Refund Policy

1. Overview

This policy explains when you can get a refund for the Enki.AI platform and related services supplied by Enkisonics Pty Ltd, and how to ask for one. It sits alongside our Terms & Conditions, which set out the packages, the minimum term and the AI usage wallet in full. Nothing in this policy limits your rights under the Australian Consumer Law.

2. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

In plain terms, you are entitled to a remedy if our service:

• Has a major failure, such as being unavailable for an extended period or losing your data
• Does not match the description we gave you, or the inclusions of the package you bought
• Is not provided with due care and skill
• Is not fit for a purpose you told us about and we accepted

3. Cooling-off period

If you cancel within 14 days of your first package payment and have not substantially used the service, we will refund that payment in full, less any AI usage already drawn from your wallet. "Substantial use" means any of the following:

• Your onboarding session has been delivered and your workspace has been shaped to your business
• Enki has sent messages, calls, quotes or invoices to your customers on your behalf
• More than three team members have been invited and are active
• A custom app, website or automation has been built for you

The cooling-off period is our own commitment and applies in addition to your Australian Consumer Law rights.

4. The minimum term and cancellation

Every package has a three-month minimum term, then continues month to month. This is the time it takes to set Enki up properly, train your people and let the results show. When you cancel:

• Cancellation takes effect at the end of the current monthly billing period, or at the end of the minimum term if that is later
• You keep full access until then, and you are not charged for any period after that
• There are no exit fees after the minimum term
• We do not give pro-rata refunds for the unused part of a monthly period you have already paid for, except where the Australian Consumer Law requires it

If you cancel during the minimum term (outside the cooling-off period and other than for a failure on our part), the package fees for the remainder of the minimum term remain payable.

5. The AI usage wallet

AI usage, phone calls, SMS, phone number rental and domain purchases are paid from a prepaid wallet that you top up. Wallet top-ups are payments for prepaid usage, not subscription fees:

• Usage that has already been consumed is not refundable
• An unused wallet balance is not refundable except where the Australian Consumer Law requires it, or where we have closed your account other than for your breach, in which case we will refund the unused balance on request
• If a charge to your wallet was caused by a fault on our side (for example a failed run that was still billed), tell us and we will credit it back
• Wallet balances do not expire while your account is open; they are forfeited 90 days after your account closes unless you have asked for them to be refunded under this policy

6. Custom work and third-party costs

• Custom apps, websites, automations and other project work that has been delivered and accepted is not refundable, except under the Australian Consumer Law
• Costs we pay to third parties on your behalf and pass through to you (domain registrations, phone numbers, third-party software you ask us to buy) are refundable only to the extent the third party refunds us

7. How to request a refund

1. Ask: use the contact form with the subject "Refund request", or ask your Enki to raise it with us
2. Tell us: your account email, company name, what you are asking to be refunded and why
3. We review: a person reviews every request and replies within 5 business days
4. Refund: approved refunds are processed within 14 days to the original payment method through Commonwealth Bank PowerBoard, in Australian dollars. Your bank may take a further 5 to 10 business days to show it

8. Chargebacks and disputes

Please talk to us before raising a chargeback with your bank; we resolve almost everything directly and faster. If you are not satisfied with our decision you can ask for a review with any additional information, contact the Office of Fair Trading in your state or territory, or the Australian Competition and Consumer Commission, or use the dispute resolution process in our Terms & Conditions.

9. Contact us

Questions about this policy or a refund: use the contact form and mark it "Refund". We aim to answer within 5 business days.