This Refund Policy explains how AskOllo handles cancellations, billing corrections and refund requests for paid plans and other paid AskOllo services. It does not exclude or reduce rights that cannot lawfully be excluded under the Australian Consumer Law.
Paid plans renew weekly until cancelled. A change of mind does not automatically create a refund entitlement, but statutory remedies remain available where a service fails to meet an applicable consumer guarantee.
Scope
This policy applies to payments made to 5FOLD LIMITED for AskOllo subscription plans, advertising or other paid platform services. Payments made directly to a listed business, employer, event organiser or other third party are governed by that third party’s terms and are not AskOllo payments.
Australian Consumer Law rights
Nothing in this policy excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded. Where the Australian Consumer Law applies, services may carry guarantees including that they are supplied with due care and skill, are fit for a disclosed purpose where the law requires, and are supplied within a reasonable time where no time is fixed.
If a service has a major failure, the law may allow the customer to cancel the affected service and obtain a refund for the unused portion or compensation for reduced value. For a minor failure, we are generally entitled to a reasonable opportunity to remedy the problem before cancellation remedies arise.
A statement such as “no refunds” cannot remove statutory consumer rights. This policy distinguishes those legal rights from any discretionary change-of-mind refund.
Weekly subscriptions and cancellation
AskOllo paid plans are billed weekly through Stripe until cancelled. Where cancellation is scheduled at the end of the current billing period, paid features ordinarily remain available until that period ends and no further recurring charge should be initiated after the cancellation takes effect.
Cancellation does not automatically refund a billing period that has already started and been supplied. Any statutory remedy, duplicate charge correction or agreed discretionary refund is assessed separately.
Change of mind and unused features
Unless required by law or expressly stated in a promotion or checkout offer, we do not ordinarily provide a refund merely because you changed your mind, did not use all available features, did not receive the level of enquiries or sales hoped for, or forgot to cancel before a scheduled renewal.
This does not affect a right to a remedy where the service itself failed to meet an applicable consumer guarantee or where a charge was incorrect or unauthorised.
Service failure, outage or material change
If AskOllo cannot provide a material part of a paid service, experiences a failure that engages a consumer guarantee, or materially changes an ongoing service in a way that creates a legal remedy, we will assess an appropriate fix, credit, cancellation or refund having regard to the service already supplied and applicable law.
Short maintenance windows, third-party outages or minor defects do not automatically entitle a customer to a full refund, although we will consider the actual impact and our legal obligations.
Advertising and promotional services
Advertising eligibility does not guarantee a minimum number of views, clicks, leads, enquiries, sales or conversions unless a separate written agreement expressly states a guaranteed deliverable. A lack of commercial response, by itself, is not a service failure.
If we accept payment for a specific advertising service and are unable to supply a material agreed component, we will review the unused portion and any remedy required by law or the specific campaign agreement.
Duplicate, incorrect or unauthorised charges
If you believe you were charged twice, charged the wrong amount, charged after an effective cancellation, or did not authorise a transaction, contact us promptly with the account email and transaction reference. We will investigate against Stripe and AskOllo billing records.
For suspected card fraud, you should also contact your financial institution promptly. Reporting a transaction does not waive any rights you have through your bank, card scheme or applicable law.
Upgrades, downgrades and credits
The billing effect of a plan change is shown by Stripe checkout or the Customer Portal before it is confirmed. Where Stripe applies proration, credits or immediate charges, that billing treatment forms part of the change you authorise.
A downgrade can reduce future entitlements. It does not create a refund for features already available during a paid period unless required by law or expressly agreed.
How to request a refund or billing review
Use the Contact Us page and select the closest billing/support topic. Include the account email, business or organisation name, transaction or invoice reference, date/amount and a clear explanation of the issue.
We may request information reasonably necessary to verify the account and transaction. We will not require unnecessary sensitive information or full payment-card details.
Approved refunds and processing time
Approved refunds are normally returned to the original payment method unless another method is agreed or required. Once a refund is initiated, the time for funds to appear depends on Stripe, the card network and your financial institution and can take several business days.
Where only part of a service is affected, a lawful remedy may be a partial refund, credit, resupply or other appropriate remedy rather than a full refund.
Chargebacks and disputes
We encourage you to contact us first so we can investigate quickly. Nothing in this policy prevents you from using legitimate bank or card-scheme dispute rights or exercising statutory rights. Knowingly making a false chargeback claim may result in account restriction and recovery action where lawful.
Changes to this Refund Policy
We may update this policy for legal, payment-provider or service changes. An update does not retrospectively remove a refund or consumer right that had already accrued. The current effective date appears at the top of the policy.