Refund and Cancellation Policy

Finance OS is supplied by Tumai Meroiti (ABN 75 527 278 804) trading as Finance OS ("we", "us", "our"). Contact us at hello@financeos.au or at 259 Normanby Road, South Melbourne, Victoria 3205.

This section comes first because it prevails over everything below it.

Nothing in this policy excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by the Australian Consumer Law which cannot lawfully be excluded, restricted or modified.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to have our services rendered with due care and skill and fit for the purpose for which they are supplied. If a service fails to meet a consumer guarantee, you are entitled to a remedy — which may be a refund — and to compensation for any other reasonably foreseeable loss or damage.

The commercial terms below apply in addition to those rights, and never instead of them. If anything below appears to conflict with this section, this section wins.

Contact hello@financeos.au. Tell us what went wrong and what outcome you want.

We acknowledge within 2 business days and answer within 5 business days. Where a refund is due we process it to the original payment method within 10 business days.

We would rather fix the problem than argue about it, and most things are resolved here.

The onboarding fee applies to the Scale and Dominate tiers. It covers work we do for you specifically: configuring the platform, installing templates and automations, and onboarding you onto it. The Launch tier has no onboarding fee.

Before onboarding begins, we refund it in full on request.

Once onboarding has commenced, the onboarding fee is not refundable as a matter of commercial terms — the work has been performed. Section 2 continues to apply: if the onboarding work itself fails to meet a consumer guarantee, you are entitled to a remedy regardless of this paragraph.

We will tell you when onboarding is about to commence, so the point at which this changes is never a surprise.

Billed monthly in advance. You can cancel any time by emailing hello@financeos.au.

Cancellation takes effect at the end of your current billing period and you keep access until then. There is no minimum term and no cancellation fee.

As a matter of commercial terms, we do not refund or pro-rate the current billing period on cancellation. Section 2 continues to apply.

We may suspend or cancel your subscription if you materially breach our Terms of Use, Product Terms or Acceptable Use Policy, if payment fails and is not remedied within 7 days of us telling you, or on 30 days' written notice for any other reason.

If we cancel for any reason other than your breach, we refund the unused portion of any period you have paid for.

Finance OS passes through metered usage: SMS, phone calls and some AI features are billed on top of your subscription, at cost, as you use them.

Usage already consumed is not refundable as a matter of commercial terms, because the cost has already been incurred with our suppliers. Section 2 continues to apply.

Current per-unit rates are shown in your account before you enable a metered feature, and on request at any time. Where GST applies it is included in the rate shown.

Where we buy something from a third party for you — a domain, a phone number, a third-party integration — that supplier's terms govern it and we generally cannot recover the cost once purchased. We will tell you before making such a purchase.

If you think a charge is wrong, contact us first. We can almost always resolve it faster than your bank.

If a chargeback is raised without contacting us, we may suspend the account while the dispute is with your bank, so that further charges do not accrue.

Nothing in this section prevents you from exercising any right you have — including under the Australian Consumer Law, against your card issuer, or by complaining to a regulator.

We may update this policy. Changes apply to purchases made after the change, not retrospectively.

If we cannot resolve something between us, you can contact the Australian Competition and Consumer Commission at accc.gov.au, or Consumer Affairs Victoria at consumer.vic.gov.au.