This policy applies to services provided by Intelox Pty Ltd (ACN 700 471 665). Clients can cancel at any time, and service stops at the end of the paid billing period. This policy works alongside your rights under the Australian Consumer Law, which it does not limit.
1. Your rights under the Australian Consumer Law
Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These include that services are provided with due care and skill and are fit for any purpose you told us about. If we fail to meet a guarantee, you may be entitled to a remedy, such as having the problem fixed, a refund, or cancelling the Services. That applies regardless of anything else in this policy.
2. Cancelling your plan
- 2.1You can cancel at any time from the console or by emailing billing@intelox.com.au.
- 2.2Your plan runs until the end of the billing month you have already paid for. You will not be charged again.
- 2.3There is no cancellation fee.
- 2.4If you have paid in advance for more than one month, we refund the unused whole months pro rata, less a refund fee of 15% of the refunded amount.
- 2.5The 15% refund fee does not apply to refunds for our errors, refunds after we change terms or prices against you (Customer Terms of Service clauses 7 and 8), refunds when we cancel without cause, or remedies under the Australian Consumer Law.
Example: a client prepays 3 months at AUD 300 a month and cancels after the first month.
| Step | Calculation | Amount |
|---|---|---|
| Unused whole months | 3 − 1 | 2 months |
| Pro-rata amount | 2 × AUD 300 | AUD 600 |
| Refund fee | 15% × AUD 600 | AUD 90 |
| Refund paid | AUD 600 − AUD 90 | AUD 510 |
3. When we will refund
| Situation | Refund |
|---|---|
| Major failure under the Australian Consumer Law | Full or partial refund as the law requires |
| We charge you in error or twice | Full refund of the incorrect amount |
| We cancel your Services without cause | Pro-rata refund of unused prepaid fees |
| You end the agreement after we change terms or prices against you (Customer Terms of Service clauses 7 and 8) | Pro-rata refund of unused prepaid fees |
| We miss the uptime target | Service credits under the Service Level Agreement (refunded if you have cancelled) |
| Change of mind on a monthly plan | No refund for the current period; the plan simply ends at period end |
4. Usage charges
Call minutes, SMS and WhatsApp messages already used are charged at the rates in your plan and are not refunded, except where the charge was our error or a consumer guarantee applies. Unused prepaid minutes [expire / roll over / are refunded on cancellation, less the 15% refund fee].
5. Set-up and custom work
Fees for custom agent set-up, custom automation work and other set-up work are non-refundable once work has started. This does not affect your rights under the Australian Consumer Law if the work is not done with due care and skill, or is not fit for a purpose you told us about.
6. How to request a refund
Email billing@intelox.com.au with your account name, the invoice number and the reason. We will respond within 5 business days. Approved refunds are paid to the original payment method within 14 business days.
7. Suspension for breach
If we suspend or end your account because of a serious breach of the Acceptable Use Policy, you are not entitled to a refund for the remaining period, except where the Australian Consumer Law requires one.