Refund Policy

1. Overview

We want every student and family to feel confident using Focusly. This Refund Policy explains how we handle refunds, cancellations, and billing issues for our Australian SaaS platform. It should be read with our Terms of Service and Privacy Policy. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

2. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have issues rectified in a reasonable time or receive a refund for the unused portion if not rectified.

3. Free trial and plans

Our Starter (free) tier lets you explore Focusly before subscribing. Paid plans (Pro, Team) renew automatically each billing cycle. If you trial a paid plan, you can cancel before the trial ends to avoid charges. If you continue into a paid period, normal refund rules apply.

4. Refund eligibility

Subject to the ACL, we will consider refunds where:

• You experience a major failure of the service (as defined under the ACL).
• You were charged in error or after timely cancellation.
• You were unable to access paid features for a sustained period due to our systems.
• A duplicate payment occurred.

We assess requests in good faith and may request information to investigate. For change-of-mind requests outside the ACL, we generally do not offer refunds but may choose to provide a goodwill credit at our discretion.

5. Non-Refundable Situations

Refunds are generally not provided in the following cases:

• Change of mind or if the service matches the description provided.
• Requests made long after a billing period without evidence of issue.
• Partial use or unused time within an active billing cycle (unless required by law).
• Accounts terminated for breach of our Terms of Service or misuse (including academic dishonesty).
• Feature limits communicated in plan descriptions (e.g., prompt caps, storage limits).

6. How to request a refund

Email support@focusly.one with:

• Your account email and invoice or transaction ID.
• Plan type and billing period.
• What went wrong (include screenshots, timestamps, or error messages if possible).
• Whether you prefer refund or credit (where applicable).

We may need to verify identity or request additional details to investigate.

7. Processing and timing

We aim to assess refund requests within 5-7 business days. Approved refunds are issued to the original payment method; banks or card issuers may take an additional 5-10 business days to display the credit. Credits to account balance (if offered) are applied immediately once approved.

8. Cancellations and auto-renewals

You can cancel anytime in account settings. Cancellation stops future renewals; you keep access until the current paid period ends. If you accidentally renew, contact us promptly—if no usage has occurred in the new period we may, at our discretion or where required by law, issue a refund or credit.

9. Chargebacks and payment disputes

Please contact us first to resolve billing issues. If you initiate a chargeback, we may suspend the account during investigation. We will provide evidence to payment providers as needed. Resolving directly with us is usually faster for students and families.

10. Access after refunds

If a refund is granted for a billing period, we may revoke access to paid features for that period and revert the account to the free tier. Saved content remains available unless removal is required by law or to prevent misuse.

11. Contact us

Questions or refund requests? Email support@focusly.one. We aim to respond promptly.