Refund Policy
Last updated: May 2026
This document is provided for information and does not constitute legal advice.
1. Your rights under the Australian Consumer Law
This policy applies in addition to — not instead of — your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the Service you are entitled to cancel your subscription and receive a refund for the unused portion, or compensation for its reduced value, and compensation for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the problem fixed in a reasonable time and, if it is not, to cancel your subscription and obtain a refund for the unused portion.
2. Free trial
New accounts receive a 14-day free trial. No payment is required during the trial and you can cancel at any time without charge. If you do not choose a paid plan before the trial ends, your access to the Service will be suspended.
3. Monthly subscriptions
You can cancel a monthly subscription at any time from within the Service. Cancellation takes effect at the end of the current billing month, and you will continue to have access until then. We do not provide pro-rata refunds for partial months, except where required by the ACL.
4. Annual subscriptions
If you cancel an annual subscription within the first 30 days, we will refund the unused portion on a pro-rata basis. After 30 days, annual subscriptions are non-refundable except where the ACL requires otherwise (for example, a major failure).
5. What is not refundable
- Third-party pass-through charges (for example payment processing, SMS, email delivery, premium AI usage).
- Implementation, onboarding, training or data-migration services that have already been performed.
- Custom development, bespoke integrations or professional services delivered on a fixed-scope basis.
- Charges resulting from misuse of the Service or breach of our Terms of Service.
6. How to request a refund
Email billing@moderndms.com.au with:
- your account name and the email address on the account;
- the invoice number(s) you are asking us to refund;
- a short description of why you are requesting a refund.
We will acknowledge your request within 2 business days and respond with an outcome within 10 business days. Approved refunds are returned to the original payment method, usually within 5–10 business days after approval depending on your bank.
7. Chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Initiating a chargeback without contacting us may result in your account being suspended while the matter is investigated.
8. Escalation
If you are not satisfied with our response, you can escalate by:
- contacting the Australian Competition and Consumer Commission (ACCC) at accc.gov.au;
- applying to the Queensland Civil and Administrative Tribunal (QCAT) at qcat.qld.gov.au for consumer disputes within its jurisdiction;
- contacting the Office of Fair Trading Queensland at qld.gov.au/law/fair-trading.
9. Governing law
This Refund Policy is governed by the laws of the State of Queensland, Australia. The courts of Queensland have exclusive jurisdiction over any dispute arising from it, subject to your non-excludable rights under the ACL.
10. Contact
Anthony Phillip Carle trading as MDMS
Queensland, Australia
billing@moderndms.com.au