Refund Policy

1. Overview

Osapher operates on a subscription basis. This policy explains how cancellations, billing disputes, and refund requests are handled. We aim to be fair and transparent, and we comply with the Australian Consumer Law (ACL) at all times.

2. Subscriptions and Billing

Paid subscriptions are billed in advance on a monthly or annual cycle, in Australian Dollars (AUD). Your subscription renews automatically at the end of each billing period unless you cancel before the renewal date.

You will receive an invoice via email for each successful payment. Osapher is not currently registered for GST. Osapher ABN 18 459 403 998 is the billing entity for all charges.

3. Cancellations

You may cancel your subscription at any time from your account dashboard. Cancellation takes effect at the end of your current billing period — you retain full access until that date. We do not charge cancellation fees.

SMB Portal: After your billing period ends, your Schema Lock token and hosted schema will be deactivated. Your account data is retained for 30 days before permanent deletion, giving you time to export anything you need.

Enterprise KYB Platform: After your billing period ends, your organisation's access to the Enterprise portal will be suspended. Verification records, certificates, and audit logs are subject to a 7-year retention lock under AML/CTF Act obligations and cannot be deleted during that period, regardless of subscription status. You may request a data export before access is suspended by contacting enterprise@osapher.com.

4. Refund Eligibility

Refunds are not automatically issued for unused portions of a billing period. However, we will consider refund requests in the following circumstances:

• Billing errors: You were charged an incorrect amount or charged after cancellation — we will refund the difference or the erroneous charge in full
• Duplicate charges: You were billed more than once for the same period — we will refund the duplicate charge in full
• Significant service disruption: A prolonged outage or platform failure materially prevented you from using the service — assessed case by case
• Trial period: If a free trial or promotional offer was clearly communicated and a charge occurred unexpectedly, we will review and refund on a case-by-case basis

5. Australian Consumer Law and New Zealand Consumer Guarantees Act

Nothing in this policy limits your rights under the Australian Consumer Law (ACL) or the New Zealand Consumer Guarantees Act 1993 (CGA). If a service fails to meet a consumer guarantee under either the ACL or the CGA — including being fit for purpose or provided with due care and skill — you may be entitled to a remedy regardless of this policy. These rights apply to eligible consumers and small businesses under applicable thresholds in each jurisdiction.

6. How to Request a Refund

To request a refund, email billing@osapher.com with:

• Your account email address
• The charge date and amount
• A brief description of the issue

We will respond within 3 business days. Approved refunds are processed within 5–10 business days and returned to your original payment method.

7. Chargebacks

If you initiate a chargeback with your bank or card provider without first contacting us, we may suspend your account pending investigation. We encourage you to reach out to us directly — most billing issues can be resolved quickly.

8. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated date.

9. Contact

For billing and refund enquiries: billing@osapher.com
Osapher · ABN 18 459 403 998 · Melbourne, Victoria, Australia