This Refund Policy applies to all Conexet-branded software products and services (each, a "Product") supplied by Conexet Pty Ltd. It forms part of, and is governed by, the Conexet Master Terms of Service and End User Licence Agreement (the "Master Terms"). Capitalised terms used but not defined here have the meaning given in the Master Terms.
1. Important Notice - Your Rights Under Australian Consumer Law
Nothing in this Refund Policy excludes, restricts, or modifies any right or remedy that you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be lawfully excluded, restricted, or modified. This Refund Policy sets out Conexet's refund position in addition to (and not in substitution for) those statutory rights.
2. General Position
Conexet's Products are supplied as subscriptions that provide immediate access to licensed functionality, automated cloud services, and software updates. For that reason, and subject to clause 1 and the rest of this Policy, subscription Fees are generally non-refundable once a subscription has been activated.
3. Use the Free Trial Before You Buy
Conexet offers a free Trial of most Products for eligible organisations (typically fourteen (14) days, as set out in the applicable Product Schedule or Subscription Terms). Customers are strongly encouraged to use the Trial before purchasing a subscription. The Trial is intended to allow the Customer to:
• evaluate compatibility with the Customer's infrastructure, systems, and workflows;
• test the Product's functionality;
• verify the Product's outputs; and
• assess operational suitability for the Customer's intended use.
If the Customer activates a paid subscription after the Trial period (or without using the Trial), the Customer acknowledges that it has had the opportunity to evaluate the Product and that it considers the Product suitable for its operational requirements.
4. Where Refunds Are Available
Conexet will provide a refund in the following circumstances:
4.1 Duplicate payment or billing error
Where the Customer has been charged more than once for the same subscription, or has been charged in error (including incorrect amount, incorrect plan, or invoicing to the wrong entity), Conexet will refund the duplicate or erroneous amount on request, subject to verification.
4.2 Subscription Conexet cannot deliver
Where Conexet is unable to provide the subscription for which the Customer has paid (for example, where activation cannot be completed, or where Conexet declines to onboard the Customer after payment), Conexet will refund the the Fees.
4.3 Conexet termination for convenience
Where Conexet terminates the Customer's subscription for convenience (and not for breach by the Customer) in accordance with the Master Terms, Conexet will refund the unused portion of the Fees paid in advance for the then-current Subscription Period, calculated on a pro-rata basis from the date of termination.
4.4 Statutory remedies
Where the Customer is entitled to a refund or other remedy under the Australian Consumer Law or other applicable law, that refund or remedy will be provided in accordance with the law, regardless of anything else in this Policy.
5. Circumstances Where Refunds Are Not Generally Provided
Subject to clause 1, Conexet does not generally provide refunds in the following circumstances:
• change of mind, change of strategy, or change of personnel within the Customer's organisation;
• failure to use, or under-utilisation of, a Product during the Subscription Period;
• incompatibility with operating systems, hardware, networks, or third-party software that are not within Conexet's published supported configurations;
• misconfiguration, misuse, or unauthorised modification of a Product by the Customer or an Authorised User;
• errors, outages, or behaviour changes in Third-Party Services that affect the Product's operation;
• loss of access caused by the Customer's loss of credentials, decommissioning of devices, or organisational changes;
• renewal invoices that have been issued and paid, where the Customer did not give the required notice of non-renewal in accordance with the Subscription Terms; or
• a Customer's failure to cancel before the automatic renewal date, except as set out in clause 6.
6. Automatic Renewal - Refund Position
The Customer is responsible for giving notice of non-renewal at least thirty (30) days before the end of the then-current Subscription Period, in accordance with the Subscription Terms. Where a renewal has been processed and the Customer wishes to cancel, the following position applies:
• Within fourteen (14) days of the renewal charge: Conexet will, on written request, refund the renewal Fee in full, provided the Customer has not made material use of the Product during the new Subscription Period and confirms that it has ceased using the Product.
• After fourteen (14) days from the renewal charge: renewal Fees are non-refundable, except as provided in this Policy, or as required by law.
7. Trial Expiry and Acceptance
Activation of a paid subscription following a Trial (or without using a Trial) constitutes acceptance by the Customer that the Product meets the Customer's operational requirements at the time of activation.
8. Cancellation Is Not Refund
Cancelling a subscription, or electing not to renew, takes effect at the end of the then-current Subscription Period (unless the parties agree otherwise in writing). Cancellation does not, of itself, entitle the Customer to a refund of Fees already paid for the then-current Subscription Period, except as set out in clauses 4 or 6, or as required by law.
9. Chargebacks
The Customer must contact Conexet to attempt to resolve any billing dispute in good faith before initiating a chargeback with its card issuer or bank. Chargebacks initiated without prior contact may be contested by Conexet with the relevant payment provider. Where a chargeback is determined to be invalid, Conexet may suspend or terminate the subscription, recover any associated chargeback fees, and pursue any other remedies available to it.
10. How to Request a Refund
Refund requests must be submitted in writing to admin@conexet.com.au and should include:
• the name of the licensed school, organisation, or entity;
• the Product to which the request relates;
• the Licence Key or subscription identifier (if known);
• the date and amount of the relevant payment, and a copy of the invoice or receipt if available;
• the contact details of the person authorised to receive correspondence on behalf of the Customer; and
• a clear description of the reason for the refund request.
Conexet will acknowledge receipt of refund requests within five (5) business days and will aim to provide a substantive response within twenty (20) business days of receiving all information reasonably needed to assess the request. Approved refunds will be processed to the original payment method (or, where this is not possible, by another reasonable means) within ten (10) business days of approval. Bank or card-scheme processing times may add to the period before the refund appears in the Customer's account.
11. Verification and Authority
Conexet may require verification of identity and authority to act on behalf of the Customer before processing a refund. Conexet may decline a refund request where it cannot reasonably verify that the requester is authorised to make the request on the Customer's behalf.
12. Changes to this Refund Policy
Conexet may amend this Refund Policy from time to time. The version applicable to a particular subscription will be the version in force at the date the relevant Fees were paid. The current version will always be available on Conexet's website.
Conexet Pty Ltd
ACN: 697 521 912 | ABN: 73 697 521 912
Contact: admin@conexet.com.au
Page updated 01/06/2026