Refund Policy

GearSwap AI (“we”, “us”, “our”) aims to be fair and transparent in all billing matters. This policy applies to:

• Vendor Platform SaaS subscriptions
• Auction Intelligence credit purchases (single, pack, and monthly plans)
• Beta program purchases
• Marketplace transactions between buyers and sellers

As a general rule, we do not offer refunds for completed digital services or consumed credits. However, we recognise that exceptional circumstances arise and we will consider refund requests on a case-by-case basis, as outlined in this policy.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If a statutory guarantee applies to your purchase, you are entitled to a remedy regardless of this policy.

2.1 The Vendor Platform offers a 14-day free trial. No credit card is required to start a trial. No charges are made until you actively select a paid plan at the end of your trial period.

2.2 Promotional free trials, beta access periods, and complimentary credits issued by GearSwap are non-refundable as they carry no charge.

2.3 If you are charged in error during a trial period, contact us immediately at billing@gearswap.ai and we will issue a full refund of any erroneous charge.

3.1 Monthly subscriptions

• Subscriptions are billed monthly in advance
• You may cancel at any time from your account settings; cancellation takes effect at the end of the current billing period
• We do not provide pro-rated refunds for unused days within a billing period
• Upon cancellation, your access continues until the end of the paid period

3.2 Annual subscriptions (if offered)

• Annual subscriptions may be cancelled within 14 days of the initial purchase date for a full refund, provided no significant usage has occurred (fewer than 5 active sessions in that period)
• After 14 days, annual subscriptions are non-refundable but will remain active until the end of the subscription year

3.3 Plan changes

• Upgrades to a higher-tier plan take effect immediately; you will be charged a pro-rated amount for the remainder of the billing period
• Downgrades take effect at the start of the next billing period; no refund is issued for the difference in the current period

3.4 Termination by GearSwap

If we terminate your account for a reason other than a breach of our Terms of Use, we will issue a pro-rated refund for any unused portion of a prepaid subscription period.

4.1 Credit purchases (single and pack)

• Assessment credits do not expire while your account remains active
• Unused credits are non-refundable once purchased, except as described in section 6 (Exceptional Circumstances)
• Completed assessments (where an AI report has been generated and delivered) are non-refundable regardless of whether you agree with the assessment outcome

4.2 Monthly credit subscriptions

• Monthly assessment subscriptions follow the same cancellation terms as Vendor Platform subscriptions (section 3.1)
• Unused credits within a monthly subscription period are not carried forward unless your plan explicitly includes rollover credits
• Monthly credit subscriptions are not refundable for the current billing period after credits have been issued

4.3 Failed assessments

If an assessment fails to complete due to a technical error on our end (e.g., the AI engine times out and does not return a report), the credit used for that assessment will be automatically reinstated to your account within 24 hours. If reinstatement does not occur, contact support@gearswap.ai.

5.1 Buyer refunds

The GearSwap Marketplace facilitates transactions between independent buyers and sellers. Refund rights for marketplace purchases are governed by the seller’s individual returns policy and Australian Consumer Law. Buyers should:

• Review the seller’s returns policy before purchasing
• Contact the seller directly in the first instance for returns or refunds
• Use the GearSwap dispute resolution process if a satisfactory resolution cannot be reached with the seller

5.2 GearSwap Marketplace buyer protection

• If an item does not match its listing description or condition grade, buyers may lodge a dispute within 7 days of confirmed delivery
• GearSwap will mediate disputes and may, at our sole discretion, issue a partial or full refund of the purchase price (excluding shipping) from seller funds held in escrow
• Buyer protection does not cover change-of-mind returns, fitment errors where listing data was accurate, or damage caused after delivery

5.3 Seller commissions

Platform commissions deducted from completed sales are non-refundable. If a transaction is refunded to a buyer through our dispute resolution process, GearSwap will also refund the commission charged on that transaction to the seller.

We will consider refund requests outside our standard policy in the following exceptional circumstances:

• Duplicate charge: If you are charged twice for the same product or service, the duplicate charge will be refunded in full immediately upon verification
• Platform outage: If a significant, documented platform outage prevents access to a paid service for more than 24 consecutive hours in a calendar month, we may issue a pro-rated credit or refund for that period upon request
• Fraudulent charge: If your payment method was used without your authorisation, contact us immediately. We will work with you and your financial institution to investigate and resolve the matter
• Billing error: Any charge made in error on our part will be refunded in full
• Medical or personal hardship: We review hardship requests compassionately on a case-by-case basis. Please contact us with relevant documentation

Exceptional circumstance refund requests must be submitted within 30 days of the charge in question.

To request a refund, please contact our billing team:

Please include in your request:

• Your account email address
• The date and amount of the charge
• The reason for your refund request
• Any supporting documentation (e.g., screenshot of a technical error)

We will acknowledge your request within 2 business days and aim to resolve it within 10 business days. Approved refunds are processed via the original payment method and may take 5–10 business days to appear on your statement, depending on your financial institution.

8.1 If you are not satisfied with our response to a refund request, you may escalate your dispute by emailing support@gearswap.ai with “Dispute Escalation” in the subject line. A senior team member will review your case within 5 business days.

8.2 If a dispute remains unresolved after escalation, you may contact your financial institution to initiate a chargeback under your card scheme’s terms. Please note that initiating a chargeback without first attempting resolution through our process may result in suspension of your account pending investigation.

8.3 For Marketplace disputes, our dispute resolution process (described in section 5.2) is the primary mechanism. Marketplace disputes not resolved through this process may be referred to Fair Trading or Consumer Affairs in your state or territory.

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to:

• Cancel the service contract and receive a full refund; or
• Compensation for the reduction in value of the service below the price paid

For major failures with goods purchased through the Marketplace, sellers are required to provide remedies in accordance with their ACL obligations. If a seller fails to do so, you may contact GearSwap and we will take reasonable steps to assist.

Nothing in this Refund Policy is intended to limit, exclude, or modify any consumer guarantee or remedy available under the ACL. To the extent of any inconsistency, the ACL prevails.

We may update this Refund Policy from time to time. If we make material changes, we will notify you by:

• Posting a notice on our platform
• Sending an email to the address associated with your account

The “Last Updated” date at the top of this policy indicates when it was most recently revised. Continued use of the platform after notification of changes constitutes acceptance of the updated policy.

For all refund and billing enquiries: