Refund Policy

Last Updated: October 23, 2025

1. Introduction

This Refund Policy applies to all services provided by CyberSmart360 (“we,” “us,” or “our”) through cybersmart360.com. This policy is designed to comply with the Australian Consumer Law (ACL) and sets out your rights and our obligations regarding refunds, cancellations, and remedies.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you have automatic consumer guarantees that cannot be excluded. These guarantees include:

  • Services are rendered with due care and skill – Our services will be provided with an acceptable degree of skill and technical knowledge
  • Services are fit for purpose – Our services will be reasonably fit for any purpose you make known to us
  • Services are delivered within a reasonable time – Our services will be provided within a reasonable timeframe
  • Services match description – Our services will correspond with the description provided

Important: We cannot exclude, restrict, or modify these consumer guarantees. Any term in our agreement that attempts to do so is void under Australian law.

3. Subscription Services

3.1 Monthly Subscriptions

  • Monthly subscriptions can be cancelled at any time
  • Cancellations take effect at the end of the current billing period
  • No refunds are provided for partial months unless required by the ACL
  • You retain access to the service until the end of the paid period

3.2 Annual Subscriptions

  • Annual subscriptions can be cancelled at any time
  • If cancelled within 14 days of initial purchase, a full refund will be provided
  • After 14 days, refunds will be prorated based on the unused portion of the subscription, minus a reasonable administration fee, at our discretion
  • This voluntary refund policy is in addition to your statutory rights under the ACL

4. When You Are Entitled to a Refund

You are entitled to a refund, credit, or other remedy when:

4.1 Major Failure in Service

A major failure occurs when:

  • The service has a problem that would have stopped you from purchasing it if you had known about it
  • The service is substantially unfit for its common purpose and cannot easily be remedied within a reasonable time
  • The service does not meet the purpose you specified and cannot easily be remedied within a reasonable time
  • The service creates an unsafe situation

Remedy: You can choose to cancel the service contract and obtain a refund, or continue with the service and seek compensation for the drop in value.

4.2 Minor Failure in Service

For minor service failures that can be remedied:

  • We will remedy the problem within a reasonable time
  • If we fail to remedy the problem, you may:
    • Cancel the contract and obtain a refund for the unused portion
    • Engage someone else to provide the service and recover reasonable costs from us

4.3 Technical Issues

If you experience technical issues that prevent access to or use of our service:

  • Report the issue to our support team immediately at support@cybersmart360.com
  • We will investigate and work to resolve the issue within a reasonable timeframe
  • If we cannot resolve the issue within a reasonable time, you may be entitled to a refund for the affected service period

4.4 Service Not as Described

If our service does not match the description provided at the time of purchase, you are entitled to a remedy under the ACL.

5. When Refunds Are Not Available

Refunds are generally not available for:

  • Change of mind – You simply decide you no longer want the service
  • Change in circumstances – Your business needs change or you no longer require the service
  • Buyer’s remorse – You found a cheaper alternative after purchase
  • Normal wear and tear – Expected degradation over time
  • Service disruptions outside our control – Including but not limited to internet outages, third-party service failures, or force majeure events

Note: Even in these situations, your statutory rights under the ACL still apply if there is a failure to meet consumer guarantees.

6. Free Trials

  • Free trials are available for eligible new customers
  • Free trials automatically convert to paid subscriptions unless cancelled before the trial period ends
  • To cancel during a free trial, access your account settings or contact support@cybersmart360.com
  • No refunds are applicable for free trial periods as no payment has been made

7. Requesting a Refund

To request a refund:

  1. Contact Us: Email support@cybersmart360.com with your request
  2. Provide Information:
    • Your account details (name and email address)
    • Subscription or transaction details
    • Reason for the refund request
    • Any supporting evidence (e.g., screenshots of technical issues)
  3. Assessment: We will assess your request within 5 business days
  4. Resolution: If approved, refunds will be processed within 10 business days to your original payment method

7.1 Proof of Purchase

We may request proof of purchase, which can include:

  • Email confirmation of purchase
  • Credit card or bank statement showing the transaction
  • Invoice or receipt

You are not required to return the service (as it is digital), but we may suspend access upon processing a refund.

8. Refund Processing

  • Refunds are processed to the original payment method used for purchase
  • Processing time may vary depending on your financial institution (typically 5-10 business days)
  • We will notify you by email once the refund has been processed
  • If you paid using a third-party payment platform (e.g., PayPal), please allow additional time for the funds to appear in your account

9. Dispute Resolution

If you are not satisfied with our response to your refund request:

  1. Internal Escalation: Request escalation to our management team at admin@cybersmart360.com
  2. External Dispute Resolution:
    • Contact your state or territory consumer protection agency
    • Lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au
    • Seek assistance from your state’s fair trading office
  3. Legal Advice: You may wish to seek independent legal advice regarding your rights

10. Overseas Customers

This refund policy applies primarily to Australian consumers. If you are located outside Australia:

  • Your purchase may be subject to different consumer protection laws in your jurisdiction
  • We will comply with applicable local consumer protection laws where we directly target or supply services to consumers in other countries
  • Please contact us to discuss how consumer protection laws apply to your purchase

11. Modifications to This Policy

We may update this Refund Policy from time to time to reflect changes in:

  • Our business practices
  • Legal requirements
  • Industry standards

Changes will be posted on this page with an updated “Last Updated” date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

12. Contact Information

If you have questions about this Refund Policy or wish to request a refund:

Email: support@cybersmart360.com
Website: cybersmart360.com
Response Time: We aim to respond to all inquiries within 2 business days

13. Australian Consumer Law Information

For more information about your rights under Australian Consumer Law, visit:

  • Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
  • Your state or territory consumer protection agency

Important Notice: This policy does not limit or exclude any rights you have under the Australian Consumer Law or other applicable laws. Where this policy is inconsistent with the Australian Consumer Law or another applicable law, the applicable law will prevail.

This refund policy is designed to comply with the Australian Consumer Law and provides both your statutory rights and our additional voluntary policies. Nothing in this policy removes or limits your rights under the ACL.