Refund Policy — Gumshoe

1. Free checks

Free checks (basic ABN lookups, GST status, and public-register searches) carry no charge, so no refund is applicable or necessary.

2. Premium per-check purchases

Premium checks — including Street View, Street View Pro, Phone verification, Phoenix, and Network Analysis — are consumed the moment a result is delivered to your account. Because the processing cost is incurred at that point, these checks are non-refundable once a result has been returned.

Exception — technical failure: if a premium check fails to deliver any result due to a technical error on our end (for example, a Phone check where the call was never placed, or a Street View result that returned blank), you are entitled to a full refund of the check price. To claim this, email billing@gumshoe.au within 14 days of the failed check, quoting your invoice or transaction reference. We will investigate and, if confirmed, refund the amount to your original payment method within 5 business days.

3. Subscription plans (Individual and Enterprise)

Gumshoe's Individual and Enterprise plans are billed annually. The following terms apply:

Within 14 days of subscription start: you may request a pro-rata refund for the unused portion of your annual term. Email billing@gumshoe.au with your account email and invoice reference.
After 14 days: no refund is available for the remaining subscription term. Your account remains fully active until the end of the paid period.
Renewal: annual subscriptions renew automatically. If you do not wish to renew, cancel from your account settings before the renewal date. We do not offer refunds for renewals charged after a failure to cancel in time, except where required by law.

4. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). If a service we provide is not fit for purpose, not of acceptable quality, or not as described, you have the right to a remedy — which may include a repair, replacement, or refund depending on the circumstances. These rights apply regardless of what our policy says.

5. GST

All prices displayed on gumshoe.au include GST. Tax invoices are available from your account dashboard and will be emailed to you at the address associated with your purchase.

6. How to request a refund

Email billing@gumshoe.au with:

Your account email address
Your invoice or transaction reference number
A brief description of the issue

We will respond within 5 business days. If your request is approved, refunds are processed to your original payment method and typically appear within 5–10 business days depending on your bank.

7. Payment disputes

If you believe you have been charged incorrectly, please contact us at billing@gumshoe.au before initiating a chargeback with your bank or card issuer. We will work to resolve legitimate billing issues promptly and without requiring a formal dispute. Initiating an unjustified chargeback may result in suspension of your account.