Effective from: 11 August 2026. This Refund Policy explains when and how CloudBookModMod Pty Ltd provides refunds, repairs and replacements in respect of Modules, extensions, integrations and services purchased through the shop at cloudbookmod.org. It is drafted to comply with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) and forms part of, and should be read together with, our Terms of Service.
Nothing in this policy operates to exclude, restrict or modify any right or remedy that you may have under the Australian Consumer Law where those rights or remedies cannot lawfully be excluded. Under the Australian Consumer Law, our Modules and services come with guarantees that cannot be excluded. Those statutory guarantees include:
For a major failure with a service, or with a good, you are entitled to a refund or replacement and to compensation for any other reasonably foreseeable loss or damage. For a minor failure that can be remedied, you are entitled to have the problem fixed within a reasonable time. This policy sits alongside those statutory rights and does not diminish them.
The Australian Consumer Law draws an important distinction between "major failures" and "minor failures":
A failure to comply with a consumer guarantee is a major failure if, in the case of goods, the goods would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure; if the goods depart in one or more significant respects from their description; if the goods are substantially unfit for a purpose for which goods of that kind are commonly supplied and cannot easily and within a reasonable time be remedied to make them fit for that purpose; if the goods are unfit for a disclosed purpose that was made known to us; or if the goods are unsafe. Analogous criteria apply to services under section 268 of the ACL. In the case of a major failure, you may choose between (a) rejecting the Module and requesting a refund and (b) keeping the Module and claiming compensation for any drop in value.
A minor failure is any failure to comply with a consumer guarantee that is not a major failure. In that case, we have the right, at our option, to repair, replace or refund. We will act within a reasonable time. If we do not act within a reasonable time, or if we refuse, you may reject the Module and seek a refund, or have the problem fixed elsewhere at our expense.
Monthly Subscriptions are billed in advance for each calendar month. Because Subscriptions are month-to-month and can be cancelled at any time, our refund policy for Subscriptions is designed to be simple and predictable:
One-off products such as data migration packages, configuration audits and bespoke technical assistance are billed on delivery of an agreed statement of work. Where you have paid an amount up to A$449 for a one-off product and delivery has not yet started, you may cancel the order and receive a full refund by writing to support@cloudbookmod.org before we allocate an engineer to your project. Once we have started work, we may deduct from the refund a reasonable amount corresponding to the work already performed, calculated at our published hourly rate. If we deliver a one-off product that is not of acceptable quality or that is not supplied with due care and skill, we refund the full amount paid or, at your election, redo the work at our expense.
The following categories of amounts are not refundable, because they are collected on your behalf and immediately remitted to independent third parties:
We will always identify these amounts clearly on your invoice. Their exclusion does not affect any right you may have against the relevant third party or under the Australian Consumer Law where a service in respect of which such fees were paid has failed.
To request a refund, please send an email to support@cloudbookmod.org from the email address associated with your account, with the subject line "Refund request", including:
You may alternatively write to us by post at 156 Collins Street, Level 12, Melbourne VIC 3000, Australia, for the attention of the Director. We will acknowledge every refund request within three (3) business days of receipt.
Where a refund is granted, we process it within ten (10) business days of the date on which we notify you that the refund has been approved. Refunds are made in Australian dollars back to the original payment method used for the corresponding Order. If the original payment method is no longer available (for example, if the card has been closed), we will contact you to agree on an alternative method, which will normally be electronic funds transfer to a bank account in your name. Please note that once we have released the refund, the actual availability of the funds on your card or in your bank account depends on your bank's own processing times.
Where you and CloudBookMod agree, a refund may be issued in the form of a credit note against your account rather than as a cash refund. A credit note is a book-entry credit that is automatically applied against future invoices, remains valid for twelve (12) months from the date of issue and, at your written request during the validity period, may be converted at any time into a cash refund payable to your original payment method. Choosing a credit note never diminishes any statutory right you may have to a cash refund under the Australian Consumer Law.
If you are not satisfied with the outcome of a refund request, you may escalate the matter internally by writing to the Director at 156 Collins Street, Level 12, Melbourne VIC 3000, Australia, with the subject line "Refund escalation". The Director will personally review the request and respond within fifteen (15) business days.
You also have the right, at any time, to lodge a complaint with the applicable consumer protection authority in Australia:
Lodging a complaint with a public authority is free of charge and does not affect any right you may have to bring the matter before a court.
Before commencing any court proceeding in respect of a refund dispute, other than for urgent injunctive relief or the recovery of an undisputed debt, the parties will attempt in good faith to resolve the dispute by mediation administered by the Resolution Institute in Melbourne, in accordance with the Resolution Institute Mediation Rules then in force. The mediator's fees are shared equally between the parties. If the dispute is not resolved within sixty (60) days after the appointment of the mediator, either party may commence proceedings in the courts of the State of Victoria in Melbourne, including the Supreme Court of Victoria, whose jurisdiction each party irrevocably accepts on a non-exclusive basis.
This Refund Policy is governed by and construed in accordance with the laws of the State of Victoria and the Commonwealth of Australia.
This Refund Policy may be updated to reflect changes in the law, in our commercial policies or in industry guidance. The current version and its effective date are always accessible at cloudbookmod.org/refund. Changes affecting the level of protection offered to Customers who purchased before the change entered into force do not apply retroactively to those Orders.
CloudBookModMod Pty Ltd
156 Collins Street, Level 12, Melbourne VIC 3000, Australia
Director: Sarah Mitchell
Telephone: +61 3 9642 7853
Email: support@cloudbookmod.org
ABN: 82 743 951 268 — ACN: 743 951 268
Bank: Commonwealth Bank of Australia, BSB 062-345, account 789012345.
Effective from 11 August 2026.