Legal

Refund Policy

Last updated: 24 October 2026 · Version 1.1

This policy applies to your use of Conexity services. We may update it from time to time; we will publish material changes on this page with at least 14 days notice before they take effect. Nothing in this policy limits any non-excludable rights you have under the Australian Consumer Law.

1. Scope

This Refund Policy applies to subscription fees, add-ons, and any one-off charges payable for the Conexity platform and related services. It should be read together with our Terms of Use.

2. Monthly subscriptions

• Monthly subscriptions can be cancelled at any time. Cancellation takes effect at the end of the current billing month — access continues until the end of the paid period.
• Conexity does not provide partial-month refunds for monthly subscriptions where service has been delivered.

3. Annual subscriptions

• Annual subscriptions are prepaid for the full 12-month term. There is no mid-period cancellation or refund — access remains active for the full prepaid term.
• At the end of the annual term you may choose to continue on monthly or annual terms.
• Any discount applied for upfront annual payment is conditional on completing the full term.

4. Add-ons and one-off setup fees

• Recurring add-ons follow the same billing cadence as the parent subscription (monthly or annual) and the same cancellation rules apply.
• One-off setup fees, onboarding fees, or build-out fees are non-refundable once work has commenced.

5. What this means for each service

The rules below apply to every service we sell. Where a service is billed monthly, it is billed in advance, you can cancel at any time, and it ends at the close of the month you have already paid for. We do not refund part of a month. Your rights under the Australian Consumer Law are not affected (see section 9).

• Website plans (Standard and Growth). The go-live price covers designing, building and launching your site and includes your first month. It is non-refundable once work has commenced. The monthly fee then follows the monthly rules above. Extra suburb pages are a one-off charge and are non-refundable once work has commenced.
• Website add-ons. Monthly add-ons (for example SMS quote alerts and AI web chat, and Map Pack growth) end at the close of the paid month when cancelled. One-off add-ons (for example Google Business Profile setup and logo redesign) are non-refundable once work has commenced.
• More services for growing businesses (Marketing). Monthly services (Managed Lead Generation, Map Pack growth, AI Search Optimisation, Social Media Marketing) end at the close of the paid month when cancelled. Advertising spend paid to Meta, Google or other platforms is charged by them and is not refundable by us. Quoted work (website or funnel builds, premium creative and video) is governed by the written quote, and fees for work already done are non-refundable.
• Marketing done for you and Marketing Studio. Both are monthly. Cancellation takes effect at the end of the paid month. Any one-off setup or onboarding fee is non-refundable once work has commenced.
• Mortgage-broker plans (Starter, Solo, Team, Scale). The monthly plan fee follows the monthly rules above. The activation fee is non-refundable once setup has commenced. Extra minutes or SMS bought beyond your plan allowance are charged as used and are not refundable. Scale plans and activation are set out in your written quote.
• Email-only plan. This is a monthly plan that keeps your mailbox after your website service ends. It follows the monthly rules above.
• Site-files buyout. This is a one-off charge for a copy of your site files and content. It is non-refundable once the files have been delivered.

6. Lead-based and outcome-based charges

• Where a charge is tied to a specific lead, appointment, or outcome, it is calculated on the basis disclosed at the point of sale.
• Lead, appointment, and outcome volumes are not guaranteed and refunds are not issued for variance from any indicative figure unless the variance results from a verified service failure attributable to Conexity.

7. Service failures

If Conexity fails to deliver the Services in accordance with the agreement, contact us within fourteen (14) days of the issue. We will investigate and, where the failure is attributable to Conexity, provide a remedy that may include service credit, partial refund, or termination of the affected component on a reasonable basis.

8. Chargebacks

Please contact us before initiating a chargeback through your card provider — most issues can be resolved directly and more quickly. Disputed amounts subject to active chargeback investigations may be paused from any pending payout (including referral payouts) until the dispute is resolved.

9. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any guarantee, condition, warranty, right, or remedy that you have under the Australian Consumer Law and which cannot lawfully be excluded or limited.

10. Contact