REFUND POLICY

We want you confident before you commit, and looked after once you do. This policy sets out exactly how refunds work.

This Refund Policy explains when refunds are and are not available for our services. It forms part of, and should be read with, our Terms of Service and your Agreement. It operates subject to your non-excludable rights under the Australian Consumer Law.

In this policy, "we", "us", and "our" mean Earlibird AI Pty Ltd (ABN 76 674 568 140), trading as Earlibird AI, and "you" means the business that engages us.

How refunds work depends on the type of engagement.

Invoice-only purchases (education, training, workshops, and one-off work)

Some services, such as education, training, workshops, and other one-off or one-time work, are provided on an invoice basis with no signed Agreement. For these, paying the invoice is the point of commitment. The review window and signing terms below do not apply, and fees for these services are non-refundable once paid, subject to your non-excludable rights under the Australian Consumer Law.

Self-serve subscriptions

Where you subscribe to a standalone product or service without a signed Agreement (for example, an online purchase or membership), you accept our terms at checkout in your own time, and payment is the point of commitment. Monthly fees are billed in advance and are not refundable for time already paid. You may cancel at any time, and no partial refunds are issued for unused time within a billing period. If you cancel, your subscription and access continue until the end of your current paid billing period, and you are not charged again after that.

Engagements with a signed Agreement

The terms below apply to our build and ongoing service engagements, which involve a signed Agreement.

Your 48-hour review window. When you sign your Agreement and pay your deposit, you have 48 hours from the time you sign to change your mind. If you decide not to proceed within that window, tell us in writing at [email protected] and we will refund everything you have paid under that Agreement in full. Other than scheduling your onboarding, no build work commences during your review window. The review window applies once, to each new signed Agreement. It does not apply to individual invoices, work orders, or additional work under an existing Agreement.

Want to start straight away? You can. If you'd like us to begin before your review window ends, just tell us in writing (email is fine) and we'll get moving, including booking your onboarding call immediately. Your 48-hour window still applies, but if you cancel within it after asking us to start early, we may deduct the reasonable value of work already performed at your request from your refund.

Once your window has passed. Your engagement is then committed. From that point we do not refund for a change of mind, change of circumstances, or deciding not to go ahead. Your deposit is applied to your build fee.

The only path to a refund after your window. Because of the nature of the work we do, and the time and resources we commit to your build from the moment it begins, refunds after your review window are limited to one situation: we deliver a system that is non-operational, and after a fair opportunity to fix it, we are unable to make it operational.

What "non-operational" means. Non-operational means the system does not perform the core functions set out in your scope (for example, it does not answer calls, does not respond to leads, or does not book appointments as described). It does not mean the AI said something wrong, phrased something imperfectly, or gave an answer you would word differently. The AI producing an incorrect, imperfect, or off-target response is not a fault in the system and is not grounds for a refund. Changes to wording and conversational flows after go-live are handled as set out in your Agreement, not through refunds.

We fix it first. If you believe the delivered system is non-operational, you agree to tell us and give us a reasonable opportunity to investigate and correct it. The large majority of issues are resolved through configuration and optimisation. A refund is only considered if, after that opportunity, we cannot make the system operational.

Third-party platforms, changes, and outages. Your system relies on third-party platforms and services to operate, for example your CRM, telephony and SMS carriers, email providers, messaging platforms, AI providers, and connector or automation tools. We do not own or control these providers. If a third party changes its policies, changes how it operates, restricts, suspends, or discontinues an API or integration, stops passing data or phone numbers through as it previously did, suffers an outage, or otherwise fails in a way that affects your system, that is outside our control and is not our responsibility. It does not mean the system we built is non-operational, and it is not grounds for a refund. We may, at our discretion, help restore service as a goodwill gesture, or quote any required remediation work separately, but we are under no obligation to do so.

Third-party and usage costs. Third-party provider costs and any usage already consumed are not refundable, as these are paid to outside providers on your behalf.

Cancelling your monthly subscription. You may cancel your monthly subscription in accordance with your Agreement and our Terms of Service (30 days written notice unless your Agreement states otherwise). The notice period is paid in advance, your access and services continue through to the end of that period, and no refunds are issued for time already paid.

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. If a failure to comply with a consumer guarantee amounts to a major failure, you have the rights given to you by the Australian Consumer Law. This policy applies to the extent it is consistent with those rights.

Contact

To raise a refund question or request, contact us at:

Earlibird AI Pty Ltd

ABN: 76 674 568 140

Phone: 1300 542 635

Email: [email protected]