Scope
This policy applies to FirstConnect subscriptions and services purchased directly from FirstConnect. If an order form, proposal or signed agreement contains different refund or cancellation terms, that document will apply.
Subscriptions and billing
Charges, billing frequency, included locations, check-in limits, implementation work and taxes are stated in the applicable order or subscription confirmation. Customers should review the scope before approving payment.
Cancellation
A customer may request cancellation in accordance with its order or agreement. Unless that document says otherwise, cancellation prevents the next renewal but does not automatically create a refund for a current subscription period that has already started.
When a refund may be considered
Refunds may be considered where required by law or expressly provided by an applicable agreement. We may also review a documented request involving a duplicate payment, confirmed billing error, or failure to provision the service scope agreed for the relevant term.
Generally non-refundable charges
Subject to applicable law and an agreed order, used subscription periods, completed onboarding, implementation or custom configuration work, third-party costs and taxes already remitted are generally non-refundable. A change in visitor volume, internal priorities or customer configuration does not by itself create a refund entitlement.
How to request a review
Submit the request through the contact details in the order confirmation, invoice, account or existing correspondence. Include the organisation name, invoice or transaction reference, charge date, amount and a clear explanation of the issue. We may request additional information needed to verify the payment and service status.
Approved refunds
If a refund is approved, it will normally be returned through the original payment method unless another method is agreed or required. Bank, card network and payment-provider processing times are outside FirstConnect's control. Any credit note or tax adjustment will be handled as applicable.
Purchases through another provider
Where a FirstConnect service is purchased through an authorised reseller, marketplace or other third party, the seller's billing and refund process may apply. The request should be made to the party that collected the payment.
Policy changes
We may update this policy for future purchases. The version in effect when the relevant order was accepted will apply unless the parties agree otherwise or applicable law requires a different result.