Refund and Cancellation Policy

Scope: this policy covers KAINDIS subscription fees. For participant payment refunds via your connected Stripe account, see Terms clause 12A.3(d).

This policy sets out when and how we refund or cancel paid subscriptions to the KAINDIS platform. It applies in addition to the rights you have under the Australian Consumer Law and other laws, which cannot be excluded by contract. Capitalised terms used in this policy have the meanings given in the Terms of Service.

Free beta period (May – June 2026)

KAINDIS is free for every tenant until 30 June 2026. No subscription fees are taken during the beta. A payment method is captured at signup so that the first paid invoice fires automatically on 1 July 2026 at the tier and billing cycle you selected at registration. Tenants who cancel before 1 July 2026 are never charged a subscription fee.

1. Free trial

New organisations may be offered a free trial of a defined duration (the "Trial Period") at registration. No payment is taken during the Trial Period. At the end of the Trial Period, the subscription will automatically convert to a paid plan at the price displayed at checkout, unless the Customer has cancelled during the Trial Period. We will send a reminder email to the Customer's nominated billing contact at least 3 days before the end of the Trial Period.

If the Customer cancels during the Trial Period and does not convert to a paid plan, tenant data created during the Trial Period is retained for 30 days after the Trial Period ends to allow the Customer to reactivate or self-export. After 30 days, the trial-tenant data is permanently deleted, except where retention is required by law. Trial Services are governed by the "as-is" terms in clause 2 of the Terms of Service.

2. Monthly and annual subscriptions

• Monthly subscriptions bill on the anniversary of the start date (or the nearest equivalent date in months with fewer days).
• Annual subscriptions bill once per year in advance.
• Fees are charged in Australian Dollars (AUD). Headline prices are quoted excluding GST. Australian customers are charged 10% GST at checkout, calculated automatically by Stripe Tax based on the customer's billing address. Each invoice is a tax invoice with our ABN (31 697 368 282) and a dedicated GST line.
• Annual plans renew automatically. We will send a renewal notice to the Customer's nominated billing contact at least 30 days before each annual renewal, identifying the next renewal date and the renewal price.

3. Cancellation

You may cancel your subscription at any time from the billing page in the admin dashboard, or by emailing kaindis@kai-auto.com.

• Monthly plans. Cancellation takes effect at the end of the current paid month. You retain full access until that date. No refund is provided for the remaining days of the current month.
• Annual plans. Cancellation takes effect at the end of the current annual period. No refund is provided for the remainder of the annual period except as set out in clause 4 or as required by law.
• Data export. You may export your tenant data (participants, bookings, care notes, invoices) in CSV or JSON from the admin dashboard at any time up to the cancellation effective date.
• Data retention after cancellation. Tenant data is retained for 30 days after the cancellation effective date, during which you may reactivate or request a final export. After 30 days, tenant data is permanently deleted, except for records we are legally required to retain (for example, financial records under the Corporations Act 2001 (Cth)). Deletion timing in disaster-recovery backups is governed by the Data Processing Addendum.

4. Refunds

We do not offer refunds for subscription fees already paid except in the following circumstances:

4.1 Duplicate or incorrect charge

If you have been charged twice for the same subscription period, or charged the wrong amount through our error, we will refund the excess within 10 business days.

4.2 Extended service failure

If the Service is unavailable for more than three consecutive calendar days due to our fault (i.e. not excluded under the SLA), and you cancel within 14 days of restoration, we will refund a pro-rata share of the unused paid period in addition to any service credit.

4.3 Material adverse change to legal terms

If you do not accept a material adverse change to the Terms of Service, the DPA, this Refund Policy, the SLA, the AUP or the Sub-processor list (notified under the change procedures in the Terms of Service), you may terminate effective immediately before the change takes effect and we will refund any prepaid unused fees, on a pro-rata basis.

4.4 Statutory rights

Nothing in this policy excludes, restricts or modifies any right you have under the Australian Consumer Law or any other law that cannot be excluded. Where the Service fails a consumer guarantee and the failure is major, you are entitled to the remedies specified in section 267 of the Australian Consumer Law (which may include a refund). Where the failure is not major, we may choose to repair, replace, resupply, or refund, subject to section 64A of the Australian Consumer Law.

5. Plan changes

• Upgrade. Takes effect immediately. The price difference is pro-rated against the unused portion of the current period and added to the next invoice.
• Downgrade. Takes effect at the start of the next billing period. No refund or credit is issued for the difference for the current period.
• Fee increase. We may adjust fees on at least 30 days' written notice in accordance with clause 5 of the Terms of Service. If you do not accept the new fee, you may terminate effective at the start of the next billing cycle and we will refund prepaid unused fees beyond that point.

6. Disputes and chargebacks

If you dispute a charge, please email kaindis@kai-auto.com with the invoice number, date, and reason. We will respond substantively within two business days. If a chargeback is issued without first attempting to resolve the dispute with us, we may pause the affected subscription pending resolution. This clause does not limit the Customer's right to bring a chargeback through its card issuer where the issuer requires it, and does not exclude rights under the Australian Consumer Law.

7. Refund method

Refunds, where payable, are returned to the original payment method. Processing times depend on your card issuer (typically 5–10 business days).

8. Changes

We may update this policy. Changes apply only to invoices issued after the effective date of the change. Customers will be notified at least 30 days before any material change in accordance with the change-notice provisions of the Terms of Service.