

Claiming a listing and managing a basic profile is free and does not require a subscription.

Auto-renewal

All subscriptions automatically renew at the end of each monthly billing period at the then-current subscription rate. By subscribing, you authorise AusCareGuide to charge your payment method on a recurring monthly basis until you cancel.

We will notify you of any price changes at least 14 days before your next renewal date.

How to cancel

You may cancel your subscription at any time using either method:

Through your provider dashboard
By emailing [email protected]

Cancellation takes effect at the end of your current billing period. You will retain access to paid features until that date. Your listing will revert to the free tier after your subscription ends.

We are committed to making cancellation as simple as signing up. There are no cancellation fees, lock-in contracts, or minimum terms.

Refunds

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies your consumer guarantee rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If our service has a major failure, you are entitled to a refund. If it has a minor failure that can be fixed, we will fix it within a reasonable time.

When we will provide a refund

You are entitled to a refund if:

The service has a major failure as defined under the Australian Consumer Law (the service is substantially unfit for purpose, or is significantly different from what was described)
We are unable to deliver the paid features of your subscription for a sustained period due to a fault on our side
You were charged in error (e.g., double billing)

When we will not provide a refund

Change of mind: we do not offer refunds if you simply decide you no longer want the subscription
Unused time: if you cancel partway through a billing period, you retain access until the end of that period but are not entitled to a pro-rata refund for the remaining days
External factors: we are not responsible for outcomes beyond our control, such as the volume of enquiries your listing receives

How to request a refund

To request a refund, email [email protected] with your account email and the reason for your request. We will respond within 5 business days. Approved refunds will be processed to your original payment method via Stripe.

Free tier

The free tier (claiming and managing a basic listing) has no cost and therefore no refund applies. You can remove your claimed listing at any time by contacting support.

Disputes

If you are not satisfied with our response to a refund request, you may lodge a complaint with the Australian Competition and Consumer Commission (ACCC) or your state or territory fair trading body.

Contact

For questions about this policy, contact us at:
Email: [email protected]