Refund & Cancellation Policy
This policy explains how cancellations and refunds work for Get Pingy, provided by Get Pingy Pty Ltd. It sits alongside the Customer Service Agreement.
1. How to cancel
You can cancel your subscription at any time from your Account page or by emailing hello@getpingy.com.au from the address on your account.
2. When cancellation takes effect
Cancellation takes effect at the end of your then-current paid billing period. You retain access to the service until the end of that period; the subscription will not renew for the next month.
3. Free trial cancellation
If you cancel before the end of your 7-day free trial, you will not be charged the setup fee or subscription fee, and the automatic conversion to paid will not occur.
4. Unused included SMS allowance
Included SMS allowances are billing-period based. Unused messages do not roll over to the next billing period and are not refunded on cancellation.
5. Setup fee
The one-time setup fee covers onboarding and configuration work performed for your account. Once that configuration work has commenced, the setup fee is non-refundable, except where a refund is required by the Australian Consumer Law.
6. Excess usage charges
Excess usage charges accrued in a billing period are payable in full, including where the subscription is subsequently cancelled.
7. Change of mind
If you are not satisfied with the service, you may request a refund of your first paid subscription charge within 14 days of the charge. Approved refunds are processed within 5–10 business days to the original payment method. This 14-day change-of-mind refund does not apply to the setup fee (see above) or to excess usage charges.
8. Refunds required by law
Nothing in this policy limits your rights to a refund, replacement or repair under the Australian Consumer Law where a consumer guarantee has not been met. For a major failure of the service you may choose to cancel and claim compensation for any other reasonably foreseeable loss or damage.
9. Service failure complaints
If you believe the service has not met a consumer guarantee, email us with the details and we will respond within a reasonable time. See our Contact and Complaints Policy.
10. Billing disputes
Raise billing disputes within 60 days of the disputed charge. We will investigate promptly and correct any error, and issue a refund where appropriate.
11. Failed payments and suspension
If a scheduled payment fails, we may retry the charge, notify you, and temporarily suspend outbound sending until payment is completed. Access to your account data is preserved during suspension.