Legal

Refund Policy

Last updated: 25 October 2026 · Version 1.2

This policy applies to your use of Conexity services. We may update it from time to time; we will publish material changes on this page with at least 14 days notice before they take effect. Nothing in this policy limits any non-excludable rights you have under the Australian Consumer Law.

1. Scope

This Refund Policy applies to subscription fees, add-ons, and any one-off charges payable for the Conexity platform and related services. It should be read together with our Terms of Use.

2. Monthly subscriptions

• Monthly subscriptions can be cancelled at any time. Cancellation takes effect at the end of the current billing month — access continues until the end of the paid period.
• Conexity does not provide partial-month refunds for monthly subscriptions where service has been delivered.

3. Annual subscriptions

• Any monthly plan for websites, marketing services, Conexity Studio, Manni Chat or Manni Voice can be paid annually instead. You pay 11 months up front for a 12-month term (one month free). Included allowances (for example call minutes or content) are released monthly across the term, not all at once.
• Cancelling within 14 days: if you cancel within 14 days of paying for an annual plan, we refund the annual price less the first month charged at the plan's monthly price.
• Cancelling after 14 days: there is no refund. Your plan continues until the end of the 12-month term you have paid for, and then ends.
• An annual plan renews for a further 12 months at the end of its term unless you cancel before the renewal date. Cancelling stops the next renewal.
• Mortgage-broker plans are billed monthly as set out in your plan; any annual arrangement for them is set out in writing at the point of sale.

4. Add-ons and one-off setup fees

• Recurring add-ons follow the same billing cadence as the parent subscription (monthly or annual) and the same cancellation rules apply.
• Usage charged on top of a plan (for example Manni Voice call minutes beyond the included allowance, or extra cinematic ads in Conexity Studio) is charged as used or ordered and is not refundable.
• One-off setup fees, onboarding fees, or build-out fees are non-refundable once work has commenced.

5. What this means for each service

The rules below apply to every service we sell. Where a service is billed monthly, it is billed in advance, you can cancel at any time, and it ends at the close of the month you have already paid for. We do not refund part of a month. Where you pay annually, the annual rules in section 3 apply instead. You can cancel a plan by using Manage billing in your customer portal or by emailing us. Your rights under the Australian Consumer Law are not affected (see section 9).

• Website plans (Standard and Growth). The go-live price covers designing, building and launching your site and includes your first month. It is non-refundable once work has commenced. The monthly fee then follows the monthly rules above. Extra suburb pages are a one-off charge and are non-refundable once work has commenced.
• Website add-ons. Monthly add-ons (for example Manni Chat and Map Pack growth) end at the close of the paid month when cancelled. One-off add-ons (for example Google Business Profile setup and logo redesign) are non-refundable once work has commenced.
• More services for growing businesses (Marketing). Monthly services (Managed Lead Generation, Map Pack growth including directory listings, AI Search Optimisation Local and Growth, Social Media Marketing Starter, Growth and Premium) end at the close of the paid month when cancelled, or follow the annual rules in section 3 if paid annually. Advertising spend for Managed Lead Generation is paid by you directly to Meta, Google or other platforms; it is not part of our fee, we do not collect it and it is not refundable by us. Quoted work (website or funnel builds, premium creative and video) is governed by the written quote, and fees for work already done are non-refundable.
• Google Business Profile setup and logo redesign. Bought on their own or as an add-on, these are one-off charges and are non-refundable once work has commenced.
• Marketing done for you and Conexity Studio. Both are monthly (or annual, see section 3). Cancellation takes effect at the end of the paid month or term. Extra cinematic ads in Conexity Studio are charged when ordered and are non-refundable once made. Any one-off setup or onboarding fee is non-refundable once work has commenced.
• Manni Chat and Manni Voice. Both are monthly plans (or annual, see section 3). Manni Voice includes 300 call minutes in each monthly period; unused minutes do not carry over. Minutes beyond the included 300 are charged at 40c a minute (including GST), billed monthly as used, and are not refundable. On an annual Manni Voice plan, the 300 minutes are released each month and extra minutes are still billed monthly.
• Mortgage-broker plans (Starter, Solo, Team, Scale). The monthly plan fee follows the monthly rules above. The activation fee is non-refundable once setup has commenced. Extra minutes or SMS bought beyond your plan allowance are charged as used and are not refundable. Scale plans and activation are set out in your written quote.
• Email-only plan. This is a monthly plan that keeps your mailbox after your website service ends. It follows the monthly rules above.
• Site-files buyout. This is a one-off charge for a copy of your site files and content. It is non-refundable once the files have been delivered.

6. Lead-based and outcome-based charges

• Where a charge is tied to a specific lead, appointment, or outcome, it is calculated on the basis disclosed at the point of sale.
• Lead, appointment, and outcome volumes are not guaranteed and refunds are not issued for variance from any indicative figure unless the variance results from a verified service failure attributable to Conexity.
• No ranking, lead-volume or revenue guarantees: we do not refund marketing, website, AI search or advertising services because a ranking, map position, AI-assistant mention, number of leads or amount of revenue was not achieved.

7. Service failures

If Conexity fails to deliver the Services in accordance with the agreement, contact us within fourteen (14) days of the issue. We will investigate and, where the failure is attributable to Conexity, provide a remedy that may include service credit, partial refund, or termination of the affected component on a reasonable basis.

8. Chargebacks

Please contact us before initiating a chargeback through your card provider — most issues can be resolved directly and more quickly. Disputed amounts subject to active chargeback investigations may be paused from any pending payout (including referral payouts) until the dispute is resolved.

9. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any guarantee, condition, warranty, right, or remedy that you have under the Australian Consumer Law and which cannot lawfully be excluded or limited.

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