Cancellation & Refund Policy

1. About this policy

This policy applies to paid services supplied by AI Software Solutions Pty Ltd, including ERPy Connect, ERPy + ERPNext, ERPy Custom, ERPNext implementation and configuration, website development, integrations, consulting, hosting, training, support and related technical services.

This version takes effect on 3 November 2026 for new purchases and new agreements. It does not retrospectively change an existing signed or accepted agreement.

Your accepted proposal, quotation, statement of work, invoice or service agreement may set out specific scope, pricing, billing cycles, deposits, milestones, minimum terms or cancellation arrangements. Those agreed terms apply together with this policy and our Terms of Service, subject always to rights that cannot lawfully be excluded.

2. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Where a service has a major failure, the law may give the customer the right to cancel the service contract and obtain a refund for the unused portion, or another applicable remedy. Where a problem is minor and can be fixed, we are generally entitled to a reasonable opportunity to remedy it. If it is not remedied within a reasonable time, further remedies may become available.

Whether the Australian Consumer Law applies and which remedy is available depends on the circumstances of the transaction and the nature of the problem.

3. How to request cancellation

To cancel, email au@aisoftwaresolutions.org and include:

• your name and business name;
• invoice, quotation, project or service reference where available;
• the service or project you want to cancel;
• your requested cancellation date; and
• any relevant reason or information you would like us to consider.

Your notice is effective when we receive it. We will acknowledge the request, confirm the effective cancellation date and explain any remaining charges, work completed, third-party costs and refund due.

4. Project and implementation cancellations

You may request cancellation of an implementation, integration, website, consulting or custom-development project at any stage.

Before work starts

For a change-of-mind cancellation before substantive work has started, prepaid amounts will generally be refunded, less any reasonable and documented third-party costs that you authorised and that cannot reasonably be recovered.

After work has started

Once work has started, you remain responsible for:

• work actually completed up to the effective cancellation date;
• completed milestones or deliverables that are payable under the agreed project structure;
• approved work in progress reasonably performed before cancellation was received; and
• authorised third-party costs that cannot reasonably be recovered.

We will calculate the value of completed work using the agreed milestone pricing, project rates or other pricing method stated in the relevant agreement. Any remaining prepaid balance will be refunded where due.

5. Deposits and upfront payments

A deposit or upfront payment is normally a payment toward the agreed project or service. It is not automatically forfeited merely because a customer cancels.

If cancellation occurs, we may apply the deposit or prepaid amount against work actually completed and authorised non-recoverable costs. Any remaining amount will be refunded where due.

If a particular deposit has a different treatment because it secures scarce capacity, a third-party purchase, or another specific commitment, that treatment must be clearly disclosed and agreed before payment and remains subject to applicable law.

6. Staged and weekly payment arrangements

Some projects may be offered with staged or weekly payment arrangements, including arrangements where implementation fees are paid over several weeks.

Unless a written agreement states otherwise, a payment schedule does not mean the customer must pay for unperformed work after a valid cancellation. Amounts due following cancellation are based on work already completed, agreed milestones, approved work in progress and authorised non-recoverable costs.

If work delivered is ahead of payments received, a final invoice may be issued for the outstanding completed work. If payments received exceed the amount properly payable at cancellation, the applicable balance will be refunded.

7. Recurring ERPy, hosting and support services

Recurring services may include ERPy hosting, AI service access, connector maintenance, support, monitoring or other ongoing services.

Cancellation takes effect according to the billing cycle, notice period and minimum term disclosed in the accepted agreement. If no different arrangement was agreed, you may cancel before the next renewal and the service will remain available until the end of the already-paid billing period.

For a change-of-mind cancellation, fees for an already-started billing period are generally not refunded where the contracted service remains available for that period, unless the applicable agreement states otherwise or a refund is required by law.

No new cancellation fee, notice period or minimum term is created solely by this policy.

8. Usage-based and external service charges

Some ERPy deployments may incur usage-based costs, including AI model usage, messaging, API charges, cloud resources or other external service costs.

Charges already incurred before cancellation may remain payable where they were authorised and cannot reasonably be reversed. We will not charge future usage after the relevant service has been properly cancelled, except where delayed third-party billing relates to usage that occurred before cancellation.

9. Third-party products and services

Domain registrations, software subscriptions, licences, messaging services, cloud services, payment services, API plans and other third-party purchases may have their own cancellation and refund rules.

Where we purchase a third-party service on your behalf, we will disclose material restrictions known to us before you authorise the purchase where reasonably practicable.

For change-of-mind cancellation, we may retain only authorised third-party costs that cannot reasonably be recovered. If a third-party provider later refunds an amount attributable to your payment, we will account for that recovered amount appropriately.

Third-party terms do not remove any statutory rights you may have against us.

10. Scope changes and project variations

A request to reduce, postpone or materially change a project is not automatically treated as a cancellation. We may instead agree to a revised scope, new timeline, reduced deliverables or project variation.

Any material change to price, scope or milestones will be documented before the varied work proceeds. If the parties cannot agree on a proposed variation, either party may rely on the cancellation rights available under the existing agreement and this policy.

11. If a third-party integration becomes unavailable

ERPy may depend on APIs, OAuth permissions and services supplied by third parties. A provider may change, restrict or discontinue an API or integration.

If a material integration becomes unavailable, we will discuss reasonable options such as adapting the integration, using an alternative connector, reducing scope or ending the affected part of the service. Any additional development outside the original scope will require agreement before it is charged.

If we cannot provide prepaid work because a required third-party service has become unavailable and no reasonable agreed alternative is possible, prepaid amounts attributable to work not supplied will be refunded, subject to any authorised non-recoverable third-party costs and applicable law.

12. If we cancel or cannot provide the service

If we cancel a service or cannot provide agreed work, we will notify you and refund prepaid amounts attributable to the service or work not supplied, subject to any other remedy or obligation required by law.

You do not have to accept a credit instead of a monetary refund where you are legally entitled to a refund.

13. Refund requests

Send refund requests to au@aisoftwaresolutions.org and include:

• your invoice or payment reference;
• the service or project involved;
• the amount you are requesting, if known;
• an explanation of the issue or reason for the request; and
• any supporting information that may assist our assessment.

We will assess the request and provide an explanation of the outcome and any calculation. Approved refunds will be processed without unreasonable delay.

14. How refunds are paid

Refunds will normally be returned through the original payment method where reasonably possible, unless another method is agreed.

Once we issue a refund, bank, card-network, payment-platform or other provider processing times are outside our direct control.

15. Work already delivered

Cancellation does not generally require us to refund amounts properly payable for services already supplied simply because the customer later changes their mind.

This does not affect remedies available where delivered services fail to meet an applicable consumer guarantee, contractual obligation or other legal requirement.

16. Customer data and handover when a service ends

Customers should contact us before hosted access ends if they require an export or handover of their business data. The format and availability of an export may depend on the relevant platform and deployment.

Standard export or handover reasonably included in an agreement will be provided as agreed. Additional migration, transformation, custom export or transition work may be separately chargeable where disclosed and agreed in advance.

Data retention and deletion after termination are handled in accordance with the applicable service agreement, our Privacy Policy, technical backup requirements and applicable law.

17. Disputes and review

If you disagree with a cancellation charge or refund decision, contact us so we can review the calculation and any additional information you provide.

This internal review process does not prevent you from exercising any rights available under law or contacting an appropriate consumer protection body.

18. Changes to this policy

We may update this public policy as our services, pricing models or legal obligations change. The current version will be published on this page with its latest update date.

A later version of this policy will not retrospectively change a fixed-scope agreement that was already accepted unless the parties agree or a change is required by law.

19. Contact details

AI Software Solutions Pty Ltd
ABN 70 694 116 642 · ACN 694 116 642
Unit 40C, 41 Gotha Street
Fortitude Valley QLD 4006
Australia

Email: au@aisoftwaresolutions.org
WhatsApp / Phone: +61 451 574 715
Website: aisoftwaresolutions.org

Last updated: 3 November 2026