1. Setup fee
The A$5,500 retail setup fee is non-refundable once onboarding has commenced, except under the 30-day money-back guarantee in section 2. The A$10,000 white-label partner licence is non-refundable once paid.
2. 30-day money-back guarantee (retail only)
If, during the 30 days following payment of your retail setup fee, VoxReach fails to produce your first booked appointment during the agreed onboarding period, you may request a full refund of the setup fee. To claim:
- Email support@voxreach.com.au within 45 days of the setup fee payment.
- Include the tenant name and the dates of the onboarding wizard completion and first campaign/inbound forwarding.
- We refund in full to the original payment method within 10 business days, less any third-party hard costs we have already paid on your behalf (for example, a ported phone number that cannot be returned).
This guarantee does not apply if (a) the Tenant failed to complete the onboarding wizard or upload leads, (b) the Tenant is suspended for breach of the Acceptable Use policy, or (c) the Tenant requested deferral of the go-live date.
3. Prepaid usage credits
Unused prepaid credits are refundable within 12 months of the top-up on request. Credits older than 12 months expire and cannot be refunded. To request a refund, email support@voxreach.com.au from the tenant account email address. Refunds are processed to the original payment method within 10 business days and exclude GST already remitted where applicable.
4. Phone numbers
Phone number rental fees are non-refundable for the then-current billing cycle. You may release a number at any time; further rental is not charged.
5. Chargebacks
If you dispute a charge, please contact us first — we resolve almost every dispute within 24 hours. Chargebacks initiated without first contacting us may result in suspension of the tenant account under the Acceptable Use policy.
6. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the ACL. For major failures, you are entitled to a refund and compensation for any reasonably foreseeable loss or damage. For failures that do not amount to a major failure, you are entitled to have the service remedied within a reasonable time. This policy sits alongside, and does not limit, those ACL rights.
7. Contact
support@voxreach.com.au — refund requests, billing disputes.