Refund Policy, what it covers

1. What this covers

This policy is about what you pay Gaplessly: your plan, add-ons and usage such as text messages. It is not about deposits or payments your customers make to you. Those go through your own Stripe account and never reach us; the business decides those refunds, as our Payments Terms explain. If you booked with a business and want a deposit back, ask that business.

2. The general rule

Growth and Pro are billed in advance, monthly or yearly, and Solo and Venue Starter after a busy month, as the Billing Schedule explains. Cancelling stops the next charge and leaves your access running to the end of the period you have already paid for. Moving to a cheaper plan or period is credited against your next bills rather than refunded. Closing your account ends your plan straight away without a refund, so cancel first if you have paid ahead. We do not, as a rule, refund part of a period you have already used, but the exceptions below are real, not decorative.

3. When we do refund

• Within 14 days of your first paid subscription, for any reason at all. Ask and we will refund it in full.
• Within 14 days of a yearly plan renewing, for any reason. After that, a yearly plan runs to the end of its year and is not refunded part way, except in the cases below.
• A month charged because it passed your free band, where the count included bookings that should not have counted under the Billing Schedule.
• Where you were charged after cancelling, or charged twice, or charged the wrong plan’s price. These are our errors and we fix them in full without argument.
• Where a fault on our side made the service substantially unusable for a meaningful stretch of a billing period, pro-rated to the time lost.
• For the unused remainder of your period, monthly or yearly, if we discontinue the service, end your agreement without you having breached it, or make a change to a price or the terms that you cancel because of, before it takes effect.

4. When we do not

• Simply not having used the service during a period you paid for.
• Forgetting to cancel before a renewal, outside the 14-day window above. Ask us anyway, since we would rather hear from you than have you charge it back, but this one is discretionary.
• An account closed by us for a serious breach of the terms.

5. Asking for one

Email support@gaplessly.com from the address on the account and tell us which charge you mean. We will reply within five business days. Approved refunds go back to the original payment method through Stripe, typically arriving in five to ten business days depending on your bank.

6. Your statutory rights

This policy sits on top of the law; it does not replace it. Under the Australian Consumer Law you are entitled to a repair, replacement or refund where a service fails to meet a consumer guarantee, and nothing here limits that. EU and UK consumers have equivalent rights, including a statutory cooling-off period for distance contracts. Where those rights are more generous than this policy, they win.