Before you publish this page
This draft is written to sit correctly alongside the Australian Consumer Law, but it is not legal advice and should be reviewed by an Australian commercial lawyer.
What changed in version 2.0. Hardware is no longer sold or leased, so returns of purchased goods and lease early-termination were replaced with subscription cancellations and deposit refunds. Sections 2 to 7 were redrafted. Sections 3 and 4 — cancellation and deposit deductions — carry the most commercial risk under the unfair contract terms regime.
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Contents
1. Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Our goods (including goods supplied on hire) and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These guarantees generally apply to goods and services acquired for under $100,000, and to goods of a kind ordinarily acquired for personal, domestic or household use regardless of price.
This policy explains how we apply those rights to your subscription, and what we offer beyond them.
2. Faulty hardware or software
The hardware belongs to AuxAussie and is maintained by us for the whole of your term. If any hardware is faulty or stops working through normal use, contact us and we will repair or replace it at no cost to you.
Major failure
A failure is major where, for example, the hardware or software is unsafe, is significantly different from its description, or cannot be made fit for purpose within a reasonable time. Where there is a major failure, you may choose the remedy the Australian Consumer Law gives you — including ending your subscription and receiving a refund for the affected period — and you may also claim compensation for reasonably foreseeable loss.
Damage we didn't cause
Repairs to hardware damaged by misuse, accident, liquid, power surges or unauthorised repair are not free, as set out in clause 11 of our Terms & Conditions. We will tell you the cost before doing the work.
3. Cancelling your subscription
Before installation. You can cancel your signup at any time before your hardware is installed, and we will refund your deposit in full. If we have already incurred costs specific to your installation, we may keep a reasonable amount reflecting those actual costs — not a fixed penalty — and we will show you how it was calculated.
After installation. Your subscription runs for a fixed term. There are no change-of-mind refunds once the hardware is installed. Ending a subscription early is by agreement with us, as set out in clause 15 of our Terms & Conditions. CONFIRM: early termination terms.
If we decline your signup, or cannot install the hardware, your deposit is refunded in full.
4. Your deposit
Your deposit is refundable. When your subscription ends and we have collected the hardware, we will inspect it and refund your deposit within CONFIRM: e.g. 10 business days of collection, less:
- any amounts you still owe us under your agreement; and
- the reasonable cost of repairing or replacing hardware that is lost or damaged beyond fair wear and tear.
If we make a deduction, we will tell you in writing what it was for and how it was calculated. CONFIRM with your accountant: how GST charged on the deposit is refunded.
5. Weekly fees
Weekly fees cover the week they relate to and are not refunded for weeks already billed — unless the service failed to meet the consumer guarantees, in which case section 1 applies.
If your hardware is out of action for an extended period because of a fault we are responsible for, contact us. CONFIRM: whether a service credit applies, and after how long.
6. Platform fees and customer refunds
The platform fee is charged on each customer order as it is paid. If you refund a customer, CONFIRM: whether the platform fee on that order is returned to you. Stripe's own processing fees on refunded payments are handled under Stripe's pricing.
7. Add-on services
You can cancel an add-on service, such as social media management, at any time from your merchant dashboard. Cancellation takes effect at the end of the current billing period, and periods already billed are not refunded — unless the service failed to meet the consumer guarantees, in which case section 1 applies.
8. How to make a claim
Email info@auxaussie.com.au or message us on WhatsApp with:
- your business name and venue;
- which hardware or service is affected;
- a description of the problem, and photos or video if it is a physical fault; and
- what outcome you are seeking.
We will acknowledge your claim and tell you the next steps. Where hardware needs to be inspected, we will arrange it at your venue or collect it.
9. How refunds are processed
Approved refunds are made to the original payment method wherever possible, through Stripe. Card refunds typically appear on your statement within 5–10 business days; refunds of BECS Direct Debit payments are returned to the same bank account, usually within a similar time, depending on your bank. We will confirm by email once a refund has been issued.
If the original payment method is no longer available, we will arrange an alternative with you, such as electronic funds transfer to your nominated business account.
10. Contact us
| Entity | AuxAussie Pty Ltd |
|---|---|
| ABN | 14 654 681 562 |
| info@auxaussie.com.au | |
| +61 493 635 611 | |
| Merchant portal | merchant.auxaussie.com.au |
| Website | auxaussie.com.au |
If you are not satisfied with how we have handled your claim, you can contact the ACCC at accc.gov.au, or your state or territory consumer protection agency.