Refund and cancellation policy

Effective Date: 20 July 2026

This Refund & Cancellation Policy explains what happens when you cancel a Consuite subscription, when we will refund you, and what happens to your data. It forms part of our Subscription Service Agreement and should be read alongside our Terms of Service and Privacy Policy.

Your rights under the Australian Consumer Law come first. Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Where those rights apply, they prevail over anything in this policy.

1. Cancelling your subscription

You can cancel at any time, yourself, from your billing settings — there is no notice period, no cancellation fee, and no need to call or email us to do it. Cancelling is available right up to your renewal date.

When you cancel, your subscription stays active and fully functional until the end of the period you have already paid for. It then does not renew. We do not cut your access off early.

2. Your 90-day window after cancelling

We do not offer a paused or suspended subscription. You either have an active subscription or you have cancelled.

What we do give you is time to change your mind. After your paid period ends, your workspace stays available in read-only mode for 90 days. During that time you can still sign in, read your projects, and export anything you need — you just can't make changes.

If you resubscribe within that 90-day window, your workspace is reactivated exactly as you left it. If you don't, it is permanently deleted at the end of the window. If you need to keep a workspace beyond 90 days without an active subscription, a paid data vault is available — contact us before the window closes.

3. 30-day money-back guarantee

If Consuite isn't right for you, tell us within 30 days of your first paid invoice and we will refund you on a pro-rata basis for the unused part of that period. It applies whether you are on a monthly or an annual plan, and you don't have to give a reason.

Because this guarantee exists to take the risk out of trying Consuite, it applies to your organisation's first paid invoice only. It does not apply to:

• renewals of an existing subscription
• added licences, upgrades or plan changes made after your first invoice
• one-time setup and implementation fees, which cover onboarding work already performed

To claim it, cancel from your billing settings and email support@consuite.app within the 30 days.

4. After the first 30 days

Outside the money-back guarantee, fees already paid for the current period are not refunded. You keep full access for the rest of the period you have paid for, followed by the 90-day read-only window described above.

If you need to exit an annual plan early because of genuine hardship — your business is closing, being sold, or entering administration — get in touch. We consider these case by case and may refund the unused whole months, less the annual discount already applied to your subscription and a reasonable administrative amount. This is discretionary rather than an entitlement, but we would rather talk to you than have you write the year off.

5. Refunds we always give

Some refunds are not really refunds — they are money we should never have taken. We correct these in full, with no time limit and no argument:

• Duplicate or incorrect charges: if you were charged twice, charged after cancelling, or charged the wrong amount, we refund the difference in full.
• Charges caused by our error: including a failure of our billing system or a plan change we applied incorrectly.
• If we materially fail to deliver: if Consuite is substantially unavailable or unfit for the purpose we told you it would serve, and we cannot put it right in a reasonable time, you may cancel and receive a pro-rata refund of the unused portion of your fees.
• If we end your subscription for our own convenience: we refund the unused portion of anything you have prepaid. (This does not apply where we end your subscription because of a breach of our Terms of Service.)

6. Changing your plan

Upgrading — adding licences or moving to a higher plan — takes effect immediately and is charged pro-rata on your next invoice, so you only pay for the part of the period you actually use it.

Downgrading — removing licences or moving to a lower plan — takes effect at your next renewal. You keep everything you have already paid for until the end of the current period, and the new, lower rate applies from the next period onwards. For example, if you are three months into an annual plan and downgrade, you keep your current plan for the remaining nine months and your next annual invoice is charged at the downgraded rate.

Downgrades do not generate a refund or an account credit for the unused part of the current period. Nothing in this clause limits a refund you are entitled to under the Australian Consumer Law.

7. How refunds are paid

Approved refunds go back to the original payment method through Stripe, our payment processor. They are usually initiated within 5 business days of approval and appear on your statement within 5–10 business days after that, depending on your bank or card issuer.

We cannot refund to a different card or account. If the original payment method has closed, contact us and we will arrange an alternative.

8. What happens to your data

Your data follows the same lifecycle whenever a subscription ends, regardless of the reason it ended and regardless of whether a refund was involved:

• Your workspace becomes read-only for 90 days, during which you can sign in and export everything.
• If you have not resubscribed or taken up a data vault by the end of that window, the workspace is scheduled for permanent deletion.
• Deleted data may persist in encrypted backups for up to a further 35 days before those backups are cycled out. It is not restorable to your account during that time.
• We retain billing and tax records — invoices, payments and refunds, not your project content — for 7 years, as required by Australian tax law.

Where a refund ends your subscription, the subscription is over, so the workspace enters this same 90-day read-only period and is deleted at the end of it. Deletion follows from the subscription ending; it is not a condition of getting your money back, and we will not ask you to give up your data to receive a refund you are owed. A partial refund that leaves your subscription running does not affect your data at all.

If you would prefer your workspace to be deleted immediately rather than waiting out the 90 days, email us and we will action it.

9. Automatic renewal and reminders

Subscriptions renew automatically so your team doesn't lose access mid-project. So that a renewal is never a surprise, we will email the billing contact:

• 7 days before a free trial converts to a paid subscription
• 7 days before a monthly subscription renews
• 30 days before an annual subscription renews
• 30 days before any price change affecting you takes effect

You can cancel at any point up to the renewal date, including after a reminder. If you don't accept a price change, you can cancel before it takes effect and will not be charged the new price.

10. Asking for a refund

Email support@consuite.app from the account's billing contact, telling us the organisation name and what went wrong. We aim to respond within 2 business days and to resolve refund requests within 10 business days.

If you are not happy with our decision, say so and we will review it. You can also raise the matter with the Australian Competition and Consumer Commission or your state or territory consumer protection agency — using this policy does not affect that right.

11. Contact Us

If you have any questions about this policy, please contact us at:

Consuite Pty Ltd
Email: support@consuite.app