Refund & Cancellation Policy

We want you to choose Abeco (also known as Abeco AI) because it works for your business, not because you feel locked in. That is why we offer a 14-day free trial with no credit card required, monthly plans with no lock-in contract, and a 100% money-back guarantee. This policy explains exactly how these work, what can and cannot be refunded, and how to cancel or change your plan.

This policy forms part of our Terms and Conditions. Nothing in it limits your rights under the Australian Consumer Law (see section 11).

1. At a glance

2. The 14-day free trial

Every new business can try Abeco free for 14 days before paying anything.

• No credit card required. You can sign up with just your business details, so you cannot be charged by accident.
• Full access to your chosen plan, subject to reasonable usage limits during the trial (for example, a limited number of SMS messages).
• Free onboarding help. Setup, staff training and data migration from your current software are included, so you can test Abeco with your real services and schedule.
• Nothing happens automatically at the end. When the trial ends, your account pauses. You only start paying if you pick a plan and add a payment method.

Because the trial is free, there is nothing to refund for the trial period. One free trial is available per business. Trial accounts that are not upgraded may be deleted 90 days after the trial ends, so export anything you want to keep.

3. Our 100% money-back guarantee

If Abeco is not right for your business, we will give your money back. Our policy is:

If you ask for a refund within 30 days of your first paid subscription charge, we will refund 100% of the subscription fees you have paid to us, less only the non-refundable items listed in section 6.

Who the guarantee applies to

• New customers on the Micro, Premium or Enterprise monthly plans.
• The guarantee applies once per business. It does not restart if you cancel and later re-subscribe, or open a new account for the same business.

What it covers

• Monthly subscription fees charged in the 30 days from your first paid charge, including any upgrade charges in that period.
• You do not need to give a reason, although we welcome feedback that helps us improve.

When it does not apply

• Requests made more than 30 days after your first paid charge. You can still cancel at any time to stop future charges.
• Accounts suspended or terminated because of a serious breach of our Terms and Conditions, such as sending spam or unlawful content.
• The non-refundable items listed in section 6.

When a money-back refund is approved, we will also cancel your subscription and close your account at the end of the refund process, unless you ask us to keep it open on a different plan.

4. How to request a refund

1. Contact us by email at [email protected] with the subject line "Refund request", or call +61 1300 886 899 during business hours (Monday to Friday, 09:00–18:00 ACST). You can also use our contact page.
2. Include your details: your business name, the email address on your account, the invoice number or date of the charge, and whether you want to close your account.
3. Verification: we may need to confirm you are the account owner or an authorised billing contact before we process the request.
4. Export your data if you want to keep a copy of your client list, booking history or reports. We are happy to help.
5. Confirmation: we will confirm by email whether the refund is approved and the amount to be refunded.

Your request counts as made on the date we receive it, even if it takes us a few days to process it. So if you contact us on day 30, you are still within the guarantee period.

5. Refund processing times

Refunds are paid to the original payment method, in Australian dollars. We cannot control how long your bank or card provider takes to show the refund, or any currency conversion differences if your account is in another currency. If you have not received a refund after 10 business days from approval, please contact us and we will look into it with our payment processor.

6. What is non-refundable

Some costs are passed through to third parties or relate to work that has already been done for you. These are not covered by the money-back guarantee:

• Third-party SMS and WhatsApp credits that have been purchased separately or used beyond any included allowance. These messages are delivered by carriers and messaging providers that charge us per message. Unused prepaid credits may be refunded where the provider allows it.
• Completed custom design work beyond the deposit. For custom website design or other project work, we will refund the deposit under the guarantee if work has not substantially started. Stages of work that you have approved or that we have delivered are not refundable.
• Custom marketing services already performed, such as campaign setup, content creation or advertising management delivered in a past period.
• Third-party costs paid on your behalf, such as domain name registrations, premium stock images, paid plugins or advertising spend paid to platforms like Google or Meta.
• Payment processing fees on your own transactions. Fees charged by Stripe or PayPal on payments your clients make to you (such as deposits or gift cards) are between you and that provider.
• Subscription fees outside the guarantee period, including partial months after you cancel. Access continues until the end of the paid period instead.

Your end-customers' booking deposits, gift cards and invoices are paid to your business, not to Abeco. Refunds of those amounts are your decision and are made through your own Stripe or PayPal account.

7. Cancelling your subscription

You can cancel at any time. There are no cancellation fees and no lock-in contracts on our monthly plans.

How to cancel

1. Log in to your Abeco account and go to your billing or subscription settings, then choose to cancel; or
2. Email [email protected] from the account owner's email address, with the subject line "Cancel subscription".

What happens when you cancel

• You will not be charged again.
• Your account stays active until the end of your current paid billing period, so you can keep taking bookings and export your data.
• After that date, your account is closed. Online booking links, QR codes, widgets and hosted websites will stop working, and automated reminders will stop.
• Your data is deleted or de-identified in line with our Privacy Policy, usually within 90 days after closure. Billing records are kept for as long as tax law requires.

Outside the 30-day guarantee period, we do not give pro-rated refunds for the unused part of a month after cancellation, except where required by law or where we have failed to provide the Services as promised.

8. Upgrades and downgrades

When you downgrade, features that are not included in the lower plan (for example, WhatsApp reminders on Enterprise) will stop at the start of the next billing period. Please check how this affects your automations and templates before you downgrade. Our team can walk you through it.

9. If we cancel or suspend your account

• If we stop offering the Services, we will give you at least 60 days' notice and refund any prepaid fees for the period after the Services end.
• If we suspend your account because of non-payment, access is restored once the overdue amount is paid.
• If we terminate your account because of a serious breach of our Terms, fees already paid are not refundable, except where the law requires otherwise.

10. Billing errors and disputes

If you think you have been charged incorrectly (for example, charged twice or charged after cancelling), please tell us as soon as possible at [email protected]. We will investigate and refund any amount charged in error, whatever the date, without you needing to rely on the money-back guarantee.

We ask that you contact us before lodging a chargeback with your bank. We can usually resolve billing problems faster, and chargebacks can cause your account to be suspended automatically while the dispute is open.

11. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). This policy is in addition to those rights and does not replace or limit them. For example, if our services have a major failure, you may be entitled to cancel and receive a refund for the unused portion, or to compensation for any drop in value, even outside the 30-day guarantee period. You may also be entitled to compensation for other reasonably foreseeable loss or damage.

If you are unsure whether the ACL applies to your situation, contact us and we will work through it with you. You can also find information from the Australian Competition and Consumer Commission (ACCC) or your state or territory consumer protection agency, such as Consumer and Business Services in South Australia.

12. Changes to this policy

We may update this policy from time to time. We will post the updated version on this page with a new "last updated" date. Changes do not affect refund requests made before the change. If a change reduces your refund rights, we will give existing customers at least 30 days' notice by email.

13. Contact us

• Email: [email protected]
• Phone: +61 1300 886 899 (Monday to Friday, 09:00–18:00 ACST)
• Address: Abeco, Level 21/25 Grenfell St, Adelaide SA 5000, Australia