Refund Policy

1.Scope and definitions

This Refund Policy applies to your Vukorix subscription with Osmicro Networks Pty Ltd (ACN 642 841 638 / ABN 70 642 841 638) (Vukorix, we, our, or us). It supplements, and should be read together with, our Terms of Service and our Cancellation Policy. Where this policy and the Terms of Service conflict, the Terms of Service prevail.

In this policy, Account, Customer Content, Free Trial, Service, and Subscription have the meanings given in the Terms of Service.

2.Free Trial: no payment required

Every new Account begins with a 7-day Free Trial of the Vukorix Business plan. The Free Trial requires no payment method and no charge is made during it. You add a payment method only if you choose to subscribe when the trial ends.

No subscription fees are charged during the Free Trial, and no payment method is needed to start it. If you have any questions about the trial, contact [email protected].

If you find the Service is not for you, simply cancel before the Free Trial ends and no subscription charge will be made. See our Cancellation Policy for instructions.

3.General no-refund rule

Subscriptions are billed monthly in advance. The Free Trial gives you a meaningful opportunity to test the Service before any payment is made. For that reason, paid Subscription fees are generally non-refundable, including:

• fees paid for a billing month that you have started but not used in full,
• fees paid for additional team-member seats that you do not consume,
• fees paid where you change your mind after the Free Trial has ended.

This general rule is qualified by sections 4, 9, 10, 12, 13, 14, and 15 below, and by any non-excludable statutory rights in your jurisdiction.

4.When we do offer refunds

Outside of statutory rights, we will issue a refund (or pro-rata refund) in the following limited circumstances:

• Duplicate or accidental charge. If you were charged twice for the same billing month, or charged after a successful cancellation, we will refund the duplicate or out-of-period payment in full.
• Sustained service unavailability. If the Service is materially unavailable to you for more than 48 consecutive hours within a billing month due to a fault on our side, we will offer either a service credit or a pro-rata refund for the affected days, at your election.
• Material defect that prevents core use. If a defect in the Service prevents you from using the core capabilities (Secure Share, Secure Receive, Secure Exchange, E-Sign) for more than seven (7) days within a billing month, and we are unable to fix the defect in that time, we will offer either a service credit or a pro-rata refund for the affected days, at your election.
• Discontinuation of the Service. If we discontinue the Service generally or in your country, we will refund any unused paid period on a pro-rata basis (see section 10 of the Cancellation Policy).
• Statutory rights. Where you have a non-excludable statutory right to a refund, we will honour it (see sections 12 to 15 below).

Outside these specific circumstances and your statutory rights, paid Subscription fees are non-refundable.

5.How to request a refund

To request a refund, send a written request from the email address registered on your Account to [email protected]. Please include:

• your organisation name and Account email,
• the date and amount of the charge(s) you are seeking a refund for,
• a brief explanation of the reason (e.g. duplicate charge, service unavailability, statutory right).

We aim to acknowledge refund requests within two (2) business days and to give a substantive response within ten (10) business days. If we need information from you (for example, to confirm a duplicate charge with our payment processor), we'll tell you what we need and pause the clock until we have it.

6.Processing time

Approved refunds are issued through the original payment method. Once we send the refund instruction to our payment processor:

• most card refunds appear on your statement within 5 to 10 business days,
• some banks take longer (up to 30 days in rare cases),
• refund timing for non-card payment methods (where supported) follows the rails of that method.

If a refund hasn't appeared after 30 days, contact [email protected] with the original transaction reference and we'll chase the processor with you.

7.Refund method and currency

Refunds are issued in the same currency as the original charge (USD by default). Where your card was billed in a non-USD local currency due to your bank's foreign-exchange settings, the refund amount will equal the original USD amount; the local-currency value at the time of refund may differ slightly from the original due to exchange-rate movement. Vukorix does not compensate for foreign-exchange differences caused by your bank.

8.Taxes and tax credits

If a refund is issued and tax (GST, VAT, sales tax, or equivalent) was collected on the original charge, the tax portion is refunded together with the principal. Where required by law, we will issue a corrective tax invoice (or credit note) for the refunded amount. You are responsible for accounting for the refund in your own tax filings.

9.Disputed or unauthorised charges

If you believe a charge from Vukorix on your card or bank statement was not authorised by you, contact [email protected] immediately. We will:

• investigate within two (2) business days,
• refund the charge if we cannot identify a valid Subscription or seat purchase that authorised it,
• cooperate with your card issuer if you have already raised a chargeback (please tell us if you have).

If we suspect fraud or unauthorised access to your Account, we may also temporarily suspend the Account while we investigate (see section 9 of the Cancellation Policy).

10.Service unavailability

Vukorix is not currently sold under a service-level agreement (SLA). Where the Service is materially unavailable to you for more than 48 consecutive hours within a billing month due to a fault on our side, we will offer either a service credit (extended access at no charge) or a pro-rata refund, at your election (see section 4).

Service unavailability caused by force majeure events (including third-party hosting outages, denial-of-service attacks, internet or telecommunications failures, or actions of governments and regulators) does not by itself entitle you to a refund, but we will keep you informed and act in good faith.

11.Beta features

Some features are made available as Beta. Beta features are provided "as is" and the addition, change, or removal of a Beta feature does not by itself entitle you to a refund. The non-refundable rule in section 3 applies to paid Subscriptions even where you are using the Beta features at the time.

12.Statutory consumer rights

This policy does not exclude, restrict, or modify any consumer guarantee, right, or remedy conferred by law that cannot be excluded, restricted, or modified by agreement. Specifically:

13.Australian Consumer Law

For Customers in Australia, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). For major failures with the Service, you are entitled to:

• cancel your Subscription with us; and
• a refund for the unused portion, or compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the Service rectified in a reasonable time and, if this is not done, to cancel the Subscription and obtain a refund for the unused portion of the Subscription.

14.EU and UK consumer rights

If you are a consumer (acting outside the course of your trade, business, craft, or profession) resident in the European Economic Area, the United Kingdom, or Switzerland:

• you may have a right of withdrawal under the EU Consumer Rights Directive (or the UK equivalent under the Consumer Contracts Regulations 2013) within fourteen (14) days of beginning your paid Subscription,
• by starting to use the Service immediately you may be agreeing that the right of withdrawal does not apply once we have begun supplying the Service to you with your consent and acknowledgement that you lose that right (this is standard for digital services),
• your statutory rights in respect of defective digital content under your local consumer protection laws are not affected.

Most Vukorix customers are businesses (acting in the course of trade) and the consumer right of withdrawal does not apply to them. If you are unsure whether you qualify as a consumer for these purposes, contact [email protected] and we'll work it out together.

15.United States consumer rights

If you are a consumer in the United States, your rights under federal and state consumer-protection laws (including state-level "right to cancel" laws and any applicable Federal Trade Commission rules on subscription cancellation) are not affected by this policy. We honour valid consumer-protection requests in line with the law of your state.

16.Changes to this policy

We may update this Refund Policy from time to time. When we make a material change we will update the "Last updated" date above and, if you have an Account with us, notify you by email or through a notice in the Service before the change takes effect. Changes do not apply retrospectively to refund requests already in progress.

17.Contact

For refund or billing questions:

Osmicro Networks Pty Ltd
ABN 70 642 841 638
Refunds and billing: [email protected]
Disputed charges: [email protected]
Legal: [email protected]