1. Scope
This policy governs refunds of prepaid service credit ("Credit") purchased by partner law firms to use paid features such as lead access, featured placement and booking. Credit is a prepaid balance for service usage and is not a cash equivalent. Client-facing services (AI report, firm matching, fee auction) are free of charge, so no refundable transaction arises for clients.
2. Paid vs. promotional Credit
Paid Credit ā purchased by the firm. Unused balance is refundable. Promotional Credit ā granted free of charge through promotions or compensation. It is not refundable and may only be used for services. Promotional Credit is consumed before paid Credit.
3. Requesting a refund
1) Request a refund from the partner portal or by email. 2) We confirm the refundable amount within 3 business days of receipt. 3) The confirmed amount is paid within 7 business days of that confirmation. 4) Refunds are issued to the original payment method where possible; otherwise to a bank account held in the requester's name. 5) Where a tax invoice was issued, a corrected invoice is issued for the refunded amount.
4. Calculating the refund
The refundable amount is the unused paid Credit at the time of the request. ā¢ Credit already consumed is not refundable. Lead access is treated as delivered at the moment of access. ā¢ Period-based services such as featured placement are refunded pro rata for the remaining period. ā¢ Payment processing fees are handled in accordance with applicable law and the payment provider's policy.
5. Validity period
Paid Credit expires 5 years after the most recent top-up. We notify the registered email 30 days before expiry. Promotional Credit expires as stated at the time of grant, or 1 year from the grant date if not stated.
6. When refunds are limited
Refunds may be limited where: the Credit was granted free of charge; the service has already been delivered and the Credit consumed; the Credit was obtained or used improperly; or the account is suspended pending investigation of a breach (processed after the investigation concludes).
7. Termination
On termination by the firm, unused paid Credit is refunded under section 3. If we are unable to provide the service due to our fault, all unused Credit is refunded and reasonable compensation for promotional Credit is discussed.
Australian Consumer Law
Our services come with consumer guarantees under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)) that cannot be excluded. Your rights under the Australian Consumer Law always apply regardless of this policy.
Dispute Resolution
If you are not satisfied with our response, you may contact: ā¢ Australian Competition and Consumer Commission (ACCC): www.accc.gov.au ā¢ Your state or territory fair trading office
Contact
Support: roylegal.ai@gmail.com