Refund & Cancellation Policy

Last updated: 28 July 2026 Status: Draft — pending review by our solicitor prior to commercial launch.

This policy sets out our commitments around cancellations and refunds, in addition to your non-excludable rights under the Australian Consumer Law ("ACL"). Nothing in this policy limits those rights.

1. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the ACL. If we fail to meet a consumer guarantee you may be entitled to a refund, replacement or compensation depending on the nature of the failure.

2. Premium Property Reports ($49 one-off)

Cooling-off: Because reports are generated and delivered instantly, you do not have an automatic right to change your mind after the report is generated.
Failed report: If the report cannot be generated because of a technical failure on our end, we will re-run it or provide a full refund at your choice.
Wrong property: If the report was generated for the wrong property because of a system error, we will issue a full refund and re-run the report for the correct property.
Duplicate charges: Duplicate charges for the same report are always refunded in full within 5 business days.

3. IQ Pro subscriptions (monthly and annual)

Cancel anytime: You can cancel from your Billing dashboard at any time. Access continues until the end of the current period; the next renewal is not charged.
Pro-rata refunds: We do not refund unused portions of monthly plans. Annual plans are refunded pro-rata (excluding a small administration fee) within the first 30 days of the annual term.
Failed value: If a major service failure prevents you from using IQ Pro for a material portion of a billing period, we will credit or refund you fairly.

4. Prop IQ Concierge

Concierge is a premium service delivered by humans and technology working together.
Cancel from your Billing dashboard at any time; access continues until period end.
We do not refund unused portions once concierge work has commenced in a period, other than as required by the ACL.

5. Agent subscriptions

Agents can cancel from their Billing dashboard at any time; access continues until period end.
We do not refund unused portions of agent subscription periods.
If we suspend or terminate an agent for breach, no refund is payable for the remainder of the period.

6. Non-refundable purchases

The following are generally non-refundable except as required by the ACL:

Reports that have been generated and delivered without technical error.
Subscription periods that have already elapsed.
Fees passed through to third parties (for example, payment processing fees on refunds).

7. Duplicate payments

We proactively monitor for duplicate charges. If you notice one, contact us at billing@propiq.com.au with the invoice numbers and we will refund it within 5 business days.

8. Technical failures

If a technical failure prevents you from receiving what you paid for, contact us within 30 days. We will investigate and, where the failure is on our side, re-run the service or provide a refund.

9. Cancellation from your account

You can always cancel future renewals yourself from your Billing dashboard. You do not need to email us or wait for a support ticket.

10. Effect of cancellation

Cancellation stops future charges. Access to paid features continues until the end of the current period. After that, your account reverts to the free plan and your data remains, subject to our retention rules.

11. Processing time

Approved refunds are processed within 5 business days. Depending on your card issuer, the refund may take up to a further 10 business days to appear on your statement.

12. Contact

Email: billing@propiq.com.au Include your invoice number and the reason for your request. We will acknowledge within 2 business days.