Refund Policy
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1. Our approach
We want every OPTIMAZE customer to feel confident buying from us. That is why we may offer a free trial before you pay, clear notice periods, and a fair process if something goes wrong with your billing. This policy explains when you can get a refund, what is not refundable, and how to ask.
This policy applies to Services purchased from Optimaze Services Pty Ltd (ABN 85 681 426 871), either directly or through AWS Marketplace. It summarises and sits alongside your Agreement (the OPTIMAZE Services Terms and Conditions and your Schedule). If anything in this policy is inconsistent with your Agreement, your Agreement prevails. Capitalised terms have the meaning given in your Agreement.
2. Try before you buy
Plans may start with a 14-day Free Trial Period, so you can test OPTIMAZE on your own data before paying anything.
We do not charge Fees during the Free Trial Period, other than the optional Forward Deployed Engineering fee if you choose it.
You can cancel at any time before the trial ends by notifying us in writing or through your Account.
If you do not cancel, your subscription converts to paid Services on the day after the trial ends.
3. Subscription fees
Fixed Fees are billed in advance for each Billing Cycle (monthly or annual). You can end your subscription in either of these ways:
Give us written notice at least 30 days before the end of your Initial Term or current Renewal Period if you do not wish to renew.
Give us 30 days' written notice at any time.
When your subscription ends, you keep access until the end of the notice period. Fees already paid for the remainder of a Billing Cycle are not refunded, except in the situations set out in sections 4 and 5.
4. When you are entitled to a refund
4.1 We change our Terms
If we amend the Terms, the Services or the Fees and you have paid upfront for recurring access, you may cancel by writing to us within 30 days of receiving our notice. We will refund the unused portion of your prepaid Fees on a pro-rata basis.
4.2 We do not fix a material breach
If we breach a material term of the Agreement and do not remedy it within 10 Business Days of your notice, you may terminate immediately. In that case we will refund prepaid Fees for the unused part of your current Billing Cycle.
4.3 We end your subscription for our convenience
If we end your subscription on 30 days' notice for reasons other than your breach or non-payment, we will refund prepaid Fees for the unused part of your current Billing Cycle.
4.4 Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law or similar laws that cannot be excluded.
5. Goodwill refunds
In addition to your rights above, we offer the following goodwill refunds. They are provided at our discretion and subject to the fair use conditions in section 7.
5.1 Billing errors
If we charge you incorrectly, we will put it right with a full refund or, if you prefer, a credit on your next invoice. Billing errors include:
duplicate charges for the same Services and period;
charges above the Fees in your Schedule, Tier or Marketplace offer; and
charges for a period after your cancellation took effect.
Please tell us within 60 days of the invoice or charge date so we can investigate quickly.
5.2 Forgotten trial conversion
If your Free Trial Period converted to a paid subscription and you meant to cancel, we will refund that first Fixed Fee charge, provided that:
you ask within 7 days of the conversion date;
you have not meaningfully used the Services since conversion (for example, no new attribution models, unit economics, budgets, goals or canvases, and no exports of reports or data); and
your organisation, including any related entity, has not received this refund before.
On refund, your access ends and your data is handled in line with your Agreement.
6. What is not refundable
Forward Deployed Engineering: the fee is non-refundable once the engagement has commenced. Pre-approved travel and accommodation costs already incurred are also non-refundable.
AI Usage Packs and AI Credits: purchased AI Usage Packs and consumed AI Credits are non-refundable. Your included AI Credit Allowance has no cash value.
Downgrade credits: credits issued when you move to a lower Tier on an Annual Billing Cycle are applied to your next invoice. They are not redeemable for cash and are forfeited when the Agreement ends.
Unused subscription time: Fees for the remainder of a Billing Cycle after you end your subscription for convenience, except as set out in sections 4 and 5.
Suspension or termination for your breach: Fees for any period in which the Services are suspended or terminated because of non-payment or a breach of the Agreement.
7. Fair use
Our goodwill refunds exist for genuine mistakes. We may decline a goodwill refund where:
the request follows repeated trial sign-ups by the same organisation, related entities or users;
the Services were used to produce or export outputs (such as attribution models, reports or data extracts) before the request;
you have breached the Agreement, including the licence restrictions on sharing access or reselling the Services; or
a chargeback or payment dispute was raised without first contacting us.
8. AWS Marketplace purchases
If you bought OPTIMAZE through AWS Marketplace, refunds are processed by AWS on our approval. Contact us first using the details below. If your request qualifies under this policy, we will approve it and submit it through AWS Marketplace. Processing times then depend on AWS.
9. How to request a refund
Email billing@optimazehq.com with:
your company name and Account email;
the invoice number or Marketplace order reference; and
a short description of the issue.
We will acknowledge your request within 2 Business Days and give you a decision within 10 Business Days. Approved refunds are paid to the original payment method in the currency you were charged (USD unless agreed otherwise), together with an adjustment note for any GST.
10. Changes to this policy
We may update this policy from time to time. Changes will not reduce any refund you are already entitled to at the time of your request.