Refund, Cancellation and Billing Policy

Effective Date: 02/04/2026
Business Name: Upforce Solutions Pty Ltd
ABN: 58 695 996 706
Email: [email protected]
Website: www.upforcesolutions.com.au

1. Purpose

This Refund, Cancellation and Billing Policy explains how fees, billing, renewals, cancellations, refunds, pass-through charges, and account closure are handled for services supplied by Upforce Solutions Pty Ltd.

This Policy is intended to provide commercial clarity while preserving any rights that cannot lawfully be excluded under applicable law, including the Australian Consumer Law.

2. Application

This Policy applies to services supplied by Upforce Solutions Pty Ltd, including:

software subscriptions
CRM access
websites and funnels
hosting and maintenance
automations and workflow setup
digital marketing support
onboarding and implementation services
project-based custom work
other recurring or project-based services described in a proposal, order form, invoice, statement of work, service schedule, checkout page, or onboarding flow

If there is any inconsistency between this Policy and a signed proposal, order form, statement of work, or other agreed commercial document, the signed commercial document prevails to the extent of the inconsistency.

3. Fees

Fees may include one or more of the following:

one-off setup or onboarding fees
recurring subscription fees
website hosting or maintenance fees
custom development or project fees
usage-based fees
pass-through third-party charges
ad spend or media spend where applicable
optional add-on fees
migration, retraining, reactivation, or change-request fees

All fees are payable in Australian dollars unless otherwise stated and are exclusive of GST unless expressly stated otherwise.

4. Setup and implementation fees

Setup, onboarding, migration, configuration, implementation, and similar commencement fees are charged for work performed to establish or customise the Services.

Unless otherwise stated in writing:

setup and implementation fees are non-refundable once work has commenced
these fees may be payable upfront
work may be scheduled only after payment is received
delays caused by the Customer do not automatically entitle the Customer to a refund

If Upforce Solutions Pty Ltd has not commenced the relevant work and agrees in writing to cancel before commencement, it may choose to provide a full or partial refund in its discretion.

Nothing in this clause limits any remedy that cannot lawfully be excluded.

5. Recurring fees

Recurring fees may apply for:

software access
CRM access
hosting
support
maintenance
messaging functionality
automation functionality
reporting tools
ongoing managed services

Unless otherwise stated:

recurring fees are billed in advance
the billing cycle will be monthly, annual, or as stated in the applicable commercial document
recurring fees continue until the relevant services are cancelled or terminated in accordance with this Policy or the applicable agreement

6. Usage-based and pass-through fees

Some Services may involve variable or external charges, including:

SMS charges
email sending charges
telephony charges
call-related charges
domain or DNS costs
third-party application fees
transaction fees
carrier or communications charges
external platform charges

These fees may be billed separately or added to the Customer’s invoice.

Unless required by law or expressly agreed otherwise:

usage-based fees are non-refundable once incurred
pass-through third-party costs are non-refundable once incurred or committed
the Customer remains responsible for costs arising from Services used through its account, including by its authorised Users, workflows, or automations

7. Payment timing

The Customer must pay invoices by the due date stated on the invoice or, if no due date is stated, within 7 days from the invoice date.

Where direct debit, card authority, or a stored payment method is used, the Customer authorises Upforce Solutions Pty Ltd to charge the applicable fees when due.

The Customer must ensure that payment details, billing contacts, and related account information remain current.

8. Failed payments and overdue amounts

If a payment fails or an invoice becomes overdue, Upforce Solutions Pty Ltd may:

reattempt payment
contact the Customer for updated payment details
suspend or limit part of the Services
disable messaging, hosting, website access, user access, or automation functions
recover reasonable costs of collection

Where practicable, notice will be given before suspension. Immediate suspension may occur where overdue amounts, repeated failed payments, or associated risks justify urgent action.

9. Renewals

Where Services are supplied on a recurring plan, the Services may renew automatically for the next billing cycle unless cancelled in accordance with this Policy or the applicable agreement.

The applicable proposal, order form, checkout page, or plan details should specify:

whether the term is monthly, annual, or fixed-term
whether renewal is automatic
what notice period applies for non-renewal

Renewal and cancellation mechanics should be clearly disclosed and applied in a commercially balanced way.

10. Cancellation by the Customer

The Customer may cancel Services by giving written notice to [email protected].

Unless otherwise stated in writing:

month-to-month services may be cancelled on at least 48 hours written notice before the next billing date
fixed-term services may be cancelled at the end of the committed term by giving at least 48 hours written notice before renewal
cancellation does not undo charges already incurred or committed before the effective cancellation date

Upforce Solutions Pty Ltd may, in its discretion, accept a shorter notice period if it confirms that in writing.

A cancellation request is taken to be effective when it is clearly received at [email protected].

11. Early cancellation of fixed-term Services

If the Customer cancels fixed-term Services before the end of the committed term, Upforce Solutions Pty Ltd may charge an early termination amount if this is clearly stated in the applicable proposal, order form, or service schedule.

Any early termination amount should reflect a genuine commercial allocation of committed costs, reserved resources, discounts given for the term, or unrecovered setup value, and should not operate as a penalty.

If no early termination amount is expressly stated, the Customer remains liable for fees accrued up to the effective termination date and any third-party costs or committed charges already incurred.

12. Termination by Upforce Solutions Pty Ltd

Upforce Solutions Pty Ltd may suspend or terminate Services in accordance with the main agreement, including where:

amounts remain overdue
the Customer materially breaches the agreement or applicable policies
the Customer uses the Services unlawfully or in a way that creates spam, privacy, review, security, or reputational risk
a required third-party provider suspends or withdraws a dependency necessary to provide the Service
Upforce Solutions Pty Ltd ceases offering the relevant Service

If Upforce Solutions Pty Ltd terminates for convenience during a prepaid recurring period for reasons unrelated to the Customer’s breach, it will refund the unused prepaid portion of the recurring fees on a pro rata basis.

This does not apply to:

used Services
setup work already performed
custom work already performed
non-refundable third-party costs already incurred

13. Refunds

Unless required by law or expressly agreed otherwise, the following are generally not refundable:

setup or implementation fees once work has commenced
recurring fees for a billing period already started
usage-based fees already incurred
SMS, email, telephony, hosting, domain, registration, licensing, or other pass-through third-party charges
fees for custom work already performed
ad spend, media spend, or committed external supplier charges
unused time remaining in a billing period after a mid-cycle cancellation

Refunds may be considered where:

Upforce Solutions Pty Ltd agrees in writing to provide one
duplicate payments were made
a billing error occurred
Services were not supplied as agreed and a refund is the appropriate remedy in the circumstances
a refund is required by applicable law

If our services do not meet a consumer guarantee and the law gives you a right to a remedy, we will provide the remedy required by law, which may include re-supply, repair, refund, compensation, or contract cancellation depending on the circumstances.

14. Custom work

Custom work includes services such as:

custom website design
copywriting
landing pages
workflow builds
integration work
asset creation
migration work
bespoke reporting
custom configuration

Unless otherwise agreed in writing:

custom work is billed as quoted, by milestone, or by time spent
amounts for custom work are non-refundable to the extent the work has already been performed
if the Customer pauses or abandons the project, Upforce Solutions Pty Ltd may invoice for work completed to date and for committed external costs

15. Prepaid fees

Where the Customer prepays for Services:

prepaid recurring fees are applied to the agreed billing period
prepaid fixed-term amounts reserve service capacity and pricing for the agreed term
prepaid amounts are generally non-refundable except as expressly stated in writing or required by law

If this Policy or the applicable commercial document provides for a pro rata refund on provider-led termination for convenience, that will apply only to the unused portion of prepaid recurring fees and not to:

already-used Services
work already performed
non-recoverable third-party costs

16. Effect of cancellation or termination on access and data

On cancellation or termination:

access to the Services may cease on the effective end date or shortly after
websites, funnels, forms, messaging functions, automations, and connected services may be disabled
call, SMS, email, review, and workflow functionality may stop
data retention, export, or deletion will be handled in accordance with the main agreement and Privacy Policy

Unless otherwise agreed:

the Customer is responsible for requesting and completing any needed data export before service closure
Upforce Solutions Pty Ltd is not required to retain account data indefinitely after termination
domains, third-party accounts, and other external services may remain subject to separate third-party terms and charges

17. Chargebacks and payment disputes

If the Customer believes an invoice or charge is incorrect, the Customer must notify Upforce Solutions Pty Ltd promptly and provide reasonable details.

The Customer must not initiate a chargeback or payment reversal without first attempting in good faith to resolve the issue directly with Upforce Solutions Pty Ltd, except where the Customer is entitled to do so under applicable card scheme rules or law.

An unjustified chargeback may be treated as a payment default and may lead to suspension while the matter is investigated.

18. Credits

Any goodwill credit, service credit, or account adjustment issued by Upforce Solutions Pty Ltd:

is personal to the relevant customer account
is not redeemable for cash unless required by law
may be applied against future invoices only
may expire if stated at the time of issue

19. Changes to this Policy

Upforce Solutions Pty Ltd may update this Policy from time to time for future billing periods or future service periods by giving reasonable prior notice.

If a change materially adversely affects the Customer and is not required by law or a third-party dependency, the Customer may elect not to renew the affected Services before the change takes effect.

20. Australian Consumer Law savings

Nothing in this Policy excludes, restricts, or modifies any guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified under applicable law, including the Australian Consumer Law where it applies.