Refund Policy

At Ledger Loom, we believe in fair and transparent billing. This Refund Policy explains how refunds are calculated and processed when you cancel your subscription.

1. Cancellation and Refund Overview

When you cancel your Ledger Loom subscription, you are entitled to a pro-rata refund for the unused portion of your current billing period, provided you give us at least 30 days' written notice.

2. 30-Day Notice Requirement

To cancel your subscription and receive a pro-rata refund, you must:

• Provide written cancellation notice to hello@ledgerloom.com.au.
• Allow a minimum of 30 days from the date of your written notice for the cancellation to take effect.
• Your subscription will remain active for the full 30-day notice period, and you will continue to have access to all Platform features during this time.

Cancellation requests submitted less than 30 days before the next billing date will take effect 30 days from the date of the request, which may extend into the next billing cycle.

3. How Your Refund Is Calculated

Your pro-rata refund is calculated as follows:

Example

4. Free Trial Period

Ledger Loom offers a 30-day free trial for all new accounts. During the trial period:

• No payment is required and no charges will be made.
• You may cancel at any time during the trial with no financial obligation.
• If you do not subscribe to a paid plan before the trial ends, your account will be suspended. Your data will be retained for 90 days before deletion.
• No refund is applicable for the free trial period as no payment is collected.

5. Consumption Packs and Overage Charges

• Consumption Packs: purchases of additional resource packs (e.g., extra storage, users, or clients) are non-refundable once the resources have been provisioned, as they are consumed immediately.
• Overage charges: charges for usage exceeding your plan limits and purchased packs are billed at the end of each billing cycle and are non-refundable, as they reflect actual resource consumption.

6. Exceptions and Special Circumstances

We may, at our sole discretion, offer refunds outside the standard policy in the following cases:

• Service outage: extended, unplanned downtime exceeding our 99.9% SLA commitment. Service credits are provided in accordance with our Terms of Service (Section 6.3).
• Billing errors: if you are charged incorrectly due to a system or billing error, we will issue a full refund of the overcharged amount.
• Duplicate payments: accidental duplicate payments will be refunded in full.
• Hardship: in exceptional circumstances, we may consider requests on a case-by-case basis. Please contact us to discuss.

7. How to Request a Refund

To request a cancellation and refund:

1. Send a written cancellation request to hello@ledgerloom.com.au from the email address associated with your Tenant account.
2. Include your business name, account email, and the reason for cancellation (optional but appreciated).
3. We will acknowledge your request within 2 business days.
4. Your 30-day notice period begins from the date we acknowledge your cancellation request.
5. We recommend exporting your data during the notice period. After account closure, your data will be retained for 90 days before permanent deletion.

8. Refund Processing

• Refunds are processed to the original payment method used for the subscription.
• Refunds will be processed within 10 business days of the cancellation effective date.
• Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.
• All refunds are issued in Australian Dollars (AUD).

9. When Refunds Do Not Apply

Refunds are not available in the following situations:

• Termination for breach: if your account is terminated due to a violation of our Terms of Service, no refund will be issued.
• Failure to provide notice: if you stop using the Platform without providing the required 30-day written notice, no refund will be issued for the remaining period.
• Consumed resources: Consumption Packs and overage charges for resources already consumed are non-refundable.

10. Your Rights Under Australian Consumer Law

Nothing in this Refund Policy limits or excludes any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). If the Platform has a major failure, you are entitled to:

• Cancel your subscription and obtain a refund for any unused portion.
• Seek compensation for any foreseeable loss or damage.

If the failure is minor, we will remedy the issue within a reasonable time. If we fail to do so, you are entitled to cancel and obtain a refund.

11. Contact Us

For questions about this Refund Policy or to request a refund: