Refund Policy

We want SafetyDocs and its templates to do the job you bought them for. This policy explains when we refund, and how to ask. SafetyDocs is run by SafetyCulture Plus Pty Ltd (ABN 30 644 548 587).

Your rights under the Australian Consumer Law

Our goods and 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 service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Nothing in this policy limits those rights, and everything below is on top of them. The ACCC explains them in more detail. If you're outside Australia, you keep any rights your local law gives you.

Templates and packs

A template has a problem when it's significantly different from its description or preview, or it can't be used for the work it describes.

• A minor problem. Tell us and we'll fix it, usually within seven days, and give you a corrected copy.
• A major problem we can't easily fix. We'll refund what you paid for the template, or, if you prefer, give you template credits instead. The choice is yours.

If a problem affects one template in a pack or a system, we'll fix that template, or refund a fair share of the price if we can't.

Templates are digital and you have them as soon as you add them, so there's nothing to send back, and we don't refund a template because you chose the wrong one or changed your mind. A template needing changes for your own site isn't a problem with the template, because every template needs adapting. Every template can be previewed for free before you buy it.

Template credits and AI credits

Credits you buy don't expire while your organisation has an account. We don't refund unused credits because you changed your mind, and they're lost if the organisation is deleted. If you stop using them because of a major failure with SafetyDocs, your rights above apply.

Monthly credits that come with a plan aren't refunded. They don't roll over, and they end with the plan. Text messages and credits you've already used aren't refunded, unless they were used because of a problem on our side.

An AI run that fails doesn't use credits, and neither do retries or repair attempts. If a run used credits and gave you a result you can't use because something went wrong on our side, tell us and we'll put them back.

Plans

An Admin can cancel a paid plan at any time with Cancel plan under Plan and usage, or by contacting us. Your plan stays active until the end of the period you've paid for, you aren't charged again, and you can undo the cancellation until then.

We don't refund part of a billing period, or allowances you didn't use, when you cancel or move to a cheaper plan, unless one of the situations below applies or the law requires it. This includes annual plans, so check you want the full year before you choose one. If a feature your plan lists isn't available yet, tell us. A plan that doesn't deliver what we told you it includes is a failure we'll put right.

Your documents and signed records stay available when a plan ends, whatever the reason.

We refund the unused part of a period you've paid for when:

• SafetyDocs has a failure that entitles you to it under the Australian Consumer Law
• we stop offering SafetyDocs, or remove something that materially reduces what you paid for
• we change our terms in a way that materially reduces your rights, and you cancel before the change takes effect
• we close your account for a reason other than your serious breach of our terms

Charges made in error

If we charged you twice, charged the wrong amount, or charged after you cancelled, we'll refund the difference in full. If a renewal charge surprised you, tell us straight away and we'll look at what we can do.

Purchases from the old store

Templates you bought on the old SafetyDocs store can be claimed free in the app, with no paid plan or card. This policy applies to them, and your rights under the Australian Consumer Law don't depend on when you bought them.

How to ask for a refund

Email support@safetydocs.app or call 1300 306 604 (within Australia), Monday to Friday, 8:30 am to 5 pm AEST. From overseas, please email. Tell us:

• the name of your organisation
• what you bought, and when
• what went wrong

A person on our team replies within one business day. If we agree to a refund, we pay it to the card or account you paid with. Your bank may take five to ten business days to show it.

If you're not happy with our answer, you can ask for it to be reviewed by writing to SafetyCulture Plus Pty Ltd, PO Box 578, Townsville QLD 4810, Australia. You can also contact the ACCC or your state or territory's consumer protection agency. Outside Australia, you can contact your local consumer regulator.