Refund Policy

1. Overview

This Refund Policy applies to all paid subscription plans on SupportPath, operated by Polished Surfaces Pty Ltd (ABN 60 690 408 854). This policy should be read alongside our Terms of Service.

2. Free Plan

The Free plan has no cost and requires no payment information. There is nothing to refund.

3. Paid Subscriptions (Starter, Growth, Pro, Business)

Paid subscriptions are billed monthly in advance via Stripe. By subscribing, you agree to the following:

• No lock-in: All paid plans are month-to-month with no minimum commitment. You may cancel at any time;
• Billing: You are charged at the start of each billing period;
• Auto-renewal: Subscriptions renew automatically unless cancelled;
• Cancellation: You can cancel at any time from your provider dashboard. Your listing remains active until the end of the current billing period;
• No partial refunds: We do not provide refunds for unused portions of a billing period.

4. When We Will Issue a Refund

We will issue a refund in the following circumstances:

• Duplicate charges: If you are charged twice for the same billing period due to a technical error;
• Service unavailability: If SupportPath is unavailable for more than 7 consecutive days due to a fault on our end (not including scheduled maintenance);
• Australian Consumer Law: Where a refund is required under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth));
• Within 14 days of first subscription: If you are a new subscriber and cancel within 14 days of your first payment, we will issue a full refund as a goodwill gesture. This applies to your first subscription period only.

5. When We Will Not Issue a Refund

Refunds will not be provided in the following circumstances:

• You decide you no longer want the service partway through a billing period;
• You did not receive as many connections as you expected;
• Your NDIS registration is suspended, cancelled, or under investigation;
• Your account is suspended or terminated for breach of our Terms of Service;
• You forgot to cancel before the renewal date.

6. How to Request a Refund

To request a refund, email us at hello@supportpath.com.au with:

• Your registered email address;
• Your business name;
• The billing period in question;
• The reason for your refund request.

We will review your request and respond within 5 business days. If approved, refunds are processed via Stripe to your original payment method within 5-10 business days.

7. Chargebacks

If you initiate a chargeback (payment dispute) with your bank instead of contacting us first, we reserve the right to suspend your account immediately pending resolution. We encourage you to contact us directly first — we aim to resolve all payment issues fairly and promptly.

8. Contact